1.

Course Syllabus & Content

Module Title: Introduction to Hospitality and Tourism

Introduction

The aim of this module is to provide students with an understanding of the nature of hospitality and
hospitality products from both local and international perspectives. It will ensure students acquire a
holistic understanding of the hospitality, including the travel and hospitality industry, including the
impacts of hospitality on destination economies, communities and fragile environments. Students will
be expected to take a critical perspective on the effects of hospitality on their own country, and how
hospitality can have a strategic developmental function.

Learning Outcomes

On completion of this module students will be able to;

 Describe the history and structure of international travel and hospitality industry
 Appraise the positive and negative impacts of tourism destination development
 Analyse a range of tourist needs and motivations to travel
 Discuss the development and distribution of hospitality products
 Describe the role played by Government

Contents
Chapter 1 The history and structure of • The historical beginning, growth and recent trends
the travel, tourism, and in hospitality, definitions of tourist and hospitality.
hospitality industry Hospitality organizations, tourist boards, national
and international organizations, lATA, WTO, CAA,
BAA, ABTA, 'Visit Britain' and similar non-UK
organizations.
Chapter 2 Tourists needs and • The different types and needs of tourists;
motivations business, vacation, family, and tours
• Reasons for travel and the travel
'experience' for heritage, culture, scenery,
weather
• Facilities, psychological and sociological
influences, facilitators and motivators to
encourage travel.
Chapter 3 Development of hospitality • Factors required to become a tourist
products • destination
• Development of destinations, and the demand
for niche holiday products, Man- made and
natural tourist attractions

Chapter 4 Transport and • Transportation facilities (road, rail, air, sea and
Accommodation inland waterways)
• Accommodation and food, the range
available and grading criteria.
Chapter 5 The distribution of • The role of tour operators and travel agents, travel
hospitality products agents as intermediaries, the interrelationships
Links between the sectors, distribution and
information technology.
Chapter 6 Governments and • The role of governments and influence on
political issues hospitality, visas, permits and foreign exchange
restrictions, political unrest Hospitality policy.

Chapter 7 Positive and negative • Positive impacts: direct and indirect income
economic hospitality and employment, the multiplier effect,
impacts contribution to GDP, currency exchange
rates
• Negative impacts: foreign ownership of facilities
and hotels, high level of imports of goods for
hospitality, high demand driven inflation,
seasonality, over dependence on hospitality
industry.

Chapter 8 Positive and negative • Positive: conservation of natural beauty

environmental hospitality areas, archaeological and historic sites,
impacts improved Infrastructure, environmental
awareness
• Negative: environmental impacts, pollution, over
development leading to destruction of flora and
fauna, land use problems, waste disposal,
damage to archaeological and historic sites.

Chapter 9 Positive and negative • Positive: conservation of cultural heritage,

socio- cultural hospitality buildings and artefacts, renewal of cultural pride,
impacts cross-cultural exchanges
• Negative: overcrowding, over commercialization,
loss of authenticity or customs, social problems
Influx of expatriate labour

Chapter 10 Hospitality ethics and • Issues in sustainable hospitality, sustainable

sustainable hospitality policies and procedures in destinations
• Hospitality business practices and codes of
conduct

Recommended Text

• The Business of Hospitality, Holloway, J.C., (2002), Longman

• An Introduction to Hospitality, Butterworth-Heinneman, Lickorish, L.,and Jenkins,
C., (1997)
 Module Title: Front Office Operations

Introduction

This module introduces students to the systems and procedures required for Front Desk Office
Operations. It emphasizes the importance of high standards in personal qualities and the
provision of customer service. Students will develop knowledge and skills in reception procedures
as well as understanding the key legislation that relates to reception procedures. They will also
evaluate the suitability of different procedures for a range of hotel outlets.

