1. course syllabus & content module title: introduction to
TRANSCRIPT
1. Course Syllabus & Content
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.
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
• The Business of Hospitality, Holloway, J.C., (2002), Longman • An Introduction to Hospitality, Butterworth-Heinneman, Lickorish, L.,and Jenkins,
C., (1997)
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
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.
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
• 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
Recommended Text
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
• Food and Beverage Service (Hodder and Stoughton), Lillicrap D., Cousins J., and
Smith, R., (1998)
• The Management of Foodservice Operations, (Cassell) Merricks, P., and Jones,
P., (1994)
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
The Food Hygiene Hand book, Aston, G., (2001)
• Essential Food Hygiene, Donaldson, R.J., (1999), H a r t l e y Reproductions Ltd
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.
Chapter 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.
Chapter 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.
Recommended Text
• Hospitality Accounting, Nestor de J. Portocarrero Elisa S. Moncarz (January 1, 2005), ISBN-
10: 9861541993 .ISBN-13: 978-9861541990
• Accounting for Hotel, Travel and Leisure, Owen, G., (1999), Longman • The Fundamental Principles of Restaurant Cost Control, Pavesic, (2004), Prentice Hall
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. Chapter 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.
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: Customer Service in The Hospitality And Tourism Industry. Donald M. Davidoff, Davidoff Associates
ISBN-10: 0138089167 • ISBN-13: 9780138089160 Customer Service: A Practical Approach, Elaine K. Harris. ISBN-10: 013274239X • ISBN-13: 9780132742399
Customer Service for Hospitality and Tourism. Simon Hudson, Louise Hudson. ISBN: 978-1-908999-33-7 HBK, 978-1-908999-34-4 PBK
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 • McShane, Glinow; (2009); Organizational Behaviour Essentials; 2nded , Mcgraw-Hill
Facilities and Maintenance Management Facilities management is firmly established as an important subject in the academic discipline in the higher education sectors. This is because this subject introduces the balance of generic management skills core quality of an organization, the value and the risk in processes and to be focused on the facilities operations. These operational skills for the delivery of the facilities services are covered by the management of space, environment, communications and the full range of services that supports business effectiveness in the hospitality and tourism industry. Learning outcomes: On successful completion of this module, students should be able to: • Understand the extent of facilities management in the hospitality and tourism industry • Define and analyze the importance of having the maintenance and engineering
department • Identify the impediments to understand the role the building plays in the profitability of
the hospitality and tourism environment. • Be aware of the security and green issues involved in this subject Syllabus
• The Facilities Management Impact • The Maintenance/Engineering Department • Issues and Trends • Solid and Hazardous Waste • Water Systems • Electrical Systems • Heating Systems • Cooling Systems • Ventilation • Safety and Security
Lesson Plan
Session Subject
1 Facilities and Maintenance Introduction
2 The Facilities Management Impact
3 The Maintenance/Engineering Department
4 Issues and Trends
5 Solid and Hazardous Waste
6 Water Systems
7 Electrical Systems
8 Heating Systems
9 Cooling Systems
10 Ventilation
11 Safety and Security
12 In-class test/presentation
13 Revision
14 Revision
Recommended Textbook
Managing the Built Environment In Hospitality Facilities, First Edition. Dina Zemke, Thomas Jones published by Pearson, Prentice Hall (2010)
Food and Beverage Management This module focuses on the analysis of the operations and determines the best course of action in food & beverage operations and management. It examines the ways to maximize service efficiency and productivity to satisfy demands of today's guests. Topics also include organization of food & beverage operations, marketing, nutrition, menu, standard product costs & pricing strategies, productions, service, cost controlling, facility design, layout and equipment. Learning outcomes On successful completion of this module, students should be able to: • Identify the major factors affecting the growth of the food and beverage industry. • Understand the customer. • Develop a marketing plan. • Promote the operation. • Understand the pricing and designing of the menu. • Understand the important of delivering high quality service. • Understand the important of physical facility. • Develop procedures for the effective purchasing, receiving, storing, and issuing of items
used in the operation. • Understand the important of kitchen equipment selection, maintenance and energy
management • Exercise effective cost controlling • Learn about the concept of risk management and the safeguarding of assets. Syllabus
