management development programmes - utalii.ac.kekenya utalii college is a hotel and tourism training...

KENYA UTALII COLLE, NAIROBI

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YEAR 2020 MANAGEMENT DEVELOPMENT

PROGRAMMES


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INTRODUCTION

Kenya Utalii College is a Hotel and Tourism Training Institution

established in 1975. The College’s mission is to develop a highly qualified

and globally competitive Human Resource for the Hospitality and Tourism

Industry by providing; quality tourism and hospitality education,

purposeful Research and Consultancy.

Over the years, the College has established itself as a Centre of Excellence

in the field of Hospitality and Tourism training. The recent award of ISO

9001:2015 Quality Management Systems Certification on Training,

Research and Consultancy in Tourism and Hospitality, is an achievement

that indicates the institution’s effort in repositioning itself to continue

setting the trend in training for the global Hospitality and Tourism. Besides

its international recognition, the College is a member of the following

organizations:

United Nations World Tourism Organization (UNWTO)

International Hotel and Restaurants Association (IH&RA)

International Association of Hotel School Directors (EUHOFA)

World Association for Professional Training in Tourism

(AMFORT/WAPTT)

International Air Transport Association/United Federation of

Travel Agents Association (IATA)

Association of Hospitality and Tourism Schools in Africa

(AHTSA)


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MANAGEMENT DEVELOPMENT PROGRAMMES 2020

Kenya Utalii College offers a wide range of Management Development

Programmes which vary from year to year according to industry needs.

The five day modules are held at the College during the month of June

while Customized In-House Programmes are held throughout the year on

special arrangements.

In 2020, applicants will have a choice of one module from two modules

offered concurrently in each week as shown in the schedule below:

MANAGEMENT DEVELOPMENT PROGRAMMES: YEAR 2020

SCHEDULE

DATE

PROGRAMME

PROGRAMME

8th to 12th June, 2020

Enhancing Hospitality

and Tourism Business

using ICT

Towards Customer

Centered Culture in the

Service Industry

15th to 19th June, 2020

Human Resources

Management Skills for

Non-Human Resource

Team Leaders

Strategic Revenue

Management in Rooms

Division

22nd to 26th June, 2020

Hotel Security and

Disaster Management

Applicable Certifications

and Laws in the

Hospitality Industry

29th to 3rd July, 2020

Food and Beverage

Greening Concepts and

its Impact on Customer

Satisfaction

Global Trends in Product

Innovation, Diversification

and Sustainability in the

Tourism Industry


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PROGRAMME DESCRIPTIONS

ENHANCING HOSPITALITY AND TOURISM BUSINESS

USING ICT

1.1 COURSE DESCRIPTION

In this era of digital economy, Information and Communication

Technology (ICT) has become an integral part of business

management. It is inevitable for the smooth running of business

irrespective of size and complexity worldwide. Due to the rapid

development of ICT and its huge use in hospitality and tourism sector,

the day to day operations are largely influenced by technology.

1.2 COURSE OBJECTIVE

This course is designed to enable the participant to take control of their

inbox and calendar using Google Apps; business intelligence using

Excel; cyber security; digital marketing; social media marketing and

how to leverage PowerPoint for business presentation. By the end of

the course, the participants will acquire critical ICT solutions to

increase and sustain their market share.

1.3 KEY FOCUS AREAS

Use of google apps for management of your inbox and

calendars

Digital and Social media marketing

Cyber security

1.4 TARGET GROUP

Hotel General Managers, Sales & Marketing Managers and Front

Office Managers,

.


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2. TOWARDS CUSTOMER CENTERED CULTURE IN THE

SERVICE INDUSTRY


Customer centered culture in the service industry is a new paradigm shift

in Management. It takes a holistic approach to business in the service

industry: Hospitality, tourism and other sectors. Its core principles are

embedded in Service Management as discipline area.

Customer centered culture is critical in the service industry because

of globalization, higher level of education, mobility and the new type

of tourist of the 21st century who demands service, experience and

memory making in their pursuit of vacation. The dynamic nature of

the service industry requires dynamic, creative and innovative way

of doing business because it is no longer business as usual.

2.2 COURSE OBJECTIVES

This course intends to re-orient our management principles of the 20th to

the 21st century dynamic industry. It will explain the service management

principle of triple bottom line as it applies to customer services. It will

discuss service quality as customer service strategy. It will also look at case

studies from customer centered culture organizations in the world, region

and Kenya.

Being customer centered organization is a new way of maintaining your

position as a service industry player and gaining competitive advantage

.

