Hospitality Operations/Timetable
Certificate in Applied Travel and Tourism 2015
Week by Week outline for Hospitality Operations
Week 1
Monday 20 July
0830-1015
• Ice breaker
• Introduction to the course – assessments and contents
• Objectives for the coming weeks
• Define Hospitality - The big picture – hospitality and tourism
• Present slide show – Intro to Accommodation Industry
Wednesday 22 July
1030-1230
• Present slideshow – Unusual Hotels
• Examples of unusual hotels e.g. Hans Brinker Hotel, Memphis Tennessee Hotel Peabody Ducks, you tube
• Activity: Research (3) unusual hotels anywhere in the world for discussion and present one next class, with referencing. Presentation due Thurday 23th July written work due Wednesday 29th July
Thursday 23 July
•Present unusual hotels – all students (peer mark)
• External impacts/influences – how they affect the hospitality industry
o Resources – video, newspaper articles, etc
• Activity in class – Research external impacts – Questions based around on-line newspaper article (peer mark in next class)
Week 2
Monday 27 July
0830-1015
• Peer mark - impacts - reinforce
• Common industry terminology and abbreviations – discussion and explanation – test to follow (create visual poster for display)
• Grading and classification of accommodation in NZ
• Where and how do customers choose to buy accommodation? - activity
Intro. packages assessment (due 6th Aug)
Wednesday 29 July
10.30-12.30
Hand in written work on unusual hotels
• Identify major accommodation providers in NZ – chain or standalone
• Activity: Research Accor, International and Novotel brands
- Guest speaker
Thursday 30 July
• Key management personnel
• Hotel staffing structure
Reservations and cancellations go over assessment (due 13th Aug).
Week 3
Monday 3 Aug
0830-1015
• Intro to Mundus – reservation system – general tour – room type codes etc. Hand out timetable read pgs1-4 glossary pg 53-58
• Activity - abbreviations
Wednesday 05 August
1030-1230
• Intro to Front office
• Activity – Layout of front office, reception area
Read pg 5-9 Virtual hotel
'Thursday'06 August
1030-1230
• Present plans for reception area
• Find pictures of Hotel reception areas, create a poster
Packages assessment presentation
Read pgs - 10-16 practise phone bookings
Week 4
Monday 10 August
0830-1015
• Selling skills – communication
• Create sales brochure -
Read pgs 17-19 practise phone bookings
Wednesday 13 August
1030-1230
• Selling skills pt 2
• Communication
Thursday 13 August
Reservation and cancellations policies due
• Selling skills pt 3 over the phone
• Communication
Week 5
Monday 17 August
0830-1015
• Mundus – maintaining bookings/up-dating reservations - bookings
Wednesday 19 August
1030 – 1230
• Mundus – maintaining bookings -checking in
Thursday 20 August
• Mundus – maintaining bookings -maintaining accounts
Week 6
Monday 24 August
0830-1015
• Grooming
• Minimum standards for the group
• Recap selling skills
Wednesday 26 August
1030-1230
• Group reservations theory and exercises
• Mundus exercises – both FIT and group
Thursday 27 August
1030-1230
• Site visit – Dunedin Scenic Hotel ?
Week 7
Monday 31 Aug
0830-1015
• Sales Target/Yield Management REVPAR, GOPPAR
• Guest speaker
• Customer service
Hand out reception theory assessment (due 10th Sept.)
Wednesday 2 Sept
1030-1230
• Mundus – amending and cancelling reservations/groups and FIT
• Workbook
Thursday 3 Sept
• Body language
• Customer Service/Guest cycle/Customer complaints/Difficult customers
Week 8
Monday 07 September
0830-1015
• Mundus exercises pg 29-36 rooming guests
• Customer service
• Activity
Reception theory due
Wednesday 9 September
1030-1230
• Customer service continued, charges and credits
Thursday 10 September
• Telephone reservations
• Role play/activity
Account enquiries pg 40
Week 9
Monday 14 September
0830-1015
• Practice taking reservations by phone incorporating selling skills, reservations and Mundus
• Practise – telephone reservations
Wednesday 16 September
1030-1230
•
Thursday 17 September
• Guest speaker –
Check out pg 41-43 practise roleplays
Week 10
Monday 21 September
0830-1015
• Assessment role plays - Telephone reservations
Reports
Wednesday 23 September
1030-1230
• Assessment role plays - Telephone reservations cont/d
Thursday 24 September
1-3pm
•Personal presentation lecture
Work safe powerpoint, hand out assessment
Resits
Week 11 and week 12 Holidays – Monday 28th September to Friday 9th October
Week 12
Monday 12 October
0830-1015
•Self directed work on Personal presentation project – to be presented (Due Wednesday 21st Oct.)
•
•
Wednesday 14 October
1030-1230
• Work Safe
Thursday 15 October
Correspondence powerpoint
1-3pm
•
Week 13
Monday 19 October
0800 – 1000
Customer check in/Cumulative exercises 1
Wednesday 21 October
1030-1230
Presentations in uniforms
Thursday 22 October
1-3pm
• Cocktails in the restaurant
Week 14
Monday 26 October
0830-1015
•Labour Day
Wednesday 28 October
1030-1230
Correspondence assessment due
Beverage theory
Presentations
Thursday 29th October
1-3pm
• Self directed cumulative exercises 1 and 2
Week 15
Monday 2 November
0800-1000
•Cocktails practical (Restaurant)
Wednesday 4 November
1030-1230
Check in practice
Go over virtual hotel exam
Thursday 5 November
1-3pm
•
Virtual Hotel exam
Week 16
Monday 9 November
0800-1000
Check in role play assessment
Wednesday 11 November
1030-1230
Check out practice with complaint handling
Thursday 12 November
1-3pm
• Cocktails
Week 17
Monday 16 November
0830-1015
Check out role play assessment
Wednesday 18 November
1030-1230
• Beverage theory assessment due/ role plays
•
Thursday 19 November
1030-1230
• Checkout role play assessments
Week 18
Monday 23 November
0830-1015
• Resits
Wednesday 25 November
1030-1230
•Resits
Thursday 26 November
1030-1230
•Resits
US 14420 – Demonstrate knowledge of alcoholic and non alcoholic beverages – Hospitality
