The International Hospitality Management Code ... - Stenden Rangsit

Hotel Management
Study guide 2011-2012
Approved by the Executive Board Stenden University 21 July 2011
Stenden University
Rengerslaan 8
P.O. Box 1298
8900 CG Leeuwarden
General
T +31(0)58 2441 441
info@stenden.com
Course
T (+31(0)58 2441 579
F +31(0)58 2441 541

Preface
A Head of School‟s welcome,
Welcome to the fascinating and dynamic world of Hotel Management in both education and the
industry.
Today‟s turbulent and cosmopolitan world of hospitality requires a wide range of competences of
our Hotel Management graduates. You should be intercultural, value-driven (both emotionally
and financially), guest-oriented and an excellent service provider. Of course, a hard-working
attitude, representativeness and communication skills are essential elements.
Our Stenden university Hotel Management programme includes all these competence in her
curriculum to help you to become these outstanding professionals in hotel management. Your
success also depends on your attitude and your study behaviour. We like to see our students
approach all the study activities with devotion and involvement, in doing so, combining heart,
mind and hands.
Courtesy is the foundation of the hospitality industry, so I would like to point out that that we
have set out 2 ethical behavioural codes. It is essential that we live by these codes, both
students and organization. We all will be held accountable. Courtesy will also help you in dealing
with all the different, international cultures here at our school. Please feel free to come into my
office and discuss these codes with me.
Our learning company Stenden university Hotel and Restaurant (Suh) represents the hospitality
industry. As you know, the hospitality industry is a 24/7 business that never rests. As you will
be enjoying part of your programme in our Suh, you will have to perform your duties in the
evenings and the weekends.
If you are a new student, this study guide will also help you to settle yourself in your new study
environment. It provides you with information on the educational policy, the curriculum and
exam regulations. If you are more experienced student, you will find this booklet a useful
source of information with regard to changes in any part of the programme. It provides a
passage through all the administrative challenges of your academic year with a smile.
In short, we focus on excellence in hospitality, students, quality by teamwork, beyond borders
and inspiration. It is important for everybody to have a dream. When you don‟t have a dream,
you have no goals. We, Hotel Management, offer you a platform to make your dream come
true!
Sjoerd van der Galien
Head of School International Hotel Management
Stenden university

Table of Contents
Introduction 1
The Hotel Management Code of Behaviour 2
PBL code Hotel Management 5
1 General information about the Education and the course 6
1.1 Introduction 6
1.2 Principles of organization and structure of the education. 6
1.3 Educational functions and work methods 7
1.4 Organisation of International Hotel Management (IHM) 8
1.4.1 Organizational Bodies within IHM 9
1.4.2 Quality Control 10
1.4.3 Developments within IHM 11
1.4.4 Full-time education 11
1.4.5 Part-time education 11
1.4.6 Associate degree 11
1.5 Hestia 11
2 Education and Examination Regulations 13
2A Education Policy 13
2A.1 Description of education 13
2A.2 Account of the education 13
2A.3 Views on learning and teaching 18
2A.4 Admission policy 19
2A.4.1 Dutch Students 19
2A.4.2 International students 20
2A.4.3 VWO Fast Track 21
2A.4.4 Combined course VAVO-HBO (“alvast studeren”) 21
2A.4.5 Exemption policy 21
2A.5 IHM education and practical training 22
2A.6 Internationalisation: Grand Tour® 23
2A.7 Internationalisation 24
2A.8 Exchange students 25
2A.9 Choice of second modern foreign language 25
2A.10 Year schedule 2010-2011 25
2A.10.1 Study hours and times 27
2A.11 Study advice 27
2A.12 Change of education 28
2A.13 General notes on word processing 28
2B Curriculum Serving Success 2.0 (2005) 29
2B.1 Organisation and structure of the IHM curriculum 29
2B.2 Overview of the IHM curriculum for cohort 2010, full time study 29

2B.3 Enrolment for modules 30
2B.4 Curriculum for the first year of study at IHM 30
2B.5 Curriculum for the second year of study at IHM 37
2B.6 Curriculum for the third year of study at IHM 42
2B.6.1 Curriculum for the minors at IHM (Year 3) 43
2B.7 Curriculum of the fourth year of study at IHM 45
2B.8 Career Development 46
2B.8.1 Career Development Programme 46
2B.8.2 The role of the career portfolio within the Career Development Programme 46
2B.8.3 Assessment Career Development Programme 47
2B.8.4 Study career coach 47
2B.9 Progress test 48
2B.10.1 Internal Services Stenden University Hotel 49
2B.10.2 Participation Study Start Week and Host Programme 49
2B.10.3 Elective Credits 49
2C Study progress policy 50
2C.1 IHM Exam Committee 50
2C.2 Awarding and processing of credits 51
2C.3 Finishing Touch Programme 52
2C.4 Where can you find a form? 52
2D Module Exam Regulations International Hotel Management, 2010/2011 52
Article 1 Glossary of terms used 52
Article 2 Enrolment in the program 53
Article 3 Institution and tasks of the exam committee 54
Article 4 Contents and scope of the exam 55
Article 5 Granting exemptions 55
Article 6 The number of opportunities to take module tests and exams during each year of
study 55
Article 7 Period of validity of exam sections 62
Article 8 Oral exam 62
Article 9 Determine the results 62
Article 10 Right of perusal and storage period 62
Article 11 Responsibility for module exam, module subject tests and exam data 62
Article 12 Registration of the study results 62
Article 13 Testimonial 62
Article 14 Force majeure regulation 63
Article 15 Facilities for physically or sensorial disabled students 65
Article 16 Rules governing the smooth progress of examinations (for students) 65
Article 17 Objections and appeal procedure 65
Article 18 Hardship clause 67
Article 19 Unforeseen circumstances 67
Article 20 Introductory stipulations and title 67
2E Exchange Semester 67
2E.1 General Information 67
2E.2 The Exchange Programmes 68
2F House regulations Stenden university hotel and Meeting –U 68

3 Student Facilities 71
3.1 Information services Leeuwarden, Groningen 71
3.2 i study 71
3.3 SMC & IRC international 71
3.4 The student counselling office 71
3.5 Disability & Study 72
3.6 Confidential Advisor for undesired behaviour 72
3.7. The Leeuwarden timetabling office 72
3.8 Information & Registration Centre 72
3.9. Registration of Study Results Leeuwarden, Groningen 73
3.10 Tests 73
3.11 ICT & Media 73
3.12 Intranet 73
3.13 Blackboard (ELO) Leeuwarden, Groningen 73
3.14 The Library 73
3.15 Stenden shop 74
3.16 The Alumni Network 74
3.17 First Aid, contingency plan 74
3.18 Canteen, IF company restaurant; restaurant.nl (Leeuwarden) 74
3.19 Randstad employment agency 74
3.20 Teach - Inn hairdresser 75
3.21 ABN-Amro bank 75
3.22 Expect Leeuwarden campus 75
3.23 Student City Leeuwarden 75
3.24 Affordable muscle pain! 75
4 Regulations for illness and other exceptional circumstances 76
4.1 Scheme concerning illness or other exceptional circumstances 76
4.2 Not attaining the standard of the (binding) recommendation 76
4.3 Study delay 76
4.4 Exceptional circumstances 76
4.5 Basic facilities for students with a functional restriction 76
4.6 Scheme for medical certificate in the event of illness 78
4.6.1 Purpose of the certificate 78
4.6.2 Obtaining the certificate 78
4.7 Studying and RSI (CANS) 78
5 Employees IHM 80
This study guide has been published as accurately as possible,
although changes can occur following decisions of the Exam Committee.
Such changes are published on Blackboard (ELO).

Introduction
Stenden university, School of Hospitality, International Hotel Management is a 4-year Bachelor
programme that offers a Bachelor‟s degree in Business Administration, focusing on Hotel
Management. The purpose of this education is to provide the industry with excellent service
providers.
This Study Guide 2011-2012 provides all the information regarding the hospitality management
education.
As Courtesy is an essential value, the first two chapters will be the Code of Behaviour and the
PBL code. Chapter 1 will provide General Information on the HM programme, followed by the
Education & Exam Regulations (Chapter 2). The information on student facilities, regulations
and a list of employees will complete this Study Guide. The Index is extremely useful in quickly
finding the required information.
Part 2 Hotel Management Study Guide 2011-2012 1

The Hotel Management Code of Behaviour
The Code of Behaviour structure
This code of behaviour consists of five integral elements that are highly valued within the IHM.
These parts are: “Excellence in Hospitality”, in which a professional attitude is emphasised,
“Student Centred”, because the education of students is our main concern, “Quality by
Teamwork”, in which the accent is on mutual co-operation, “Beyond Frontiers”, whose theme is
the international aspirations of the IHM and lastly, “Inspirational”, in which the inspiring aspects
of the work done at the IHM is recognised.
Excellence in Hotel Management
The main aim of the Hotel Management School staff is to put the highly valued hospitality into
practice. We provide students with the necessary skills and knowledge of the hospitality industry
and we should set the example for them in our behaviour. It is also natural that we continue to
develop ourselves in our own subject areas as well as showing an interest in other disciplines.
Our involvement with the Hotel Management School is proven by our presence at the activities
at the institute. We regard our function as ambassadors very seriously. We bear in mind in our
behaviour that we should be seen and heard at all times. This means for example, we should
not only dress appropriately and presentably but that we should not speak badly about
colleagues in the company of others. Through the hospitality that the IHM offers us we learn
how to respect with care all the resources and facilities that are available to us. Company
resources are used to carry out our work and private use of resources is not acceptable.
Student Centred
Students are the central focus for all Hotel Management School staff. We are aware of their
wishes and expectations keep track. Students feel that they are being taken seriously if we are
open for remarks and suggestions and respond accordingly to their questions. We should inspire
students because we know our subject areas well and supply them with our knowledge and
skills with the utmost care. We pay much attention to the manner in which we educate students
and offer them in doing so the quality that meets their expectations. We provide students with
feedback and make sure that assignments are thoroughly graded thoroughly and within a given
period. We are involved in the contact with students and we show an interest in their progress
and future career. We are aware of the authority in relationship between staff and student and
honour its obligations. We are prepared to receive and educate our “guests” or students as
hosts and
hostesses. We should communicate to students‟ any changes in appointments with ample time.
Whenever possible we should try to solve student academic problems within the scope of the
student statutes and we should not pass on problems to our colleagues that we ourselves
cannot resolve. We should deal with personal and sensitive information with the utmost care
and should not discuss with others what was said to us in confidence.
Quality by Teamwork
IHM staff is respectful to each other. We take the interests of others into account and treat
others, as we would like to be treated ourselves. We appreciate feedback and can offer each
other tactful constructive criticism. We also compliment each other when we deem that a
compliment is deserved. We feel responsible for the success of a common goal; good educated
and prepared students for the hotel industry. We take an interest in each other‟s activities. We
can offer each other, sometimes without being asked, our help and expertise; and in doing so
we can learn from each other and moreover share our knowledge. We set up deadlines in
consultation and we only make appointments or give our approval after we know that they will
be kept. It is important that we are on time for our appointments. We consider subjects in
which we are experts or are involved in and we leave remaining issues with others with
complete trust.
Beyond Frontiers
IHM staff is open to and works meticulously with regard to cultural differences. This means that
we can anticipate misunderstandings that arise because of the different backgrounds of
colleagues and students and that we are aware of prejudices. We look for those aspects that
unite us and not those that separate us. Our open-mindedness is limitless. In the same manner
that we master and deal with the Dutch and English language, we also demonstrate interest for
international issues. In addition to having knowledge of international standards in the industry,
we also stimulate students to gain international experience by studying and working abroad. We
do not accept discrimination, but if it should occur we will put it right.
Part 2 Hotel Management Study Guide 2011-2012 2

