Module Title: Introduction to Hospitality and Tourism

Introduction

The aim of this module is to provide students with an understanding of the nature of hospitality and

hospitality products from both local and international perspectives. It will ensure students acquire a

holistic understanding of the hospitality, including the travel and hospitality industry, including the

impacts of hospitality on destination economies, communities and fragile environments. Students will

be expected to take a critical perspective on the effects of hospitality on their own country, and how

hospitality can have a strategic developmental function.

Learning Outcomes

On completion of this module students will be able to;

Describe the history and structure of international travel and hospitality industry

Appraise the positive and negative impacts of tourism destination development

Analyse a range of tourist needs and motivations to travel

Discuss the development and distribution of hospitality products

Describe the role played by Government

Contents Chapter 1 The history and structure of

the travel, tourism, and

hospitality industry

• The historical beginning, growth and recent trends in hospitality, definitions of tourist and hospitality. Hospitality organizations, tourist boards, national and international organizations, lATA, WTO, CAA, BAA, ABTA, 'Visit Britain' and similar non-UK organizations.

Chapter 2 Tourists needs and

motivations

• The different types and needs of tourists; business, vacation, family, and tours

• Reasons for travel and the travel 'experience' for heritage, culture, scenery, weather

• Facilities, psychological and sociological influences, facilitators and motivators to encourage travel.

Chapter 3 Development of hospitality

products

• Factors required to become a tourist • destination • Development of destinations, and the demand

for niche holiday products, Man- made and natural tourist attractions

Chapter 4 Transport and

Accommodation

• Transportation facilities (road, rail, air, sea and inland waterways)

• Accommodation and food, the range available and grading criteria.

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Chapter 5 The distribution of

hospitality products

• The role of tour operators and travel agents, travel agents as intermediaries, the interrelationships Links between the sectors, distribution and information technology.

Chapter 6 Governments and

political issues

• The role of governments and influence on

hospitality, visas, permits and foreign exchange

restrictions, political unrest Hospitality policy.

Chapter 7 Positive and negative

economic hospitality

impacts

• Positive impacts: direct and indirect income

and employment, the multiplier effect,

contribution to GDP, currency exchange

rates

• Negative impacts: foreign ownership of facilities

and hotels, high level of imports of goods for

hospitality, high demand driven inflation,

seasonality, over dependence on hospitality

industry.

Chapter 8 Positive and negative

environmental hospitality

impacts

• Positive: conservation of natural beauty

areas, archaeological and historic sites,

improved Infrastructure, environmental

awareness

• Negative: environmental impacts, pollution, over

development leading to destruction of flora and

fauna, land use problems, waste disposal,

damage to archaeological and historic sites.

Chapter 9 Positive and negative

socio- cultural hospitality

impacts

• Positive: conservation of cultural heritage,

buildings and artefacts, renewal of cultural pride,

cross-cultural exchanges

• Negative: overcrowding, over commercialization, loss of authenticity or customs, social problems Influx of expatriate labour

Chapter 10 Hospitality ethics and

sustainable hospitality

• Issues in sustainable hospitality, sustainable

policies and procedures in destinations

• Hospitality business practices and codes of

conduct

Recommended Text

Introduction to Hospitality Industry, MENG QING JIE CHEN XUE QING XIE ZHONG TIAN

ZHE : XIE YAN JUN (Aug 1, 2009), China Tourism Press Pub, ISBN-10: 7503238011. ISBN-

13: 978-7503238017

Introduction to Hospitality, KFangJi (January 1, 2011), PZhiWenHuaShiI(Gu)GongSi Pub,

ISBN-10: 9862980001 ISBN-13: 978-9862980002

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Module Title: Front Office Operations

Introduction

This module introduces students to the systems and procedures required for Front Desk Office Operations. It emphasizes the importance of high standards in personal qualities and the provision of customer service. Students will develop knowledge and skills in reception procedures as well as understanding the key legislation that relates to reception procedures. They will also evaluate the suitability of different procedures for a range of hotel outlets.