Learning Outcomes

On completion of this module students will be able to:

 Describe the range of front office operations and their functions

 Discuss the importance of communication with other sections within the hotel
 Explain the important role front office plays in selling the hotel and all its facilities
 Demonstrate reception procedures and explain how they contribute to customer
satisfaction
 Explain the implications of key legislation for reception operations
 Demonstrate and explain the suitability of reception procedures for different types of hotel
outlets

Contents

Chapter 1 The role of the front office The hotel industry

in the Hotel’s organisation Hotel organisational structures
The room division organisation
Chapter 2 Security and Safety Security aspects of the hotel
responsibilities Health and safety aspects
Customer care
Roles and responsibilities of a receptionist
Chapter 3 Communications Spoken communication
Non-verbal communication
Written communication
Telecommunications
Fax
E-mails
Handling incoming and outgoing mail
Chapter 4 Reservation Procedures Methods of receiving reservation requests
The information needed when receiving a request
Use of international terms for rooms and bed types
Packages offered by hotels and the range of terms
used to describe them
Methods used to record bookings such as diaries,
conventional charts, density charts, stop-go charts and
computers
Yield management and overbooking
Confirmation procedures, deposits and guarantees and
cancellation procedures
Reservation status, release times, guaranteed arrivals
Group reservations
 Chapter 5 Check-in Procedures Registers, registration cards
Booking out I walking a guest
Chance arrivals.
Key cards and keys, both mechanical and electronic
Room status records and room allocation.
Bedroom book, room status boards, computers.
Group check in

Chapter 6 Electronic Booking Systems such as Fidelio, which provides hardware

Systems and software supporting point- of sale systems.

Chapter 7 Notifications and Concerns the Arrivals list, Departures list, Room list,
Records Function list, Wake up calls and papers and Guest history
records
Chapter 8 Guest Accounting Payment procedures, cash I non cash payment, accepting
different methods of payment, recording deposits,
prepayment and refunds, processing visitors paid outs
(VPO's), disbursements, petty cash,
Establishing credit worthiness
Banking procedures, reconciling I checking floats,
completing banking documentation,
Security for cash I non-cash payments and
transfer to bank
Chapter 9 Payment Methods Cash and foreign currency I exchange
Cheque such as the travellers cheque
Credit cards which include charge card and debit card
Vouchers Ledger accounts
Advance deposits and pre-payments,
Refunds

Chapter 10 Statistics and Reports Occupancy rates including double, sleeper, average
room rate, revenue achieved, REVPAR and GOPPAR
Guest statistics including length of stay, origin,
average expenditure, source of bookings

Chapter 11 Selling Methods used Benefits to organization, increased occupancy,

by Front Office Staff repeat business, brand loyalty, customer loyalty, new
business, increased market share, keeping within
budget, resources and support, staff training
Selling techniques, product knowledge,
communication skills up selling, selling other services,
using sales leads, repeat sales, referred sales,
maximum occupancy and room revenue
Procedures, enquires, reservation, status,
cancellations, amendments, records and
documentation, room allocation
Overbooking, releasing rooms, deposits, paying
commission.

Recommended Text
 Hotel Front Office, S. Thomes, Braham, B., (1999)
 Principles of Front Office Operations, Cassell, Baker, S., Bradley, P., & Huyton,
J., (1994)
Module Title: Housekeeping

Introduction

The aim of Housekeeping module is to provide students with an overview of the range of functions
within the facilities department of hotels. Summary of learning Outcomes

To succeed in this module, students must:

 Describe the operational and supervisory aspects of running an accommodation

operation to the requirements of an international client
 Explain the basic principles and procedures used in Housekeeping
 Explain the range of accommodation provided and the regular processes of cleaning and
maintenance necessary to ensure the facilities and accommodation meets the customer
requirements
 Describe the measures which influence and affect the facilities department
 Discuss environmental issues and how they are managed

Contents
Chapter 1 Introduction to subject • The range of accommodation available
• The scope of the facilities department
within international hotels.

Chapter 2 Organizational • The structure of the department, the division of

structure and labour and staffing requirements.
• Communication between the accommodation
Communication
department and others in the hotel.

Chapter 3 The Linen Room • The security, inspection, storage and stocktaking of
linen.

Chapter 4 Materials • The use and care of hard and soft furnishings
used within hotels.

Chapter 5 Procedures and • The correct use of equipment and materials

Equipment • The procedures involved in cleaning accommodation
and public areas of a hotel.

Chapter 6 Maintenance • The maintenance procedures of facilities.

Chapter 7 Legislation and emergency • The procedures to be followed in case of an

procedures emergency
• The legal responsibilities and equipment.

Chapter 8 Energy and Green • The main types of energy used in a hotel, the
Issues ways these are metered
• Procedures used to minimize energy consumption
• How to be environmentally proactive.

