User:Sunetra/Temp/Syllabus.doc

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Programme: Hospitality and Tourism Management
Work shop on Development of “Open Education Resources in Vocational Education
Date: 27th February2012 to 29th February 2012


Syllabus submitted to NIOS for approval:

  • Housekeeping
  • Front Office
  • Food & Beverage Service

Course Coordinator: Mrs. Sunetra Roday

Course Team:
Aparna Deshpande
Vikas Sarup
Prachi Navre
Anuradha Khot
Radhika Chaubal


FRONT OFFICE

UNIT 1. Introduction to Tourism and Hospitality.

  1. Growth of Tourism and Hospitality.
  2. Employment opportunities in Tourism and Hospitality Industry.
  3. Introduction to Hotels and its departments.

UNIT-2. Role of front office in Hospitality operation.

  1. Introduction to front office department
  2. Importance of front office in hotels
  3. Layout and sections of front office
  4. Function and scope of the front office
  5. Hierarchical position of front office

UNIT-3. Organization Chart of front office department

  1. 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
  2. Job positions in the front office department
  3. Qualities, personality traits and competencies of front office staff

UNIT-4. Room Types and Tariff

  1. Types of rooms.
  2. Food / Meal plans.
  3. Types of room rates. (Rack, FIT, crew, group, corporate, weekend etc.)

UNIT-4. Reservation

  1. Role of Reservations
  2. Modes and sources of Reservation
  3. Formats used
  4. Procedure of taking a Reservation
  5. Procedure for taking a Group Reservation
  6. Amendment and Cancellation of Reservation
  7. Terminology of Reservation

UNIT-5. Reception

  1. Role of Reception
  2. Various Records Maintained at Reception
  3. Registration of guests – Indian, foreign, VIP and group

UNIT-7. Cashier

  1. Role of Cashier
  2. Check-out and modes of bill settlement, guest folio
  3. Credit limit, allowances & paid outs
  4. Night shift procedure in reception

UNIT-6. Other Functions of Reception


  1. Handling guest requests & queries
  2. Handling messages & mail
  3. Handling guest complaints
  4. Providing local information to guests
  5. Safety locker management

UNIT-7 Telephones


  1. Telephone Etiquettes
  2. Handling a Telephone call

UNIT-8. Bell Desk / Concierge


  1. Importance of Bell Desk
  2. Role of a bell boy / concierge
  3. Handling of guest Baggage
  4. Handling of Group Baggage
  5. Left luggage
  6. Paging service

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SUBJECT: HOUSEKEEPING


TOPICS


UNIT 1. Introduction to Tourism and Hospitality.

  1. Growth of Tourism and Hospitality.
  2. Employment opportunities in Tourism and Hospitality Industry.
  3. Introduction to Hotels and its departments.

UNIT-2. Role of Housekeeping in Hospitality operation.

  1. Introduction to housekeeping department. Hierarchical position of Housekeeping.
  2. Importance of housekeeping in hotels and other sectors.
  3. Function and scope of housekeeping department.
  4. Layout of housekeeping department.

UNIT-3. Organization Chart of housekeeping department

  1. Organization of housekeeping department on the basis of size – small, medium and large; on the basis of type – high end, budget and low end
  2. Job positions in housekeeping department.
  3. Qualities, personality traits and competencies of housekeeping staff.

UNIT-4. Introduction to Cleaning

  1. Definition and principles of cleaning.
  2. Work place hygiene.
  3. Identification of surfaces and its cleaning.
  4. Frequencies of cleaning – Daily & Periodic, Regular and Thorough.

UNIT-5. Cleaning Resources

  1. Cleaning Tools
  1. Cleaning aids – Manual – classification, use, care and storage.
  2. Cleaning equipment- Mechanical - classification, use, care, and storage.
  3. Cleaning agents- classification, dilution, use, storage.
  4. Miscellaneous cleaning tools - use, care and storage.
  1. Cleaning Methods
  1. Manual cleaning.
    1. Dry and wet
  2. Mechanical cleaning.
    1. Dry and wet

UNIT-6. Guest room

  1. Guest floor layout.
  2. Types and Layout of a guestroom.
  3. Guest supplies, amenities, essentials and loan items.
  4. Guest room servicing – according to occupancy status.

UNIT-7. Housekeeping Records.

  1. Cleaning records.
  2. Staff records.
  3. Office records.

UNIT-7. Public Area cleaning.

  1. Classification of public areas.
  2. Frequencies of cleaning – Daily & Periodic, Regular and Thorough, Night.

UNIT-8. Linen and Laundry.

  1. Linen-types and sizes.
  2. Laundering procedure – linen and guest laundry.
  3. Linen room-layout and records.

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Food and Beverage Services


  1. 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.


  1. 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


  1. 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.


  1. 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


  1. Breakfast Service

Types of Breakfasts.

Accompaniments.

Cover Set up.

Service Procedure.


  1. Beverages

Introduction

Classification into Non Alcoholic & Alcoholic

Beverages

Preparation & service of tea & coffee

Beer.

Wines.

Spirits.

Liqueurs.

Cocktails.


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