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CMLBH L3
L3 Certificate in Management and Leadership for Business Hospitality

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English
Intermediate to Advanced
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Course Overview

The CTH Level 3 Certificate in Management and Leadership for Business and Hospitality is a vocationally focused qualification designed to equip current and aspiring supervisors and junior managers in the hospitality industry with the foundational skills to lead effectively, drive team performance, and align departmental goals with organizational strategy. Through six comprehensive units, learners

Key Takeaways

1
Leadership Development: 1. Distinguish between leadership styles and understand transformational leadership. 2. Apply motivation theories to enhance team performance. 3. Reflect on one’s leadership style using Adair's Action-Centred Leadership.
2
Strategic Execution: 1. Cascade strategic goals from organization to department. 2. Use tools like the Balanced Scorecard and KPI dashboards.
3
Customer Service Excellence: 1. Identify brand behaviours that drive loyalty. 2. Apply the Business Excellence Model for service quality.
4
Financial Competence: 1. Interpret P&L, balance sheets, and cash flow statements. 2. Prepare departmental budgets and performance reports.
5
Marketing for Loyalty: 1. Apply the 5 Ps to build a customer-oriented marketing strategy. 2. Understand brand positioning and customer experience design.

Confederation of Tourism and Hospitality
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The Confederation of Tourism and Hospitality (CTH) is the UK’s leading specialist professional awarding body for qualifications in the growing hospitality and tourism sector. At the Confederation of Tourism & Hospitality (CTH), our core mission is to provide the highest standard of hospitality, tourism and culinary qualifications. CTH achieves this through robust monitoring supported by industry, universities and the UK government regulator, Ofqual. CTH has partnerships with major international employers and academic institutions. CTH is a member of the Federation of Awarding Bodies.

Course Outline

Day 1: Unlocking Your Leadership Potential
Session 1: Leadership Essentials

•Leadership vs. management

•Key leadership styles and theories

•Impact of leadership on performance

Session 2: Motivation and Influence

•Motivation theories (Maslow, Herzberg)

•French & Raven’s sources of power

•Personal leadership reflection and improvement

Day 2: Strategy Execution & Performance Measurement
Session 1: Strategic Planning and Alignment

•Vision, mission, and strategic goals

•Strategic planning process

•Balanced scorecard and stakeholder needs

Session 2: KPIs and Goal Cascading

•Cascading strategy to departments

•KPI design and data sources

•Monitoring tools and performance dashboards

Day 3: Customer Service Culture for Business Growth
Session 1: Foundations of Excellent Service

•Service expectations and behaviours

•Organizational factors influencing service

•Psychology of customer service

Session 2: Embedding Service Culture

•Customer-centric brands and models

•Cultural transformation tools

•Action plans to sustain service excellence

Day 4: Financial Acumen for Non-Financial Managers
Session 1: Financial Basics

•Understanding P&L, Balance Sheet, and Cash Flow

•Financial interpretation for non-finance leaders

•Hospitality-specific financial examples

Session 2: Budgets and Performance Reporting

•Budgeting steps and principles

•Key financial KPIs

•Management reports and accuracy

Day 5: Marketing for Loyalty
Session 1: Marketing Foundations

•Product vs. service marketing

•Market positioning and competitor analysis

•Building brand identity

Session 2: Marketing Mix and Loyalty

•The 5 Ps of Marketing

•Customer experience and brand impact

•Retention and loyalty-building strategies

Additional Post-course Module (Choose One)
Customized Specialization

•High-Performing Teams: Performance management, feedback, appraisal skills

•Quality Systems: SOPs, compliance, regulatory frameworks

•Train the Trainer: Learning styles, training delivery, feedback models

•Risk & Resilience: Disaster risk assessment, risk communication

Who Should Attend?

This program is designed for:

  1. Supervisors and junior managers in the hospitality industry seeking to formalize and expand their leadership skills.
  2. Aspiring professionals aiming to step into their first management role within business and hospitality.
  3. Team leaders and frontline managers who wish to strengthen their financial, strategic, and customer service competencies.
  4. Hospitality professionals looking to gain an internationally recognized qualification to advance their career prospects.

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