2.3 KEY BENEFITS

This course aims at helping the managers understand and appreciate

service Management principles and applying them in finding solutions to

challenges in customer service delivery, positioning your organization on

the correct market segment and beating competition through customer

loyalty and quality products


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2.4 FOCUS AREAS

Creating a Customer Centric Service Strategy

Revolutionizing a Customer Management Strategy for Improved

Bottom Line Results

Delivering Service Excellence Through Understanding Customer

Segments & 21st Century Tourist

Coping with Dynamics through Customer Service Excellence in

Hospitality and Tourism

Case Studies

Case Studies


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3. HUMAN RESOURCES MANAGEMENT SKILLS FOR NON-

HR TEAM LEADERS


Organizational performance comes from productive and well-managed

teams and individuals. Team leaders are increasingly taking charge of

HRM responsibilities, the more reason they need the understanding of

HRM best practice in order get the best out of their team, avoiding pitfalls

along the way. Majority of the Non-HR Managers are technically and

operationally sound but they always share the same thought that, HR

Department is the BEST department to help them in HR issues. If the Non-

HR Manager can handle the HR issues by themselves, it will be a lot more

cost effective.

COURSE OBJECTIVES

This course will equip the participants with the generic HRM knowledge

and skills in order to deal with their daily departmental Human Resource

matters.

The course will also provide the participants with essential practical

knowledge and tools to enable them skilfully tackle HRM issues

themselves in order to succeed in today’s dynamic workplace.

3.3 KEY FOCUS AREAS

Overview of HRM, Role and functions of HRM, Line managers HR

responsibilities, Recruitment and selection, Employee on boarding,

Training and development, Managing performance, Staff Motivation,

Disciplinary process, Grievance handling, CBA and handling union issues,

Termination of employee’ services, Key legal Aspects of HRM.

3.4TARGET GROUP

Heads of Departments and other senior non Team HR leaders.


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4. STRATEGIC REVENUE MANAGEMENT IN ROOM

DIVISION.

4.1 COURSE DESCRIPTION:

Revenue management is an extremely important concept within the

hospitality, it allows hoteliers to anticipate demand and optimize

availability and pricing, in order to achieve the best possible

financial results.

This course examines the strategic fundamental concepts and

techniques for revenue management and the use of the distribution

channels as a service pull factor for Hotel Revenue


An effective manager must understand several aspects of

organization operations including the technological methods for

tapping into their target market. The participants will explore ways

of increasing Hotel revenue, its management and maintenance of

competitive advantage.

4.3 KEY FOCUS AREAS

Conceptual frameworks in achieving a Strategic

revenue management for competitive advantage.

Revenue management in rooms division.

E- Marketing and the distribution Channels.

Technology space in Revenue management.

4.4 TARGET GROUP:

Rooms Division Managers/Front Office Managers/Operational

Managers /Revenue Managers/Sales and Marketing Managers.


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5. HOTEL SECURITY & DISASTER MANAGEMENT


This Security Management program is designed to provide Hotel

Managers with the ideal platform to update their Hotel Security &

Safety, Emergency Preparedness Knowledge on how best to

mitigate and prevent key challenges and Disasters, facing the

Hospitality Industry in the Region.

Managers will benefit from the opportunity to enhance their

Hospitality security knowledge of the latest methods, solutions

and technologies, in order to design a proactive security strategy

which is specifically tailored to the security needs of their hotels.


By the end of the program, the participants will be able to: -

Prepare effective hotel and security plans and procedure

manuals

Describes the principles and techniques of conducting

hotel security investigations, interviews and

interrogations.

Explain terror operations and planning Techniques

Describe Fraud management and prevention techniques

5.2 KEY FOCUS AREAS

Modern Hospitality Security Management Guidelines.

Hotel Crisis Management and Emergency Response.

Effective Hotel Counter Terrorism Techniques

Application of Technology in hotel security


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5.3 TARGET GROUPS:

Hotel General Managers, Operations Managers, Security

Managers, Chief Security Officers.


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6. APPLICABLE CERTIFICATIONS AND LAWS IN THE

HOSPITALITY INDUSTRY


Consumers of the hotel Industry have continuously demanded the

assurance of quality service by the hotels. Most hotels do not have the

mechanism to guarantee consumers of the quality provided for products

and services.

The course is designed to provide the participants with knowledge of the

certifications that the hospitality industry can enhance service quality and

confidence of guests. The course will go through the national and

International certifications that are applicable to the hospitality Industry.

In addition, the relevant laws and regulations to the hospitality Industry

will be highlighted.


By the end of the programme the participants should be able to:

Identify the certifications that can be applied in the Hospitality

Industry.

Recognize the requirements of the various certifications.

Apply the various Laws to Hospitality Industry Operations and

Management

6.3 FOCUS AREAS To achieve the above objectives, the programme will focus on the

following areas:

ISO 22000 Food Safety Management

ISO 14000: Environmental Management

ISO 27000: Information Technology

Safe Hotels Certifications

Employment Act


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Occupation Health and Safety Act

Work benefit Injury Act

6.4 TARGET GROUP

General Managers and Hotel Departmental Managers.


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7. FOOD AND BEVERAGE GREENING CONCEPTS AND ITS

IMPACT ON CUSTOMER SATISFACTION.


