Hospitality Operations/Timetable

Certificate in Applied Travel and Tourism 2014

Week by Week outline for Hospitality Operations

Week 1

Monday 21 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 23 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 28th July written work due Wednesday 30th July

Thursday 24 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 28 July  0830-1015

Hand in written work on unusual hotels

• 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 7th Aug)

Wednesday 30 July  10.30-12.30

• Identify major accommodation providers in NZ – chain or standalone • Activity: Research Accor, International and Novotel brands


 * Guest speaker

Thursday 31 July  • Key management personnel • Hotel staffing structure Reservations and cancellations go over assessment (due 14th Aug).

Week 3 Monday 4 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 06 August  1030-1230 • Intro to Front office • Activity – Layout of front office, reception area

Read pg 5-9 Virtual hotel

Thursday07 August  1030-1230 • Present plans for reception area • Find pictures of Hotel reception areas, create a poster

Packages assessment presentation

Read pgs - 10-15 practise phone bookings

Week 4 Monday 11 August  0830-1015 • Selling skills – communication • Create sales brochure -

Read pgs 10-15 practise phone bookings

Wednesday 13 August 1030-1230 • Selling skills pt 2 • Communication

Thursday 14 August 

Reservation and cancellations policies due

• Selling skills pt 3 over the phone • Communication

Week 5 Monday 18 August  0830-1015 • Mundus – maintaining bookings - bookings

Wednesday 20 August 1030 – 1230 • Mundus – maintaining bookings -checking in

Thursday 21 August  • Mundus – maintaining bookings -maintaining accounts

Week 6 Monday 25 August  0830-1015 • Grooming • Minimum standards for the group • Recap selling skills

Wednesday 27 August 1030-1230 • Group reservations theory and exercises • Mundus exercises – both FIT and group

Thursday 28 August 1030-1230 • Site visit – Dunedin Scenic Hotel ?

Week 7 Monday 1 Sept    0830-1015 • Sales Target/Yield Management REVPAR, GOPPAR • Guest speaker • Customer service

Hand out reception theory assessment (due 8th Sept.)

Wednesday 3 Sept  1030-1230 • Mundus – amending and cancelling reservations/groups and FIT • Workbook

Thursday 4 Sept • Body language • Customer Service/Guest cycle/Customer complaints/Difficult customers

Week 8 Monday 08 September   0830-1015 • Mundus exercises pg 36-38 • Customer service • Activity

Reception theory due

Wednesday 10 September   1030-1230  • Customer service continued

Thursday 11 September 

• Telephone reservations • Role play/activity

Account enquiries pg 40

Week 9 Monday 15 September   0830-1015 • Practice taking reservations by phone incorporating selling skills, reservations and Mundus • Practise – telephone reservations

Wednesday 17 September  1030-1230 • Completed workbook due in • Mundus - Assessment

Thursday 18 September

• Guest speaker – Sylvia (Hospitality Admin)

Check out pg 41-43 practise roleplays

Week 10 Monday 22 September    0830-1015

• Assessment role plays - Telephone reservations

Reports

Wednesday 24 September 1030-1230 • Assessment role plays - Telephone reservations cont/d

Thursday 25 September  • Resit

 Week 11 and week 12 Holidays – Monday 29th September to Friday 10th October 

 Week 12 

Monday 13 October   0830-1015 • Personal presentation project – to be presented (Due Thursday 30th Oct.) • Confirmation letters/emails/fax • Wednesday 15 October    1030-1230 • Correspondence

Thursday 16 October • Self-directed project -

Week 13 Monday 20 October   0830 – 1015

• Intro checking customers in

• Unusual requests

• Cumulative exercises 1.pg 46-49

Wednesday 22 October  1030-1230 • Roleplays

• Intro letter writing

Hand out letters assessment (due 12th Nov.)

Cumulative exercises 2. pg 50-52

Thursday 23 October • Beverage practical (restaurant)?

Week 14 Monday 27 October    0830-1015 •Labour Day

Wednesday 29 October  1030-1230

• 9am Cadbury's 10.30 Speights Meet at Cadbury's?

Thursday 30th October 1030-1230 • Induction Presentations(uniforms) 

Week 15 Monday 3 November   0830-1015 •Beverages practical (Restaurant)

Wednesday 5 November   1030-1230


 * Go over assessment

• Mundus assessment

Thursday 6 November 1030-1230 • Induction presentations(uniforms)

Week 16 Monday 10 November   0830-1015

•Beverages practical in restaurant?

Wednesday 12 November 1030-1230

• Check in customers assessment

Letters assessment due in

Thursday 13 November 1030-1230 • Check out roleplays

Week 17

Monday 17 November 0830-1015

• Beverages assessment theory

Wednesday 19 November 1030-1230 • Check out assessments roleplays

• Hand in writing assessments

Thursday 19 November 1030-1230 • Checkout role play assessmernts Week 18  Monday 24 November 0830-1015

• Resits

Wednesday 26 November 1030-1230 •Resits

Thursday 27 November 1030-1230

•Resits US 14420 – Demonstrate knowledge of alcoholic and non alcoholic beverages – Hospitality