Learning Outcomes

On completion of this module students will be able to:

Describe the range of front office operations and their functions

Discuss the importance of communication with other sections within the hotel

Explain the important role front office plays in selling the hotel and all its facilities

Demonstrate reception procedures and explain how they contribute to customer satisfaction

Explain the implications of key legislation for reception operations

Demonstrate and explain the suitability of reception procedures for different types of hotel outlets

Contents

Chapter

1

The role of the front

office in the Hotel’s

organisation

The hotel industry

Hotel organisational structures

The room division organisation

Chapter

2

Security and Safety

responsibilities

Security aspects of the hotel

Health and safety aspects

Customer care

Roles and responsibilities of a receptionist

Chapter

3

Communications Spoken communication

Non-verbal communication

Written communication

Telecommunications

Fax

E-mails

Handling incoming and outgoing mail

Chapter

4

Reservation

Procedures

Methods of receiving reservation requests

The information needed when receiving a

request

Use of international terms for rooms and bed

types

Packages offered by hotels and the range of

terms used to describe them

Methods used to record bookings such as

diaries, conventional charts, density charts, stop-go

charts and computers

Yield management and overbooking

Confirmation procedures, deposits and

guarantees and cancellation procedures

Reservation status, release times, guaranteed

arrivals

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Group reservations

Chapter 5 Check-in Procedures Registers, registration cards Booking out I walking a guest Chance arrivals. Key cards and keys, both mechanical and electronic Room status records and room allocation. Bedroom book, room status boards, computers. Group check in

Chapter 6 Electronic Booking

Systems

Systems such as Fidelio, which provides hardware and software supporting point- of sale systems.

Chapter 7 Notifications and

Records

Concerns the Arrivals list, Departures list, Room list, Function list, Wake up calls and papers and Guest history records

Chapter 8 Guest Accounting Payment procedures, cash I non cash payment, accepting different methods of payment, recording deposits, prepayment and refunds, processing visitors paid outs (VPO's), disbursements, petty cash, Establishing credit worthiness Banking procedures, reconciling I checking floats, completing banking documentation, Security for cash I non-cash payments and transfer to bank

Chapter 9 Payment Methods Cash and foreign currency I exchange Cheque such as the travellers cheque Credit cards which include charge card and debit card Vouchers Ledger accounts Advance deposits and pre-payments, Refunds

Chapter 10 Statistics and Reports Occupancy rates including double, sleeper, average room rate, revenue achieved, REVPAR and GOPPAR Guest statistics including length of stay, origin, average expenditure, source of bookings

Chapter 11 Selling Methods used by Front Office Staff

Benefits to organization, increased occupancy, repeat business, brand loyalty, customer loyalty, new business, increased market share, keeping within budget, resources and support, staff training Selling techniques, product knowledge, communication skills up selling, selling other services, using sales leads, repeat sales, referred sales, maximum occupancy and room revenue Procedures, enquires, reservation, status, cancellations, amendments, records and documentation, room allocation Overbooking, releasing rooms, deposits, paying commission.

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Recommended Text Hotel Front Office, S. Thomes, Braham, B., (1999)

Principles of Front Office Operations, Cassell, Baker, S., Bradley, P., & Huyton, J.,

(1994)

Module Title: Housekeeping

Introduction The aim of Housekeeping module is to provide students with an overview of the range of functions

within the facilities department of hotels. Summary of learning Outcomes

To succeed in this module, students must:

Describe the operational and supervisory aspects of running an accommodation

operation to the requirements of an international client

Explain the basic principles and procedures used in Housekeeping

Explain the range of accommodation provided and the regular processes of cleaning and maintenance necessary to ensure the facilities and accommodation meets the customer requirements

Describe the measures which influence and affect the facilities department

Discuss environmental issues and how they are managed

Contents

Chapter 1 Introduction to subject • The range of accommodation available

• The scope of the facilities department within international hotels.

Chapter 2 Organizational

structure and

Communication

• The structure of the department, the division of labour and staffing requirements.

• Communication between the accommodation

department and others in the hotel.

Chapter 3 The Linen Room • The security, inspection, storage and stocktaking of

linen.

Chapter 4 Materials • The use and care of hard and soft furnishings

used within hotels.

Chapter 5 Procedures and

Equipment

• The correct use of equipment and materials

• The procedures involved in cleaning accommodation and public areas of a hotel.

Chapter 6 Maintenance • The maintenance procedures of facilities.

Chapter 7 Legislation and emergency

procedures • The procedures to be followed in case of an

emergency

• The legal responsibilities and equipment.

Chapter 8 Energy and Green

Issues

• The main types of energy used in a hotel, the

ways these are metered

• Procedures used to minimize energy consumption

• How to be environmentally proactive.

Recommended Text

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• Hotel, Hostel and Hospital Housekeeping (5th Edition) Branson & Lennox, (1 965).

Published by Hodder and Stoughton

• Handbook of Facilities Management, Guildford Press, Butterworth Heinneman.

