MACRO PERSPECTIVE

1. Module Title: Introduction to Hospitality and Tourism
Introduction
The aim of this module is to provide students with an understanding of the nature of hospitality and
hospitality products from both local and international perspectives. It will ensure students acquire a
holistic understanding of the hospitality, including the travel and hospitality industry, including the
impacts of hospitality on destination economies, communities and fragile environments. Students will
be expected to take a critical perspective on the effects of hospitality on their own country, and how
hospitality can have a strategic developmental function.
Learning Outcomes
On completion of this module students will be able to;
 Describe the history and structure of international travel and hospitality industry
 Appraise the positive and negative impacts of tourism destination development
 Analyse a range of tourist needs and motivations to travel
 Discuss the development and distribution of hospitality products
 Describe the role played by Government
Contents
Chapter 1 The history and structure of
the travel, tourism, and
hospitality industry
• The historical beginning, growth and recent trends
in hospitality, definitions of tourist and hospitality.
Hospitality organizations, tourist boards, national
and international organizations, lATA, WTO, CAA,
BAA, ABTA, 'Visit Britain' and similar non-UK
organizations.
Chapter 2 Tourists needs and
motivations
• The different types and needs of tourists;
business, vacation, family, and tours
• Reasons for travel and the travel
'experience' for heritage, culture, scenery,
weather
• Facilities, psychological and sociological
influences, facilitators and motivators to
encourage travel.
Chapter 3 Development of hospitality
products
• Factors required to become a tourist
• destination
• Development of destinations, and the demand
for niche holiday products, Man- made and
natural tourist attractions
Chapter 4 Transport and
Accommodation
• Transportation facilities (road, rail, air, sea and
inland waterways)
• Accommodation and food, the range
available and grading criteria.

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Chapter 5 The distribution of
hospitality products
• The role of tour operators and travel agents, travel
agents as intermediaries, the interrelationships
Links between the sectors, distribution and
information technology.
Chapter 6 Governments and
political issues
• The role of governments and influence on
hospitality, visas, permits and foreign exchange
restrictions, political unrest Hospitality policy.
Chapter 7 Positive and negative
economic hospitality
impacts
• Positive impacts: direct and indirect income
and employment, the multiplier effect,
contribution to GDP, currency exchange
rates
• Negative impacts: foreign ownership of facilities
and hotels, high level of imports of goods for
hospitality, high demand driven inflation,
seasonality, over dependence on hospitality
industry.
Chapter 8 Positive and negative
environmental hospitality
impacts
• Positive: conservation of natural beauty
areas, archaeological and historic sites,
improved Infrastructure, environmental
awareness
• Negative: environmental impacts, pollution, over
development leading to destruction of flora and
fauna, land use problems, waste disposal,
damage to archaeological and historic sites.
Chapter 9 Positive and negative
socio- cultural hospitality
impacts
• Positive: conservation of cultural heritage,
buildings and artefacts, renewal of cultural pride,
cross-cultural exchanges
• Negative: overcrowding, over commercialization,
loss of authenticity or customs, social problems
Influx of expatriate labour
Chapter 10 Hospitality ethics and
sustainable hospitality
• Issues in sustainable hospitality, sustainable
policies and procedures in destinations
• Hospitality business practices and codes of
conduct
Recommended Text
 Introduction to Hospitality Industry, MENG QING JIE CHEN XUE QING XIE ZHONG TIAN
ZHE : XIE YAN JUN (Aug 1, 2009), China Tourism Press Pub, ISBN-10: 7503238011. ISBN-
13: 978-7503238017
 Introduction to Hospitality, KFangJi (January 1, 2011), PZhiWenHuaShiI(Gu)GongSi Pub,
ISBN-10: 9862980001 ISBN-13: 978-9862980002

