User:Sunetra/Temp/Syllabus.doc
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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:


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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.
2.
3.
4.
5.
Introduction to front office department
Importance of front office in hotels
Layout and sections of front office
Function and scope of the front office
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.
2.
3.
4.
5.
6.
7.
Role of Reservations
Modes and sources of Reservation
Formats used
Procedure of taking a Reservation
Procedure for taking a Group Reservation
Amendment and Cancellation of Reservation
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.
2.
3.
4.
Role of Cashier
Check-out and modes of bill settlement, guest folio
Credit limit, allowances & paid outs
Night shift procedure in reception
UNIT-6. Other Functions of Reception
1.
2.
3.
4.
5.
Handling guest requests & queries
Handling messages & mail
Handling guest complaints
Providing local information to guests
Safety locker management
UNIT-7 Telephones
1. Telephone Etiquettes
2. Handling a Telephone call
UNIT-8. Bell Desk / Concierge
1.
2.
3.
4.
5.
6.
Importance of Bell Desk
Role of a bell boy / concierge
Handling of guest Baggage
Handling of Group Baggage
Left luggage
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.
2.
3.
4.
Introduction to housekeeping department. Hierarchical position of Housekeeping.
Importance of housekeeping in hotels and other sectors.
Function and scope of housekeeping department.
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.
2.
3.
4.
Definition and principles of cleaning.
Work place hygiene.
Identification of surfaces and its cleaning.
Frequencies of cleaning – Daily & Periodic, Regular and Thorough.
UNIT-5. Cleaning Resources
1. Cleaning Tools
1.
2.
3.
4.
Cleaning aids – Manual – classification, use, care and storage.
Cleaning equipment- Mechanical - classification, use, care, and storage.
Cleaning agents- classification, dilution, use, storage.
Miscellaneous cleaning tools - use, care and storage.
1. Cleaning Methods
1. Manual cleaning.
1. Dry and wet
2. Mechanical cleaning.
1. Dry and wet
UNIT-6. Guest room
1.
2.
3.
4.
Guest floor layout.
Types and Layout of a guestroom.
Guest supplies, amenities, essentials and loan items.
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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