Hospitality Courses

The courses within our Hospitality certificates were developed by professors in Cornell University’s Hotel School, a leader in hospitality-management education consistently ranked among top institutions worldwide. Students around the world connect with and learn from each other in these courses, enhancing their global views on the industry while building their professional networks.

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Achieving Hotel Asset Management Objectives
COURSE ID: SHA614


Fostering a Culture of Service Excellence
COURSE ID: SHA591


In this course, you will distinguish between the various components of a service culture and assess your current service environment. Using a case-based approach, this course will illustrate the importance of developing a strong service culture. You will reaffirm the importance of communicating a clear vision to both internal and external customers and share vision statements for your ideal service culture that reflect your organization’s key values. Finally, you will identify workplace challenges and formulate an action plan to close gaps between specific components of your current and ideal service cultures.

Developing Service Excellence Competencies
COURSE ID: SHA592


In this course, you will identify the responsibilities of a service champion and the personal characteristics that contribute to effectiveness. The key skills required to assess, guide, and motivate service employees’ performance are presented. You will practice the competencies required for engaging your colleagues in creating a strong service culture. Self-assessments and tools provide you with direction in developing several of these skills to evaluate your leadership traits, such as your credibility and expression of empathy. A review of communication channels and characteristics enables you to select the most appropriate method of communicating service standards. A final project provides an opportunity for you to apply course concepts to your own organization to facilitate a strong service culture.

What’s a “service champion”? What do we mean by a “strong service culture”? In this course, you will identify what great customer service teams do so that you can practice and model the same skills, helping your team move from good to great.

Throughout this course you will practice modeling empathy, communication, curious discovery, and empowering others. This practice will give you the ability to empower others and empower your team to deliver excellent service that can be sustained over time.

Practicing Servant Leadership
COURSE ID: SHA593


In this course, you are introduced to the principles of Servant Leadership and the importance of fostering an ethical service culture. Servant Leaders communicate ethical standards and facilitate a supportive and respectful service culture that contributes to employee empowerment. A number of cases are provided to highlight leadership challenges and approaches. Servant Leaders are distinguished by their focus on listening skills, and you will assess and develop your listening behavior using Professor Brownell’s HURIER listening model, which addresses six interrelated components: Hearing, Understanding, Remembering, Interpreting, Evaluating and Responding. The development of a strong listening environment also facilitates service within your organization. Finally, you will examine your current environment to identify opportunities to strengthen relationships and enhance the service experience of your organization.

Delivering an Excellent Customer Experience for Your Organization
COURSE ID: SHA594


In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.

Developing a Culture of Empowerment
COURSE ID: SHA595


In this course, you will focus on the key organizational processes that support the development of a strong service culture and exceptional customer service. You will be provided with a number of tools that enable you to select employees who have a strong service orientation and who will be a good fit with organizational values. The processes of orientation and socialization are examined as two powerful means of communicating service standards. You will then examine the benefits of a team-centered, collaborative culture and discuss strategies to facilitate and reward team performance. You will discuss organizational citizenship behavior using specific practices that support continuous on-the-job “training that sticks.” You will wrap up the course by designing an orientation program for new service employees that takes into consideration service-focused principles and practices.

Initial Hotel Planning Decisions
COURSE ID: SHA622


An important aspect of hotel design is the early planning decisions that owners, developers, and designers must make. These include addressing the needs and opportunities of the target market prior to the detailed design of specific parts of a hotel.

This course will prepare participants to contribute effectively to initial decisions relating to full-service hotel planning, helping to ensure that later design decisions will take into account the target customer, the lodging product to be provided, and the associated allocation of space.

Professor Stephani Robson, an expert in hotel planning and design, brings this phase of hotel planning to life with a wealth of content backed by activities designed to help you apply these concepts in practical ways.

Hotel Guestroom Design
COURSE ID: SHA623


Hotel guests base much of their view of a hotel on the design and layout of their guestrooms. To ensure success in a full-service hotel project, developers, designers, and other stakeholders must ensure that floor plans and guestroom designs will meet or exceed the expectations of their target guests.

This course walks participants through the process of developing an appropriate room mix, floor plans, and guestroom designs that will please guests while also returning value for owners or investors. The focus is on design considerations relevant to guestrooms and related areas, not the actual drafting of architectural plans.

Cornell Professor Stephani Robson has many years of experience as a designer, lecturer, and author, and shares her expertise through videos, activities, and tools that will help you apply these concepts to your own situation.