Inspirational
IHM staff has the honour of educating young people to be professionals in the hotel industry.
We work with pleasure in an industry where hospitality and recreation play a key role.
Whenever bottlenecks or difficulties are encountered, we seek solutions together so that we can
continue to improve ourselves. Within the IHM changes are necessary and we can help each
other in following new developments. We stimulate each other by discussing the positive side of
changes by downplaying the disadvantages and accentuating the advantages and showing how
they offer new opportunities and possibilities. In an inspirational environment within our
institute, our students and staff obtain the possibility to develop both personally as well as
professionally. We take the initiative to learn about the areas where our interests lie. We create
a diversity of activities in our work and we put the emphasis on the aspects from which we
derive pleasure. We strive for a good balance between work and private life for ourselves and
for others by granting ourselves sufficient free time and rest, and taking it when it is needed.
Moral Code for students of the Hotel Management School
The main goal of this Moral Code is to create a pleasant and friendly environment for both
students and staff members within the IHM-Institute. Pay attention to these statements and
behave accordingly, to reach an optimal learning-environment for you and your fellow students.
As this is an education for the hospitality sector, there is an expectation of you to serve your
wishes and the wishes of other students in the best way you can.
To help you reach this, be hospitable!
Part 2 Hotel Management Study Guide 2011-2012 3

What is expected from IHM IHM‟s expectations of you
Excellence in hospitality.
IHM staff members are role models on how
to be hospitable. They are representatives
of the hospitality sector and show what it
means to work in a hospitable way.
Focus on students
IHM staff members work in a student
centred manner, this is what it is all about.
They deal with students as if they are their
guests, being of service to them, and fulfil
their wishes.
Quality by teamwork
IHM staff members respect their fellow
colleagues. They treat each other, as they
want to be treated themselves. They feel
shared responsibility for the graduating of
IHM students.
Beyond borders
IHM staff members pay attention to and
know how to deal with the big diversity of
different cultures. They prevent unwanted
situations that can appear due to these
differences.
Inspiring
IHM staff members continue with
innovative changes in the learning
methods. These are developed to let the
students learn in the best way. They
stimulate each other to continue with these
innovations.
We together make the IHM-institute a safe
and warm place for every student. We treat
everyone with respect, so we do not make
differences between culture, race, gender
or sexual orientation.
We respect the properties of our fellow
students, staff-members and use the
Stenden university building and Stenden
university equipment in a proper way. We
behave in a hospitable way, to others.
We respect and live up to the rules and
regulations the IHM has established. We
give every student the opportunity and
tools to study in the way he/she wants to.
We take our own responsibility for the
success of this education.
We complete assignments, are punctual
and stick to appointments.
We behave according to this Moral Code so
that it is pleasant for both us as a student,
for our fellow students and for staff
members to be in IHM.
We will remind each other of this Moral
Code in case it is violated by a fellow
student or an IHM staff member.
Part 2 Hotel Management Study Guide 2011-2012 4

PBL code Hotel Management
Foreword
Problem Based Learning (PBL) and Stenden University Hotel Management: two terms for the
same thing: education in the human dimension, in which students work together on solving a
given problem. They learn from each other, they steadfastly follow the seven steps and
immerse themselves in the sources: curious about new knowledge. The IHM staff member is the
wise tutor: he or she supervises, supports and encourages. He or she bears responsibility and
behaves in a manner befitting an excellent supervisor.
Introduction
This sub-code is intended to provide IHM tutors with clear guidelines that IHM feels are
important to PBL education. A distinction is made between five different aspects: a professional
approach, contact with students, use of resources, use of instruments and, finally, being
presentable.
Professional approach
As tutors, we recognise the importance of being present at tutor meetings according to the
timetable. We do not leave others waiting, we are properly prepared and we call to cancel if we
are unable to attend. If we miss a meeting, we personally make sure that we are informed of
what was discussed. We are aware of the rules applicable at IHM and are completely familiar
with the regulations applicable to PBL education. We keep the module coordinators informed of
progress and the process of the module and other matters that are important to them. We thus
create the conditions for optimum coordination of the various subjects, and a clear image of the
performance of the PBL groups within the module is obtained. We ensure that the module is
concluded correctly.
Contact with students
As tutors, we set an example for students with our attitude and behaviour. We behave, as we
would expect them to behave. We adopt a careful approach to our responsibilities as tutors in
respect of students and do not abuse our position. We arrive at the PBL meeting well prepared
and on time. We take into account the availability of the room by monitoring the time during the
meeting.
If we want changes to be made to the timetable, we arrange this in ample time with those
responsible for timetabling.
Prior to the module we agree a number of rules of play with the students so that everyone
knows which behaviour is and is not accepted during the PBL meetings. We also discuss the
consequences of not complying with these rules. For example students can be refused access to
the meeting, they can be given a warning or points can be withheld from them. We also hold
students accountable for unacceptable behaviour.
As tutors, we actively listen to students so that we know what they expect from us and can act
accordingly.
We come back to relevant questions if we are not immediately able to answer them. If we are
not ourselves able to answer certain questions, we refer students to the right person.
We evaluate the PBL meeting and our working method by asking students for feedback. When
we come across problems, we look for solutions with the aim to improve the education.
Use of instruments
As tutors, we apply the seven steps and analysis methods consistently so that general
agreement is reached in what manner we shape PBL. The same applies to the use of the tutor
instruction. We take this as the basis for steering and supporting students in completing their
tasks.
We adopt a careful approach to tutor instructions and make sure that students are not able to
read the instructions. This means, for instance, that we do not leave them lying around in the
classroom but store them properly.
Use of resources.
We leave classrooms neat and tidy for the next user.
Presentation
In a number of situations, we set requirements for the personal presentation of students and
teaching staff. It is the responsibility of the lecturer to determine the 'dress code', which then
applies both to the student and the lecturer.
Part 2 Hotel Management Study Guide 2011-2012 5

1 General information about the Education and the course
1.1 Introduction
Officially, according to the Central Register of Higher Education of the Dutch Government, our
education is called “Hoger Hotelonderwijs” (croho nr. 34411). Within Stenden university we are
known as „Stenden university-International Hotel Management‟, IHM for short.
Hotel Management is a fascinating and dynamic field of study. It covers a wide range of the
service industry including lodging, restaurants, meeting and events, gaming, resorts and other
areas of the tourism industry as well. It is both national and international. Hospitality services
are offered in a variety of contexts - food, beverage, accommodation and guest relations.
In the year 2005 we introduced a new curriculum „Serving Success 2.0‟, which was based on the
Competency Profile of Hotel Management Education Programmes developed in close cooperation
with the other Hotel Management Schools in the Netherlands and the national and international
industry. This competency profile is a description of the core tasks of the starting hospitality
professional translated into competences. Students should have acquired these competences by
the end of their studies to be adequately prepared for the professions they enter. It is a
description of the core tasks of the starting hospitality professional translated into competences.
You will have acquired these competences by the end of your studies to be fully prepared for
the professions you enter. (see 2A.2 Account of the education ).
These competences comprise both personal and professional competences in the field of food
and beverage and hotel management. A personal attitude of „helpfulness and hospitality‟ is a
necessity in this industry. In our education, our aim is to provide up-to-date and practical
training. We also find it important to discuss issues concerning the existence of mankind, the
meaning of life, and ethics. Understanding and respect are keywords in the process of
interculturalisation. No matter where our students come from their goal is the same: „to obtain
a Bachelor‟s Degree in Business Administration (BBA) in Hotel Management‟. Some students
dream about owning a hotel, others about a management position in the hospitality services
industry and others about a career in business services. Many would like to live and work
abroad.
Below you will find most of organizational choices that we have made to achieve those
competences, especially the hotel management competence: Creating „experiences‟ by the
granting of hospitality.
1.2 Principles of organization and structure of the education.
Principles
Our education is characterised by:
phases and modular learning (completed units);
Real World Learning: a thematic-interdisciplinary approach;
Real World Learning: integration of industry (practice) and theory;
Problem-Based Learning (PBL);
English as the language of instruction.
IHM realises the aims of its educational programmes in phases. Each phase adds to the desired
professional competences. In the Foundation Phase (year 1), the focus is on service
management in general and hospitality management in particular. Within this phase, attention
is focused on the operational aspects of the hospitality industry. In the Post-Foundation Phase
(year 2, 3, 4), the focus is on management. As in most career paths in the real world, your
career will develop from operational through tactical to strategic management.
Within each year there are four modules with themes chosen to match the year theme. These
modules offer a good opportunity for an interdisciplinary organisation. In the industry „The Real
World‟, most situations require people to act with a mix of several disciplines. There are very
few single-discipline, or isolated problems.
Real World Learning: integration of theory and industry (practice) is vital for the professional
preparation of our students. This integration can be seen in our Problem Based Learning
sessions and in the practical training. During the first three years many opportunities are
presented for practical training including Industrial Orientation and Stenden university hotel or
another learning company experience. Therefore, we differentiate between „theory‟ and
Part 2 Hotel Management Study Guide 2011-2012 6

„practice‟ modules. The practice modules include a large practical training component. The
fourth year consists entirely of a practical training during the Industrial Placement.
English as language of instruction
The ability to communicate in and understand English is necessary in the hospitality field, due to
globalization. All students may be asked to submit the results of an IELTS-test. The minimum
score must be 550 points on a paper-based test and 213 on a computer based test.
Students with a Dutch diploma (HAVO or VWO) must have a minimum score of 6 for English.
We recommend at least a 7.
Study Load: Relation between school contact hours and self-study
Each BBA study year has a study load of 1680 hours. As there are 42 weeks in our academic
year, we require students to study 40 hours per week on average. To support this, we suggest
that on average one school contact hour should generate 2 to 3 hours of self-study. Therefore,
the theory modules are based on 10 to 12 school contact hours per 5-day work week. This
results in 28 to 30 hours of self-study per theory week. The practice modules include at least 4
40-hour work weeks.
IHM supports you in developing an active study attitude. This attitude can be described as
collecting information yourself and processing it into knowledge. To promote this active study
attitude, we have chosen a range of appropriate educational tools. (see below: Didactic
Methods). In addition, our study landscape is attractive and up-to-date. There is a wide range of
tools available (study books, magazines, video and audio tapes, computer aided teaching
programmes, practice programmes, self-study programmes, dvds and cd-roms) to enable you
to collect the required information.
In developing an active study attitude, you also need to reflect from time to time. You need to
look at your activities and place them in the perspective of your future career. To facilitate this
we have created Self-Management Activities that will stimulate you to reflect on the
development of your personal competences enabling you to become competent professionals.
During these activities, a study career coach is assigned to each student.
1.3 Educational functions and work methods
Educational functions
Educational functions indicate the elements of teaching required to optimise the learning
process.
IHM extracted these functions from the desired learning process in PBL and aims to realise the
various teaching functions in the best possible way. The teaching functions provide a structure
for our lecturers for developing their teaching plans and play a major role during the evaluation
of the organisation and realisation of the modules.
In addition to the four main functions described in this section, the functions of motivating,
having the education fit with the student‟s initial situation (prior knowledge), and providing
insight into learning goals are essential elements necessary for a students‟ successful study.
These functions remain activated during the complete educational process and optimise the
quality of the realisation of the four main functions.
Offering students practical problems from important hospitality themes motivates our students.
A motivating introduction, in both the module book and the introductory module lecture,
supports this function.
One of the most important criteria for the development of PBL tasks is the requirement that the
task fits the initial situation of our students. The required initial situation of our students for
each module is clearly stated in the module book. In order to make the professional perspective
of the subject themes clear to our students, the module objectives have been extracted from
the desired competences. These objectives are outlined in the module book.
Orientation
Orientation is the first educational function: to give students a first introduction to and
exploration of tasks and information. The students start to understand the essential elements
of knowledge. Discussing the problem activates the student‟s present knowledge and leads
them to formulate their study objectives after they have analysed, structured and reviewed the
information from different points of view.
Part 2 Hotel Management Study Guide 2011-2012 7