Recommended Text

• Hotel, Hostel and Hospital Housekeeping (5th Edition) Branson & Lennox, (1 965).
Published by Hodder and Stoughton
 • Handbook of Facilities Management, Guildford Press, Butterworth Heinneman.
ISBN Spedding, A., (1994)

Module Title: Food and Beverage Operations

Introduction
The aim of Food and Beverage Operations module is to provide students with an understanding of the
operational and supervisory aspects of running a food and beverage operations for an international
clientele in a range of establishments to encourage an appreciation of the origins of such systems and
to understand the various factors involved in meeting customer needs. Students will gain an
understanding of food and wine and its service in a variety of styles of restaurant and establishments
and they will have sufficient knowledge to produce a detailed plan for specified food and beverage
operations.

Learning Outcomes

To succeed in this module, students must:

 Describe a range of Food and Beverage production and service methods used in a variety of outlets.
 Explain the organization for a range of Food and Beverage operations.
 Discuss measures to improve food and beverage practice and procedures.
 Explain the purpose and methods of developing food production systems and how this meets
customer requirements.

Contents
Chapter 1 Food Production • Food production systems, cook-chill, cook-
Operations freeze, Sous-vide and centralized production.
• The suitability of these systems to the
operations. Quality Assurance systems.
Chapter 2 Food Service Systems • Methods of food service, silver service, plate
service, buffet, counter service, room
service, self-service, assisted service.
• Types of outlet, banqueting, fast food,
restaurant, public house, transport catering.
• Implications, cost, customer demand,
timescale, staffing level, staff skill level,
layout of operation.
Chapter 3 Production and sale of • Operation, banquet, fast food, restaurant,
non-alcoholic and public house, transport. Suitability of operation.
alcoholic beverages Preparation and layout of beverage service,
service of beverages, alcoholic beverages, non-
alcoholic beverages, hot beverages
Chapter 4 Menu planning and • Menu structure and trends, equipment and
standard recipes commodities, preparation and cooking,
timing, use of standard recipes.
Chapter 5 Staffing Skills • Attitude, personal appearance, hygiene
practices, attentiveness, body language,
effective communications, team work, attention
to detail.
Chapter 6 Functions and Events • Types of events, planning, organizing and
costing of an event, hygiene considerations,
staffing the event, evaluation

Recommended Text
 • Food and Beverage Service (Hodder and Stoughton), Lillicrap D., Cousins J., and
Smith, R., (1998)
• The Management of Foodservice Operations, (Cassell) Merricks, P., and Jones,
P., (1994)

Module Title: Food Sanitation, Safety and Health

Introduction

This module makes an important contribution to the supervisory aspects of food hygiene and
safety. Supervisors with food safety and health and safety responsibilities need to ensure that
all staff operates in a safe, hygienic and efficient manner. The overall aims of this module are to
ensure students are familiar with key aspects of current legislation, good practice and health,
safety and food safety issues.

Learning Outcomes

On completion of this module students will be able to;

• Identify and discuss hazards and control risks

• Describe the process of conducting a risk assessment
• Explain how a review of workplace safety is conducted
• Discuss the impact of legislation on employers, customers, staff and others who may use
the outlet
• Communicate information about workplace safety and food safety
• Discuss the underlying principles of food hygiene and apply this knowledge to their work

Contents
Chapter 1 Creating a safe • Health and safety policy, employers responsibility,
environment employees responsibility, identifying
• Reporting hazards, assessing risks, preventative
action, monitoring and review procedures,
legislation
Chapter 2 Working with • Design and layout of workplace areas, handling
Health and Safety hazardous substances,
manual handling, workflow documentation,
cleaning routines, dangerous equipment
Chapter 3 Fire • Fire hazards, fire legislation, preventing fires,
firefighting equipment
Chapter 4 Food Safety • Preventing cross contamination, maintaining
personal hygiene, proper
storage, preparation and cleaning methods,
legislation, microbiology/ bacteria, temperature
control, food pests, premises and equipment, food
safety control

Chapter 5 HACCP • HACCP based food safety management systems,

• Purpose of HACCP, definition of hazard; biological,
chemical and physical hazards, hazard analysis,
definition and examples of critical control points,
good manufacturing practice
Chapter 6 Security • People - staff, customers and any persons in the
premises
• Property- the building, equipment,
• stock, personal items
• Money- takings, floats, personal money, cash,
money transfers
• Information- business records, personal data
Recommended Text
 The Food Hygiene Hand book, Aston, G., (2001)
• Essential Food Hygiene, Donaldson, R.J., (1999), H a r t l e y Reproductions Ltd
Module Title: Hospitality Accounting

Introduction

This module will give students the knowledge, skills and techniques that will help with the
management decision making process. It will look at the process and practices which take place
within a hotel business environment and at the analytical skills required to understand accounting
and financial information.

