Proposed syllabus for

Post Graduate Diploma in Hospitality Administration 20 months program

Compiled and Designed by

GOA COLLEGE OF HOSPITALITY AND CULINARY EDUCATION

Post Graduate Diploma in Hospitality Administration (20 months program)

Semester Course 1 1 Core course1 Course title Inst. Credit hours/ week 6 5 Exam hours 3 Marks Total Int Ext 25 75 100

Core course 2 Core course 3

1 Core course 4 Core course 5

Introduction to Hospitality management Advanced Front office procedure Bar & beverage Management Advanced Baking

25

75

100

25

75

100

25

75

100

science
Advanced 6 Food Production Practical Food and 6 beverage management and cost control Event management Information management system & Hospitality Material management in Hospitality Advanced food and beverage praxctical 5 3 40 60 100

\1

Semester Core 2 course 6

25

75

100

Core course 7 Core course 8

6 6

5 5

3 3

25 75 100 25 75 100

Core course 9

25 75 100

Core course 10

40 60 100

Semester Core 3 course 11

Quick Service Restaurant Management

25 75 100

(QSRM)

3 3 3

Core course 12 Core Course 13 Core Course 13 Core Course 14

Spa & saloon management Customer Relationship Management Food and Beverage Retail Management Advanced Accommodati on management practical

6 6 6

5 5 5

3 3 3

25 75 100 25 75 100 25 75 100

40 60 100

18 months class room study with 2 months internship in the hotel Followed by project presentation and viva
Core Courses include Theory, Practicals & Project No. of core courses: 14 Credit per Course 5 (45 hours) Project: 1 Credit: 30 (270 hours) Total Credits: 100 Internal Theory Practical Project Dissertation 80 Marks [2 reviews = 20+20 = 40 marks (internal & External) Report Valuation = 40 marks] (internal & external) Viva = 20 Marks Total 100 marks Passing Minimum in a Subject Theory 40% Aggregate 50% 3 25 40 External 75 60

Practical 40% Objective of the course The 20 months Postgraduate Diploma Programme in hospitality administration prepares a student for a career in hospitality industry and services. The programme facilitates learning in modern concepts, techniques and practices in hospitality administration and exposes the student to different functional areas of management to enhance the effectiveness. The courses are designed to develop - (i) the analytical, problem-solving and Decisionmaking abilities, (ii) with the contemporary business trends iii) and each student personality with socially desirable values and attitudes. Towards these objectives and to suit the contents of each course, a variety of teaching methodologies, such as case studies, role-play, problem solving exercises, group discussion, computer simulation games, audio visuals, are used in the programme. Since the PGDHA programme itself is a specialised programme, there are no separate Areas for Concentration. Students are required to complete 14 courses offered to them.

SEMESTER 1 Course title: introduction to Hospitality Management Credit: 5 Marks int: 25 Ext: 75 Syllabus Unit 1 Hospitality- Introduction, concept, development over the ages in context of Indian and international hospitality Unit 2 Tourism: Introduction, concept, definition, types and characteristics Relation of hospitality industry with Tourism Unit 3 The Hotel Industry: Organization of Hotels, ownership structure: Sole Proprietorship, partnership, Franchisees, Management Contract concept, their advantages and disadvantages. Unit 4 Overview of major Hotel Departments: Front Office, House Keeping, Food & Beverage, Marketing, Human Resources, Engineering & Maintenance, Accounting & Finance Inter and Intra Departmental Linkages and Coordination. Unit 5 Future of Hospitality Industry, Changing trends, issue and challenges Importance of Hospitality industry in India Assignments to be given to the students 4