ISBN Spedding, A., (1994)

Module Title: Food and Beverage Operations

Introduction

The aim of Food and Beverage Operations module is to provide students with an understanding of the operational and supervisory aspects of running a food and beverage operations for an international clientele in a range of establishments to encourage an appreciation of the origins of such systems and to understand the various factors involved in meeting customer needs. Students will gain an understanding of food and wine and its service in a variety of styles of restaurant and establishments and they will have sufficient knowledge to produce a detailed plan for specified food and beverage operations.

Learning Outcomes To succeed in this module, students must:

Describe a range of Food and Beverage production and service methods used in a variety of outlets.

Explain the organization for a range of Food and Beverage operations.

Discuss measures to improve food and beverage practice and procedures.

Explain the purpose and methods of developing food production systems and how this meets customer requirements.

Contents Chapter 1 Food Production

Operations • Food production systems, cook-chill,

cook- freeze, Sous-vide and centralized production.

• The suitability of these systems to the operations. Quality Assurance systems. Chapter 2 Food Service

Systems • Methods of food service, silver service,

plate service, buffet, counter service, room service, self-service, assisted service. • Types of outlet, banqueting, fast food,

restaurant, public house, transport catering. • Implications, cost, customer

demand, timescale, staffing level, staff skill level, layout of operation.

Chapter 3 Production and sale of non-alcoholic and alcoholic beverages

• Operation, banquet, fast food, restaurant, public house, transport. Suitability of

operation. Preparation and layout of beverage service, service of beverages, alcoholic beverages, non-alcoholic beverages, hot beverages

Chapter 4 Menu planning and standard recipes

• Menu structure and trends, equipment and commodities, preparation and cooking, timing, use of standard recipes.

Chapter 5 Staffing Skills • Attitude, personal appearance, hygiene practices, attentiveness, body language, effective communications, team work, attention to detail.

Chapter 6 Functions and Events

• Types of events, planning, organizing and costing of an event, hygiene considerations, staffing the event, evaluation

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Recommended Text

Management of Food and Beverage Operations, Zhong Hua & Liu Zhi Liang (January 1,

2012), China Light Industry Press, ISBN-10: 7501982643. ISBN-13: 978-7501982646

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Chapter 1

Creating a safe

environment

• Health and safety policy, employers

responsibility, employees responsibility, identifying

• Reporting hazards, assessing risks,

preventative action, monitoring and review procedures, legislation

Chapter 2

Working with

Health and Safety

• Design and layout of workplace areas,

handling hazardous substances, manual handling, workflow

documentation, cleaning routines, dangerous equipment

Chapter 3

Fire • Fire hazards, fire legislation,

preventing fires, firefighting equipment

Chapter 4

Food Safety • Preventing cross contamination,

maintaining personal hygiene, proper storage, preparation and cleaning methods,

legislation, microbiology/ bacteria, temperature control, food pests, premises and equipment, food safety control

Chapter 5

HACCP • HACCP based food safety

management systems, • Purpose of HACCP, definition of hazard;

biological, chemical and physical hazards, hazard analysis, definition and examples of critical control points, good manufacturing practice

Chapter 6

Security • People - staff, customers and any persons in the premises

• Property- the building, equipment, • stock, personal items • Money- takings, floats, personal money,

cash, money transfers • Information- business records, personal

data

Module Title: Food Sanitation, Safety and Health

Introduction

This module makes an important contribution to the supervisory aspects of food hygiene and

safety. Supervisors with food safety and health and safety responsibilities need to ensure that

all staff operates in a safe, hygienic and efficient manner. The overall aims of this module are to

ensure students are familiar with key aspects of current legislation, good practice and health,

safety and food safety issues.

Learning Outcomes

On completion of this module students will be able to;

• Identify and discuss hazards and control risks • Describe the process of conducting a risk assessment • Explain how a review of workplace safety is conducted • Discuss the impact of legislation on employers, customers, staff and others who may use

the outlet

• Communicate information about workplace safety and food safety • Discuss the underlying principles of food hygiene and apply this knowledge to their work

Contents

Recommended Text

Food Nutrition and Sanitation, Yuan Zhong (February 1, 2012), Science Press, ISBN-10:

7030334531. ISBN-13: 978-7030334534

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Module Title: Hospitality Accounting

Introduction

This module will give students the knowledge, skills and techniques that will help with the

management decision making process. It will look at the process and practices which take place

within a hotel business environment and at the analytical skills required to understand accounting

and financial information.