Hotel Public Space Design
COURSE ID: SHA624


The meeting rooms, food and beverage areas, and other public spaces in full-service hotels can be important revenue generators while also attracting new guests and maintaining their loyalty. Hotel planners and designers must carefully consider the needs of their target market and develop public spaces that address those needs.

This course prepares architects, designers, and other project stakeholders to develop planning criteria and come up with appropriate designs for public spaces, from lobbies to meeting rooms, restaurants, and recreational facilities.

Cornell Professor Stephani Robson shares her expertise and enthusiasm for these topics through videos, activities, and tools that will help you apply these concepts to your next project.

Hotel Back-of-House Design
COURSE ID: SHA625


Guests may not see much of the “back-of-house” areas of a hotel, but the functions these areas serve are critical in full-service hotels. The rooms division must clean and support guestrooms; the kitchen and wait staff must prepare and serve fine food and beverages; the front office and administration staff must extend hospitality to guests and keep reservation and operational processes running smoothly.

This course takes participants behind the scenes to consider the unique needs of back-of-house areas, discussing a range of principles that will help ensure effective planning for these important functions.

From her wealth of experience as a hotel designer, lecturer, and author, Professor Stephani Robson guides you through a range of videos, activities, and tools that will help you apply best practices to back-of-house design.

Introduction to Hotels
COURSE ID: PTRSHA003


This one-hour on-demand course provides new franchise owners with an introduction to commonly used terms and standard ways of measuring hotel profitability, along with practice at reviewing a sample income statement, analyzing what it means, performing standard calculations, and reviewing industry reports. This course will help you discuss common industry terms with staff and understand how profitability is assessed.

Foundations of Hotel Planning
COURSE ID: SHA621


Before developers and designers can successfully design a full-service hotel, they must have a strong grounding in foundational concepts relevant to the hospitality industry. These include market segmentation, hotel types and classifications, hotel branding, and the players involved in a typical hotel project.

This course prepares participants for further studies in the specifics of hotel planning by considering how market needs drive the design process, how the "chain scale" system works, how branding decisions affect the planning process, and how successful hotel projects are coordinated.

With extensive experience as a lecturer, researcher, and consultant, Professor Stephani Robson brings hotel planning to life with a wealth of content backed by activities designed to help you embrace and apply these concepts to your next project.

Control of Hotel Real Estate
COURSE ID: SHA612


Developing an Asset Management Strategy
COURSE ID: SHA613


Displacement and Negotiated Pricing
COURSE ID: SHA544


Group events, conferences and negotiated business bookings frequently account for over 50% of hotel room reservations. This course will prepare you to develop your own data-driven, systematic approach to group pricing.

Financial Analysis of Hotel Investments
COURSE ID: SHA611


Forecasting and Availability Controls in Hotel Revenue Management
COURSE ID: SHA532


In order to run a successful organization, you must be able to properly forecast demand for your location. This course will teach you how to do just that by giving you a step-by-step approach to positively impact your revenue management.

Implementing Brand Strategy Through Digital Media
COURSE ID: SHA547


Create a plan to elicit timely feedback from customers and generate online buzz.

Building Guest Loyalty
COURSE ID: SHA604


Loyal repeat customers are key to the success of any food and beverage operation. They represent recurring revenue and are a great source for feedback and gauging customer sentiment. They can also be your greatest evangelists, recommending you to friends and colleagues, even giving favorable online reviews.

Through careful design, meticulous attention to service processes, and a way to gauge customer sentiment, you can play to your team’s strengths and identify opportunities for improving the guest experience to grow your business.

Optimizing Your Food and Beverage Menu
COURSE ID: SHA602


Your menu does much more than inform guests about what you offer. It helps to create and communicate your food and beverage operation’s identity, and influences your guests’ choices.

This course will enable you to evaluate menus and identify changes that will optimize the value and profitability of your food and beverage operation.

Managing your Food and Beverage Supply Chain
COURSE ID: SHA603


Your operation’s brand is like a contract with the customer, and the expectation is that value will be delivered in relative accordance with price and quality of service. But keeping food costs down is no easy task. In fact, it’s one of the most detail-oriented, scientific processes that go into running a restaurant and there are many challenges with keeping food costs controlled.

In this course, you’ll learn to optimize your operation’s profits by effectively managing your selection, procurement, receiving, storage, and inventory management processes.

Leading Your Team to Optimize Results
COURSE ID: SHA605


Your employees are the heart of every food and beverage operation and your most valuable resource, yet so many operators fail to focus attention on employee satisfaction and engagement.

Understanding your role in managing and leading employees can help you to reduce costly turnover, safety incidents, theft, and absenteeism, and can improve your operation’s quality, productivity, guest satisfaction, and profitability.