1. Discuss the issues and trends facing the hotel, restaurant, and tourism industries today. 2. Describe the operational and management structure for various types of hospitality/tourism facilities. 3. Discuss basic management concepts and provide an opportunity for students to formulate a managerial frame of reference. 4. Discuss career paths and professional challenges characteristic of the hospitality/tourism industry. 5. Describe the interrelationship of travel, tourism and the hospitality industry. 6. Discuss the concept of service management and its impact from both a consumer and business perspective. 7. Identify current events that will have an impact on the hospitality/tourism industry. Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations Text & References _ Introduction to Hospitality Industry A Text Book: Bagri SC & Dahiya Ashish, Aman Publications New Delhi _ Introduction to Hospitality, Walker John R. Prentice Hall of India. _ An introduction to the hospitality Industry : 4th edition Gerald W.Lattin Attn. _ Hospitality Today : Rocco; Andrew Vladimir, Pables E, Attn. _ Tourism and the hospitalities Joseph D. Fridgen _ Welcome to Hospitality Kye-Sung Chon, Roymond Sparrowe _ Hospitality Mgt. Kevin Baker, Jeremy Hayton _ Hotels for Tourism Development Dr. Jagmohan Negi _ Principles of grading and classification of hotels, tourism restaurant &resorts - Dr. J. Negi

SEMESTER 1 Course title: Advanced front office procedure Credit: 5 Marks int: 25 Ext: 75 Syllabus 1. Front Office Operation: _ The guest cycle _ Front office systems _ Front office forms _ The front desk _ Front office equipments 5

_ Front office computer application 2. Front Office Responsibilities: _ Front office communication _ Inter departmental communications _ Guest relations _ Front office security functions 3. Front Office Management: _ Management functions _ Establishing Room rates _ Forecasting room availability _ Budgeting for operations _ Evaluating front office operation 4. Yield Management: _ The concept of yield and management _ Measuring yield _ Elements of Yield management _ Using yield management 5. The Night Audit: _ Functions _ Operation modes _ Night audit process _ Verifying night audit _ Automated system update Assignments to be given to the students Case studies and role play

Method of Instruction Class discussion Guest speakers Student Projects Case Studies instructor presentations Text & Reference: 1. Front Office Procedures By Seaton 2. Basic Hotel Front Office Procedures (III edn.) Peter Renner 3. Front Office Procedures Peter Abbott 4.Front office management in hotel, Chkravarti B.K., CBS publishers and distributers, 1999. 5. Front office : procedures, social skills, yield and management, Abbott, Peter and Lewry, Sue, New Delhi: Butterworth-Heinemann. 6.Bhatnagar S, K., Front Office Management, Frank Brothers & Co. 7. Bardi James, Front Office Operations_ Front office, Elsevier publications 6

8. Principles of hotel front office operations, Baker Sue, Huyton Jeremy,Bradley Pam, London and New York: Continuum, 2000. 9.Case studies in rooms operations and management, Huyton, Jeremy and Baker, Sue, Melbourne : Hospitality Press, 2001. 10. Managing Front office operations, Michael L. Kasavana, Richard M Brooks, Educational Institute of American Hotel & Lodging Association, (EI-AH&LA, USA).

SEMESTER 1 Course title: The Bar & Beverage Management Credit: 5 Marks int: 25 Ext: 75 Syllabus

CHAPTER 1 THE BEVERAGE INDUSTRY PAST AND PRESENT & RESPONSIBLE ALCOHOL SERVICE The earliest wines, The wine and religion A brief history of beer Distilled spirits in brief Alcohol and health in history Prohibition and its effects Todays beverage service industry Human psychology and alcohol Alcohol impact on human health Alcohol and nutrition Alcoholism and other drinking problems Legal considerations Solutions from a concerned industry Mixing plan Crisis management Chapter 2 CREATING AND MAINTENANCE OF BAR BUSINESS & BAR EQUIPMENTS Targeting your clientele Planning and research Location and market feasibility Atmosphere and dcor Decor requirements Layout and design 7

Working with design or consultant Check list of bar design essentials Underbars and back bar equipments Refrigeration needs Bar stools and small equipments Glassware Cash registers General equipment guidelines

Chapter 3 Spirits and wine appreciation Types of spirits and manufacturing Types of wine and manufacturing

Chapter 4 Mixology Definition, cocktails and mocktails Chapter 5 Total bar management Sanitation and bar set up Employee management Purchasing receiving and storing inventory Planning for profit Regulations

Assignments to be given to the students Case studies

Method of Instruction Class discussion Guest speakers Student Projects Case Studies instructor presentations

