Syllabus fundamentals to lodging operations obe 2018 2019 PDF

Preview

Summary

Syllabus...

Description

PAMANTASAN NG LUNGSOD NG PASIG Alcalde Jose St. Kapasigan, Pasig City Telefax No. 628 – 1013 College no. 628 – 1013 loc. 116

COLLEGE OF HOSPITALITY MANAGEMENT OUTCOMES BASED SYLLABUS BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT Year Level : 1st Year Course Title : FUNDAMENTALS TO LODGING OPERATIONS No. of Units : 3 units ( 2 Units Lect. ; 1 Unit Lab.)

Semester/ Summer No. of Hours/Semester Hours Laboratory Hours

: 1st Semester : 90 hrs Lecture : 2 hrs/week : 3 hrs/week

INSTITUTIONAL VISION STATEMENT The Pamantasan ng Lungsod ng Pasig is a leading center for academic excellence among locally funded colleges and universities that produces responsible and productive individuals who are responsive to the changing demands of development locally and globally. INSTITUTIONAL MISSION STATEMENT We, a community-oriented individuals, supported by the Government of Pasig, are committed to lifelong learning and to produce graduates, strong in their global outlook, cultural identity, and social responsibility through teaching strategies, methodologies, relevant research and dedicated public service. INSTITUTIONAL GOALS:   

Course Title:

To instill and nurture in each student the appropriate and relevant attitude, knowledge, values, and skills needed to become useful and productive citizens, successful entrepreneurs, or gainfully employed members of the community. To provide quality public higher education that will not only assist each individual to fully develop his/her potential as a human being, but also enhance the quality of citizen participation in the basic functions of society. To advance the frontiers of knowledge and technology through quality instructions, research and community extension services that encourage maximum use of all resources and facilities available in the city of Pasig where students can apply the knowledge, values, and skills they gained for improving their own quality of life and that of the community where they belong.

1

Fundamentals to Lodging Operations

Date Applied:

Date Revised:

July 2018

April 2018

Prepared by:

Checked by:

Approved by:

Prof. Regilda D. Dalit CHM Faculty

Prof. Philipp H. Lubang Dean, CHM

Prof. Federico Nueva Academic Director

Page No.

COLLEGE VISION STATEMENT A vessel of sturdy institution that will develop competitive, socially responsible professionals in a globally competitive environment of a fast-changing Hospitality Industry through academic, social and moral foundation of learning that could help build a strong community and a greater nation. COLLEGE MISSION STATEMENT To produce God-fearing, competent, educated and well-disciplined future professionals of the Hospitality Industry through the collaborative efforts of stakeholders concerned by providing competency based learning and industry training. COLLEGE OBJECTIVES:  Enhance and develop the individual personality of the students to fit the needs of the Hospitality Industry  Inculcate values that would help them cope with the fast changing trends of the industry build harmonious relationship with other people from the industry as well as with clients or customers from different social classes or walks of life  Enrich the theoretical knowledge and skills of every student in order to meet the high standards of globally competitive industry. PROGRAM GOALS: The BS in Hospitality Management aims to develop effective and efficient leaders of the Hospitality Industry. To achieve this mission, it is our goal that students graduating from the Bachelor of Science in Hospitality Management program at Pamantasan ng Lungsod ng Pasig will demonstrate leadership skills by having the knowledge of the industry, people management skills, problem-solving skills and sense of responsibility. 1. Provide a common body of knowledge in hospitality management coupled with a broad education and awareness of skills and attitudes which will prepare students for responsible leadership roles in the hospitality industry. 2. Develop employability skills required of hospitality management through the use of a competency-based program. 3. Provide students with relevant hands-on operational experience in some facet of the hospitality industry.

PAMANTASAN NG LUNGSOD NG PASIG Alcalde Jose St. Kapasigan, Pasig City Telefax No. 628 – 1013 College no. 628 – 1013 loc. 116