Practical training
The second educational function concerns having students practice the use of new information
and feedback. In relation to PBL, this means that the students explain, in their own words, the
new information based upon the learning objectives as formulated during the previous meeting.
Their fellow students determine, during or after the report, whether or not they have reached
the same insight, or faults or misunderstandings prevail. Correct and additional information is
available to the tutor in the tutor instruction manual.
Assessment
The third educational function is to assess the study results of students and determine whether
these results meet the module standards. A variety of assessment methods is used (e.g.
assignments, written tests and presentations). Stenden university organises these assessments
in the last week of each module and in the Progress test. The module book contains the
objectives of and requirements for the module examination, the study credit structure of the
examination, the evaluation criteria of the module task(s) and the pass norm.
Feedback
The fourth educational function is to give feedback to students based upon their test results.
Students learn to what degree they have mastered the various parts of the subject matter and
decide how to continue their study process. In PBL feedback is given on the personal,
professional and content related competences of students.
Didactic work methods
„Hotel Management‟ has chosen a variety of work methods: meetings of the PBL group, lectures,
interactive workshops, practical training and small group assignments during the module. The
PBL meetings determine the material for self-study. The various lecture types are meant to
support you in gaining and processing the subject matter. Module lectures are used to introduce
the module and its theme. Formal lectures structure difficult subject matter and response
lectures are structured discussions of topics that are supplied by the students themselves
(usually handed in before the lecture). Interactive workshops usually focus on training a skill
and knowledge application. Examples are the economics and research workshops, practical
training in our hotel, modern foreign languages sessions and computer skills. The lecturer‟s role
in these workshops is to give instructions and feedback on your skill development. A module
assignment is a task based on the main module theme usually performed in a groups of
students. There is a large variety of module assingments, ranging from a paper to an oral
presentation.
1.4 Organisation of International Hotel Management (IHM)
Identity
Stenden university-International Hotel Management educates young people to become hotel
managers who will perform as broadly educated enterprising professionals with an international
orientation in hospitality companies and institutions. Our training enables our graduates to
perform their job in hospitality organisations in an innovative way that will open new horizons.
IHM realises Stenden university‟s mission (as established in World Wise Education, 2009) by
means of three concepts: Service, Education and Care.
Service
IHM aims to be a innovative and initiating educational organisation that tries to realise its
responsibility within society. The education has an international orientation. In our opinion
internationalisation can only succeed if there is also an ongoing process of interculturalisation:
gaining knowledge, understanding and respect for the variety of cultures within our education.
Our goal is to integrate professional practice into the education and we therefore aim to
maintain close contacts with the hospitality industry. Our education has an Advisory Board
consisting of people from various hospitality organisations. Our students actively contribute to
our relationship with the industry through their industrial placements and/or their participation
in projects of Lumius. The service character of our university allows us to train young people to
become managers who empathise with their clients and do their work with an actively helpful
attitude.
Education
Our educational programme is characterised by a problem based, modular and thematic
structure. Within this structure, the lecturer stimulates the students‟ learning. After analysing a
given situation, students, more or less independently, collect the knowledge and skills related to
Part 2 Hotel Management Study Guide 2011-2012 8

this situation. They then apply this information to the given problem and extrapolate that to a
real life situation, thus acquiring the desired competences.
The programme consists of:
a general component with the integration of the industry as its central theme;
an in-depth study of hotel management;
a minor programme offering choices for broader orientation or further specialisation.
This is represented by the structure of the education. We have a major of 2,5 years, a minor of
half a year and an internship year.
Care for and by students
As a service organisation, we want to play a „model role‟ when it comes to caring.
We actively support organisations representing student interests, such as student associations
and the Students‟ Council (StuRa). Individual student counselling is provided during the
student‟s school career.
We offer our students an opportunity to realise their own responsibility in service processes
together with personal and social education. As co-producers of our service, our students help
determine the quality of our education. Students should be involved in developing the structure
and contents of the educational programme.
Care for and by lecturers
IHM offers its staff opportunities for education and development. We attempt to provide
optimum working conditions. As colleagues, we consider each other a customer (guest).
Consequently, when providing mutual services, we use the same standards to judge the quality
of our services as external clients do; these qualities include: our willingness to provide a
service, reliability, problem solving skills, our care for and commitment to the human being and
the world in general and in particular our care and commitment to our customers (guests), the
students.
To communicate our views we have chosen an internal “team” organisation: staff members
work together in teams on the module level. The description of this organisation can be found in
" Management and Organisation".
Structure: Year Teams
Based on our identity we choose for the human norm. „To recognize and be recognized‟ are vital
elements in our organisation. That is the reason why we have year teams of about 20 persons
in our education managed by a team leader. These year teams each have their own
responsibilities and scope within the given qualitative and financial boundaries and the existing
rules and regulations.
1.4.1 Organizational Bodies within IHM
Participation Council SSAC (Student Staff Advising Committee/School Medezeggenschapsraad)
According to Stenden university - and Participation Council regulations, IHM has a School
Participation Council consisting of 3 elected staff and 3 student representatives. The Council
offers recommendations, whether solicited or not, and has a casting vote in a number of areas.
Students‟ Council (StuRa)
The Students‟ Council of International Hotel Management (StuRa) is another official body within
IHM. This Council consists of seven student members from all study years. The members meet
weekly and with IHM management at least once per module. The StuRa promotes the individual
and collective interests of all students. Each StuRa member is a member of or contact person
for various committees and/or work groups of the organisation. Students may contact the StuRa
with problems, suggestions and questions, preferably in writing.
Advisory Board
IHM has an Advisory Board. The task of this board is to offer recommendations to management,
whether solicited or not, concerning education, research and external service.
Part 2 Hotel Management Study Guide 2011-2012 9

Composition Advisory Board
Mr. G. Bos Managing Director „Looking for Booking B.V.‟
Mr. D.A. Boucke General Manager N.V. Hotelmaatschappij Torarica
Mr. D. Bramwell Managing Director Duncan Bramwell & Company Ltd.
Mr. I. Buick MBA Managing Director Buick Systems Intern. LTD, UK
Mrs. R. Deken Stafmanager Corporate Recruitment
Mr. C van Hellenberg Hubar Former Dutch Ambassador to Spain
Mr. drs. E.G. Hoogendoorn Managing Director Horwath Consulting
Mr. J. St. John President & CEO Mantis International
Mrs. H. Koopman GM Radisson SAS Hotel Amsterdam Airport
Mr. P. Kuiper Directievoorzitter Stichting Kinderopvang Nederland
Mr. T. Lodder Director T3 HOTELS, Spain
Mr. W.A.J.P. Madlener Directeur Zorggroep Noorderbreedte
Mr. R.N. Mankarious CEO Cedar Capital Partners Ltd
Mr. R. Nahon Consultant Customer Care Consultancy
Mr. M.D. Olsen, Ph.D. Professor at Pamplin Education of Business, Department of
Hospitality and Tourism Management, USA
Mr. R. Payer General Manager Hilton Amsterdam
Mrs. C. Pinck Senior Salesmanager Tempo-Team Nationaal Branche and Account
Centrum
Mr. J.T. Roersma Managing Director Hospitality Support Group
Mr. P. Roorda Director Residence Rhenen
Mr. A. Rouwendal General Manager Mövenpick hotel Amsterdam
Mr. J. Schaatsbergen Aviodrome Lelystad
Mr. T. Valk Directeur Middelbare Hotelschool Friesland (Friesland College)
Mr. G. Vass General Manager Ellenborough Park C/O Wayside Cottage
Mr. R. Visser Operations Director Center Parcs
Mrs. E.H.G. Walstra Senior Advisor Economic Affairs Gemeente Leeuwarden
Mr. W. Waninge Member managementteam Horeca Bedrijfschap
Mr. B. van de Winkel Ceneral Manager Hilton Athens, Greece
Mr. T.H.B. de Wolff Director Hotel Tjaarda
Mr. V.C. van Wulfen Manager ICP-group Academic Medical Center
Mrs. L. Zhang GM Four Points Sheraton Shenzhen, China
1.4.2 Quality Control
Ensuring a good quality of education is an important issue within IHM. Various methods are
being used to facilitate this. Stenden university and IHM have chosen to use the EFQM
(European Foundation Quality Management) model to measure the quality of education. IHM
has also been accredited by the NQA. (Netherlands Quality Agency) in 2011. „Care for education
quality‟ is written in the education evaluation plan of Stenden university and in a quality
management plan.
Students‟ opinions also play an important role. Students are actively involved in various
education evaluations. There are 2 audits per year in which the Advisory Board participates;
each audit is focused on a specific topic.
Module evaluation
Students can influence the form, contents and realisation of a module before, during and after
completion of a module. During the module, the students and the tutor evaluate the PBL
process after each PBL session. After completion of the module each PBL group gives its critical
feedback using an evaluation form.
Students are appointed as student-evaluators for new modules and modules that need revision.
The student-evaluators participate in a panel discussion (presided by the module coordinator
concerned) following the completion of the module. The panel discussion focuses on the items
that score below 70% satisfaction and discusses the items to revise. Student-evaluators are
recruited through the student publications. Several modules per year will be evaluated by
means of a survey. In case of new modules and modules that need to be revised students are
asked for advice. Advice may be given by means of a questionnaire or a panel discussion that is
chaired by the module coordinator concerned. Students will be recruited through the Stenden
university-newspaper or PBL-groups.
Other evaluations
Students are involved in various evaluations: the start questionnaire about their training
expectations, the exit questionnaire when a student leaves school prematurely, the placement
questionnaire about the preparation of the placement and a questionnaire on the placement
itself. We expect the students to complete these questionnaires in a serious manner in order to
Part 2 Hotel Management Study Guide 2011-2012 10