Text & Reference 8

The Beverage Book Companys Coming Original Series by Jean Par The New York Bartender's Guide: 1,300 Alcoholic and Non-Alcoholic Drink Recipes For the Professional and The Home by Sally Ann Berk The new American bartender's guide by John J. Poister Two hundred and one cocktails by Maria Costantino The Complete Bartender by Robyn M. Feller The Bar Guide Williams-Sonoma guides by Ray Foley Bartending for the Professional and Home Entertainer by Chandler L. DeLove

SEMESTER 1 Course title: Advanced Baking Science Credit: 5 Marks int: 25 Ext: 75

UNIT-1 RAW MATERIAL i. Wheat and Wheat milling process ii. Water iii. Sugar iv. Yeast v. Salt vi. Fat vii. Stabilizers & Chemicals UNIT -II PROCESSING & PRODUCTION (BREAD) i. Flying ferment ii. Mixing iii. Fermentation iv. Knock-back v. Baking vi. Cooling UNIT III - BREAD MAKING METHODS i. Various Bread making methods ii. How to judge the quality of bread iii. Bread faults iv. Bread disease v. Bread improvers (To be supported with Demonstration of Various methods of production of bread) UNIT - IV CAKE MAKING i. Cake making ingredients ii. Cake making methods iii. Characteristics of cakes 9

iv. Balancing of cake formula v. Cake faults and remedies BISCUITS & COOKIES INGREDIENTS SIMPLE RECIPES (To be supported with Demonstration of Various methods of production of cakes i. & Biscuits) UNIT -V BAKERY MACHINERY AND EQUIPMENTS i. Major equipments and minor equipments ii. Care and Maintenance of Equipments.

Method of Instruction Class discussion Guest speakers Student Projects Case Studies instructor presentations

REFERENCE BOOKS: 1. Basic baking C. DUBEY 2. The professional pastry chef- BO FRIBERG 3. Modern Cookery for Teaching and Trade Volume I & II Thangam E. Philip (Orient Longman Publications)

SEMESTER 1 Course title: ADVANCED FOOD PRODUCTION PRACTICALS Credit: 5 Marks int: 40 Ext: 60 A la Carte / Table Dhote-Menu With recipes of continental 40% Indian 40% Chinese 10% Bakery 10% and Special emphasis on recipes of Buffet of Breakfast, Lunch and Dinner. Text & Reference : 1. Modern Cookery for teaching & Trade Volume I & II Thangam E. Philip 2. Theory of Cookery Krishna Arora. 10

3. Practical Cookery Ceserani and Kinton.

SEMESTER 2 Course title: Food and Beverage Management and Cost Control Credit: 5 Marks int: 25 Ext: 75

1. Gaining a perspective on selection and procurement _ The concept of selection and procurement _ Distribution systems _ Forces affecting the distribution systems _ An overview of purchasing function _ The organization and the administration _ Buyers relationship with purchasing other company personnel 2. Principles of selection & procurement: _ The purchase specification _ The optimal amount _ The optimal prices _ The optimal suppliers _ The optimal payment policy _ Typical ordering procedure _ Typical receiving procedure _ Typical storage procedure _ Security in the purchasing system 3. Selection and procurement of the items: _ Purchase procedure _ Convenience foods _ Processed produce and other grocery items _ Dairy product/egg/meat/poultry/fish etc., _ Alcoholic and non alcoholic beverages _ Non food expenses items _ Services _ Furniture, Fixtures and Equipments 4. Cost Control Techniques: _ Yield Management _ Food costing _ Par Stock _ ABC/XYZ analysis _ Non moving and slow moving items _ Beverage costing _ Bar Control _ Records in food cost control _ Records in beverage cost control 11

_ Food cost reconciliation _ Beverage cost reconciliation _ Tobacco cost reconciliation

Method of Instruction 1. 2. 3. 4. 5. Class discussion Guest speakers Student Projects Case Studies instructor presentations

Text & Reference: 1. Hotel Management & Costing D. Antony Ashok Kumar. 2. Purchasing & Selection & Procurement for the Hospitality Industry Willies Smith.