Becoming green or "Going Green" has become a widespread slogan in in

the hospitality worldwide. There are many business practices and

products which are characterized as organic, sustainable, energy efficient,

eco-friendly, locally produced and green. The hospitality industry needs

to embrace these practices in their diverse forms especially in Food and

Beverage Operations if these operations are to remain relevant in today’s

business.

This program is therefore designed to bring to light the many options in

“Green” practices that have strong effect on the image of the business and

at the same time contributing to customer satisfaction.

7.2 COURSE OBJECTIVES

At the end the course the participants should be able to: -

Describe ways to leverage on green concepts for customer

satisfaction and repeat patronage.

Identify key trends in greening practices that will create

competitive advantage for the business.

Improve the organizational reputation, image and goodwill.

7.3 KEY FOCUS AREAS

Creating customer service excellence by Menu sustainability thro

green practices

Increasing customer’s credibility and repeat-patronage intentions

through greening practices in Food & Beverage Operations.

Promoting Eco-friendly goods and services in food and beverage

outlets.

Proper Green practices and its effect on the image of the hotel and

customer behavioral intention.


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7.4 TARGET GROUP

Hotel Managers, Operations Managers, F&B Managers, F&B Product

Development Managers, Five stars Restaurants Managers


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8. GLOBAL TRENDS IN PRODUCT INNOVATION,

DIVERSIFICATION AND SUSTAINABILITY IN THE

TOURISM INDUSTRY

8.1 COURSE DESCRIPTION Due to political, economic, technological and informational

advancement, the world is increasingly borderless and interdependent.

Any occurrence anywhere in the world would in one way or the other

exert an impact elsewhere.

This course is therefore designed to equip Managers in the hospitality and

tourism industry with global issues that have become increasingly

necessary for navigating the borderless and interdependent global

business scene.

8.2 COURSE OBJECTIVES By the end of the training, the participants will be expected to:

Appreciate the effect of globalization to the tourism industry in

Kenya and the world

Discuss innovation methods, challenges, trends and issues that

Kenya as a destination needs to manage.

Examine the importance of green tourism as a concept of

sustainable in Kenya.

8.3 COURSE FOCUS This program will focus the following areas but not limited.

Globalization in the tourism industry

Green tourism

Cultural tourism

Tourism product development

Tourism product diversification


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8.4 TARGET GROUP

Managers in Hospitality Industry & Travel and Tour Companies


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PROGRAMME COSTS

1. ACCOMODATION

Participants are advised to make their own accommodation arrangements.

2. INTERNATIONAL PARTICIPANTS

The cost for tuition will be as follows:-

One Programme US$ 530.00

Two Programmes US$1030.00

Three Programmes US$1500.00

Four Programmes US$2030.00

These costs include the Programme fee, Programme materials, lunch, mid-

morning tea and afternoon tea.

3. KENYAN PARTICIPANTS

Non-levy paying establishments will be charged a non-resident fee of

Kshs.18, 000/ per module.

4. APPLICATION PROCEDURES

The application procedure begins with the completion of the enclosed

application form. Companies sending more than one employee may make

photocopies of the application form to facilitate individual employee

application.

Application forms should be submitted by 24th April, 2020


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5. DEPOSIT

International participants will remit a deposit of US$ 205 to confirm

participation. This amount is deductible from the programme fee. The

deposit should be received by 22nd May, 2020. Bank draft should be

payable to KENYA UTALII COLLEGE.

6. CANCELLATION

If a potential participant is not able to attend the programme(s), a refund of

the deposit less a cancellation fee will be made as detailed below:-

International Participants

60 or more days before programme date US$ 25.00

30 to 59 days before programme date US$ 85.00

15 to 29 days before programme date US$ 175.00

Less than 15 days before programme date No refund


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GENERAL INFORMATION

LOCATION

Kenya Utalii College is located approximately 8 km from Nairobi’s city

Centre, off Thika Super Highway. The College is about 40 minutes’ drive

from the Jomo Kenyatta International Airport and 15 minutes’ drive from

the City Centre. Taxis are readily available at the Airport.

WEATHER

Although the long rains extend into the month of June, the climate is

relatively warm. However, carry some warm clothing in the event of a

chilly night. Average temperatures during this period are about 21oC.

OUTREACH PROGRAMMES

The College also offers standard and customized outreach programmes

anywhere on the continent. Information on these programmes is available

from the College on request.

For more information contact:

The Head of Admissions and Industrial Training

Kenya Utalii College

P.O. Box 31052, NGARA-00600,

NAIROBI

KENYA

Tel: 0722 205492, 0722 205891/2, 0733 600584, 0733 410005,

020 2686997, 020 2683735,020 2458627,

Email: [email protected]

Website: www.utalii.ac.ke

mailto:[email protected]

http://www.utalii.ac.ke/

management development programmes - utalii.ac.kekenya utalii college is a hotel and tourism training...

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