The Confident Manager: Decision-Making in Hospitality

About This Course

Good decisions are at the heart of successful food and beverage operations. From staffing and menu choices to guest service and financial control, every decision impacts the team, the guest experience, and the business bottom line.

This course is designed for F&B managers and head chefs who want to sharpen their decision-making skills, reduce uncertainty, and lead with confidence in fast-paced environments.

You will learn how to:

• Understand the decision-making process and avoid common pitfalls

• Use data, guest feedback, and financial insights to guide better choices

• Balance short-term service needs with long-term strategy

• Apply problem-solving techniques during high-pressure shifts

• Make ethical, guest-focused decisions that strengthen trust and reputation

Each chapter includes a short quiz, with a final assessment at the end of the course. On successful completion, participants will receive a certificate in“The Confident Manager: Decision-Making In Hospitality.”

Course Curriculum

5 Chapters

Chapter 1 – The Decision-Making Process -

Explains the key stages of effective decision-making, from identifying the problem to reviewing the outcome, and highlights common pitfalls like avoiding responsibility or rushing choices.

Chapter 2 – Using Data and Guest Feedback -

Covers how managers use sales reports, labour costs, inventory, and guest feedback to make informed decisions that improve service, efficiency, and guest satisfaction.

Chapter 3 – Balancing Short-Term and Long-Term Choices -

Shows how managers balance immediate quick wins with long-term business goals, and how short-term fixes can impact finances, guest loyalty, and team morale if overused.

Chapter 4 – Problem-Solving Under Pressure -

Explores how to stay calm, prioritise tasks, delegate effectively, and use SOPs to make clear decisions during busy shifts or high-stress situations.

Chapter 5 – Ethical and Guest-Focused Decision-Making -

Covers integrity, fairness, and putting the guest first. Emphasises how ethical decisions build trust and shape team behaviour and guest loyalty.