provide us with as much information as possible about ways in which we can improve the
education. Evaluation results are published on Blackboard in the quality showcase.
1.4.3 Developments within IHM
The hotel industry is changing rapidly and on a large-scale basis. The financial crisis in
2008/2009 has shown the responsiveness of the hospitality industry to changes in the general
environment. Therefore, forecasting developments and trends is essential in surviving in this
industry. Hotel managers and educators need to be aware of these changes and maintain a
flexible approach. A prerequisite is keeping up with current professional literature which includes
online specialist magazines and books and the industry reports that are published by several
organisations.
The professional and educational profile of hotel management training is periodically revised.
Our latest curriculum is based on „Serving Success 2.0‟ (2005). We then opted for a stronger
international and more intercultural curriculum, which we have updated since. As Stenden
university became a PBL-Blended university, we have added new elements, such as
development profiles, and case based learning in the third year.
Binding study advice has been implemented (see 2A.11 Study Recommendation).
IHM contributes actively to the Global Campus Site of the Grand Tour® in which there is an
exchange programme for students, colleagues and IHM employees. Our Education has an
extended network of international contacts.
1.4.4 Full-time education
IHM offers full-time hotel management education. Consequently, our students must be available
full-time. Due to the nature of the hospitality industry, students may be scheduled for evenings
and weekends particularly during industrial placement. In principle, one study week consists of
40 study hours and one regular academic year consists of 42 study weeks.
1.4.5 Part-time education
As of 1 August 2000, we offer Hotel Management education on a part-time basis. It is the same
programme, adapted to an identified target group. Information is available at the Information
centre.
1.4.6 Associate degree
As of 1 August 2007 we offer the Associate degree Hoger Hotelonderwijs (Ad Hotel
Management). The Ad will also start in Emmen in September 2011.
For detailed information we refer to the separate study guide IHM-Associate degree 2011-2012
1.5 Hestia
Over the last 10 years, Stenden has attracted a large number of students globally. Stenden
University of Applied Sciences wants its students to feel at home. One of the facilities that
Stenden offers to all its students is the Hestia Student Lounge.
The significance of Hestia arises from old Greek mythology: the Greek goddess of home and
hearth, hence presiding over domestic life. She is also the patroness of smaller domains, Hestia
Lounge and the other campus sites which belong to Stenden. These attributes of Hestia
correspond to the idea and mission statement behind the Lounge. It is here that students feel at
home, where there is always positive energy!
Through our services we try to make all students – Dutch and international- find their way in a
new environment and enlarge their network of friends and connections. One of our primary
goals is to accommodate students in our lounge and therefore achieve the most best out of the
intercultural exchange and integration.
Hestia was founded and opened its doors on the 28th of November 2002. Since then our lounge
has changed hosts, each of which spices Hestia with the flavor of their own culture, bringing
new ideas and improving the services we offer to the students.
Hestia Student Lounge is now known to be a "home away from home" for all Stenden university
students. We are growing each year with more and more innovative ideas.
Hestia team organizes events for students with a special themes every module amongst others;
this is done in cooperation with Hestia partners.
Part 2 Hotel Management Study Guide 2011-2012 11

Mission & Vision
We provide a home away from home.
Our vision is to further develop Hestia into a more professional organization and a central hub
for student related activities at Stenden. We target to work more with other student
organizations in bringing Stenden students together. The main idea of Hestia is to provide a
“home away from home” for all its students with an intercultural atmosphere. Students can
visit Hestia to Study, relax and even socialize.
A coffee/tea corner, T.V, beamenr and comfortable couches are amongst the facilities that
enhance the home away cosy feeling at Hestia. For more information such as the opening times
and Hestia agenda as well as the upcoming events please visit: www.hestialounge.nl
info@hestialounge.nl & facebook.com/hestia.student.lounge
Visit us!! Just a short hop from Stenden Leeuwarden Main Building
Part 2 Hotel Management Study Guide 2011-2012 12

2 Education and Examination Regulations
All that is stated in the Education and Examination Regulations applies to students at IHM and
also to course members at IHM (like „ProHHO‟ and „Alvast Studeren‟).
2A Education Policy
2A.1 Description of education
Hotel Management offers a full-time, four-year course of „Hotel Management‟. IHM also offers a
part-time programme. For the part-time programme there is a separate study guide.
The course aims at fulfilment of management positions in organisations with service and
hospitality as their essential function or as an important part of the complete organisation.
Graduates receive a „Bachelor of Business Administration in Hotel Management degree‟ with an
accompanying certificate. IHM acquired an accreditation of the NVAO in April 2011. The
educational programme has been registered in the Centraal Register Opleidingen Hoger
Onderwijs (CROHO, Central Register of Schools for Higher Education) under number 34411 fulltime.
Part of the educational programme is offered in conjunction with the schools for Retail
Management & Small Businesses, Leisure Management, and Personnel and Labour and has a
common view of Service Management. Specific IHM modules form the core and essence of our
curriculum.
The use of English as the language of instruction enriches the Hotel Management course at
Stenden university, and emphasises its international dimensions.
Stenden also offers a masters in International Service Management
The academic year operates on a semester system with two semesters of 18 weeks. The first
semester starts at the beginning of September and ends around the end of January.
The second semester begins in February and lasts until the end of June/early July.
For our study programmes, students can start two times per year, in September and February.
All new students are invited to attend the Study Start Week, which is one week prior to the start
of the programme. Orientation and introduction information is sent to all applicants who have
been accepted at one of the Stenden university programmes and courses.
2A.2 Account of the education
Profile for Bachelor‟s of Business Administration
Courses in the Higher Economic Education sector of Higher Professional Education should be
clearly identifiable, for both students and the industry. All Dutch Universities that offer courses
in Bachelor‟s of Business Administration (BBA), have formulated a profile of domain
competences, which describes the aspects they have in common.
Dutch Hotel Management Profile
In the Netherlands Stenden university, Hotel School The Hague, the School for Hotel
Management Maastricht, The Nederlandse Hogeschool voor Toerisme en Vrijetijdskunde (Breda)
and the Saxion Hogeschool IJsselland (Deventer/Apeldoorn) are the universities offering Hotel
Management programmes.
These Universities elaborated the domain competences in a national Professional Competence
Profile for Hotel Management (2004). This profile consists of a professional profile which gives a
description of the professional or core tasks of the professional worker, and a competence
profile in which the professional tasks have been translated into competences. Competences
describe the knowledge, insight, skills, and professional attitude students should have acquired
by the end of their studies to be adequately prepared for the professions they have been trained
to perform. Therefore, competences are directional for the way the educational programme is to
be organised.
Stenden university – Hotel Management Competence Profile
IHM has developed her own educational competence profile, by adding two competences to the
national profile. These competences are derived from the educational concept and the mission
of Stenden university and concern the intercultural and the value driven competences. The
competence profile is directional for the development of the educational programme.
Below, you will find a short description of the competences. Please refer to the curriculum
“Serving Success” for an extensive explanation and rationale, available at the educational
consultant of our Education.
Part 2 Hotel Management Study Guide 2011-2012 13

Twelve competences form the basis of the education programme of our International Hotel
Management course:
1. Creating of „experiences‟ by the granting of hospitality.
2. The development of a vision on changes and trends in the external environment and the
developing of relations, networks and chains.
3. Analysing policy issues, and to translate these in policy objectives and policy alternatives
and preparing for decision-making.
4. Implementation of Human Resource Management in view of the strategy of the
organisation.
5. Setting up, managing and improving of company - or organisational processes.
6. Analysing the financial and legal aspects, internal processes and the company - or
organisational environment in order to reinforce the correlation and interaction.
7. Developing, implementing and evaluating a change process.
8. Leading a company, part of a company, company processes or a project
9. Social and communicative competence (interpersonal, organisation)
10. The competence of managing one self (intrapersonal, or professional)
11. Focuses his managerial and entrepreneurial behaviour - from his own outlook on life - on
core values which contribute to the care of human beings and the world.
12. Effectively identify and handle cultural differences within an international team in hotel
management.
Explanation about the origin and formulation:
Competence 1 is characteristic for the hotel management education programme and can be
considered as being unique.
Competence 2 till 7 form the common basis for the education programmes of higher
professional education, which grant the degree in Business Administration (BA).
Competence 8 originates from the domain competencies of the Bachelor degree of
Commerce.
Competences 9 and 10 are common domain competences in all domains of the sector for
higher economic education programmes.
Competence 11 and 12 are Stenden university specific.
Each academic year, students work on certain phase objectives, which ensure that the
competences will be acquired after completing their studies.
Part 2 Hotel Management Study Guide 2011-2012 14

Competence Year 1 Year 2 Year 3 Year 4
1 1.1
Perform
operational tasks
independently in a
hospitality
organisation and
develop a
hospitable
attitude.
2 1.2
Understand
external analyses
and the relevance
of these for the
operational
working processes
and understand
the importance of
the developments
of networks,
chains and
relations.
3 1.3
Understand the
relevance of the
execution of
policies at
operational level
and act
accordingly.
4 1.4
Understand the
HRM
responsibilities
and authority,
train and coach
individual
employees within
the team.
5 1.5
Name and execute
the company or
organisational
processes.
6 1.6
Describe the
financial and legal
aspects, internal
processes and the
operational -or
organisational-
environment and
make simple
analyses and
internal reports
with the aid of ITapplications.
2.1
Manage operational
processes in
hospitality
services.
2.2
Anticipate, from an
entrepreneurial
attitude, changes
and trends in the
external
environment and
develop a vision
with the aid of
networks and
relations.
2.3
Write policy plans
at departmental
level.
2.4
Execute all
relevant Human
Resource
Management tasks
at departmental
level.
2.5
Design, control and
improve the
company or
organisational
processes.
2.6
Manage internal
processes with
instruments of
management
accounting, law,
business
administration and
research.
3.1
Analyse the
organisational
(hospitality)
processes and
develop a vision
based on the results
of the analysis, with
regard to creating
experiences by
granting hospitality.
3.2
To develop a vision
about changes and
trends in the
external
environment and
the development of
relations, networks
and chains.
3.3
Analyse and design
policy at
organisational level.
3.4
Execute all relevant
Human Resource
Management tasks
at organisational
level in view of the
strategy of the
organisation.
3.5
Design, control and
improve the
company or
organisational
processes, based on
strategic objectives
and quality plans.
3.6
Analyse the
financial and legal
aspects, internal
processes and the
operational - or
organisational-
environment in
order to reinforce
correlation and
interaction.
4.1
Creating
'experiences' by
granting
hospitality.
4.3
Analysing policy
issues and to
translate these in
policy objectives
and in policy
alternatives and
preparing for
decision-making.
4.4
Implementation of
Human Resource
Management in
view of the
strategy of the
organisation.
4.5
Setting up,
managing and
improving of
company - or
organisational -
processes.
Part 2 Hotel Management Study Guide 2011-2012 15