Learning Outcomes

On completion of this module students will be able to:

• Demonstrate a basic knowledge of accounting concepts and principles

• Apply accounting concepts and principles
• Appreciate the importance of costs and profit in a hotel business
• Discuss the use of management accounting information as a decision making tool in a
hotel business environment

Contents
Chapter 1 System for Financial • Balance sheet, capital expenditure, revenue
Accounting expenditure, classification of
transactions and their effect on the balance sheet into
Asset and Liability exchange, Investment and Drawings
by the owner; Investment by, and
• Repayments to third parties; and Profit and Loss
• Methods of recording, processing and correcting financial
information, the double entry system and the extraction of
a trial balance
• Types of errors and their correction using suspense
accounts, calculation of profit
and loss from a trial balance using the vertical format,
accruals and pre- payments and their effect on the final
accounts, preparation of a balance sheet at the end of
the financial period.
Chapter 2 Accounting for Credit • The difference between cash and credit transactions,
Transactions debtors and creditors accounts, matching of accounts
with statements received,
• The use of credit control systems, provision for
bad or doubtful debts.
Chapter 3 Accounting for Cash • The importance of cash to a firm, bank reconciliation,
cash and credit card takings control, petty cash
systems, handling foreign currency, cash flow forecasts
for simple firms.

Chapter 4 Purchasing and • The policies and procedures for purchasing of food and
Storage of Goods non-food items
for a hotel environment
• The use of standard purchasing specifications and
other recognized
standards/brand names when ordering both food and
non-food items, the documents used in purchasing and
their purpose and relationship to each other
• The correct storage of commodities including legal
requirements for food and
chemicals. The Security aspects of storing high value
items, procedures for the issuing of stock items,
including all records kept, and checks on the use of
commodities.
 Chapter 5 Raw Materials Costs • Dish and portion costing for a range of food and
beverage items, setting the selling price using
formulas to achieve
specific gross profit margins
• The use of percentages when calculating gross and net
profit, the importance of both portion control and
standard recipes to ensure maximum profits are
achieved.
Chapter 6 Employee Costs • Methods of remunerating employees, measurement of
staff efficiency, payroll
systems, accounting for payroll costs including
Payroll
• Taxes to governments.
Chapter 7 Cost Control • The calculations of dish and portion costing for a range
of food and beverage items, setting the selling price
using product costing, by the use of formulas to achieve
specific gross profit margins,
• The use of percentages when calculating gross and net
profit.
Chapter 8 Portion Control And • The importance of both portion control
Standard Recipe • Standard recipes to ensure maximum Profits are
achieved.
Chapter 9 Menu Costing • Menu costing and the effect of variances in sales mix
on the profitability of an operation linked to differential
gross
Chapter 10 Labour Costs • How labour costs are calculated and the factors to be
considered when calculating them, typical labour costs
profit margins.
for a variety of operations
• Use of percentages, a number of methods for
measuring labour efficiency.

Chapter 11 Operating • The definition of overheads, and

Overheads examples, relating to food and beverage and
accommodation operations, basic departmental
operating statements
Chapter 12 Forms of Payment • An analysis of the different forms of payment generally
accepted by the hotel industry including Cash,
Cheques, Foreign currency, Travellers' cheques,
Credit cards, Credit accounts, Debit cards, Internet
payments
• The advantages and disadvantages of each form of
payment.

Recommended Text
• Hospitality Accounting, Nestor de J. Portocarrero Elisa S. Moncarz (January 1, 2005), ISBN-
10: 9861541993 .ISBN-13: 978-9861541990
• Accounting for Hotel, Travel and Leisure, Owen, G., (1999), Longman
• The Fundamental Principles of Restaurant Cost Control, Pavesic, (2004), Prentice Hall
 Module Title: Customer Service

Introduction

This module give the students a better understanding of what is customer service and how it can
provide quality product or service that satisfies the needs/wants of a customer. It also emphasises
the effective communication skills in customer relations and services, and learn how to deal with
various customer- related situations, which is also an integral part of tourism and hospitality studies.

