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

Thursday06 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