Competence Year 1 Year 2 Year 3 Year 4
7 1.7
Recognise the
need for changes
and distinguish
the steps of a
change process.
8 1.8
Distinguish and
analyse markets
and products
within the
hospitality
industry.
9 1.9
Carry correct
verbal and nonverbal
business
correspondence in
two or more
languages and
communicate
accordingly (IELTS
6.5).
10 1.10
Can describe the
personal
possibilities and
pitfalls with regard
to learning, resultoriented
working,
taking initiative,
operating
independently and
flexibility.
Can, through
reflection and with
coaching, describe
personal
competence
development and
which elements
need attention.
2.7
Develop,
implement and
evaluate a change
process at
departmental level.
2.8
Initiate and create
products and
services,
anticipating the
changing needs
and wishes of the
guests.
2.9
Communicate in
two or more
languages at all
organisational
levels; design and
write policy plans,
inform, consult,
create support,
stimulate,
motivate, persuade
and express
resolutions.
2.10
Can in educational
situations with
coaching adjust
personal
development with
regard to learning,
result-oriented
working, taking
initiative,
operating
independently and
flexibility, to the
demands of the
specific situation.
Can develop a plan
of action for the
development of
underdeveloped
competences.
3.7
Start a development
line within an
organisation in a
creative and
organisational
sensitive way and
achieve the goals
set within the term
of the change
process.
3.8
Show confidence in
initiating and
creating products
and services, and
able to cope with
taking risks.
3.9
Adjust attitude to
the social context in
all types of
communication and
tune this
communication to
external parties as
well.
3.10
Can independently
of others steer and
regulate, in
profession related
situations, personal
development with
regard to learning,
result-oriented
working, taking
initiative, operating
independently and
flexibility.
Can independently,
on the basis of his
plan of action, steer
personal
competence
development.
4.7
Developing,
implementing and
evaluating a
change process.
4.8
To initiate and
create products
and services in an
independent and
enterprising way.
4.9
Social and
communicative
competence.
4.10
To steer and
regulate personal
development with
regard to
learning, resultoriented
working,
taking initiative,
operating
independently and
flexibly.
Think, reflect and
take responsibility
for personal
acting which
indicates
commitment and
critical selfassessment.
Part 2 Hotel Management Study Guide 2011-2012 16

Competence Year 1 Year 2 Year 3 Year 4
11 1.11
Has knowledge of
his values and of
the universal core
values which
contribute to the
care of human
beings and the
world.
12 1.12
Familiarises
himself with the
theme of
intercultural
society and can
empathise with
individual and
intercultural
diversity and
people with
various
backgrounds.
2.11
Connect the
universal core
values to his daily
(operational
management)
behaviour and to
entrepreneurial
action in the
hospitality
industry.
2.12
Can create a link
between ethical
(intercultural and
international)
themes and the
culture of an
organisation and
explain the added
value of cultural or
individual diversity.
Note: The marked competences are the final qualifications
3.11
Apply the universal
core values in his
management
(entrepreneurial)
behaviour and into
the culture of a
company in the
hospitality industry.
3.12
Is willing and able
to handle
intercultural
differences
effectively and can
explain why paying
attention to the
moral side of the
business culture is
an indispensable
part of
(intercultural)
management.
4.11 .
Focuses his
managerial and
entrepreneurial
behaviour - from
his own outlook
on life - on core
values which
contribute to the
care of human
beings and the
world.
4.12
Effectively identify
and handle
cultural
differences within
an international
team in hotel
management.
View on the relation between education and the field
Within IHM, a lot of attention is paid to the practical and usable knowledge required for the
hospitality field. Therefore each IHM module has a supporter from the industry, who gives
feedback and input to the content of the module. In addition to knowledge of the field, the
professional should have the capacity to think and act in both an analytical and problem solving
way. Furthermore, an important role is played by non-cognitive factors, such as
perseverance, teamwork, creativity, willingness to work, and a capacity to reflect upon one‟s
own skills and professional attitude. Educational institutions need to pay attention to such
factors. Therefore, a problem and practice aimed approach is necessary, with objectives and
study contents based upon the future professional performance.
View on future developments
Important developments observed in various fields are quality care in the field of economic
services, interculturalisation, financial-economic developments, internationalisation, technology
and its consequent legal developments, automation, the increasing interest in environmental
and social responsibility and the quest for meaningful hospitality . These developments are
extensively discussed in the professional profiles, educational profiles and educational
objectives.
The modular organisation of IHM‟s educational programme offers the opportunity to react
flexibly to future developments in the field, and consequently will always offer an up-to-date
educational programme.
Part 2 Hotel Management Study Guide 2011-2012 17

2A.3 Views on learning and teaching
View on learning and education
The Stenden university uses Problem Based Learning (PBL) in its courses. In Problem Based
Learning, learning is thought to be the process of actively acquiring and processing information
that changes the behaviour of the student in a relatively irrevocable way. This acquired
knowledge, being of a cognitive nature, may also be of an affective or psychomotor nature.
We have chosen to use PBL and CBL (Case based learning) in our courses as this approach
supports our view on learning and requires an active study attitude on the part of the students.
Our primary motive for choosing PBL is the fact that in PBL the individual student is responsible
for what and how he/she learns. An educational system that compels students to study actively
is generally more motivating than a system that does not encourage active study.
PBL changes a student‟s attitude towards studying that may lead to a life long increase in selfstudy
and personal responsibility. During PBL sessions, students learn that their current
knowledge is often not sufficient to address the problem they are confronted with. Through the
PBL process, the students learn the problem solving process that will allow them to tackle
problems in future (professional) situations.
The secondary motives for choosing PBL are:
Social motive: Working on PBL tasks in small study groups stimulates the development of
co-operation.
Educational-didactic motive: The PBL method „forces‟ students to develop personal discipline
and an on going working rhythm.
Educational contents and methodical motive: As opposed to the lecture/exam approach in
which students often learn only specific significant information, the PBL approach stimulates
gaining a broad array of knowledge by presenting a carefully chosen problem as a starting
point. It promotes the integration of various disciplines. In addition to acquiring knowledge
and skills, the PBL session gives the student the opportunity to practice and use the
knowledge and skills gained.
Didactic principles
An educational institution willing to give a didactic form to the above views on the relationship
between education and the field, future developments, and learning and teaching, should be
aware of the tension that exists between the freedom of the PBL group on the one hand, and
the need for uniform objectives for all students on the other hand. Group education only works
well if the personal responsibility and initiative of the students is stimulated and respected. PBL
groups deal extensively with subjects such as co-operation, learning how to formulate, problem
solving, and decision-making.
From a didactic point of view, the above is expressed in the educational objectives of the
programme. The objectives describe:
What problem definitions students should work on during the educational process.
Which cognitive and social skills students should realise.
The primary conditions considered when organising educational situations are:
Activation of the student‟s prior knowledge - refers to the starting position of the students;
Relationship to the hospitality field - refers to offering students tasks in a context that
resembles the future professional practice as much as possible;
Active participation and application of knowledge by the students.
These three conditions are met in the problem-based approach to learning. Problem based
education recognises and emphasises the interactive aspect of learning. Learning using a
problem stimulates students to discuss study and use their knowledge. A well-formed learning
arrangement contains tasks and assignments to be worked on in the PBL group, small groups,
and other interactive didactic methods such as laboratory courses and tutorials.
Problem based learning meets the third condition when, during the process of learning,
analysing the problem and acquiring knowledge takes place systematically and through
established procedures.
Other, more secondary, conditions essential for a successful problem based learning process
concern:
The knowledge a student has about PBL before he/she starts a study using this concept,
The skills of the student for co-operation with other students in a PBL group with an
alternating chair(wo)manship;
Part 2 Hotel Management Study Guide 2011-2012 18

The social and communicative abilities of the counselling lecturers;
The mutual co-operation of lecturers. Lecturers need to agree on the problems constructed,
the realisation of the counselling task, and the assessment method of study results and
programmes.
Role and responsibility of the students
Students play an active role in IHM‟s education. Aside from acquiring and processing
information on a highly independent and active basis in PBL they are continuously challenged to
reflect on the learning and group processes they have experienced. Students are frequently
asked to contribute to the development, evaluation and direct and indirect quality improvement
of our education by participating in the module planning groups for the development of
educational programmes, panel discussions with student-evaluators, and IHM‟s discussion and
decision-making structure. The structure of the practical education and the organisation of our
student counselling system stimulate our students to increasingly reflect on their personal
attitude, skills and future choice of career.
Role and responsibility of the lecturers
Problem based learning results in an essentially different role for our lecturers. In traditional
instructive teaching, a lecturer‟s main task is to transfer knowledge while in problem based
learning lecturers may be seen as managers of the educational process. Their activities consist
of the four classic management functions.
Together with colleagues, they determine the goals of the educational programme within
the framework of IHM‟s established (Education specific) objectives.
They plan the students‟ learning activities according to the concept of problem-based
learning.
As student counsellors, they stimulate their students and control whether they perform an
adequate amount of the learning activities.
Finally, they check periodically to see if the set objectives have been met satisfactory.
The development, realisation and evaluation of the educational programme demand a lot of
willingness to co-operate on the part of lecturers.
In the context of problem based learning, lecturers have five „functions‟ to fulfil in order to
realise their role as tutor in PBL sessions. They are designers of problems, stimulators, process
controllers, assessors and subject specialists. IHM assumes, as a principle, that the skills to fulfil
those five functions are united in one person.
2A.4 Admission policy
IHM has 2 intake moments per academic year: 1 September and 1 February.
Students that have been registered at IHM, left school and want to register again for IHM, have
to write a request letter to the exam committee.
2A.4.1 Dutch Students
You are admissible when you have a HAVO-, VWO- or MBO-level 4 certificate with besides
English a complete second Modern Foreign Language (MFL) 1 + 2. (Dutch: Moderne Vreemde
Taal (MVT) 1+2)
Additional requirements:
Profile HAVO VWO
Cultuur & Maatschappij Economie of Economie of
M&O M&O
Economie & Maatschappij 2nd MFL 2nd MFL
Natuur & Techniek 2nd MFL 2nd MFL
Natuur & Gezondheid 2nd MFL 2nd MFL
Selection
IHM has a selection procedure which consists of:
Individual tests, focused on capacities, personality, interests and skills;
A group assignment focused on the applicants‟ potential management skills
An interview, focused on the motivation for the industry and the programme.
Within 2 weeks after the selection day an extensive report together with the results is sent by
mail. This report is used within your (study)career development process.
Part 2 Hotel Management Study Guide 2011-2012 19

Exceptions
There are two exceptions to the rules:
Second modern foreign language (MFL)
Candidates who do not have a 2nd MFL have to take part in an exam for that language.
Preliminary training
Students who are 21 or older and do not meet the admission requirements can take part
in a so called colloquium doctum.
Students with MHS-certificate
The complete selection procedure is not applicable for students with a certificate from the
Middelbare Hotelschool. They must show a letter of recommendation from the director of their
school. In that case the selection procedure is limited to an interview in which the focus is on
the industry and the motivation. When admitted a competence test is undergone. The report on
that competence test will be used in the (study) career development process.
Exceptions
There are two exceptions to the rules:
Second modern foreign language
Preliminary training
Second modern foreign language (MFL)
Candidates who do not have a 2nd MFL have to take part in an exam for that language.
Preliminary training
Students who are 21 or older and do not meet the admission requirements can take part in a so
called colloquium doctum.
2A.4.2 International students
You are admissible when you have any of the following:
High School diplomas that give the right to enrol in higher education in the country
where it was issued;
an International or European Baccalaureate in each of six subjects, or
Baccalaureate/Abitur/Matura/HAVO-VWO, or;
5 GCSE subjects of O-level, plus 2 A-level passes (3 recommended), GCE 3 A levels or;
The American or Canadian High School Diploma or Advanced Placement Test or;
High school diploma from an accredited institution of secondary education, or;
Associate degrees, Diplomas, BBA, BSc and MBA or MSc degrees, or; German
Allgemeine Hochschulreife or Fachhochschulreife.
Required subjects or high school curriculum profile
The BA degree course offered is a business management programme in the economic field.
Although for international students the secondary school subject‟s requirements are evaluated
and implemented in a flexible manner, the following subjects are generally considered as prerequisites
subjects:
Mathematics;
General Economics (Dutch Economy 1)
Business Administration or Accounting (Dutch Economy 2)
Social Sciences and/or Management & Organisation;
Working knowledge of a modern foreign language in addition to English.
Requirements for the English language
An Academic IELTS-test with Band score 6.0 and no sub scores under 5;
TOEFL-test of 550 (paper-based) or 213 (computer-based). The TOEFL is only accepted when
the IELTS-test is not offered in the applicant‟s country of residence. Stenden university's TOEFL
code is 9215. Website: www.toefl.org;
Applicants who are native speakers of English or who have successfully undertaken secondary
or post-secondary courses -for a minimum of two years- where English was the language of
instruction are not required to submit an IELTS or TOEFL test score;
Applicants with a Dutch VWO or equivalent diploma are granted an exemption for IELTS or
TOEFL;
Applicants with a Dutch HAVO or equivalent diploma, with end grade 7 or higher for English are
granted an exemption for IELTS or TOEFL.
Part 2 Hotel Management Study Guide 2011-2012 20

