• Universidad de Palermo

Human Capital Management in Hospitality

Discover how to build an effective and motivated team with tools and techniques to recruit, select, and train your hotel staff.

Group of four hotel workers stood together including a chef and concierge.
  • Duration

    4 weeks
  • Weekly study

    3 hours

Assess the skills, knowledge, and potential of your team

Since people are a key element in hospitality management, it’s vital that you understand the human capital of your business: the skills, knowledge, competencies, and attributes of your team.

You’ll learn the importance of human capital in the hospitality industry on this four-week course, from recruiting and training the perfect team to managing motivation and teamwork to ensure guest satisfaction.

Explore the relationship between internal and external customers

Making sure that your guests are happy with the service in your hotel is one of the most important factors in hotel management. But you also have internal customers that need to be satisfied, and that’s the staff.

You’ll learn how to assess the different aspects of human capital and identify which skills and attributes can give you a real competitive advantage.

Develop effective processes for recruiting and motivating teams

To optimise service, you need to first understand what makes a great team function effectively.

You’ll look at the full process of building a highly competitive and productive team, from recruitment and selection to motivating them. You’ll learn the techniques and tools to use to ensure you build and cultivate the best team for your business.

Learn techniques for hospitality training and management in the digital era

Much has changed in the hospitality industry over the years, with digital tools transforming many aspects of the hotel business.

This course will guide you through human capital management in the digital era and how using digital tools and robotics can improve your training and overall management of staff.


  • Week 1

    Human capital

    • What is human capital and how is it managed in the hospitality industry?

      In this activity we present the main topics and the itinerary for this week and invite you to reflect on the importance of people and their relationship to hospitality.

    • What is hospitality? How can we entertain guests in the hospitality industry?

      In this activity, we'll reflect on knowledge about people and their human capital, the hotel tourism organisation and the relationship with the client/guest as requirements for the achievement of hospitality.

    • Identifying aspects of human capital

      In this activity, we will look at what makes human capital the real competitive advantage for organisations in the sector.

  • Week 2

    Personnel planning in the different departments of a hotel

    • What are the departments that make up a hotel organization?

      In this activity, we'll analyze and assess the value of jobs.

    • What is the Human Resources area within the organization?

      What are its characteristics and responsibilities? In this activity, we will analyze this.

    • Learning how to plan human resources in hotel companies

      In this activity, we'll summarise the importance of selection and recruitment of workers in the hospitality industry.

  • Week 3

    The operation of competitive and motivated teams

    • Team building considerations

      In this activity we define a team in a hotel organization.

    • The importance of knowledge management

      What is knowledge management and what are its characteristics?

    • Understanding how high-performing, competitive and motivated teams work

      In this activity, we summarise the importance of employee training in the hospitality industry.

  • Week 4

    The implications of changes in human capital management in the age of digitisation

    • Benefits of managing human capital effectively in the face of change

      We will describe the importance of the leader, their skills, and their responsibilities in the hotel organization in the face of change.

    • The importance and characteristics of the organizational environment

      How can human capital be measured?

    • Conclusion of the last week and end of the course

      Approach to the concepts studied and reflections on what we have learned.

Learning on this course

On every step of the course you can meet other learners, share your ideas and join in with active discussions in the comments.

What will you achieve?

By the end of the course, you‘ll be able to...

  • Identify the aspects of human capital that transform them into a real competitive advantage in the organisations of the sector.
  • Investigate how to plan the staff needs in different departments of a hotel company.
  • Evaluate the functioning of highly competitive and motivated teams.
  • Explore the scope of changes in human capital management in the era of digitalisation and robotics.
  • Practice the processes of description and design of profiles in a context of permanent change in labour competences.

Who is the course for?

This course is designed for anyone with an interest in the tourism and hospitality sector. It will be especially useful to university students currently studying hospitality or for any professionals in the industry.

If you want to explore this subject further, you may be interested in these courses. They’re from the same provider and share the same overall learning outcomes:

Who will you learn with?

Degree in Nutrition. Postgraduate degree in university teaching. Studying a master's degree in Economics and Tourism Development. Currently, she teaches at the University of Palermo.

Who developed the course?

Universidad de Palermo

Universidad de Palermo is global university based in Argentina, recognised as one of the best and most innovative in Latin America.

Learning on FutureLearn

Your learning, your rules

  • Courses are split into weeks, activities, and steps to help you keep track of your learning
  • Learn through a mix of bite-sized videos, long- and short-form articles, audio, and practical activities
  • Stay motivated by using the Progress page to keep track of your step completion and assessment scores

Join a global classroom

  • Experience the power of social learning, and get inspired by an international network of learners
  • Share ideas with your peers and course educators on every step of the course
  • Join the conversation by reading, @ing, liking, bookmarking, and replying to comments from others

Map your progress

  • As you work through the course, use notifications and the Progress page to guide your learning
  • Whenever you’re ready, mark each step as complete, you’re in control
  • Complete 90% of course steps and all of the assessments to earn your certificate

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