Learning Outcomes

On completion of this module students will be able to;

 Describe and explain customer relations and services;

 Identify the personal attributes of a service staff;
 Describe how culture may influence customer expectations;
 Identify and discuss appropriate etiquette and customs for receiving customers of different
cultural backgrounds, e.g. appropriate appellations, gestures and eye contact;
 Explain the importance of company policy in improving and maintaining quality customer
services;

Contents
Chapter 1 Introduction to Customer  Who is Customers?
Service  Why customers are important?
 The nature of customer service
Chapter 2 Personal Attributes of  Personality
Hospitality and Tourism Staff  First Impression
 Personal Grooming
 Personal Hygiene
Chapter 3 Communication Skills  What is Communication?
 Types of Communications
 Listening and Speaking Skills
 Barriers to Communication
Chapter 4 Use of English in Customer  Basic Grammar Rules
Service  Common Mistakes
 Vocabulary of Politeness
Chapter 5 Customs and Etiquette  Cultural Difference
 What is Ethics?
 Greetings
Chapter 6 Customer Expectations and  How to Gain Customer Loyalty?
Perceptions  How to Meet and Exceed Customer
Satisfaction?
Chapter 7 Handling Customer  How to Handle Customer Complaints?
Complaints  Effective Ways to Handle Customer Complaints
Chapter 8 Dealing with Difficult  Types of Customers
Customers  How to Deal and Tackle Difficult Customers?

Recommended Text:
Customer Service in The Hospitality And Tourism Industry. Donald M. Davidoff, Davidoff Associates
ISBN-10: 0138089167 • ISBN-13: 9780138089160
Customer Service: A Practical Approach, Elaine K. Harris. ISBN-10: 013274239X • ISBN-13:
9780132742399
Customer Service for Hospitality and Tourism. Simon Hudson, Louise Hudson. ISBN: 978-1-908999-
33-7 HBK, 978-1-908999-34-4 PBK

Module Title: Organizational Behaviour in Hospitality Industry

Introduction

This is an introduction to the basic concepts and topics in organisational behaviour (OB). It focus on
OB at three levels: individual, interpersonal, and collective. Students will learn the individual level,
covering decision-making, motivation, and personality and then turn to the interpersonal level,
covering power, influence, and negotiations. Finally, the course will move up to the collective level,
covering groups and managing change

Learning Outcomes
On completion of this module students will be able to:

• Identify and discuss core themes of current debates in organisational theory and behaviour
• Discuss the base of individual behaviour and interpretation
• Recognise group and team dynamics and develop adequate operational theories
• Describe the interplay of organisation structure, culture, theory and politics
• Discuss intra-organisational and inter-organisational issues

Contents
Chapter 1 Introduction to Field of
Organizational Behaviour
Chapter 2 Individual Behaviour,
Personality and Values
• Perspective of Organizational Effectiveness
• Types of Individual Behaviour
• Contemporary Challenge for Organizations
• Self-Concept: The “I” in organizational behaviour
• Values in the workplace and across culture
• Ethical values and Behaviour

Chapter 3 Perception and Learning in • The Perceptual process

Organization • Improving Perception
• Learning in Organization
Chapter 4 Workplace Emotions, • Emotional Labour and Emotional Intelligence
Attitude and Stress • Job Satisfaction and Organizational Commitment
• Workplace Stress and Stress Management

Chapter 5 Employee Motivation, • Expectancy Theory of Motivation

Foundation and • Organizational Justice
Practices • Job Design and Empowerment
Chapter 6 Team Dynamics • Teams and informal groups
• Advantages and disadvantages of teams
• Organizational and team environment
Chapter 7 Communicating in • The importance of communication
Teams and • Communication channels
Organizations • Choosing the best communication medium
Chapter 8 Power and Influence in • The meaning of power
the workplace • Source of powers in the organization
• Contingencies of power
Chapter 9 Conflict Management • Is conflict good or bad?
• Conflict process model
• Structural sources of conflict in organization
 Chapter 10 Leadership and • Meaning of leadership
Organizational Change • Competency perspective of leadership
• Behavioural perspective of leadership
• Elements of organization structure, culture
• Changing and strengthening organization culture
Three approaches to organizational change
Recommended Text
• McShane, Glinow; (2009); Organizational Behaviour Essentials; 2 nded , Mcgraw-Hill
Facilities and Maintenance Management

Facilities management is firmly established as an important subject in the academic discipline

in the higher education sectors. This is because this subject introduces the balance of generic
management skills core quality of an organization, the value and the risk in processes and to
be focused on the facilities operations. These operational skills for the delivery of the facilities
services are covered by the management of space, environment, communications and the full
range of services that supports business effectiveness in the hospitality and tourism industry.