Students who do not meet the language requirements can follow Stenden university's English
Language Course first.
2A.4.3 VWO Fast Track
The VWO Fast Track is a full-time programme of 3 years. VWO Fast Track students will receive
some dispensation. Admissible to the fast track programme are:
Dutch students with a VWO degree, with:
profile Cultuur & Maatschappij and with Economics or Management & Organisatie, or
profile Economie & Maatschappij and with a complete 2 nd modern foreign language, or
profile Natuur & Techniek with Economics or Management & Organisatie and with a
complete 2 nd modern foreign language, or
profile Natuur & Gezondheid with Economics or Management & Organisatie and a complete
2 nd modern foreign language
and with a sufficient for English and with a sufficient for Economics or Management &
Organisatie.
German and Austrian students with “Allgemeine Hochschulreife” (Reifeprüfung) and
meeting the requirements for the English as mentioned under 2A.4.2
Students can only continue the fast-track in the second year if they have received their
foundation phase certificate at the end of their first year.
2A.4.4 Combined course VAVO-HBO (“alvast studeren”)
Dutch HAVO or VWO students who haven‟t got a pasmark on all of their subjects and therefore
haven‟t got their diploma yet but did successfully meet the selection criteria of IHM, are eligible
for the combined course VAVO-HBO which is also indicated as “alvast studeren”. This entails
that they are enrolled as a course member at Stenden University for one year and take courses
for attaining their HAVO or VWO diploma as well as courses within the foundation fase of IHM.
At IHM they are considered and treated as regular students. Therefore the Exam Regulations,
part 1 and 2 also apply to them. For the time they are a course member they are officially by
definition not considered a student. After a year of being registered as a course member they
will therefore not receive a Binding Study Advice (BSA). They are entitled to register as a
student at IHM at the first possible moment only if they successfully complete their HAVO or
VWO education within the year they are registered as a course member at IHM. In the event
they will be enrolled in the foundation fase and receive dispensation for the parts of the
foundation fase they already successfully completed. They will receive a Binding Study Advice
(BSA) after being enrolled as a student for one and a half year. In which they will have to meet
all requirements of the foundation fase in order to proceed with the post-foundation fase. If they
don‟t succeed in successfully completing their HAVO or VWO education within the year they are
enrolled as a course member at IHM, they will not be enrolled as a student at IHM at the end of
that year. Only if they can present IHM with a HAVO or VWO diploma at a later moment ïn time,
they are entitled to enroll as a student at IHM. If this is the case then only the exam committee
can decide if and what dispensation(s) can be given based on the parts of the foundation fase
which have already successfully been completed.
2A.4.5 Exemption policy
Accreditation of Prior Learning and Work Experience
For students who have already had significant prior education or work experience the short
track might be applicable. The admissions committee will decide if and what exemptions a
student will receive based on the submitted information.
Students who want to apply for exemptions can download the request form from Blackboard
(IHM Exam Committee - Requests) You have to fill in the form and hand it in at the Exam
Committee‟s secretariat. To this form you have to add proof of your prior education and/or your
prior work experience.
Students with a propedeuse certificate
Students with a propedeuse certificate can enrol in the programme and are registered in the
foundation phase. A request for exemption must be handed in at the secretariat of the Exam
committee.
Part 2 Hotel Management Study Guide 2011-2012 21

Students with an MHS diploma
After selection, students with an MHS diploma (level 4) are automatically registered in the postfoundation
phase. They will be awarded an exemption of 60 credits of the first year. In the
second year they have to do a special introduction module instead of the second year
Performing Daily Operations module. Please refer to the Study Programmes Hotel Management.
Students with an MHS diploma Fast Track
After selection, students with an MHS diploma fast Track from vocational MHS schools where
they give a special programme with an IHM connection module, will be registered in the postfoundation
phase. They will be awarded an exemption of 60 credits of the first year and 1 minor
(15 EC). In the second year they have to do a special introduction module instead of the second
year Performing Daily Operations module. Please refer to the Study Programmes Hotel
Management.
Students doing the VWO Fast Track
Students who are doing the VWO Fast Track programme will be awarded an exemption of 3 EC.
Please refer to the Study Programmes Hotel Management.
Students with vocational diploma, level 4
Students with a certificate of intermediate vocational education are registered in the foundation
phase. A request for exemption must be handed in at the secretariat of the Exam Committee.
2A.5 IHM education and practical training
Function and objectives of practical training
Integration of theory and practice is one of our main education policy principles. It provides
students with better preparation for a professional career in the hospitality industry. The
educational programme has a thematic structure rather than being a compilation of individual
courses. The year and module themes have a relationship with the future professional activities
of our students. Problem-based learning also contributes to the integration of theory and
practice as it continuously confronts our students with problems from the hospitality industry.
Industrial placement during the course allows the students to acquire knowledge, insight and
skills relating to their professional performance in the industry. The students also acquire insight
in social and (inter) cultural situations in relation to companies in the industry, and develop a
professional attitude.
During the educational programme, there are many opportunities for internal and external
practical hotel management training.
Stenden university Hotel.
Students will be placed in the hotel learning facility for a number of weeks in their 1st, 2nd and
3rd year at an operational, tactical and a management level. For one or more of their elective
modules students may work on projects provided by hospitality companies.
One fourth of the programme consists of the industrial placement of 1680 hours (60 EC‟S)
which takes place in the fourth year. The individual Management Project is an integral part of
the industrial placement. This is an applied research project or an implementation project in
accordance with the wishes of the company and the interests of the student.
There are also guest lectures by individuals from the hospitality industry. The management
of IHM and the Teamleader 4th year frequently organise company presentations and / or
placement fairs to help students choose a company for their industrial placement. The industry
is also represented in the selection process.
Compulsory Work field Orientation. Every student with an exemption from practice modules in
the first or second year must do a minimum of 40 hours work field orientation in Stenden
university Hotel, prior to starting the practice modules of the second or third year. Procedure: it
is the student‟s responsibility to arrange this orientation and provide evidence that it was done.
Arrangements must be made through the front desk of Stenden university Hotel. At the end of
the orientation programme, the student will need to pass a number of tests. Students who do
not meet the required level will have to follow the complete 1 st year practical modules: Food &
Beverage and Rooms Division & Facilities.
Part 2 Hotel Management Study Guide 2011-2012 22

The practical modules in the educational programme
The first year
In their first year, students are placed at an operational level in the modules „Food & Beverage‟
and „Rooms Division & Facilities‟. During these modules, students work in the kitchen production
process learning practical skills such as cooking and cutting techniques and the basics of
hygiene and nutrition. They function in various restaurant formulas acquiring practical skills
such as waiting techniques and the tasting and selling of wine and learn about nutrition and cost
calculations. Students also work in the reception and housekeeping departments acquiring
practical skills such as checking guests in and out, handling the telephone system, and cleaning
rooms.
The second year
In their second year during the module „Performing daily operations‟ students work
independently at management level in the different departments of Stenden university Hotel or
another hospitality company. They perform various tasks and coach and train first year
students.
The third year
During one block of the third year module „Hospitality Operations Management‟, the students
act as department managers and manage a department in Stenden university Hotel or another
learning company. Practical skills are extensively practised such as the managing and coaching
of first and second year students, managing the service process for the various guests of
Wyswert, creativity, project management, human resource management, financial
management, quality care and the balanced score card.
Organisation of the practical training
Most parts of the students‟ practical training are compulsory. Exemption from a limited part of
the practical training is possible only for graduates of particular associate degree programmes.
The Team leader of the 4 th year and the Industrial Placements Office organise all activities
concerning the industrial placement.
Coaching and assessment
For practical training within the regular educational programme of IHM, lecturers and practice
supervisors are responsible for coaching and assessment. During the industrial placement the
placement company also provides a practice supervisor. For information about assessment,
please refer to the relevant paragraphs of the educational programme.
Preparations for industrial placement/self-management
Throughout the first three years at school, students prepare for their industrial placement and
eventually the job market through a system of self-management. They discuss with their study
career coach their experiences in the learning company, Industrial Orientation and company
presentations. Through these discussions, the students acquire insight in their capabilities and
interests and the endless job opportunities in the hospitality industry. Students discuss the
details of their ten-month industrial placement with the Industrial Placement Office. Industrial
placement is the final stage of the student‟s training and some students receive offers for
permanent positions in their industrial placement company
The 4 th year
During the 10-month industrial placement, students receive an in-depth view of the company
and receive various assignments within one or more departments of the company. The students
develop practical skills and company specific management skills. During their industrial
placement, the students will complete an individual Management Project. The student and the
company usually determine the topic of the project.
2A.6 Internationalisation Grand Tour®
Students are only allowed to study a maximum of 90 EC outside The Netherlands if they study
the full 4 year course of Hotel Management.
In general
Within IHM, internationalisation plays an important role due to
the international orientation of the hospitality industry and consequently for the
programme;
the professional perspectives of the students;
the position of graduates in the job market.
Part 2 Hotel Management Study Guide 2011-2012 23