Operating a Profitable and Responsible Beverage Program
COURSE ID: SHA606


Whether you are a restaurant, coffee house, even a cocktail bar, your beverage program can have a big impact on your profitability, but it comes with a good deal of risk.

Understanding everything that is involved in offering wine, beer, spirits, and nonalcoholic beverages and applying discipline to your product selection, pricing, list design, and rigorous controls can minimize certain risks and position you for financial success.

Services Marketing Planning and Management
COURSE ID: SHA521


Introduction to Hotel Revenue Management
COURSE ID: SHA531


Utilizing Income Statements and Operational Data
COURSE ID: SHA601


Amid the swirl of activity in food and beverage service, financial management is a function that loses priority sometimes, despite its crucial function.

Understanding and managing your food and beverage operation’s income statement (profit and loss statement) can lead to better decision making and can position you to succeed. Learn how to get a hold on your organization’s finances and make informed decisions based on profit and performance.

Introduction to Restaurant Revenue Management
COURSE ID: SHA509


Examine the key concepts of the restaurant revenue management approach and learn how to implement it in five steps. Observe how others have used revenue management successfully to increase revenue during hot, warm, and cold business periods.

Managing Revenue with Pricing
COURSE ID: SHA512


Pricing is one of the cornerstones of restaurant revenue management. This course shows you how to use variable pricing to increase revenue at your restaurant. It prepares you to perform analyses and make calculations needed for successful revenue management implementation.

Managing Revenue with Service Cycle
COURSE ID: SHA510


Discover how to use service cycle data to identify operational problems that are inhibiting revenue generation. Use practical analytical tools to diagnose and overcome operational challenges.

Managing Revenue with Table Mix
COURSE ID: SHA511


This course on restaurant revenue management explains how meal duration and occupancy levels can profoundly effect the bottom line. It presents concepts, methods, and time-tested strategies managers can use to increase revenue.

Developing an Integrated Marketing Communications Strategy for Services
COURSE ID: SHA526


Building a Resilient Services Marketing Information System
COURSE ID: SHA523


Evaluating Business and Customer Factors Affecting Marketing Decisions for Services
COURSE ID: SHA522


Developing a Service Strategy and Managing the Brand
COURSE ID: SHA524


Managing Service Demand through Pricing and Distribution Strategies
COURSE ID: SHA525


Marketing the Hospitality Brand Through Digital Media
COURSE ID: SHA546


Master the tools of online marketing, mobile and social media and become more valuable to your employer.

Non-Traditional Applications of Hotel Revenue Management
COURSE ID: SHA535


Any business that has relatively fixed capacity, perishable inventory, and time-variable demand can increase revenue using revenue management—not just hotels. This course, authored by Cornell University’s Professor Sheryl E. Kimes, introduces you to the basics of revenue management and outlines the application of revenue management principles to other businesses.

Overbooking Practices in Hotel Revenue Management
COURSE ID: SHA534


Any business that takes reservations knows that no-shows are always going to happen. Learn how to combat the revenue loss associated with no-shows by strategically overbooking.

Price and Inventory Controls
COURSE ID: SHA541


Lay the groundwork for demand management as you learn the role of marginal value of capacity in revenue growth and overall revenue management strategy.

Price Sensitivity and Pricing Decisions
COURSE ID: SHA542


Pricing has become an increasingly important mechanism in maximizing a firm's profits. If you lack a proper understanding of the impact of price on demand (and contribution), changing prices can quickly erode your firm's profits. This course will prepare you to look strategically at pricing, the impact of change and provide you with tactical tools to use immediately.

Pricing Strategy and Distribution Channels in Hotel Revenue Management
COURSE ID: SHA533


A smart pricing strategy is the best way to increase revenue. In order to create a pricing strategy, you must have an understanding of various tactics including Channel Management.

Search Engines and Online Selling: Stimulating Incremental Demand
COURSE ID: SHA545


Learn how to optimize your position on Internet search results and increase conversions: the moment when a search becomes a purchase.

Segmentation and Price Optimization
COURSE ID: SHA543


In this course you'll examine techniques for analyzing and setting prices. You'll focuses on variable pricing, including how to create different prices for the same service or product and how to use segmentation, communication, and upgrading to capitalize on those prices. The second part of the course examines dynamic pricing, how prices evolve over time.

Valuing Hotel Intellectual Property and Structuring the Capital Stack
COURSE ID: SHA616


Valuing Hotel Investments Through Effective Forecasting
COURSE ID: SHA615


Building Your Personal Brand
COURSE ID: PTRSHA004


Free Online Course with Hotel Impossible’s Anthony Melchiorri