Service Quality Standards

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Course TypeCourse CodeNo. Of Credits
Foundation CoreSVS1TH1033

Semester and Year Offered: Monsoon Semester

Course Coordinator and Team: Ankush Rathor

Email of course coordinator:


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.

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

Course Outcomes:

On successful completion of this module, students will be able to:-

  1. Analyze & explain the concept of various components of Service Quality Standards
  2. Learn various types of service recovery techniques.
  3. Develop deferent kind of basic fascility provisions in hotel industry.
  4. Manage customer relationship & customer handling
  5. Plan to provide guest information about hospitality standards mainteanance.

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


Class Participation




On-Job-Training Report


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




Reading List:

  1. Pont, L. (2014). Hospitality Management. Bloomington: I Universe LLC.
  2. Bratton, J., & Gold, J. (2012). Human Resource Management: Theory and Practice (5thed.). Palgrave Macmillan.
  3. Mansfeld, Y.&Pizam, A. (Eds.). (2006).Tourism, Security and Safety (1sted.). Elsevier Butterworth-Hienemann.
  4. Cornish, W.,Llewelyn, D. &Aplin, T. F. (2013)Intellectual Property: Patents, Copyright, Trade Marks & Allied Rights (8thed.). Sweet & Maxwell.


  1. Bansal, T. (2011). Hotel Engineering.Aman Publications.