About this program
Hospitality & Service Management is a practical 216-hour program for managers and future managers in hotels, restaurants, tourism businesses, resorts, guesthouses, event venues and other service organizations.
The program is recognised by the Ministry of Education, Science, Culture and Sport of the Republic of Armenia.
Format: 216 hours: 108 theory + 108 practical · 2026–2027.
Program modules
- Module 1: Foundations (24 h): the service industry, business models, management fundamentals, organizational structure, value chain and strategic thinking.
- Module 2: Operations & Facility Management (28 h): SOPs, process mapping, customer flow and scheduling, maintenance, procurement and inventory, operations simulation.
- Module 3: Customer Experience & Service Quality (28 h): customer journey, service standards, professional communication, complaints and service recovery, online reviews.
- Module 4: Digital, Technology & AI (26 h): PMS/POS/CRM systems, data and privacy, dashboards and KPIs, AI in service businesses, cybersecurity awareness.
- Module 5: Finance, Budgeting & Revenue (28 h): budgeting and forecasting, cost control, pricing and revenue management, financial KPIs, Excel for managers.
- Module 6: HR, Leadership & Teams (28 h): staffing, recruitment and onboarding, training and performance, leadership, conflict management, retention.
- Module 7: Marketing, Sales & Strategy (26 h): market analysis, brand and digital marketing, sales and CRM, distribution channels, partnerships, KPI planning.
- Module 8: Risk, Sustainability, Innovation & Capstone (28 h): risk and crisis management, sustainability, future service models, project management, capstone project and final presentation.
How you learn
Every topic follows the same cycle: Explain → Demonstrate → Practice → Apply → Review. About half of the program is practical: real cases, role-plays and simulations, with examples from hotels, restaurants, tourism and events. You work with real management documents: SOPs, schedules, budgets, dashboards, service-recovery forms and KPI sheets. Each module ends with an applied case or competency check.
Who it is for
- Staff of hotels, restaurants, tourism and event businesses moving into supervisory or management roles
- Owners and future owners of guesthouses, cafés and service businesses
- Graduates who want a practical start in hospitality management
What you will be able to do
Diagnose a service-business problem, map the process, understand the customer and staff impact, assess the financial effect, choose suitable technology, evaluate risks and present a practical improvement plan with clear KPIs.
Certification
Participants who complete the program and the final assessment receive a certificate from the “Swiss Academy in Armenia” Foundation. Contact us for start dates and fees.