COLLEGE OF HOSPITALITY MANAGEMENT PROGRAM OUTCOMES: 1. Analyze the functions performed by different divisions and departments within a lodging operation to visualize the interaction of all areas. 2. Describe ethical and legal responsibilities in lodging and food and beverage service facilities. 3. Produce and manage food products and services complying with enterprise standards 4. Provide food and beverage service and manage the operation seamless based on industry standards. 5. Apply management skills in food and beverage service operations. 6. Perform and provide full guest cycle services for front office. 7. Perform and maintain various housekeeping services for guest and facility operations. 8. Applying listening, reading, writing, and speaking skills to enhance operations and customer service in food and beverage service facilities. 9. Describe career opportunities and qualifications in the hospitality industry and food and beverage industry. 10.Plan / Organize, implement and evaluate MICE activities 11. Plan and implement a risk management program to provide a safe and secure workplace. COURSE DESCRIPTION: This course describes the skills, knowledge and performance outcomes required to explore and analyze the management and practices of lodging operations and related sales activities in the major operating and support departments. It will also expose the students on the unique aspect of managing a service - based lodging establishment delivered by diverse employees and understanding of the business and financial operations of the lodging firm. The course introduces the housekeeping department of a hotel and lodging organization; its organizational structure; roles and responsibilities; functions of the department; equipment and tools for housekeeping operations; methods and procedures of cleaning operations including linen, uniform and laundry service; general maintenance and decoration of a hotel; safety and sanitation in housekeeping operations; management of operations and recording; precautionary procedures; guest safety and hotel assets. Laboratory includes actual exposure in the housekeeping operations. COURSE OUTCOMES: CO1 Develop and update the hospitality and lodging industry knowledge CO2 Examine the competencies and anatomy of a global hotelier and it’s pre-requisites CO3 Expound the essential departments of Lodging Operation and a brief overview of the housekeeping department and the functions of the ff. various department within the lodging operation: Course Title:

3

Fundamentals to Lodging Operations

Date Applied:

Date Revised:

July 2018

April 2018

Prepared by:

Checked by:

Approved by:

Prof. Regilda D. Dalit CHM Faculty

Prof. Philipp H. Lubang Dean, CHM

Prof. Federico Nueva Academic Director

Page No.

           

Housekeeping Department Rooms Division Food & Beverage Department Kitchen Department Banquet/Events Department Sales and Marketing Department Public Relations Department Recreation Department Security Department Human Resources Department Engineering Department Finance Department

CO4 Enlightened the structures approach in learning the various housekeeping departments. CO5 Stipulate the role of managers and executive housekeepers in the hotel. CO6 Interpret the techniques and strategies used to foster positive, ongoing relationships with guest

Course Title:

Date Applied:

Date Revised:

Fundamentals to Lodging Operations

July 2018

April 2018

Prepared by:

Checked by:

Approved by:

Prof. Regilda D. Dalit CHM Faculty

Prof. Philipp H. Lubang Dean, CHM

Prof. Federico Nueva Academic Director

Page No.

Week Number

INTENDED LEARNING OUTCOMES

1

1-3

LO 1.1. Introduce the symbol of the hospitality industry; LO 1.2. Understand the scope of the hospitality and tourism industry; LO 1.3. Acquaint the founders of the hospitality industry; LO 1.4. Define the hotel and determine the classification various hotel rating system; LO 1.5. Present concepts like hotel management contracts and time shares; LO 1.6. Introduce the list of the top hotels worldwide; LO 1.7. Familiarize hotels locally; LO 1.8. Discuss the standards of the hotel based on DOT’s policies in the accreditation of hotels.

Topic

Teaching and Learning Activities

Overview of the course:

Interactive Discussion

    

PLP Mission/Vision CIHM Mission/Vision Syllabus Classroom Policies, Rules and Regulations Attendance, Grading System and Course Requirements/ Grooming Policies

Getting to know activity

I.

OVERVIEW OF THE HOSPITALITY INDUSTRY

Discussion

Oral questioning

Visual presentation

Written Exam

A. The Pineapple Tradition B. Interrelated Nature of Hospitality and Tourism C. Characteristics of the Hospitality Industry D. Founders and history of the Hospitality Industry E. Classification of Accommodation F. Hotel Definition and Classification G. Hotel Rating System H. Philippine Hotel Classification 1. International Chain of Hotels 2. Hotels in NCR 3. Hotels in Pasig

Activity No. 1 Facebook Profile (Identify the International Chain of Hotel Logos)

Assessment Tasks

4-5

LO 2.1 Proactively address guests demands and needs by developing career professionalism.