SEMESTER 2 Course title: Event Management Credit: 5 Marks int: 25 Ext: 75

Unit I Introduction to event management Historical Perspective, Introduction to event Management, Size & type of event, Event Team, Code of ethics, Principles of event Management, concept & designing. Analysis of concept, logistics of concept, Feasibility, Keys to success, SWOT Analysis Unit 2 Event planning and team management Aim of event, Develop a mission, Establish Objectives Preparing event proposal, Use of planning tools, , Protocols, Dress codes, staging, staffing Leadership, Traits and characteristics, Nature of Marketing, Process of marketing Marketing mix, Sponsorship Image, Branding, Advertising Publicity and Public relations, Aim of event , Types and category, Sports, Rallies, Wedding corporate events, Develop a mission, Establish Objectives Preparing event proposal, Use of planning tools

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Unit 3 Event leadership and communication Leadership skills, Managing team, Group development, Managing meetings, Written communications, (Official, demi-official, Invoice). Verbal communications

Unit 4 Event security, safety & logistics Security, Occupational safety, Crowed management, Major risks and emergency planning, Incident reporting, emergency procedures, Concept, theme, Fabrication, light & sound, handling venders, Logistic policy, procedures, performance standards ,functional areas, motivation and leadership Unit 5 Event laws, licenses & accounts Relevant legislations, liquor licenses, trade acts, stake holders and official bodies, contracts, Budget, break even point, cash flow analysis, Profit & loss statement, balance sheet, panic payments, financial control system

Assignments Students will be tested for planning, concept, designing and lay out of an event Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations

Text & references: Event management, an integrated & practical approach By Razaq Raj, Paul Walters & Tahir Rashid Event management, a professional approach By Ashutosh Chaturvedi Event Management By Lynn Van Der Wagen & Brenda R Carlos. Successful Event Management By Anton Shone & Bryn Parry

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SEMESTER 2 Course title: Managing Technology in Hospitality Industry Credit: 5 Marks int: 25 Ext: 75 Unit 1 Hospitality technology system & components Evaluating hospitality technology, property management system, PMS interface, point of sale system, sales and catering system, hospitality accounts system E-commerce, input out put componenets,the central processing unit external storage devoices ,anatomy of a computer,software,networks,internal components

Unit 2 Room management, guest application & reservation system Electronic distribution channel, undersell agencies, central reservation system, property Level reservation system, distribution of revenues, Room management module, and guest accounting module Unit 3 Property management system interface & point of sale System interface issues, central reservation system, point of sale system and call accounting system energy management systems, auxiliary guest services guest, operating devices, pos order entry units, pos printers, Account statement, PCI compliance, Managing Guest Accounts, POS software ,automated beverage control system

Unit 4
. F&B

management, sales, accounts & catering application Recipe management, sales analysis, menu management, menu item pricing, integrated food service software automated beverage system reports, sales office automation revenue management catering software ,accounts receivable module, accounts payable module, payroll module, inventory module, purchasing module, financial report module, labor scheduling applications . Unit 5 Information management, system selection & security maintenance

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Management information system, electronic data processing, database management, multidimensional database, information needs, sales literature, system requirements, request for proposal ,contract negotiations, installation factors, system security and data privacy, operational precautions, general principles, manual operational plans,

Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations

Text and references Managing technology in the hospitality industry sixth edition ,Michael L.Kasavana O'Brien James , " Management Information Systems , 7 th Edition, Tata McGrawHill Publishing Company Limited KC Laudon, JP Loudon, MIS Managing digital firm, Person Education Jawadekar W., ''Management Information Systems ", 2nd Edition, Tata McGraw-Hill Publishing Company Limited

SEMESTER 2 Course title: Material Management in Hospitality Credit: 5 Marks int: 25 Ext: 75 Unit 1 Introduction to material management in hospitality Introduction to material management and productivity, functions of material management, organization structures in material management, role of material management techniques in improved material productivity. Unit 2

Material planning:
objectives, material requirement planning, manufacturing resource planning, JIT production planning, strategic material planning, material control: acceptance, 15

sampling, inspection, make or buy decision, simple cost analysis, economic analysis, break even analysis, break even point theory, whether to add or drop a product line store management and warehousing, product explosion . Unit 3