Learning Outcomes On completion of this module students will be able to:

• Demonstrate a basic knowledge of accounting concepts and principles • Apply accounting concepts and principles • Appreciate the importance of costs and profit in a hotel business • Discuss the use of management accounting information as a decision making tool in a

hotel business environment

Contents

Chapter 1

System for Financial

Accounting

• Balance sheet, capital expenditure, revenue expenditure, classification of

transactions and their effect on the balance sheet into Asset and Liability exchange, Investment and Drawings by the owner; Investment by, and

• Repayments to third parties; and Profit and Loss

• Methods of recording, processing and

correcting financial information, the double entry system and the extraction of

a trial balance

• Types of errors and their correction using suspense accounts, calculation of profit

and loss from a trial balance using the vertical format, accruals and pre- payments and their effect on the final accounts, preparation of a balance sheet at the end of the financial period. Chapt

er 2 Accounting for

Credit

Transactions

• The difference between cash and credit transactions, debtors and creditors accounts, matching of accounts with statements received,

• The use of credit control systems, provision for bad or doubtful debts.

Chapt

er 3

Accounting for

Cash • The importance of cash to a firm, bank

reconciliation, cash and credit card takings control, petty cash systems, handling foreign currency, cash flow forecasts for simple firms.

Chapter 4

Purchasing and

Storage of Goods

• The policies and procedures for purchasing

of food and non-food items for a hotel environment

• The use of standard purchasing

specifications and other recognized standards/brand names when ordering both food

and non-food items, the documents used in purchasing and their purpose and relationship to each other

• The correct storage of commodities including

legal requirements for food and chemicals. The Security aspects of storing high

value items, procedures for the issuing of stock items, including all records kept, and checks on the use of commodities.

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Recommended Text

Hospitality Accounting, Nestor de J. Portocarrero Elisa S. Moncarz (January 1, 2005), ISBN-

10: 9861541993 .ISBN-13: 978-9861541990

HospitalityAccounting,ChenGuoJiaZongCeHuaLiuZiQiang.Fang@GuangBianZhe (January 1,

2011), PuLinSiD Pub, ISBN-10: 986653460X. ISBN-13: 978-9866534607

Chapter 5

Raw Materials

Costs • Dish and portion costing for a range of

food and beverage items, setting the selling price using formulas to achieve

specific gross profit margins

• The use of percentages when calculating

gross and net profit, the importance of both portion control and standard recipes to ensure maximum profits are achieved.

Chapter 6

Employee Costs • Methods of remunerating employees,

measurement of staff efficiency, payroll systems, accounting for payroll costs including

Payroll

• Taxes to governments.

Chapter 7

Cost Control • The calculations of dish and portion costing for a range of food and beverage items, setting the selling price using product costing, by the use of formulas to achieve specific gross profit margins,

• The use of percentages when calculating gross and net profit.

Chapter 8

Portion Control

And

Standard Recipe

• The importance of both portion control • Standard recipes to ensure maximum

Profits are achieved. Chapt

er 9 Menu Costing • Menu costing and the effect of variances in sales

mix on the profitability of an operation linked to differential gross

profit margins.

Chapter 10

Labour Costs • How labour costs are calculated and the factors

to be considered when calculating them, typical labour costs for a variety of operations

• Use of percentages, a number of methods for measuring labour efficiency.

Chapter 11

Operating

Overheads

• The definition of overheads, and

examples, relating to food and beverage and accommodation operations, basic departmental operating statements

Chapter 12

Forms of Payment

• An analysis of the different forms of payment generally accepted by the hotel industry including Cash, Cheques, Foreign currency, Travellers' cheques, Credit cards, Credit accounts, Debit cards, Internet payments

• The advantages and disadvantages of each form of payment.

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Module Title: Customer Service

Introduction This module give the students a better understanding of what is customer service and how it can

provide quality product or service that satisfies the needs/wants of a customer. It also emphasises

the effective communication skills in customer relations and services, and learn how to deal with

various customer- related situations, which is also an integral part of tourism and hospitality studies. Learning Outcomes

On completion of this module students will be able to;

Describe and explain customer relations and services;

Identify the personal attributes of a service staff; Describe how culture may influence customer expectations; Identify and discuss appropriate etiquette and customs for receiving customers of different

cultural backgrounds, e.g. appropriate appellations, gestures and eye contact;

Explain the importance of company policy in improving and maintaining quality customer

services;

Contents Chapter 1 Introduction to Customer

Service

Who is Customers?

Why customers are important?

The nature of customer service

Chapter 2 Personal Attributes of

Hospitality and Tourism Staff

Personality

First Impression

Personal Grooming

Personal Hygiene

Chapter 3 Communication Skills What is Communication?

Types of Communications

Listening and Speaking Skills

Barriers to Communication

Chapter 4 Use of English in Customer Service

Basic Grammar Rules

Common Mistakes

Vocabulary of Politeness Chapter 5 Customs and Etiquette Cultural Difference

What is Ethics?