Learning outcomes:

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

• Understand the extent of facilities management in the hospitality and tourism industry
• Define and analyze the importance of having the maintenance and engineering
department
• Identify the impediments to understand the role the building plays in the profitability of
the hospitality and tourism environment.
• Be aware of the security and green issues involved in this subject

Syllabus
• The Facilities Management Impact
• The Maintenance/Engineering Department
• Issues and Trends
• Solid and Hazardous Waste
• Water Systems
• Electrical Systems
• Heating Systems
• Cooling Systems
• Ventilation
• Safety and Security
 Lesson Plan
Session Subject
1 Facilities and Maintenance Introduction
2 The Facilities Management Impact
3 The Maintenance/Engineering Department
4 Issues and Trends
5 Solid and Hazardous Waste
6 Water Systems
7 Electrical Systems
8 Heating Systems
9 Cooling Systems
10 Ventilation
11 Safety and Security
12 In-class test/presentation
13 Revision
14 Revision

Recommended Textbook
Managing the Built Environment In Hospitality Facilities, First Edition. Dina Zemke, Thomas
Jones published by Pearson, Prentice Hall (2010)
Food and Beverage Management

This module focuses on the analysis of the operations and determines the best course of
action in food & beverage operations and management. It examines the ways to maximize
service efficiency and productivity to satisfy demands of today's guests. Topics also include
organization of food & beverage operations, marketing, nutrition, menu, standard product
costs & pricing strategies, productions, service, cost controlling, facility design, layout and
equipment.

Learning outcomes

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

• Identify the major factors affecting the growth of the food and beverage industry.
• Understand the customer.
• Develop a marketing plan.
• Promote the operation.
• Understand the pricing and designing of the menu.
• Understand the important of delivering high quality service.
• Understand the important of physical facility.
• Develop procedures for the effective purchasing, receiving, storing, and issuing of items
used in the operation.
• Understand the important of kitchen equipment selection, maintenance and energy
management
• Exercise effective cost controlling
• Learn about the concept of risk management and the safeguarding of assets.

Syllabus

• Food and Beverage Operations and Management

• Developing the Consumer-Product Relationship
• Food Production
• Beverage Control
• Designing Operational Areas, Equipment and Staffing of Foodservice Operations
• Food and Beverage Service
• Performance Appraisal and Decision Making
 Lesson Plan
Session Subject
1 Food and Beverage Operations and Management
2 Food and Beverage Operations and Management
3 Developing the Consumer-Product Relationship
4 Developing the Consumer-Product Relationship
5 Food Production
6 Beverage Control
7 Designing Operational Areas, Equipment and Staffing of Foodservice
Operations
8 Designing Operational Areas, Equipment and Staffing of Foodservice
Operations
9 Food and Beverage Service
10 Food and Beverage Service
11 Performance Appraisal and Decision Making
12 In-class test/presentation
13 Revision
14 Revision

Recommended Textbook
Food and Beverage Management by, John Cousins, David Foskett and Caolein Gillespie.
Second edition, Published by Financial Times, Prentice Hall

Caserani,V; Kinton, R and Foskett, D (2004), Practical Cookery,

(Hodder and Stoughton)
Human Resource Management

This module will provide the students with an in-depth understanding of the strategic and
coherent approach to an organization's most valued assets - the people working there who
individually and collectively contribute to the achievement of the objectives of the business.
This module will also focus on effective business practices in the hospitality industry, like
performance and reward management, to ensure the motivation and success of the human
resource of the company. They will be introduced to different learning theories and styles,
helping them reflect on their learning experience and increasing their effectiveness as
independent self-learners. In addition, they will be involved with personal development
planning (PDP) to improve their employability and professional skills.