Purchasing:
importance of good purchasing system, organization of purchasing functions, purchase policy and procedures, responsibility and limitations, purchasing decisions, purchasing role in new product development, role of purchasing in cost reduction, negotiations and purchase, purchasing research: identification of right sources of supply, vendor rating, standardization, vendor certification plans, vendor and supply reliability, developing new source of supply. Unit 4 Cost reduction Cost control v/s cost reduction, price analysis, material cost reduction techniques, variety reduction, cost reduction and value improvement, techniques of cost control, standard costing, cost effectiveness, cost analysis for material management, material flow cost control.
Unit 5

Inventory management:
Inventory v/s stores, types of inventory, inventory control, and inventory build up, EOQ, various inventory models, inventory models with quantity discount, exchange curve concept, coverage analysis, optimal stocking and issuing policies, inventory management of perishable commodities, ABC VED analysis, design of inventory distribution systems, surplus management, information system for inventory management case studies

Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations

Text and reference Reference books

Material management: - W. R. Stelzer Jr. (PHI)

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Material management: - D. S. Ammer & Richard Erwin Inc. Material management: - A. K. Dutta (PHI) Material management- An integrated approach :- P. Gopal;akrishnan,& M. Sundersen (PHI)

SEMESTER 2 Course title ADVANCED FOOD AND BEVERAGE SERVICE PRACTICAL

Hierarchy of Food and Beverage Service outlets like Restaurant, Room Service, fast foods, Banquets etc., Table dhote menu, A la Carte menu compilation and with accompaniment & cheese, Cigarette, Cigar Wines and services. Setting of the table according to menus, mock services to be practiced, guerdon service flamb and flaring, mocktail and cocktail preparation

Semester 3

Course title -Quick Service Restaurant Management (QSRM)

Unit 1 Introduction to quick service restaurant management Planning, control and food, Identify the differences and similarities between commercial and noncommercial food service operations, steps required to implement a cost control system. Importance and function of an operating budget as a planning and control tool Unit 2 Menu control in QSR Menu as the foundation for control in a food service operation control systems necessary to monitor the purchasing, receiving, storing, issuing, production and service functions in a food service operation, stock control, auditing and budgeting Menu planning, and food safety, Managing delivery time is a key area of focus for a QSR Unit 3 Cost & quality control in QSR Interpretation of cost control and financial data and corrective actions necessary to manage an effective food service operation revenue control and theft prevention procedures, labor cost control procedures. Unit 4 Human resource management in QSR Human resource management issues that are involved in operating a quick service restaurant. Identifying customer service and guest relations policies that must be in place for the successful operation of a quick service restaurant. Unit 5 17

Marketing & franchising of QSR Employees, public relations, Marketing & Franchising quick service restaurants Collaborating with the right brands , local tastes and the conditions in the immediate market with international brands

Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations

References and texts Quick Service Restaurants, Franchising, and Multi-Unit Chain Management by Francis A Kwansa , H.G. Parsa QUICKSERVICE RESTAURANT TRENDS by National Restaurant Association

Industry Transaction & Profile Annual Report: Quick Service Restaurants- 2011 Edition (Paperback) by By Bvr Staff
Quick Service That Sells! The Art of Profitable Hospitality for Quick-Service Restaurants by bill Roberts Christopher downell

Now Thats Quick Service Sells! The Art of Managing The Sizzle or Quick-Service Restaurants by bill Roberts Christopher downell Semester 3 Course title : Spa & Salon Management Unit 1 Introduction to spa Philosophy of Spa, A History of Spa and Spa Cultures, Contemporary Spa, Trend Analysis: Possibilities and Predictions, The Spa Service Experience, Traditions, Treatments, and Terms, Financial Organization of Spas, Spa Careers, Vacations, and Professions, A Day in the Life of a Spa Director , Leadership and Ethics. Unit 2