More and more students want to follow part of their studies abroad. There are a number of
reasons for this, including the following:
intercultural competencies are an important part of professional skills,
gaining international experience can be a plus when applying for a job,
international experience can be the beginning of international career plans,
international experience provides you with insight into other cultures, it broadens your
horizons,
international experience gives you the opportunity for personal development.
Internal internationalisation
IHM demonstrates its internationalisation through its curriculum, the Exchange Programme for
lecturers and students and the campus sites in various places around the world where our
educational programme is on offer. With 'The Grand Tour®' we try to give a contemporary
version of the 17th-18th century ideal on educating students in which it was thought that
students would get the best education by travelling the world and studying in various localities.
Our students are able to take the Grand Tour® and continue their IHM education by attending
classes at one of the campus sites offering our programme in various countries around the
world.
External Internationalisation
We have established relationships with various foreign institutions. These contacts are
formalised in cooperation agreements and exchange programmes for both students and
lecturers. The exchanges are coordinated by the Coordinator of Internationalisation and
administratively supported by the International Office (refer to Students Regulation, part 1,
university matters).
International Exchange Programme
Stenden offers you the opportunity to participate in an international exchange programme. This
period of studying abroad can form an important part of your education at Stenden. Stenden
runs exchange-programmes with a number of partner-institutions, most of them in Europe,
some of them in the United States, and Australia. You are given the opportunity to concentrate
on your chosen field in a different environment and perhaps in a different way. This can give
your studies a completely different dimension and enrich your studies.
More Information:
On the University‟s intranet you find more information about the exchange programmes,
finances and preparation. Please click „exchange‟ or „international office‟
Industrial placement abroad
More than half of the IHM students complete their industrial placement abroad. They experience
foreign cultures and acquire knowledge of international Hotel Management. Placement
opportunities are available in a range of countries including Belgium, Germany, the United
States of America, the United Kingdom, Austria, France, the Netherlands Antilles, China,
Thailand, Indonesia, Jamaica and South Africa. A complete overview is available at the
Industrial Placement Office.
2A.7 Internationalisation
The basic programme of IHM‟s main phase offers opportunities for international orientation.
All modules are developed from an international and intercultural viewpoint. The Foundation
phase is offered in both Dutch and English with the post-foundation phase offered in English
only. As of the second year, the students can choose to take an extra curricular Modern Foreign
Language if enough students enrol.
International Hotel Management (IHM)
The IHM programme is for both Dutch and foreign students who want to take a Hotel
Management programme with an international orientation, in English. IHM offers three courses:
a four-year Bachelor Degree Business Administration in Hotel Management;
a two year Associate Degree in Hotel Management;
a part time Bachelor Degree Business Administration in Hotel Management for students with
relevant pre-education and experience in the field. The pre-education and experience can be
valued with credits and then leads to a shortened programme.
Foreign exchange students can also take IHM modules. All IHM courses are taught in English.
Part 2 Hotel Management Study Guide 2011-2012 24

Shortened Bachelor of Business Administration in Hotel Management degree programme
The Bachelor of Business Administration in Hotel Management Degree is a flexible programme
for foreign students in particular. The length of the programme varies from one to four years,
depending on the level and qualifications of the individual student. The programme is based
upon “accreditation of prior learning and prior experience”.
English as language of instruction
The ability to communicate in and understand English is necessary in the hospitality field. All
students may be asked to submit the results of an IELTS-test. The minimum score must be 550
points on a paper-based test and 213 on a computer based test (refer to 2A.4)
2A.8 Exchange students
The number of foreign exchange students studying at Stenden university for a limited period is
significant. Many activities are organised to guarantee a pleasant study time for these students.
In principle, exchange students may follow all English modules of the IHM programme. Dutch
students and the Exchange Programme Coordinator are available to assist the foreign students.
The International Office is the administrative office and is responsible for editing and publishing
the International Programme and arranging housing. A completed Application Form, available
through intranet, is the starting point for all activities. A completed Application Form, available
through intranet, is the starting point for all activities.
2A.9 Choice of second modern foreign language
In the second year of the programme students have to do a module in a second modern foreign
language (MFL). If the student has a secondary school diploma with at least ..... education in
French, German, Spanish or Dutch, they have to choose this language at advanced level for the
second year International Business Communication module. They also have to do the MFL part
of the first year Rooms Division module in this language.
If you did ProHHO before starting the education of Hotel Management, the same rule counts.
Students coming from outside the European Economic Area that did not do at least 4 years of
education in one of the second modern foreign languages will have to choose Spanish beginners
or Dutch beginners.
It is of course not possible to choose for your mother language.
2A.10 Year schedule 2010-2011
From Up to week Particulars Activities
29/08 02/09 35 Study Start week
05/09 09/09 36 Educational week 1.1 07/09 Opening academic year
12/09 16/09 37 Educational week 1.2
19/09 23/09 38 Educational week 1.3
26/09 30/09 39 Educational week 1.4 30/09 Graduation Ceremony
03/10 07/10 40 Educational week 1.5
10/10 14/10 41 Educational week 1.6
17/10 21/10 42 STUDY WEEK 1 Autumn break
24/10 28/10 43 Educational week 1.7
31/10 04/11 44 Educational week 1.8 04/11 Graduation Ceremony
07/11 11/11 45 Educational week 1.9 End period 1
14/11 18/11 46 Educational week 2.1 Start period 2, 19/11 Open Day Stenden university
21/11 25/11 47 Educational week 2.2 25/11 Graduation Ceremony
28/11 02/12 48 Educational week 2.3
05/12 09/12 49 Educational week 2.4
12/12 16/12 50 Educational week 2.5
19/12 23/12 51 Educational week 2.6 22/12 Christmas celebration, no educational activities
as of 15:15.
26/12 30/12 52 Break Christmas break, buildings closed.
02/01 06/01 01 Break Christmas break, buildings closed.
09/01 13/01 02 Educational week 2.7 10/01 New Years reception 15:30.
16/01 20/01 03 Educational week 2.8
23/01 27/01 04 Educational week 2.9 End period 2 and semester 1
Part 2 Hotel Management Study Guide 2011-2012 25

From Up to week Particulars Activities
30/01 03/02 05 STUDY WEEK 2
06/02 10/02 06 Educational week 3.1 Start semester 2 and period 3
13/02 16/02 07 Educational week 3.2
20/02 24/02 08 Educational week 3.3
27/02 02/03 09 STUDY WEEK 3 Spring break
05/03 09/03 10 Educational week 3.4
12/03 16/03 11 Educational week 3.5 17/03 Open Day Stenden university
19/03 22/03 12 Educational week 3.6
26/03 30/03 13 Educational week 3.7
02/04 06/04 14 Educational week 3.8 06/04 Good Friday, buildings closed.
09/04 13/04 15 Educational week 3.9 End period 3, 09/04 Easter Monday, buildings closed
16/04 20/04 16 Educational week 4.1 Start period 4
23/04 27/04 17 Educational week 4.2
30/04 04/05 18 STUDY WEEK 4 30/04 Queen‟s day, buildings closed
07/05 11/05 19 Educational week 4.3
14/05 18/05 20 Educational week 4.4 17/05 Ascension day, buildings closed on 17/05 and
18/05
21/05 25/05 21 Educational week 4.5
28/05 01/06 22 Educational week 4.6 28/05 White Monday, buildings closed.
04/06 08/06 23 Educational week 4.7 08/06 Open Day Stenden university
11/06 15/06 24 Educational week 4.8
18/06 22/06 25 Educational week 4.9 End period 4 and semester 2
25/06 29/06 26 STUDY WEEK 5 Start period 5
02/07 06/07 27 STUDY WEEK 6
09/07 13/07 28 STUDY WEEK 7
16/07 20/07 29 Educational week 5.4
23/07 27/07 30 Educational week 5.5 Summer break
30/07 03/08 31 Educational week 5.6 Summer break
06/08 10/08 32 Educational week 5.7 Summer break
13/08 17/08 33 Educational week 5.8 Summer break, 15/8 Open Day Stenden university
20/08 24/08 34 Educational week 5.9 Summer break / End period 5
27/08 31/08 35 Study Start Week
With „educational activities‟ are meant the scheduled activities for contacts between students
and lecturers, respectively for which activities rooms or other facilities have been allocated
With „educational activities‟ are meant the scheduled activities for contacts between students
and lecturers, respectively for which activities rooms or other facilities have been allocated
With „educational activities‟ are meant the scheduled activities for contacts between students
and lecturers, respectively for which activities rooms or other facilities have been allocated
Part 2 Hotel Management Study Guide 2011-2012 26

2A.10.1 Study hours and times
1 st hour 08.00 – 08.45
2 nd hour 08.45 – 09.30
3 rd hour 09.30 – 10.15
break 10.15 – 10.30
4 th hour 10.30 – 11.15
5 th hour 11.15 – 12.00
6 th hour 12.00 – 12.45
7 th hour 12.45 – 13.30
8 th hour 13.30 – 14.15
9 th hour 14.15 – 15.00
break 15.00 – 15.15
10 th hour 15.15 – 16.00
11 th hour 16.00 – 16.45
12 th hour 16.45 – 17.30
13 th hour 17.30 – 18.15
14 th hour 18.15 – 19.00
15 th hour 19.00 – 19.45
16 th hour 19.45 – 20.30
17 th hour 20.30 – 21.15
2A.11 Study advice
The Foundation Phase has three main functions: orientation, selection, and reference.
Orientation should provide the students with insight in the education they will receive during the
next three academic years. The learning activities in this phase should be representative of the
education as a whole. The students should also get a good idea about the field/profession they
are training for. Selection should provide an adequate insight in whether or not the student is
competent for this education and the hospitality profession.
Reference means the student can get a negative binding study advice (bsa) to leave the school,
in case of proven incompetence.
During the foundation phase, we regularly test students‟ competences.
Before completing the Foundation Phase, students get a study recommendation, based on the
results of their studies. This recommendation has four options:
a positive recommendation for further study at IHM when the student has obtained the
Foundation Phase Certificate;
a conditional positive recommendation for further study at IHM when the student has a
minimum of 42 European Credits (excluding exemptions from the foundation phase and/or
the post-foundation phase);
a negative recommendation with binding advice to discontinue their studies at IHM when a
student has less than 42 EC (excluding exemptions). To a negative advice a rejection is
attached which means that the student cannot re-register for this study programme.
a conditional negative recommendation. Students who receive this advice should go to the
BSA hearing. On the basis of this hearing the conditional negative recommendation will be
changed into a conditional positive recommendation or a negative recommendation. By not
attending the BSA hearing the conditional negative recommendation will be changed in a
negative recommendation.
Students with exemptions need to have obtained 2/3 of the maximum obtainable credits of the
foundation phase. For late arrivals, the exam committee issues adapted norms.
Within the first year of enrolment the student has to pass a pre-determined norm for their
Binding Study Advice (BSA). After the second year of enrolment the student should have passed
all elements of the foundation phase.
The study recommendation is sent before 31 July (September intake) and 31 January (February
intake)..
Students of the September cohort 2010 with a conditional positive recommendation must get
their Foundation Phase Certificate before 31 August 2012 and students of the February 2011
intake must get their Foundation Phase Certificate before 28 February 2013 Students od the
February 2010 intake must get their Foundation Phase Certificate before 28 February 2012.
If they fail to do so, they will receive a negative recommendation with binding advice to
discontinue their studies.
Part 2 Hotel Management Study Guide 2011-2012 27