Learning outcomes

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

• To have an understanding of the purpose, importance, and philosophy of human resource

management and be able to trace the historical development of the field.
• To understand the internal organizational and external environmental factors influencing
the implementation of human resource management policies.
• To evaluate the contribution of individual human resource activities to improving the
quality of work life of employees and increasing productivity and effectiveness of
organizations

Syllabus

• Introduction to HRM
• Strategic HRM
• Job Analysis and Job Design
• Human Resource Planning
• Recruitment and Selection
• Motivation and Work Behaviour
• Managing and Evaluating Employee Performance
• Human Resource Development
• Managing Compensation, Rewards and Performance Management
 Lesson Plan
Session Subject
1 Introduction to HRM
2 Strategic HRM
3 Job Analysis and Job Design
4 Human Resource Planning
5 Recruitment and Selection
6 Recruitment and Selection
7 Motivation and Work Behaviour
8 Managing and Evaluating Employee Performance
9 Human Resource Development
10 Managing Compensation, Rewards and Performance Management
11 Managing Compensation, Rewards and Performance Management
12 In class test/Presentation
13 Revision
14 Revision

Recommended Textbook
Eade, Vincent H.; Boella, M. J.; Goss-Turner, Steven (2005). Human Resources Management
in the Hospitality Industry: An Introductory Guide. 8th ed. Oxford: Elsevier/Butterworth-
Heinemann.
Meetings, Incentives, Conferences and Events

This module introduces students to this sector of the tourism industry, and will cover both
business and leisure events. The specific characteristics of the Meetings, Incentives,
Conferences, Events sector (MICE) will be discussed, including impacts for tourism
development, conference marketing, management of meetings and conferences and the
growing importance of event tourism will be discussed.

Learning outcomes

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

 Examine the key characteristics of the Meetings, Incentives, Conferences, Events

sector (MICE)
 Illustrate the range of existing leisure events, analyse their characteristics and their
role in the development of tourism
 Critically discuss the role of the government sector in managing, promoting and
funding leisure events
 Critically assess the range of operational and management tasks necessary in order to
manage events successfully

Syllabus

 Introduction to MICE
 Meetings
 Incentives
 Conferences
 Events
 Issues with MICE
 Marketing for MICE
 Venue Management
 Distribution and the Role of Travel Agents
 Planning and Project Management
 Lesson Plan
Session Subject
1 Introduction to MICE
2 Meetings
3 Incentives
4 Conferences
5 Events
6 Issues with MICE
7 Marketing for MICE
8 Venue Management
9 Distribution and the Role of Travel Agents
10 Planning and Project Management
11 Planning and Project Management
12 Case Study/In Class Test
13 Revision
14 Revision

Recommended textbook
‘Project Activities Planning and Management’, Author: Lynn Van Der Wagen’, Tourism
Educational Publisher.

Bowdin, Allen, O’Toole, Harris, McDonnell. 2011 (3ed) Events Management. Oxford

Bowdin, G, Getz D and U Wunsch. 2010. Events Management Casebook, Oxford

Management. Oxford

Forsyth, P. 1999, Maximizing Hospitality Sales: How To Sell Hotels, Venues And
Conference Centres, Cassell, London.
Marketing in Hospitality and Tourism

This module will provide the learners with a wide understanding of the role of marketing
and its application in the hospitality and tourism industries. It also helps the student to
understand the marketing contexts better in achieving the organisations goals and
objectives and also to maximise revenue and profit in a long term.

Learning outcomes

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

 Analyse and understand the role of marketing and its applications in a hospitality and
tourism industry
 Develop marketing communications plans for the hospitality and tourism industry
 Understand and define the customer’s needs
 Examine the role of sales in the hospitality and tourism industry
 Develop marketing plan for a hospitality and tourism organisation

Syllabus

 Introduction to Marketing
 Planning and Strategy
 Market Research
 Customers Needs and Identification
 Marketing Tools
 Marketing Sales and Tools

Lesson Plan
Session Subject
1 Introduction to Marketing (1)
2 Introduction to Marketing (2)
3 Planning and Strategy (1)
4 Planning and Strategy (2)
5 Market Research
6 Customers Needs and Tools
7 Customers Needs and Tools
8 Marketing Tools
9 Marketing Tools
10 Marketing Sales and Tools
11 Marketing Sales and Tools
12 Case Study/In Class Test
13 Revision
14 Revision

Recommended textbook
Marketing Communication in Tourism and Hospitality, McCabe, S. 2009. Oxford:
Butterworth- Heinemann
Issues in Hospitality and Tourism Industry

This module covers the understanding how to identify emerging issues on the tourism and
hospitality industry and examining their impact towards the hospitality and tourism industry.
Students will be able to understand how important it is to tackle all the issues emerging in the
hospitality and tourism industry because these issues really gives a great impact towards the
industry.