Greetings

Chapter 6 Customer Expectations and Perceptions

How to Gain Customer Loyalty?

How to Meet and Exceed Customer Satisfaction? Chapter 7 Handling Customer

Complaints How to Handle Customer Complaints?

Effective Ways to Handle Customer Complaints

Chapter 8 Dealing with Difficult Customers

Types of Customers

How to Deal and Tackle Difficult Customers?

Recommended Text:

Hospitality service technology, Wu YiZhen & Fu YaQi (2013),QuanHua Press Pub,ISBN-10: 9572184830 ISBN-13: 978-9572184837

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Module Title: Organizational Behaviour in Hospitality Industry

Introduction

This is an introduction to the basic concepts and topics in organisational behaviour (OB). It focus on

OB at three levels: individual, interpersonal, and collective. Students will learn the individual level,

covering decision-making, motivation, and personality and then turn to the interpersonal level,

covering power, influence, and negotiations. Finally, the course will move up to the collective level,

covering groups and managing change

Learning Outcomes On completion of this module students will be able to:

• Identify and discuss core themes of current debates in organisational theory and behaviour • Discuss the base of individual behaviour and interpretation • Recognise group and team dynamics and develop adequate operational theories

• Describe the interplay of organisation structure, culture, theory and politics

• Discuss intra-organisational and inter-organisational issues

Contents

Chapter 1 Introduction to Field of

Organizational Behaviour

• Perspective of Organizational Effectiveness • Types of Individual Behaviour • Contemporary Challenge for Organizations

Chapter 2 Individual Behaviour,

Personality and Values

• Self-Concept: The “I” in organizational behaviour

• Values in the workplace and across culture • Ethical values and Behaviour

Chapter 3 Perception and Learning in Organization

• The Perceptual process • Improving Perception • Learning in Organization

Chapter 4 Workplace Emotions,

Attitude and Stress

• Emotional Labour and Emotional Intelligence • Job Satisfaction and Organizational

Commitment • Workplace Stress and Stress Management

Chapter 5 Employee Motivation,

Foundation and

Practices

• Expectancy Theory of Motivation • Organizational Justice • Job Design and Empowerment

Chapter 6 Team Dynamics • Teams and informal groups • Advantages and disadvantages of teams • Organizational and team environment

Chapter 7 Communicating in

Teams and

Organizations

• The importance of communication • Communication channels • Choosing the best communication medium

Chapter 8 Power and Influence in

the workplace

• The meaning of power • Source of powers in the organization • Contingencies of power

Chapter 9 Conflict Management • Is conflict good or bad? • Conflict process model • Structural sources of conflict in organization

Chapter 10 Leadership and

Organizational Change

• Meaning of leadership • Competency perspective of leadership • Behavioural perspective of leadership • Elements of organization structure, culture • Changing and strengthening organization

culture Three approaches to organizational change

Recommended Text

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Management and Organisational Behaviour, Ben She & Yi Ming (2000), China Economic

Press, ISBN-10: 7501760470. ISBN-13: 978-7501760473

1. Assessments

Assessment for all module comprises of:

Assessment Components Base Marks Weightings

Examination 100 100%

To achieve a pass grade in this module, students must obtain an overall mark of at least 40%.

1.1. Marking assessments 1.1.1. Examinations

Examinations will take the form of essay question papers and/or multiple choice question papers.

2. Industrial Attachment Program Strongly recommend and encourage students to undertake Industrial Attachment as part of students’ educational development. This enables theoretical learning in the classroom to be applied to practical learning situations and encourages application of theory and knowledge in appropriate context.

3. Other Course Details 3.1. Course Intake

Full-Time: Every Two Months / Modular Part-Time: Every Three Months / Modular

3.2. Module Delivery Details

Module Delivery Details- Notional Student Workload

Mode Lecture I Tutorial/ Seminars I

Workshops(Lab Work)

Student

Independent

Learning

Total

Hours

FT/PT 33 hrs. (9+2 Sessions of 3 hrs. each 11*3) 100 hrs. 133 hrs.

3.3. Duration Full Time classes: 6 months Internship program: 6 months (Optional) Students attend lessons for a period of 6 months from Monday to Friday. Plus 6 months Industrial Attachment program (Optional)

3.4. Attendance Criteria STP holders – 90% Non-STP holders – 75%

3.5. Teacher-Student Ratio 1 Teacher: 60 Students

3.6. Graduation Requirements

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All students are required to pass all the modules in this course.