4. Accredited Hotels as per DOT I. Hotel Management Contacts Accreditation Standards H. Time Sharing Concept 1. Types of Time Shares II. The Pre-requisites A. Anatomy of Global Hotelier and Traveller B. Service Basics C. Personal Hygiene and Grooming D. Attending to Guests

Discussion

Oral Questioning

Multimedia based teaching techniques

Written Exam

Assignment: Design and come up with your own hospitality attire according to your/relatives existing outfits and bring in the class Activity No.2 OOTD # (Outfit of the Day) and #Hugot Each student will model and will mention their own Hugot/reason what it takes to make it in the hospitality industry

6

LO 3.1. Discuss the interrelationship of

Discussion

Written and Oral

various departments in the hotel; LO 3.2. Interpret the hotel operating cycle essential in prioritizing the tasks; LO 3.3. Enumerate various types of common guests room; LO 3.4. Distinguish and understand facilities and amenities offered in a hotel. 7-8

LO 4.1. Cite the organizational structure of the rooms division; LO 4.2. Analyze the key activities of the rooms department; LO 4.3. Perform the process of reservation, check-in and departure.

examination III. Hotel Departments A. Product Knowledge 1. Hotel Departments 2. Revenue and Cost Centers B. Hotel Operational Cycle C. Hotel facilities and Amenities IV. Rooms Division 1. Sample Organizational Chart 2. Reservation 2.1 Pre-arrival phase i. Types of reservation ii. Forms of Settlement iii. Telephone Reservation Process iv. Online Reservation Process 2. Front Office 2.1 Basic activities of FO 2.2 Sub-departments of FO i. Front Desks ii. PBX iii. Uniformed Services iv. Guest Service Agents v. Guest Relation Officer 2.3 Arrival Phase 2.4 Escorting Guests 2.5 Departure Phase

Multimedia based teaching techniques Student Reporting on Hotel Facilities and Amenities

Discussion

Oral questioning

Multimedia based teaching techniques

Role Plays/ Simulation

Video presentation

Written Exam

Individual presentation of the job profile of the Rooms Division department Assignment: Record a scene showing the activities in FO Reservation, Arrival Phase, Escorting Guests, and Departure Phase

(Class is divided into 4 groups) Activity No. 3 My Day Present the recorded video on the class

9 MIDTERM EXAMINATION 10-12

LO 5.1. Examine the organizational structure of the Housekeeping Department; LO 5.2 Discuss the key activities of the housekeeping department;  Provide housekeeping services to guests  Clean and prepare rooms for incoming guests  Provide valet/butler service  Laundry linen and guest clothes  Clean public areas, facilities and equipment  Deal with/Handle intoxicated guests LO 5.3. Acquire basic concepts about guests cleaning and includes the ff:  Various guests room in the hotel;  Guests room types of the hotel;  Room assignments sheets;

V. Housekeeping Department 1. Sample Organizational Structure 2. Key activities of the housekeeping Department 3. Public Area 4. Guest Rooms 4.1 Guest Room Cleaning Basics: Sizes of Bed 4.2 Guest Room Types 4.3 Guest Room Cleaning Basics 4.4 Summary Procedure in Cleaning Guest Room 4.5 Housekeeping Equipment & Amenities 4.6 Pre-guest room cleaning 4.7 Entering Guest Room 4.8 Prepare Room Cleaning 4.9 Clean Room Area

Lecture

Oral Questioning

Multimedia based teaching techniques

Written Exam Demonstration

Demonstration

 Cleaning a guest room;  Room inspection. LO 5.4. Explore and explain the laundry and public areas.

13

4.10 Make the Bed 4.11 Dust the Room 4.12 Clean the Bathroom 4.13 Replenish Supplies and Guestroom Amenities 4.14 Vacuum Guestroom Area 4.15 Exit Guest Room 4.16 Room Inspection Standard 5. Laundry Department 5.1 Types of Laundry 5.2 Commercial Laundry Cycle 5.3 Guest Laundry

LO 6.1. Provide an overview of the hotel VI. Food and Beverage Department fine dining restaurant operation; 1. Food & Beverage Organizational Matrix LO 6.2 Explicate the flow of fine dining 2. Hotel Fine Dining Restaurant experience of guests; 3. Dining Experience LO 6.3. Differentiate suggestive selling from 4. Suggestive and Upselling Techniques up selling; 5. Table Service LO 6.4. Elaborate the benefits of POS; 6. Point of Sale Equipment LO 6.5. Determine the table service and the 7. Career Guide in the F & B Department selected competency-based profiles of the F 8. Dining Operations & B dept; 9. Competency-based Job Profiles LO 7.1. Provide an overview of the french VII. Kitchen Department kitchen brigade; French Kitchen Brigade LO 8.1. Provide an overview of the VIII. Banquet / Events Department banquet/events department;

