|Course Type||Course Code||No. Of Credits|
Semester and Year Offered: Monsoon Sem
Course Coordinator and Team:Ankush Rathor
Email of course coordinator:firstname.lastname@example.org
The course focuses on the Job Role related to F&B service steward (Level-5) in Tourism and Hospitality Sector as per the guidelines of National Skill Qualification Framework (NSQF). The course is meant to be offered to those who have taken admission in the course.
Objectives: The objective of the course is to familiarise the students with the Tourism and Hospitality industry and its various aspects. While the modules cover the various National Occupational Standards (NOS) as listed below, which will be tested by the Sector Skill Council, the course gives a deeper insight into the industry.
Note: For more details on the above NOS as well as other important details, please refer to http://thsc.in/KnowledgeResources/pdf/qpdetails/F&B%20Service%20Steward.pdf
On successful completion of this course students will be able to:
Brief description of modules/ Main modules:
Module I: Service Issues and Resolutions for Food and Beverages
Sales control system: (single, double, triple and Point of sales); Methods of Payment; Dealing with Customer Payment; Spotting Customer Service Issues; Resolving Customer Service Issues; Achieving Customer Satisfaction by Effectively Resolving of Problems, Documentation of Sales and Cashier Summary Sheet.
Module II: Networking Skills
Communication at Work Place Including Online Communication and Social Media; Communicating with Customer and Colleagues within and Outside the Department; Team Dynamics and Team Work; Guest Cycle and Service Gaps; Customer-Centric Service Orientation; Rapport Building; Feedback; Proactively Engaging with Earlier Customers; Relationship Building
Module III: Best Practices in Service
Demand Forecasting; Benchmarks and Best Practices in Customer Service; Buying Cycle and Selling Cycle; Cross Selling and Suggestive Selling Techniques.
Assessment Details with weights:
Period of Assessment
Assignments (Project/written assignment/portfolio)
All through the semester
Up to 20% under every assement
Personal Grooming and Hygiene throughout the semester
End of Semester Evaluation by the Sector Skill Council (independent of AUD) – MCQs, skill demonstration, role plays, viva etc.
End of the semester