Learning outcomes
On successful completion of this module, students should be able to:
 Identify the common issues that occurs in hospitality and tourism industry
 Analyse the information using accepted analytical data and techniques
 Evaluate the reliability and validity of the information broadcasted by medias
Understand the ethics and social responsibility

Syllabus
 The Hospitality and Tourism Industry in the 21st Century
 Technology in Hospitality and Tourism Industry
 Globalisation
 Environmental Issues
 Green Issues
 PEST Impacts
 Domestic and International Issues
 Corporate Social Responsibilities and Ethics in Hospitality and Tourism Industry
 Risk and Crisis Management
 Change Management
 Business Continuity and Contingency Planning

Lesson Plan
Session Subject
1 The Hospitality and Tourism Industry in the 21st Century
2 Technology in Hospitality and Tourism Industry
3 Globalisation
4 Environmental Issues
5 Green Issues
6 PEST Impacts
7 Domestic and International Issues
8 Corporate Social Responsibilities and Ethics in Hospitality and Tourism
Industry
9 Risk and Crisis Management
10 Change Management
11 Business Continuity and Contingency Planning
12 Case Study/In Class Test
13 Revision
 14 Revision
Recommended textbook
Understanding Tourism: A critical Introduction. Hannam K and Knox, D.2010. London : Sage
Resort Management

This module introduces students the function of management as an integrating activity

within the hotel and resort sectors. It will investigate the principles behind the concepts of
resort management including: quality management; operational strategies; performance
and control systems. Students will also consider the use of revenue and pricing; principles of
sustainability, effective marketing approaches as well as legal considerations.

Learning outcomes:

On successful completion of this module, students should:

 Understand and discuss the development of this sector

 Apply management principles and techniques to resort business to analyse and
evaluate their functional strategies
 Analyse the value of being able to forecast demand and apply principles of effecting
change through tactical price setting, product development and revenue management
 Apply principles of holistic management performance measurement and assess key
performance indicators
 Appraise the sustainability of resort businesses and the possible future directions

Syllabus

 Resorts: Overview, Features and History

 Challenges for the Resort Market
 Market conditions
 Changing demand trends
 Competition
 Resort Seasonality
 Governance
 Challenges and Strategies for Resort Management
 Marketing Issues for Resorts
 Environmental and site management
 HR Practices
 The Future of Resorts
 Lesson Plan
Session Subject
1 Introduction, Overview, Features and History
2 Challenges for Resort Market
3 Challenges for Resort Market
4 Resort Seasonality
5 Governance
6 Challenges and Strategies for Resort Management
7 Challenges and Strategies for Resort Management
8 Marketing Issues for Resorts
9 Environmental and Site Management
10 HR Practices
11 The Future of Resorts
12 Case Study/In Class Test
13 Revision
14 Revision

Recommended textbook
Murphy. Peter, 2008. The Business of Resort Management. Butterworth-Heinemann
Niche and Speciality Tourism

Niche Tourism studies a wide range of forms of tourism that are becoming increasingly
important for the tourism industry. The module covers: culinary and beverage tourism;
health and medical tourism; and a wide range of speciality/niche types of tourism. This will
provide students with the ability to recognise and apply strategies appropriate for particular
circumstances and successfully compete for visitors.

Learning outcomes

On successful completion of this module, students should:

 Demonstrate ability and knowledge necessary to target niche markets in a more

effective manner, according to the needs of business as well as market development
 Interpret market trends and match and design or redesign niche tourism products
appropriate to a particular destination
 Find, evaluate, use and appropriately refer to relevant information

Syllabus

 Introduction to Niche Tourism

 Culinary and Beverage Tourism
 Health and Medical Tourism
 Speciality/Niche Tourism
 Special interest tourism
 Dark tourism
 Film induced tourism
 Traditional culture based tourism
 Activity/Sports tourism
 Extreme tourism
 Marketing for niche tourism
 Future trends
 Lesson Plan
Session Subject
1 Introduction
2 Food and Beverage Tourism
3 Health and Medical Tourism
4 Speciality/Niche Tourism
5 Special Interest Tourism
6 Dark and Film induced Tourism
7 Traditional and Culture Tourism
8 Activity/Sports Tourism
9 Extreme Tourism
10 Marketing Niche Tourism
11 Future Trends
12 Case Study/In Class Test
13 Revision
14 Revision

Recommended textbook
Novelli, M. 2005 Niche tourism: Contemporary issues, trends and cases. Butterworth-
Heinemann

Smith, M., Puczko, L. 2008. Health and Wellness Tourism. Butterworth-Heinemann