programme

Product Planning and Development

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Course TypeCourse CodeNo. Of Credits
Foundation CoreSVS1TH2024

Semester and Year Offered: Winter Sem

Course Coordinator and Team:Ankush Rathor

Email of course coordinator:arathore@aud.ac.in

Pre-requisites:

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 & successfully completed sem 1.

Course Objectives/Description:

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.

  1. THC/N0301: Plan for serving food and beverages
  2. THC/N0302: Greet customer, take orders and serve
  3. THC/N0303: Clean tables and counters
  4. THC/N0304: Deal with customer payment
  5. THC/N0305: Resolve customer service issues
  6. THC/N9901: Communicate with customer and colleagues
  7. THC/N9902: Maintain customer-centric service orientation
  8. THC/N9903: Maintain standard of etiquette and hospitable conduct
  9. THC/N9904: Follow gender and age sensitive service practices
  10. THC/N9905: Maintain IPR of organisation and customers
  11. THC/N9906: Maintain health and hygiene
  12. THC/N9907: Maintain safety at workplace

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

Course Outcomes:

On successful completion of this course students will be able to:

  1. Analyze & explain the concept of product planning & development in service industry.
  2. Prepare various types of product & service planners .
  3. Develop deferent kind of techniques for customer handling.
  4. Manage customer relationship & customer handling
  5. Plan to provide customers satisfaction & enrich experience

Brief description of modules/ Main modules:

Module I: Coordinate and Confirm the Plans

Confirming the Plans with the Customers; Menu Planning and Cuisines of the World (including how to mix and match various cuisinesetc);Inspecting the Facilities and Setting-up; Supervision of the Event Planning; Keeping Accounts Registration; Documentation; PublicRelationand Evaluation; Sales in MICE.

Module II: Communicate with Customers and Colleagues

How to Communicate with the Event Planning Team; Importance of Updating the Clients and Addressing their Needs in Planning; Communication at Work Place Including Online Communication and Social Media; Communicate with Customer and Colleagues Within and Outside the Event; Upselling/Promoting Suitable Products and Services; Handling Customer Grievances Professionally; Achieving Customer Satisfaction; Receiving Job Order and Instructions from Reporting Superior; Escalate Unresolved Problems or Complaints to Relevant Superior; Handling Enquiries; Allied Services Requirement; Audio-Visual Requirements; Entertainment Services Required; Offering Various Suggestions to the Customers to Help Them Decide on their Needs; Showing Trust, Support and Respect to all Colleagues and Assist them with Information and Knowledge; Trying to Achieve Smooth Overflow; Identifying the Potential and Existing Conflicts with Colleagues and Resolve Them.

Module III: Customer-Centric Service

Customisation vs Standardisation; Understanding the Target Customers: Their Profiles and Needs; Market Trends and Customer Expectations; Feedback and Rating from Customer; Customer Oriented Behaviour; Fair and Honest Treatments to Customers; Delivering Quality Work and Report Anticipated Delays with Reason; Documenting the Completed Work; Reading Customer Expectations and Ensuring they are Met; Readily Accepting and Implementing New Ideas to Improve Customer Satisfaction; Communicating Customer Feedback to Superior; Offering Promotions to Improve Product Satisfaction; Consulting with Senior on Unscheduled Customer Requests.

Modules IV: MICE Marketing and Product Development

Concept and Principles of MICE Marketing; Enhancing Organisational Brand Value; Various Local, National and International MICE Conventions; Product Development and Packaging

Assessment Details with weights:

S.No.

Assessment

Period of Assessment

Weightage

1.

Assignments (Project/written assignment/portfolio)

 

 

All through the semester

 

 

Up to 20% put together in different assesments

2.

Class Participation

3.

Simulation/Practical

4.

On-Job-Training Report

5.

Personal Grooming and Hygiene throughout the semester

6.

 

 

End of Semester Evaluation by the Sector Skill Council (independent of AUD) – MCQs, skill demonstration, role plays, viva etc.

End of the semester

 

40%

 

 

Reading List:

  1. Ulrich, K. T. (2003).Product Design and Development. Tata McGraw-Hill Education.
  2. Jones, L., & Alexander, R. (2000).New International Business English Updated Edition Teacher's Book: Communication Skills in English for Business Purposes (Vol. 3). Cambridge University Press.
  3. Tseng, M. M., &Piller. F. (2011). The Customer Centric Enterprise: Advances in Mass Customization and Personalization. Springer Science & Business Media.
  4. Hoyle, L. H. (2002).Event marketing: How to Successfully Promote Events, Festivals, Conventions, and Expositions (Vol. 2). John Wiley & Sons.
  5. Ali, M. A. B. (2015).Travel & Tourism Management. Prentice Hall India Learning Pvt. Ltd.
  6. Buttle, F. (2009). Customer Relationship Management: Concepts and Technologies. A Butterworth- Heinemann.