programme

Understanding the Environment and Development

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Course TypeCourse CodeNo. Of Credits
Foundation CoreSVS1TH2033

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 enviroment in service industry.
  2. Prepare various work plans for service delivery.
  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: Standards of Etiquettes and Hospitable Conduct in MICE

Greet, Welcome and Address; Pitch and Tone of Voice while Speaking to Customers; Standards of Practice and Transparency in Pricing; Telephonic Communication; Personal Integrity and Ethical Behaviour; Grooming and Body Language

Module II: Follow Gender and Age Sensitives and IPR

Women Rights;WomenSafety; Company Policy on Behaviour with Women; Women Equality; Educating Customers on Specific Facilities and Services Available;ProvidingDifferent Age and Gender Specific Customer Service; Following Standard Etiquette with Women at Workplace; Following Ethics Policy of the Company;SecuringCompany’s IPR;RespectingCustomer’s Copyright; Make Sure New Initiatives of Hotel are Not Leaked Out; Report IPR Violations; Read Copyright Clause; Protect Infringement upon Customer’s Interests; Know which Aspect of Customer Information can be Used; Report any Infringement.

Module III: Health and Hygiene in MICE

Food Safety and Standards; HACCP; Identifying Waste Sources and Ensuring Disposal;PestControl; Ways to Secure Safe Workplace; Maintaining Mechanical Equipment; Personal Hygiene.

Ensuring Cleanliness AroundWorkplace in Hospitality and Tourist Areas: Following Personal Hygiene Practices; Taking Precautionary Health Measures; What is Hygiene: Importance of Hygiene: Personal and Safe Health Practices.

What are Hazards: Identifying Work Hazards; Preventive Measures;HealthRisks to the Worker or Customer; Healthy Work Practices;InternalHygiene-Audit Tests.

Understanding Standard Safety Procedures: Safety Standards; Standard Procedures in Case of Fire- Safety Signs; Protective Gear/ Equipment;CorrectEmergency Procedures; Knowledge of Safety Signs; Document First Aid Treatments and Safety Procedures; Report to Supervisor if any Hazard is Identified Adhere to Safety Standards.

Assessment Details with weights:

S.No.

Assessment

Period of Assessment

Weightage

1.

Assignments (Project/written assignment/portfolio)

 

 

All through the semester

 

 

Up to 20% under every assement

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. Gupta, R. (2015). Hospitality and Tourism Management. Vikas Publishing House.
  2. Cornish, W.,Llewelyn, D. &Aplin, T. F. (2013)Intellectual Property: Patents, Copyright, Trade Marks & Allied Rights (8thed.). Sweet & Maxwell.
  3. Davis, L. G. (2012). The Hospitality Industry Handbook on Hygiene and Safety. Juta Academic.
  4. Courtland, L. B.,&Thill, J. V. (2012). Business Communication Today (11thed.).New Delhi: Pearson Education.
  5. Jones, L., & Alexander, R. (2000). New International Business English Updated Edition Teacher's Book: Communication Skills in English for Business Purposes (Vol. 3). Delhi: Cambridge University Press.
  6. Roday, S. (2011). Food Hygiene & Sanitation (2nded.). New Delhi: McGraw Hill.
  7. Davis, L. G. (1998).The Hospitality Industry Handbook on Hygiene &Safety.Juta& Company Ltd.