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Salon management an introduction personal management skill is the most important aspect in running a salon. Managing the stylists and therapist to have the salon working at maximum capacity. Salon Administration which is considered a negligible task is actually the backbone of all systems and processes which come together in the smooth functioning of a salon Unit 3 Client care - Clients are the reason we are in business so handling them making them aware of services and offers. Giving them the right information about services and products, all these elements enhance a salons performance. A loyal client is the most important factor in growth. Effective Communication: Answering the phone Proper Greeting How to use your headset, putting client on hold, taking effective messages, Telephone skills Unit 4 Appointment procedure: Requires extensive knowledge of Hair and Skin services and products. Booking stylist appointments, Taking Appointment for walk-in clients, Consultation for Chemical appointments, canceling appointments, handling the desk. checking out clients after services: Method of payments, cash, Credit cards, Gift Vouchers Inventory Management: Making sure a daily stock check is done and all out of stock products are replenished Unit 5 Salon Etiquette and Grooming: As we are in the beauty business we have to make sure the managers look neat and presentable at all time as they are the first interface to the client either through the phone or at the time they visit the salon Working with Management: Following the Systems and Operations manual, help in evaluation of salon staff, Achieve sales targets set by management, daily input to the management on client feedback.

Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations The spa handbook: a guide to enhancing physical, mental and spiritual well-being by Maria Costantino (Author) Understanding the Global Spa Industry: Spa Management [Paperback] Gerry Bodeker (Editor), Marc Cohen MBBS PhD (TCM) (Editor) 19

Successful Salon Management, 5E [Paperback] Edward Tezak Successful Salon & Spa Management by Edward J. Tezak, Terry Folawn Spa Business Strategies: A Plan for Success by Janet M. D'Angelo Spa Management: An Introduction by Mary S Wisnom Ultimate Salon Management by hellen ward

Semester 4 Course title: Customer Relationship Management UNIT-I CRM Introduction Definition Need for CRM Complementary Layers of CRM Customer Satisfaction Customer Loyalty Product Marketing Direct Marketing. UNIT-II Customer Learning Relationship Key Stages of CRM Forces Driving CRM Benefits of CRM Growth of CRM Market in India Key Principles of CRM. UNIT-III CRM Program Groundwork for Effective use of CRM Information Requirement for an Effective use of CRM Components of CRM Types of CRM. UNIT-IV CRM Process Framework Governance Process Performance Evaluation Process. UNIT-V Use of Technology in CRM Call Center Process CRM Technology Tools Implementation Requirements Analysis Selection of CRM Package Reasons and Failure of CRM.
Method of Instruction Class discussion Guest speakers Student Projects Case Studies Instructor presentations

Text & Reference

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Customer relationship management, K.Balasubramaniyan, GIGO publication, 2005. . The essentials guide to knowledge management E-business and CRM application, Amrit tiwana, Pearson education, 2001. . E-business Roadmap for success, Dr.Ravi Kalakota, Pearson education asia, 2000. . Business The Dell way, Rebecca saunders, India book distributors, 2000.

Semester 3 Course title : Food and Beverage Retail Management Unit I Introduction to retailing Reasons for studying retailing, economic significance & opportunities in retailing, types of retailers food single store establishment, corporate retail chain, multi channel retailing, Benefits offered by electronic channel. Unit 2 Retail market strategy Target market retail format, Building a sustainable competitive advantage, for growth strategies, steps in strategic and retail planning process.

Unit 3 Retail locations Shopping centers, shopping malls, city or town locations, free standing sites, location and retail strategy department stores, special apparel stores, category specialists, grocery store, optical boutique. Site location factors affecting the demand for a region & attractiveness of a site. Unit 4 Supply chain management Advantages through supply chain management, flow of information, logistics distribution centre, quick response delivery systems, e-retailing, and outsourcing. Unit 5 Introduction to franchising Restaurant franchising: Pros & Cons Agreements & Legal Documents Financial aspects Relationship Int. franchising concept Developments non traditional franchising. Store management 21

Store layout, types & features, store designing merchandise presentation techniques, atmospherics, and customer service GAPS model for improving retail service quality

Text and references

Careers! Professional Development for Retailing and Apparel Merchandising - Text Only - 05 edition

by V. Ann Paulins and Julie L. Hillery

Concepts and Cases in Retail and Merchandise Management - 2nd edition

by Nancy Rabolt
Experiential Retailing: Concepts and Strategies That Sell - 07 edition
by Youn-Kyung Kim

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