• Food and Beverage Operations and Management • Developing the Consumer-Product Relationship • Food Production • Beverage Control • Designing Operational Areas, Equipment and Staffing of Foodservice Operations • Food and Beverage Service • Performance Appraisal and Decision Making
Lesson Plan
Session Subject
1 Food and Beverage Operations and Management
2 Food and Beverage Operations and Management
3 Developing the Consumer-Product Relationship
4 Developing the Consumer-Product Relationship
5 Food Production
6 Beverage Control
7 Designing Operational Areas, Equipment and Staffing of Foodservice Operations
8 Designing Operational Areas, Equipment and Staffing of Foodservice Operations
9 Food and Beverage Service
10 Food and Beverage Service
11 Performance Appraisal and Decision Making
12 In-class test/presentation
13 Revision
14 Revision
Recommended Textbook Food and Beverage Management by, John Cousins, David Foskett and Caolein Gillespie. Second edition, Published by Financial Times, Prentice Hall Caserani,V; Kinton, R and Foskett, D (2004), Practical Cookery, (Hodder and Stoughton)
Human Resource Management This module will provide the students with an in-depth understanding of the strategic and coherent approach to an organization's most valued assets - the people working there who individually and collectively contribute to the achievement of the objectives of the business. This module will also focus on effective business practices in the hospitality industry, like performance and reward management, to ensure the motivation and success of the human resource of the company. They will be introduced to different learning theories and styles, helping them reflect on their learning experience and increasing their effectiveness as independent self-learners. In addition, they will be involved with personal development planning (PDP) to improve their employability and professional skills. Learning outcomes On successful completion of this module, students should be able to: • To have an understanding of the purpose, importance, and philosophy of human resource
management and be able to trace the historical development of the field. • To understand the internal organizational and external environmental factors influencing
the implementation of human resource management policies. • To evaluate the contribution of individual human resource activities to improving the
quality of work life of employees and increasing productivity and effectiveness of organizations
Syllabus • Introduction to HRM • Strategic HRM • Job Analysis and Job Design • Human Resource Planning • Recruitment and Selection • Motivation and Work Behaviour • Managing and Evaluating Employee Performance • Human Resource Development • Managing Compensation, Rewards and Performance Management
Lesson Plan
Session Subject
1 Introduction to HRM
2 Strategic HRM
3 Job Analysis and Job Design
4 Human Resource Planning
5 Recruitment and Selection
6 Recruitment and Selection
7 Motivation and Work Behaviour
8 Managing and Evaluating Employee Performance
9 Human Resource Development
10 Managing Compensation, Rewards and Performance Management
11 Managing Compensation, Rewards and Performance Management
12 In class test/Presentation
13 Revision
14 Revision
Recommended Textbook
Eade, Vincent H.; Boella, M. J.; Goss-Turner, Steven (2005). Human Resources Management in the Hospitality Industry: An Introductory Guide. 8th ed. Oxford: Elsevier/Butterworth-Heinemann.
Meetings, Incentives, Conferences and Events This module introduces students to this sector of the tourism industry, and will cover both business and leisure events. The specific characteristics of the Meetings, Incentives, Conferences, Events sector (MICE) will be discussed, including impacts for tourism development, conference marketing, management of meetings and conferences and the growing importance of event tourism will be discussed. Learning outcomes On successful completion of this module, students should be able to: Examine the key characteristics of the Meetings, Incentives, Conferences, Events
sector (MICE) Illustrate the range of existing leisure events, analyse their characteristics and their
role in the development of tourism Critically discuss the role of the government sector in managing, promoting and
funding leisure events Critically assess the range of operational and management tasks necessary in order to
manage events successfully
Syllabus Introduction to MICE Meetings Incentives Conferences Events Issues with MICE Marketing for MICE Venue Management Distribution and the Role of Travel Agents Planning and Project Management
Lesson Plan
Session Subject
1 Introduction to MICE
2 Meetings
3 Incentives
4 Conferences
5 Events
6 Issues with MICE
7 Marketing for MICE
8 Venue Management
9 Distribution and the Role of Travel Agents
10 Planning and Project Management
11 Planning and Project Management
12 Case Study/In Class Test
13 Revision
14 Revision
Recommended textbook
‘Project Activities Planning and Management’, Author: Lynn Van Der Wagen’, Tourism Educational Publisher. Bowdin, Allen, O’Toole, Harris, McDonnell. 2011 (3ed) Events Management. Oxford Bowdin, G, Getz D and U Wunsch. 2010. Events Management Casebook, Oxford Management. Oxford Forsyth, P. 1999, Maximizing Hospitality Sales: How To Sell Hotels, Venues And Conference Centres, Cassell, London.
