|Course Type||Course Code||No. Of Credits|
Semester and Year Offered: Monsoon Semester
Course Coordinator and Team: Ankush Rathor
Email of course coordinator: email@example.com
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 module, students will be able to:-
Brief description of modules/ Main modules:
(Module I: Standards of Etiquettes and Hospitable Conduct
Ways toAddressaGuest:Friendlinessvsfamiliarity; Customer Loyalty; Face-to-Face Conversation; ProcedureBehaviour; Personal Presentation; Telephone Etiquette and Manners; Mannerism:Basic Manners; Perfect Attitudes: Personality TraitsofEmployeesin FrontOffice; WorkEtiquettes: Common Principles,OfficeEtiquettes,Punctuality,StayingAwayfromGossip; Appropriateness; Business Etiquette: Greeting, Nametags; Reception, Office Parties CulturalCourtesy; Body Language; Front Desk Grooming:Greetings,Handshakes; Some Polite Expressions:Apologies,Remarks; WesternEtiquette.
Module II: Human Resource Practices and Workplace Ethics
DefiningEthicsanditsSignificanceinHospitality; PrinciplesandPracticesinBusinessEthics; BusinessCompulsions; MotivationandEthicalParameters; Work Ethics:EthicalAbuses,UnethicalBehaviour; Workplace HR Practices.
Module III: Cultural, Gender and Age Sensitives and IPR
Women’s Rights: Women’s Safety,CompanyPolicy on Behaviour Towards Women,WomenEquality; Educating Customers on Specific Facilities and Services Available; Providing Different Age and Gender Specific Customer Service; Following Standard Etiquette with Women at Workplace; Securing Company’s IPR:RespectingCustomer’s Copyright; Making Sure New Initiatives of Hotel are Not Leaked Out; Reporting IPR Violations:ReadingCopyright Clause,ProtectingInfringement upon Customer’s Interests,Knowing/Understanding which Aspect of Customer Information can be Used; Reporting any Infringement.
Assessment Details with weights:
Period of Assessment
Assignments (Project/written assignment/portfolio)
All through the semester
Up to 20% in various assesments
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, grooming etc.
End of the semester