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Module Title: Front Office Operations
Introduction
This module introduces students to the systems and procedures required for Front Desk Office
Operations. It emphasizes the importance of high standards in personal qualities and the
provision of customer service. Students will develop knowledge and skills in reception procedures
as well as understanding the key legislation that relates to reception procedures. They will also
evaluate the suitability of different procedures for a range of hotel outlets.
Learning Outcomes
On completion of this module students will be able to:
 Describe the range of front office operations and their functions
 Discuss the importance of communication with other sections within the hotel
 Explain the important role front office plays in selling the hotel and all its facilities
 Demonstrate reception procedures and explain how they contribute to customer
satisfaction
 Explain the implications of key legislation for reception operations
 Demonstrate and explain the suitability of reception procedures for different types of hotel
outlets
Contents
Chapter
1
The role of the front
office in the Hotel’s
organisation
The hotel industry
Hotel organisational structures
The room division organisation
Chapter
2
Security and Safety
responsibilities
Security aspects of the hotel
Health and safety aspects
Customer care
Roles and responsibilities of a receptionist
Chapter
3
Communications Spoken communication
Non-verbal communication
Written communication
Telecommunications
Fax
E-mails
Handling incoming and outgoing mail
Chapter
4
Reservation
Procedures
Methods of receiving reservation requests
The information needed when receiving a
request
Use of international terms for rooms and bed
types
Packages offered by hotels and the range of
terms used to describe them
Methods used to record bookings such as
diaries, conventional charts, density charts, stop-go
charts and computers
Yield management and overbooking
Confirmation procedures, deposits and
guarantees and cancellation procedures
Reservation status, release times, guaranteed
arrivals

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Group reservations
Chapter 5 Check-in Procedures Registers, registration cards
Booking out I walking a guest
Chance arrivals.
Key cards and keys, both mechanical and electronic
Room status records and room allocation.
Bedroom book, room status boards, computers.
Group check in
Chapter 6 Electronic Booking
Systems
Systems such as Fidelio, which provides hardware
and software supporting point- of sale systems.
Chapter 7 Notifications and
Records
Concerns the Arrivals list, Departures list, Room list,
Function list, Wake up calls and papers and Guest history
records
Chapter 8 Guest Accounting Payment procedures, cash I non cash payment, accepting
different methods of payment, recording deposits,
prepayment and refunds, processing visitors paid outs
(VPO's), disbursements, petty cash,
Establishing credit worthiness
Banking procedures, reconciling I checking floats,
completing banking documentation,
Security for cash I non-cash payments and
transfer to bank
Chapter 9 Payment Methods Cash and foreign currency I exchange
Cheque such as the travellers cheque
Credit cards which include charge card and debit card
Vouchers Ledger accounts
Advance deposits and pre-payments,
Refunds
Chapter 10 Statistics and ReportsOccupancy rates including double, sleeper, average
room rate, revenue achieved, REVPAR and GOPPAR
Guest statistics including length of stay, origin,
average expenditure, source of bookings
Chapter 11 Selling Methods used
by Front Office Staff
Benefits to organization, increased occupancy,
repeat business, brand loyalty, customer loyalty, new
business, increased market share, keeping within
budget, resources and support, staff training
Selling techniques, product knowledge,
communication skills up selling, selling other services,
using sales leads, repeat sales, referred sales,
maximum occupancy and room revenue
Procedures, enquires, reservation, status,
cancellations, amendments, records and
documentation, room allocation
Overbooking, releasing rooms, deposits, paying
commission.

