Institute of Commercial Management | Qualification Subject

Organisational Behaviour & Hospitality Management

ICM Professional Diploma Unit


  • What is organisational behaviour?
  • Why organisational behaviour in hotels and restaurants
  • Why an international perspective?
  • The content of the book
  • Writing style

Ways of Seeing Organisations

  • Introduction
  • Reading organisations
  • What is organisational behaviour?
  • Looking at elephants
  • Management gurus
  • Learning about organisational behaviour
  • Tips for studying organisational behaviour

Ways of Seeing Hospitality Organisations

  • Introduction
  • Being hospitable
  • Selling a service
  • Hotels and restaurants as leisure products
  • Work in hotels and restaurants

The Many Faces of Culture

  • Introduction
  • What is culture?
  • Uncovering culture
  • National cultures
  • Organisational culture

Motivation, Job Performance and Job Satisfaction

  • What do people want from work?
  • Content theories of motivation
  • Process theories of motivation
  • Money and motivation

Groups & Leading Groups

  • Working with others
  • How do groups work?
  • Leading the group
  • How can group working and leadership skills be improved?

Designing Jobs and Organisational Structures

  • Introduction
  • Enrich or simplify?
  • The characteristics of an enriched job
  • Against job enrichment
  • The flexible organization
  • Organisational structures

Managers and Their Roles

  • Introduction
  • What do managers do?
  • What do hospitality managers do?
  • Controversies in hospitality management
  • Is management changing?
  • Women managers: female travellers in a male world
  • Travellers in a white world

Serving Customers

  • How do you “manage” a smile?
  • The sovereign customer
  • It’s all an act
  • The customer is not always right

The Wider Environment

  • Introduction
  • The survival of the fittest
  • Organisations as instruments of domination
  • Social responsibility

Into the Future

  • Ways of seeing organisations
  • Ways of seeing hospitality organisations
  • The many faces of culture
  • Motivation, job performance and satisfaction
  • Groups and leading groups
  • Designing jobs and organisation structures
  • Managers and their roles
  • Serving the customer
  • The wider environment
  • Final thoughts

Example Candidate Response Booklet

Example Candidate Response (ECR) Booklets are a source of crucial information for Centres and Candidates as they use real candidate responses. We ask Senior Examiners to comment on five or more responses in terms of why the mark was awarded with commentary about how to improve the answer (if necessary).

Recommended Reading

Main Text:

Organizational Behaviour in Hotels & Restaurants – Yvonne Guerrier (Wiley)

Indicative Text:

Alternative Text and Further Reading: