User:Sunetra/Temp/Syllabus.doc
Syllabus submitted to NIOS for approval:
- Housekeeping
- Front Office
- Food & Beverage Service
Course Coordinator: Mrs. Sunetra Roday
UNIT 1. Introduction to Tourism and Hospitality.
- Growth of Tourism and Hospitality.
- Employment opportunities in Tourism and Hospitality Industry.
- Introduction to Hotels and its departments.
UNIT-2. Role of front office in Hospitality operation.
- Introduction to front office department
- Importance of front office in hotels
- Layout and sections of front office
- Function and scope of the front office
- Hierarchical position of front office
UNIT-3. Organization Chart of front office department
- Organization of front office department on the basis of size – small, medium and large; on the basis of type – high end, budget and low end
- Job positions in the front office department
- Qualities, personality traits and competencies of front office staff
UNIT-4. Room Types and Tariff
- Types of rooms.
- Food / Meal plans.
- Types of room rates. (Rack, FIT, crew, group, corporate, weekend etc.)
UNIT-4. Reservation
- Role of Reservations
- Modes and sources of Reservation
- Formats used
- Procedure of taking a Reservation
- Procedure for taking a Group Reservation
- Amendment and Cancellation of Reservation
- Terminology of Reservation
UNIT-5. Reception
- Role of Reception
- Various Records Maintained at Reception
- Registration of guests – Indian, foreign, VIP and group
UNIT-7. Cashier
- Role of Cashier
- Check-out and modes of bill settlement, guest folio
- Credit limit, allowances & paid outs
- Night shift procedure in reception
UNIT-6. Other Functions of Reception
- Handling guest requests & queries
- Handling messages & mail
- Handling guest complaints
- Providing local information to guests
- Safety locker management
UNIT-7 Telephones
- Telephone Etiquettes
- Handling a Telephone call
UNIT-8. Bell Desk / Concierge
- Importance of Bell Desk
- Role of a bell boy / concierge
- Handling of guest Baggage
- Handling of Group Baggage
- Left luggage
- Paging service
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SUBJECT: HOUSEKEEPING
UNIT 1. Introduction to Tourism and Hospitality.
- Growth of Tourism and Hospitality.
- Employment opportunities in Tourism and Hospitality Industry.
- Introduction to Hotels and its departments.
UNIT-2. Role of Housekeeping in Hospitality operation.
- Introduction to housekeeping department. Hierarchical position of Housekeeping.
- Importance of housekeeping in hotels and other sectors.
- Function and scope of housekeeping department.
- Layout of housekeeping department.
UNIT-3. Organization Chart of housekeeping department
- Organization of housekeeping department on the basis of size – small, medium and large; on the basis of type – high end, budget and low end
- Job positions in housekeeping department.
- Qualities, personality traits and competencies of housekeeping staff.
UNIT-4. Introduction to Cleaning
- Definition and principles of cleaning.
- Work place hygiene.
- Identification of surfaces and its cleaning.
- Frequencies of cleaning – Daily & Periodic, Regular and Thorough.
UNIT-5. Cleaning Resources
- Cleaning Tools
- Cleaning aids – Manual – classification, use, care and storage.
- Cleaning equipment- Mechanical - classification, use, care, and storage.
- Cleaning agents- classification, dilution, use, storage.
- Miscellaneous cleaning tools - use, care and storage.
- Cleaning Methods
- Manual cleaning.
- Dry and wet
- Mechanical cleaning.
- Dry and wet
UNIT-6. Guest room
- Guest floor layout.
- Types and Layout of a guestroom.
- Guest supplies, amenities, essentials and loan items.
- Guest room servicing – according to occupancy status.
UNIT-7. Housekeeping Records.
- Cleaning records.
- Staff records.
- Office records.
UNIT-7. Public Area cleaning.
- Classification of public areas.
- Frequencies of cleaning – Daily & Periodic, Regular and Thorough, Night.
UNIT-8. Linen and Laundry.
- Linen-types and sizes.
- Laundering procedure – linen and guest laundry.
- Linen room-layout and records.
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- Introduction to the Food & Beverage Industry
Growth of Tourism Industry.
Classification of Catering Establishments (Commercial & Non-Commercial)
Food & Beverage Operations (Types of F&B Outlets in
hotels)
Employment opportunities in Hospitality Industry with special emphasis on Food & Beverage Service.
- Food & Beverage Service Personnel
Hierarchical Structure of Food and Beverage Service Staff
with job Profile in various F&B outlets.
Attitudes & Attributes of Food & Beverage personnel, competencies.
Importance of hygiene in Food & Beverage Service
Basic Etiquettes
Interdepartmental relationship
- Food & Beverage Service Equipment
Types & Usage of Equipment - Furniture, Chinaware, Silverware. Glassware, Linen & Disposables,
Special Equipment
Role of Kitchen stewarding department.
Dishwashing -I. Manual.II. Machine.
Care & maintenance of equipment (Polishing methods of silverware and stainless steel.)
4)Menu knowledge
Introduction
Types –Ala Carte & Table D’hote
Menu Planning, considerations and constraints
Menu Terms.
Classical French Menu.
Classical Foods & its Accompaniments with Cover.
Table setting & laying of cover.
Rules for waiting at a Table.
- Control Methods
Necessity and functions of a control system,
Billing Methods – Duplicate & Triplicate System, KOTs & BOTs, Computerized KOTs (Kitchen Order Ticket, Beverage Order Ticket)
Flow chart of KOT
Presentation of bill.
6)Types of Food & Beverage Service
Table Service –English / Silver, American, French,
Russian Self Service – Buffet & Cafeteria
Specialized Service – Gueridon, Tray, Trolley, Lounge,
Room service, Buffet service and Banquet procedures etc.
Single Point Service – Take Away, Vending Kiosks, Food
Courts & Bars, Automats
Mis-en-place & Mis-en-scene
- Breakfast Service
Types of Breakfasts.
Accompaniments.
Cover Set up.
Service Procedure.
- Beverages
Introduction
Classification into Non Alcoholic & Alcoholic
Beverages
Preparation & service of tea & coffee
Beer.
Wines.
Spirits.
Liqueurs.
Cocktails.
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