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Recommended Text
 Hotel Front Office, S. Thomes, Braham, B., (1999)
 Principles of Front Office Operations, Cassell, Baker, S., Bradley, P., & Huyton, J.,
(1994)
Module Title: Housekeeping
Introduction
The aim of Housekeeping module is to provide students with an overview of the range of functions
within the facilities department of hotels. Summary of learning Outcomes
To succeed in this module, students must:
 Describe the operational and supervisory aspects of running an accommodation
operation to the requirements of an international client
 Explain the basic principles and procedures used in Housekeeping
 Explain the range of accommodation provided and the regular processes of cleaning and
maintenance necessary to ensure the facilities and accommodation meets the customer
requirements
 Describe the measures which influence and affect the facilities department
 Discuss environmental issues and how they are managed
Contents
Chapter 1 Introduction to subject • The range of accommodation available
• The scope of the facilities department
within international hotels.
Chapter 2 Organizational
structure and
Communication
• The structure of the department, the division of
labour and staffing requirements.
• Communication between the accommodation
department and others in the hotel.
Chapter 3 The Linen Room • The security, inspection, storage and stocktaking of
linen.
Chapter 4 Materials • The use and care of hard and soft furnishings
used within hotels.
Chapter 5 Procedures and
Equipment
• The correct use of equipment and materials
• The procedures involved in cleaning accommodation
and public areas of a hotel.
Chapter 6 Maintenance • The maintenance procedures of facilities.
Chapter 7 Legislation and emergency
procedures
• The procedures to be followed in case of an
emergency
• The legal responsibilities and equipment.
Chapter 8 Energy and Green
Issues
• The main types of energy used in a hotel, the
ways these are metered
• Procedures used to minimize energy consumption
• How to be environmentally proactive.
Recommended Text

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• Hotel, Hostel and Hospital Housekeeping (5th Edition) Branson & Lennox, (1965).
Published by Hodder and Stoughton
• Handbook of Facilities Management, Guildford Press, Butterworth Heinneman.
ISBN Spedding, A., (1994)
Module Title: Food and Beverage Operations
Introduction
The aim of Food and Beverage Operations module is to provide students with an understanding of the
operational and supervisory aspects of running a food and beverage operations for an international
clientele in a range of establishments to encourage an appreciation of the origins of such systems and
to understand the various factors involved in meeting customer needs. Students will gain an
understanding of food and wine and its service in a variety of styles of restaurant and establishments
and they will have sufficient knowledge to produce a detailed plan for specified food and beverage
operations.
Learning Outcomes
To succeed in this module, students must:
 Describe a range of Food and Beverage production and service methods used in a variety of outlets.
 Explain the organization for a range of Food and Beverage operations.
 Discuss measures to improve food and beverage practice and procedures.
 Explain the purpose and methods of developing food production systems and how this meets
customer requirements.
Contents
Chapter 1 Food Production
Operations
• Food production systems, cook-chill,
cook- freeze, Sous-vide and centralized
production.
• The suitability of these systems to
the operations. Quality Assurance systems.Chapter 2 Food Service
Systems
• Methods of food service, silver service,
plate service, buffet, counter service, room
service, self-service, assisted service.
• Types of outlet, banqueting, fast food,
restaurant, public house, transport catering.
• Implications, cost, customer
demand, timescale, staffing level, staff skill
level, layout of operation.
Chapter 3 Production and sale
of non-alcoholic and
alcoholic beverages
• Operation, banquet, fast food, restaurant,
public house, transport. Suitability of
operation. Preparation and layout of beverage
service, service of beverages, alcoholic
beverages, non-alcoholic beverages, hot
beverages
Chapter 4 Menu planning
and standard
recipes
• Menu structure and trends, equipment
and commodities, preparation and cooking,
timing, use of standard recipes.
Chapter 5 Staffing Skills • Attitude, personal appearance, hygiene
practices, attentiveness, body language,
effective communications, team work, attention
to detail.
Chapter 6 Functions and
Events
• Types of events, planning, organizing
and costing of an event, hygiene
considerations, staffing the event, evaluation

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Recommended Text
 Management of Food and Beverage Operations, Zhong Hua & Liu Zhi Liang (January 1,
2012), China Light Industry Press, ISBN-10: 7501982643. ISBN-13: 978-7501982646

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Chapter
1
Creating a safe
environment
• Health and safety policy, employers
responsibility, employees responsibility, identifying
• Reporting hazards, assessing risks,
preventative action, monitoring and review
procedures, legislation
Chapter
2
Working with
Health and
Safety
• Design and layout of workplace areas,
handling hazardous substances,
manual handling, workflow
documentation, cleaning routines, dangerous
equipment
Chapter
3
Fire • Fire hazards, fire legislation,
preventing fires, firefighting equipment
Chapter
4
Food Safety • Preventing cross contamination,
maintaining personal hygiene, proper
storage, preparation and cleaning methods,
legislation, microbiology/ bacteria, temperature
control, food pests, premises and equipment, food
safety control
Chapter
5
HACCP • HACCP based food safety
management systems,
• Purpose of HACCP, definition of hazard;
biological, chemical and physical hazards, hazard
analysis, definition and examples of critical control
points, good manufacturing practiceChapter
6
Security • People -staff, customers and any
persons in the premises
• Property-the building, equipment,
• stock, personal items
• Money- takings, floats, personal money,
cash, money transfers
• Information-business records, personal
data
Module Title: Food Sanitation, Safety and Health
Introduction
This module makes an important contribution to the supervisory aspects of food hygiene and
safety. Supervisors with food safety and health and safety responsibilities need to ensure that
all staff operates in a safe, hygienic and efficient manner. The overall aims of this module are to
ensure students are familiar with key aspects of current legislation, good practice and health,
safety and food safety issues.
Learning Outcomes
On completion of this module students will be able to;
• Identify and discuss hazards and control risks
• Describe the process of conducting a risk assessment
• Explain how a review of workplace safety is conducted
• Discuss the impact of legislation on employers, customers, staff and others who may use
the outlet
• Communicate information about workplace safety and food safety
• Discuss the underlying principles of food hygiene and apply this knowledge to their work
Contents
Recommended Text
 Food Nutrition and Sanitation, Yuan Zhong (February 1, 2012), Science Press, ISBN-10:
7030334531. ISBN-13: 978-7030334534

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Module Title: Hospitality Accounting
Introduction
This module will give students the knowledge, skills and techniques that will help with the
management decision making process. It will look at the process and practices which take place
within a hotel business environment and at the analytical skills required to understand accounting
and financial information.
Learning Outcomes
On completion of this module students will be able to:
• Demonstrate a basic knowledge of accounting concepts and principles
• Apply accounting concepts and principles
• Appreciate the importance of costs and profit in a hotel business
• Discuss the use of management accounting information as a decision making tool in a
hotel business environment
Contents
Chapt
er 1
System for
Financial
Accounting
• Balance sheet, capital expenditure,
revenue expenditure, classification of
transactions and their effect on the balance sheet
into Asset and Liability exchange, Investment and
Drawings by the owner; Investment by, and
• Repayments to third parties; and Profit
and Loss
• Methods of recording, processing and
correcting financial information, the double entry system
and the extraction of
a trial balance
• Types of errors and their correction using
suspense accounts, calculation of profit
and loss from a trial balance using the vertical
format, accruals and pre- payments and their effect on
the final accounts, preparation of a balance sheet at the
end of the financial period.Chapt
er 2
Accounting for
Credit
Transactions
• The difference between cash and credit
transactions, debtors and creditors accounts, matching
of accounts with statements received,
• The use of credit control systems,
provision for bad or doubtful debts.
Chapt
er 3
Accounting for
Cash
• The importance of cash to a firm, bank
reconciliation, cash and credit card takings control,
petty cash systems, handling foreign currency, cash
flow forecasts for simple firms.
Chapt
er 4
Purchasing and
Storage of Goods
• The policies and procedures for purchasing
of food and non-food items
for a hotel environment
• The use of standard purchasing
specifications and other recognized
standards/brand names when ordering both food
and non-food items, the documents used in purchasing
and their purpose and relationship to each other
• The correct storage of commodities including
legal requirements for food and
chemicals. The Security aspects of storing high
value items, procedures for the issuing of stock items,
including all records kept, and checks on the use of
commodities.

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Recommended Text
 Hospitality Accounting, Nestor de J. Portocarrero Elisa S. Moncarz (January 1, 2005), ISBN-
10: 9861541993 .ISBN-13: 978-9861541990
 HospitalityAccounting,ChenGuoJiaZongCeHuaLiuZiQiang.Fang@GuangBianZhe (January 1,
2011), PuLinSiD Pub, ISBN-10: 986653460X. ISBN-13: 978-9866534607
Chapt
er 5
Raw Materials
Costs
• Dish and portion costing for a range of
food and beverage items, setting the selling price
using formulas to achieve
specific gross profit margins
• The use of percentages when calculating
gross and net profit, the importance of both portion
control and standard recipes to ensure maximum profits
are achieved.
Chapt
er 6
Employee Costs • Methods of remunerating employees,
measurement of staff efficiency, payroll
systems, accounting for payroll costs including
Payroll
• Taxes to governments.
Chapt
er 7
Cost Control • The calculations of dish and portion costing
for a range of food and beverage items, setting the
selling price using product costing, by the use of
formulas to achieve specific gross profit margins,
• The use of percentages when calculating
gross and net profit.
Chapt
er 8
Portion Control
And
Standard Recipe
• The importance of both portion control
• Standard recipes to ensure maximum
Profits are achieved.
Chapt
er 9
Menu Costing •Menu costing and the effect of variances in sales
mix on the profitability of an operation linked to
differential gross
profit margins.
Chapte
r 10
Labour Costs •How labour costs are calculated and the factors
to be considered when calculating them, typical labour
costs for a variety of operations
•Use of percentages, a number of methods for
measuring labour efficiency.
Chapte
r 11
Operating
Overheads
• The definition of overheads,
and
examples, relating to food and beverage and
accommodation operations, basic departmental
operating statementsChapte
r 12
Forms of
Payment
• An analysis of the different forms of
payment generally accepted by the hotel industry
including Cash, Cheques, Foreign currency, Travellers'
cheques, Credit cards, Credit accounts, Debit cards,
Internet payments
• The advantages and disadvantages of
each form of payment.

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Module Title: Customer Service
Introduction
This module give the students a better understanding of what is customer service and how it can
provide quality product or service that satisfies the needs/wants of a customer. It also emphasises
the effective communication skills in customer relations and services, and learn how to deal with
various customer- related situations, which is also an integral part of tourism and hospitality studies.
Learning Outcomes
On completion of this module students will be able to;
 Describe and explain customer relations and services;
 Identify the personal attributes of a service staff;
 Describe how culture may influence customer expectations;
 Identify and discuss appropriate etiquette and customs for receiving customers of different
cultural backgrounds, e.g. appropriate appellations, gestures and eye contact;
 Explain the importance of company policy in improving and maintaining quality customer
services;
Contents
Chapter 1 Introduction to Customer
Service
 Who is Customers?
 Why customers are important?
 The nature of customer service
Chapter 2 Personal Attributes of
Hospitality and Tourism Staff
 Personality
 First Impression
 Personal Grooming
 Personal Hygiene


Chapter 3 Communication Skills  What is Communication?
 Types of Communications
 Listening and Speaking Skills
 Barriers to Communication
Chapter 4 Use of English in Customer
Service
 Basic Grammar Rules
 Common Mistakes
 Vocabulary of Politeness
Chapter 5 Customs and Etiquette  Cultural Difference
 What is Ethics?
 Greetings
Chapter 6 Customer Expectations and
Perceptions
 How to Gain Customer Loyalty?
 How to Meet and Exceed Customer
Satisfaction?
Chapter 7 Handling Customer
Complaints
 How to Handle Customer Complaints?
 Effective Ways to Handle Customer Complaints
Chapter 8 Dealing with Difficult
Customers
 Types of Customers
 How to Deal and Tackle Difficult Customers?
Recommended Text:
 Hospitality service technology, Wu YiZhen & Fu YaQi (2013),QuanHua Press Pub,ISBN-10:
9572184830 ISBN-13: 978-9572184837

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Module Title: Organizational Behaviour in Hospitality Industry
Introduction
This is an introduction to the basic concepts and topics in organisational behaviour (OB). It focus on
OB at three levels: individual, interpersonal, and collective. Students will learn the individual level,
covering decision-making, motivation, and personality and then turn to the interpersonal level,
covering power, influence, and negotiations. Finally, the course will move up to the collective level,
covering groups and managing change
Learning Outcomes
On completion of this module students will be able to:
• Identify and discuss core themes of current debates in organisational theory and behaviour
• Discuss the base of individual behaviour and interpretation
• Recognise group and team dynamics and develop adequate operational theories
• Describe the interplay of organisation structure, culture, theory and politics
• Discuss intra-organisational and inter-organisational issues
Contents
Chapter 1 Introduction to Field of
Organizational Behaviour
• Perspective of Organizational Effectiveness
• Types of Individual Behaviour
• Contemporary Challenge for Organizations
Chapter 2 Individual Behaviour,
Personality and Values
• Self-Concept: The “I” in organizational
behaviour
• Values in the workplace and across culture
• Ethical values and Behaviour
Chapter 3 Perception and Learning in
Organization
• The Perceptual process
• Improving Perception
• Learning in Organization
Chapter 4 Workplace Emotions,
Attitude and Stress
• Emotional Labour and Emotional Intelligence
• Job Satisfaction and Organizational
Commitment
• Workplace Stress and Stress Management
Chapter 5 Employee Motivation,
Foundation and
Practices
• Expectancy Theory of Motivation
• Organizational Justice
• Job Design and Empowerment
Chapter 6 Team Dynamics • Teams and informal groups
• Advantages and disadvantages of teams
• Organizational and team environment
Chapter 7 Communicating in
Teams and
Organizations
• The importance of communication
• Communication channels
• Choosing the best communication medium
Chapter 8 Power and Influence in
the workplace
• The meaning of power
• Source of powers in the organization
• Contingencies of power
Chapter 9 Conflict Management • Is conflict good or bad?
• Conflict process model
• Structural sources of conflict in organization
Chapter 10 Leadership and
Organizational Change
• Meaning of leadership
• Competency perspective of leadership
• Behavioural perspective of leadership
• Elements of organization structure, culture
• Changing and strengthening organization
culture
Three approaches to organizational changeRecommended Text

16. 16 / 17
 Management and Organisational Behaviour, Ben She & Yi Ming (2000), China Economic
Press, ISBN-10: 7501760470. ISBN-13: 978-7501760473
1. Assessments
Assessment for all module comprises of:
Assessment Components Base Marks Weightings
Examination 100 100%
To achieve a pass grade in this module, students must obtain an overall mark of at least 40%.
1.1. Marking assessments
1.1.1. Examinations
Examinations will take the form of essay question papers and/or multiple choice question
papers.
2. Industrial Attachment Program
Strongly recommend and encourage students to undertake Industrial Attachment as part of
students’ educational development. This enables theoretical learning in the classroom to be
applied to practical learning situations and encourages application of theory and knowledge in
appropriate context.
3. Other Course Details
3.1. Course Intake
Full-Time: Every Two Months / Modular
Part-Time: Every Three Months / Modular
3.2. Module Delivery Details
Module Delivery Details- Notional Student Workload
Mode
Lecture I Tutorial/ Seminars I
Workshops(Lab Work)
Student
Independent
Learning
Total
Hours
FT/PT 33 hrs. (9+2 Sessions of 3 hrs. each 11*3) 100 hrs. 133 hrs.
3.3. Duration
Full Time classes: 6 months
Internship program: 6 months (Optional)
Students attend lessons for a period of 6 months from Monday to Friday.
Plus 6 months Industrial Attachment program (Optional)
3.4. Attendance Criteria
STP holders – 90%
Non-STP holders – 75%
3.5. Teacher-Student Ratio
1 Teacher: 60 Students
3.6. Graduation Requirements

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All students are required to pass all the modules in this course.