Marketing in Hospitality and Tourism This module will provide the learners with a wide understanding of the role of marketing and its application in the hospitality and tourism industries. It also helps the student to understand the marketing contexts better in achieving the organisations goals and objectives and also to maximise revenue and profit in a long term. Learning outcomes On successful completion of this module, students should be able to:
Analyse and understand the role of marketing and its applications in a hospitality and tourism industry
Develop marketing communications plans for the hospitality and tourism industry
Understand and define the customer’s needs
Examine the role of sales in the hospitality and tourism industry
Develop marketing plan for a hospitality and tourism organisation Syllabus
Introduction to Marketing
Planning and Strategy
Market Research
Customers Needs and Identification
Marketing Tools
Marketing Sales and Tools
Lesson Plan
Session Subject
1 Introduction to Marketing (1)
2 Introduction to Marketing (2)
3 Planning and Strategy (1)
4 Planning and Strategy (2)
5 Market Research
6 Customers Needs and Tools
7 Customers Needs and Tools
8 Marketing Tools
9 Marketing Tools
10 Marketing Sales and Tools
11 Marketing Sales and Tools
12 Case Study/In Class Test
13 Revision
14 Revision
Recommended textbook
Marketing Communication in Tourism and Hospitality, McCabe, S. 2009. Oxford: Butterworth- Heinemann
Issues in Hospitality and Tourism Industry
This module covers the understanding how to identify emerging issues on the tourism and hospitality industry and examining their impact towards the hospitality and tourism industry. Students will be able to understand how important it is to tackle all the issues emerging in the hospitality and tourism industry because these issues really gives a great impact towards the industry. Learning outcomes On successful completion of this module, students should be able to:
Identify the common issues that occurs in hospitality and tourism industry
Analyse the information using accepted analytical data and techniques
Evaluate the reliability and validity of the information broadcasted by medias Understand the ethics and social responsibility
Syllabus
The Hospitality and Tourism Industry in the 21st Century
Technology in Hospitality and Tourism Industry
Globalisation
Environmental Issues
Green Issues
PEST Impacts
Domestic and International Issues
Corporate Social Responsibilities and Ethics in Hospitality and Tourism Industry
Risk and Crisis Management
Change Management
Business Continuity and Contingency Planning
Lesson Plan
Session Subject
1 The Hospitality and Tourism Industry in the 21st Century
2 Technology in Hospitality and Tourism Industry
3 Globalisation
4 Environmental Issues
5 Green Issues
6 PEST Impacts
7 Domestic and International Issues
8 Corporate Social Responsibilities and Ethics in Hospitality and Tourism Industry
9 Risk and Crisis Management
10 Change Management
11 Business Continuity and Contingency Planning
12 Case Study/In Class Test
13 Revision
14 Revision
Recommended textbook Understanding Tourism: A critical Introduction. Hannam K and Knox, D.2010. London : Sage Resort Management This module introduces students the function of management as an integrating activity within the hotel and resort sectors. It will investigate the principles behind the concepts of resort management including: quality management; operational strategies; performance and control systems. Students will also consider the use of revenue and pricing; principles of sustainability, effective marketing approaches as well as legal considerations. Learning outcomes: On successful completion of this module, students should: Understand and discuss the development of this sector Apply management principles and techniques to resort business to analyse and
evaluate their functional strategies Analyse the value of being able to forecast demand and apply principles of effecting
change through tactical price setting, product development and revenue management Apply principles of holistic management performance measurement and assess key
performance indicators Appraise the sustainability of resort businesses and the possible future directions
Syllabus Resorts: Overview, Features and History Challenges for the Resort Market
Market conditions Changing demand trends Competition
Resort Seasonality Governance Challenges and Strategies for Resort Management Marketing Issues for Resorts Environmental and site management HR Practices The Future of Resorts
Lesson Plan
Session Subject
1 Introduction, Overview, Features and History
2 Challenges for Resort Market
3 Challenges for Resort Market
4 Resort Seasonality
5 Governance
6 Challenges and Strategies for Resort Management
7 Challenges and Strategies for Resort Management
8 Marketing Issues for Resorts
9 Environmental and Site Management
10 HR Practices
11 The Future of Resorts
12 Case Study/In Class Test
13 Revision
14 Revision
Recommended textbook
Murphy. Peter, 2008. The Business of Resort Management. Butterworth-Heinemann
Niche and Speciality Tourism Niche Tourism studies a wide range of forms of tourism that are becoming increasingly important for the tourism industry. The module covers: culinary and beverage tourism; health and medical tourism; and a wide range of speciality/niche types of tourism. This will provide students with the ability to recognise and apply strategies appropriate for particular circumstances and successfully compete for visitors. Learning outcomes On successful completion of this module, students should: Demonstrate ability and knowledge necessary to target niche markets in a more
effective manner, according to the needs of business as well as market development Interpret market trends and match and design or redesign niche tourism products
appropriate to a particular destination Find, evaluate, use and appropriately refer to relevant information
Syllabus Introduction to Niche Tourism Culinary and Beverage Tourism Health and Medical Tourism Speciality/Niche Tourism Special interest tourism Dark tourism Film induced tourism Traditional culture based tourism Activity/Sports tourism Extreme tourism Marketing for niche tourism Future trends
Lesson Plan
Session Subject
1 Introduction
2 Food and Beverage Tourism
3 Health and Medical Tourism
4 Speciality/Niche Tourism
5 Special Interest Tourism
6 Dark and Film induced Tourism
7 Traditional and Culture Tourism
8 Activity/Sports Tourism
9 Extreme Tourism
10 Marketing Niche Tourism
11 Future Trends
12 Case Study/In Class Test
13 Revision
14 Revision
Recommended textbook
Novelli, M. 2005 Niche tourism: Contemporary issues, trends and cases. Butterworth-Heinemann Smith, M., Puczko, L. 2008. Health and Wellness Tourism. Butterworth-Heinemann