Discussion Multimedia based teaching techniques

Oral Questioning

Practice Sessions

Written Exam

Oral Questions Lecture

Examinations Written Questions

Lecture

Oral Questions

Organizational Matrix Duties and Functions 14

LO 9.1. Explore the sales and marketing operation of the hotel and its unique characteristics; LO 9.2. Examine the hotel sales process; LO 9.3. Review the selected competencybased profiles of the sales and marketing department; LO 10.1. Provide an overview of the Public Relations Department;

15

16

LO 11.1 Elucidate the recruitment and selection process of the hotel; LO 11.2. Characterize the training needs as well as the orientation topics needed by a new employee; LO 11.3. Illustrate performance appraisal, employee compensation,, benefits and employee discipline; LO 11.4 Review the selected competencybased profiles of the HR department. LO 12.1. Provide an overview of the hotel recreations department;

Lecture IX. Sales and Marketing Department 1. Organizational Matrix 2. Sales and Marketing Characteristics 3. Sales Process 4. Competency-based job profiles

X. Public Relations Department Organizational Matrix Duties and Functions Xl. HR Department 1. Organizational Matrix 2. Job Description/Job Profile 3. Recruitment Selection and Hiring 4. Orientation Program 5. Training 6. Performance Appraisal 7. Compensation and Benefits 8. Employee Discipline

Lecture Group Presentation “Employees Perspectives about employing people with disabilities: A Comparative Study across Industries”

Research

Examinations XII. Recreations Department Organizational Matrix Duties and Functions

Discussion

LO 13.1. Explain what an emergency plan is and why we need it; LO 13.2. Fill out an incident report; LO 13.3. Review some security tips that guests can follow to further enjoy their stay in the hotel; LO 14.1 Provide an overview of the hotel engineering department; 17

LO 15.1. Discuss the different activities I the finance department in a hotel; LO 15.2. Provide the breakdown of a typical charges in a hotel.

LO 16.1. Discuss the various operational activities and the games inside the casinos; LO 16.2. Specify the revenue the support centers of the casino hotel; LO 16.3. Discuss the various jobs in the casinos.

XIII. Security Department 1. Organizational Matrix 2. Emergency Plan 3. Hotel and Safety Security 4. Incident Report 5. Security Tips

Discussion individual/Group Exercises

Case Studies Examinations

XIV. Engineering Department Organizational Matrix Duties and Functions

Lecture

Oral Questions

XV. Finance Department 1. Organizational Matrix 2. Front Office Accounting 3. Back Office Accounting 4. Breakdown of Charges 5. Career Guide 6. Competency-based profile

Discussion

XVI. Hotel Casinos 1. Casino Operations 2. Casino revenue and Support Centers 3. Gaming Facilities

Group Discussions and Presentation

18 FINAL EXAMINATION

PAMANTASAN NG LUNGSOD NG PASIG Alcalde Jose St. Kapasigan, Pasig City Telefax No. 628 – 1013 College no. 628 – 1013 loc. 116

COLLEGE OF HOSPITALITY MANAGEMENT

TEXTBOOK: Santos, B. & Moral P. 2014. Hotel and Resort Operations. MaxCor Publishing House, Quezon City Philippines. REFERENCES: Department of Tourism. (2012). DOT Memorandum Circular 2012-2: Rules and Regulations to govern the Accreditation of Accommodation Establishments hotels, resorts and apartment hotels. Manila: Department of Tourism. TESDA Training Regulations Housekeeping NC II (Amended) Singh, Neelam. (2013). Hospitality Security Services. Centrum Press India “Employees Perspectives about employing people with disabilities: A Comparative Study across Industries”. (2015). Cornell Hospitality Quarterly 2015, Vol. 56(2) 168-179. Sage Publishing COURSE ASSESSMENTS: 1. Attendance 2.Quizzes 3.Assignments, Activity/Seatwork 4. Individual Class Participation / Group Presentation/ Projects 5. Case Study Reaction/Research Papers 6.Major Examinations ( Midterm / Finals) 7.Hotel Familiarization

Course Title:

Date Applied:

Date Revised:

Fundamentals to Lodging Operations

July 2018

April 2018

Prepared by:

Checked by:

Approved by:

Prof. Regilda D. Dalit CHM Faculty

Prof. Philipp H. Lubang Dean, CHM

Prof. Federico Nueva Academic Director

Page No.

GRADING SYSTEM: ** Attendance plays a big factor in the grading system. The professor has the right to refuse attendance due to lack of requirements. The grading system will be based on KSVA Princi...