User:Sunetra/Temp/Syllabus.doc

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.
 * 2) Dry and wet
 * 3) Mechanical cleaning.
 * 4) 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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