Each first year student receives a notice based upon his/her study results of semester 1.
For more detailed information we refer to The Study regulations part 1, chapter 3.
The course member of „Alvast studeren‟ and „ProHHO‟ will not receive a BSA while he officially is
not enrolled as a student.
2A.12 Change of education
A change of education is defined as the situation in which a student changes from one Education
to another within Stenden university before receiving a diploma from the original Institute.
Students who wish to transfer to another Education or course within Stenden university should
contact the admissions committee of the new Education/course for information about the
programme and the demands for admission.
The student then arranges a transfer interview with the coordinating student counsellor of their
original Education/course, completes and signs a transfer form (available from the Information
Centre at Stenden university (I-Study)) and delivers a copy of it to the secretariat of their
original Education/course. The secretariat will send the students‟ file to the new Education.
Students retain their original relation number and receive a new confirmation of admission from
the Information Centre. Students then discuss their new studies with the coordinating student
counsellor of their new Education/course.
NOTE: In principle, students who would like to transfer to IHM need to participate in an
admission selection and need to meet all the other requirements for admission.
2A.13 General notes on word processing
IHM requires that all student papers, reports, and minutes be typewritten (prepared using the
computer). During assessment of various module tasks and the written assignment in the first
year, points are given for skills in Word.
Computer labs are available for student use. Our computers run with Windows XP and offer a
number of software programs (Word, Excel, Access, and PowerPoint). Because of the large
number of foreign students at Stenden university, the computer laboratory of the school uses
the English version of the software programs. A manual to assist students in working with the
school computers is for sale at the repro-shop. There will be no instruction in the use of word
processing during the course. Students who have not sufficiently mastered word processing are
advised to buy a work or reference book about Word in a bookstore and develop their skills
through self-study. Instruction is given on
Excel and Access in the first study year. Students can learn the presentation programme
PowerPoint through self-study. A manual can be bought in the repro-shop.
Software to use at home
Through the internet store surfspot.nl, software can be bought online. Both Dutch and English
versions are available. Employees and students have access to surfspot.nl.
To enter surfspot.nl
go to the homepage www.surfspot.nl
choose „Stenden university‟
log in with the login-name and password you use to enter the Stenden university network
Order online
If you have seen an interesting product, you can order it online. After payment, the software
will be delivered at home.
Payment
There are four ways to pay. More information can be found on surfspot.nl.
It is illegal to give software (or a copy) to other people.
Part 2 Hotel Management Study Guide 2011-2012 28

2B Curriculum Serving Success 2.0 (2005)
2B.1 Organisation and structure of the IHM curriculum
Curriculum structure
The four-year curriculum of IHM full time consists of a foundation phase of 1 year, and a postfoundation
phase of 3 years. Each of the first three years of the programme is divided into 2
semesters of two modules each. Elective modules are offered during the minor phase in the
third academic year. The elective modules enable the student to gain more wide-ranging and indepth
knowledge of subjects that are of special interest to him. As an alternative to choosing
elective modules, students can take part in an exchange programme at a university or
professional university abroad. The 4 th year is set aside for industrial placement. The
programme operated by our Education can be depicted as follows:
Year 1 Year 2 Year 3 Year 4
Food &
Beverage
RoomsDivision
&
Facilities
Guest
Experience
Resources
Performing daily operations
Controlling & Evaluating
Planning minor
International Business
Communication
Strategic Hospitality
Management
Hospitality Operations
Management
minor
Industrial
Placement
Study load of the IHM curriculum
The statutory requirement is that a student of higher education must invest 1680 hours per
academic year in his education. These hours are called study load hours (SLH). In the law the
study load is expressed in study credits. The study load of an academic year equals 60 credits.
One credit equals therefore 28 SLH. 1 The law also requires that students work in educational
units of at least 28 SLH. The IHM curriculum is comprised of various types of educational units
including full-time modules with a study load of 336 hours and a completion time of 9 weeks as
well as other activities involving SLH‟s of 28 to 168 hours. All educational activities including
lectures, PBL meetings, individual study, introduction lectures, self-management/study career
coaching, industrial orientation, tests, writing module assignments etc. are included in the
calculation of the study load and are therefore taken into account when determining the credits.
The study load for the foundation year is 60 credits, and the study load for the post-foundation
phase is 180 credits .
2B.2 Overview of the IHM curriculum for cohort 2010, full time study
Curriculum parts cohort 2011 IHM curriculum
Credits (EC) Study Load Hours
Year 1 Guest Experience module 12 336
Resources module 12 336
Food & Beverage module 12 336
Rooms Division module 12 336
Progress tests 6 168
Career Development 3 84
Extracurricular credits 3 84
Year 2 International Business Communication module 12 336
Planning module 12 336
Controlling and Evaluating module 12 336
Performing Daily Operations module 2 12 336
Progress tests 6 168
1
The student determines how many hours to spent on study. The law does not stipulate the amount of
hours a student must spend on his study.
2
Students with MHS (Fast Track) pre education will do a special PDO-MHS module instead of the Performing
Daily Operations module.
Part 2 Hotel Management Study Guide 2011-2012 29

Career Development 3 84
Extracurricular credits 3 3 84
Year 3 Strategic Hospitality Management module 12 336
Hospitality Operations Management module 12 336
First Minor 15 420
Second Minor 15 420
Progress test 3 84
Career Development 3 84
Year 4 Industrial Placement (42 weeks) 60 1680
Total 240 6720
On Blackboard you can find an overview of all the study programmes for every cohort. Go to
Blackboard, IHM Exam Committee, Study Programmes.
Explanation of the overview of credits
Modules (majors) see paragraph 2B.4–6
Industrial Placement see paragraph 2B.7
Minors see Stenden Intranet
Progress test see paragraph 2B.9
Career Development see paragraph 2B.8
Internal Services Stenden university Hotel see paragraph 2B.10.1
Internal Credits see paragraph 2B.10.2
Participation Study Start Week and Host
Programme see paragraph 2B.10.3
Elective Credits see paragraph 2B.10.4
2B.3 Enrolment for modules
All students of IHM, with the exception of first-year students who will automatically be enrolled
for the module periods of the academic year in which they start their studies , are personally
responsible for drawing up their study plans (yearplanning) for the coming year using the
Stenden university network. A study planning system has been developed for this purpose. This
system is linked to the education monitoring system (ProgRESS) and contains all details relating
to the study plans. Students can access this system through the internet
(www.progresswww.nl/stenden) by logging on to the system using their relation number and a
password.
Second and third year students have to enrol for the module sequence in the second and third
year through ProgRESS. Enrolment for the following year takes place during certain weeks of
module period four in the current academic year and dates will be announced on the Stenden
university Intranet. For more information please refer to the Module Examination Regulations
(2D). If circumstances dictate, the organisation reserves the right to make changes to students'
plans.
2B.4 Curriculum for the first year of study at IHM
Team leader Year 1: Mrs. J. Sluijter
Module coordinators:
Food & Beverage (F&B) Mr W.F. Cornelius
Rooms Division & Facilities (RD) Mrs S. Penninga and Mr. J. van der Woude
Guest Experience (GE) Mrs. M.L. van Baarle and Mr. S. Yücedag
Resources (RE) Mr. J. de Windt and Mrs. C. Scheffer
As the modules are offered in every module period, the sequence varies.
3 Students who have an exemption for the first year, have to participate in the study start week and host
program in the second year, instead of an elective credit.
Part 2 Hotel Management Study Guide 2011-2012 30

The Host programme
All new IHM students are assigned a host student. A host guides his students together with a
co-host during the first semester, especially in the Study Start Week.
The host system has an educational aim. A host helps new students finding their way at IHM
and Stenden University. New students learn how to study effectively. They learn about the
system, procedures, rules and regulations
The meetings of hosts and students are scheduled. A host is informed by experts and passes on
the information to his students. 100% participation is obligatory.
Both students and hosts receive credits for the host programme.
A host has to be motivating, well-organised, punctual, trustworthy and reliable. (S)he is
experienced in coaching groups, has social skills, knows the educational system, is reliable and
a role model for the first year students. They meet with the Study Career Coach (Personal
Coach) to discuss the progress of the students.
Start: Study Start Week
Number of students: 1 PBL group per 1 or 2 hosts
Duration: 1 semester
Award: 2 elective credits for hosts
Food & Beverage
Module coordinator(s) Mr. W. Cornelius
Study load 336
European Credits 12
Desired entry level Admission policy IHM
Module objectives General Focus
The student:
Shows a hospitable attitude.
Is able to participate independently - and execute tasks - in the
operational F&B department.
Is aware of – concepts, developments and trends within - the
current International Hospitality Industry.
Module Objectives
The student is able to:
1. Describe the concept of hospitality, the hospitality industry and
the structure of a hospitality company (in general) and of the F&B
department (in particular).
2. Demonstrate a professional and hospitable attitude; recognize
own and others‟ core qualities and pitfalls, and use reflection in
order to - allow others - develop.
3. Provide guests with information on - the production of – the food
and beverages product; assist guests with making proper food
and beverage choices.
4. Demonstrate professional technical skills in executing (basic)
standard operational procedures (SOP‟s) and the use of specific
equipment within the F&B department.
5. Compose well balanced dishes and menus for various guests of
different – cultural - backgrounds and determine their nutritional
composition.
6. Compose proper wine-food combinations using the universal taste
factors.
7. Compose a well-founded food & beverage assortment for various
F&B concepts.
8. Is aware of the importance of an organic sound and sustainable
food production.
9. Execute different methods of cost accounting and understand the
basic principles and processes of F&B control.
10. Understand and apply the basic principles of revenue
management.
11. Apply measures to control food safety, ISO (TQM) and HACCP
quality systems.
12. Describe the legal regulations (ALCA) for founding and operating
processes in Food & Beverage.
Part 2 Hotel Management Study Guide 2011-2012 31

Module content In the first year of International Hotel Management a “physical”
introduction to the world of hospitality is necessary. In the Food &
Beverage module, theory and practice will be integrated. This enables
you to gain insight in the norms, values and processes used in the
hospitality business or industry. The motto is: “we are ladies and
gentlemen serving ladies and gentlemen”.
Educational methods
Assessment
An essential part of International Hotel Management (IHM) education,
is to learn and to apply knowledge and skills in practical situations.
Subjects of and real situations within the hospitality industry will be
the central points. In practical training you have to act in the front
(restaurant, bar and convention rooms) as well as the back of the
house (kitchen department). Instruction of technical – F&B production
and distribution - skills, training: “learning by doing” together with
application of knowledge geared during the theoretical part of the
module has to assure that you are able to perform independently.
Professionally offering hospitality calls for in-depth knowledge, skills
and an appropriate attitude. Central during the first year F&B module
is development of knowledge, (technical-) skills and attitude. Within
this knowledge you must be able to carry out independently (basic)
production and distribution techniques (SOP‟s), comply with guest
wishes and fulfilling (basic) F&B cost calculations. Within the scope of
attitude: being punctual, responsible, flexible hospitable and guest
oriented; and showing involvement with the colleagues in activities
and the organization are (the) important issues.
PBL, lectures, workshops, guest lectures, practical instructions,
practical training
Individual module test, English presentation, practice participation,
personal competences and technical competences, PBL participation,
assignment: Wine-Food pairing
Part 2 Hotel Management Study Guide 2011-2012 32

Rooms Division & Facilities
Module coordinator(s) Mrs. S. Penninga/ Mr. J. van der Woude
Study load 336
European Credits 12
Desired entry level Admission policy IHM
Module objectives 1. Understand the organisational structure and operations within a
Rooms Division department.
2. Describe the tasks and responsibilities of the different positions
within a Rooms Division department.
3. Demonstrate professional skills in executing (basic) standard
operational procedures (SOP‟s) and the use of specific equipment
within the Rooms Division departments and facilities.
4. Show hospitable behaviour and attitude towards guests which is
characterised by:
- Hospitable and commercial behaviour in various languages;
- Representative presentation;
- Guest friendliness.
5. Apply the daily, weekly and monthly cleaning of the various
facilities and gear these to a real hospitality situation in an
operational work plan.
6. Describe how to setup a housekeeping department and how to
outline a renovation process
7. Describe the concept of revenue (yield) management.
8. Apply modern information and communication technology.
9. Apply verbal and written communication in English and a second
foreign language.
10. Apply the national or the international labour law in the
Hospitality Industry.
11. Understand the most important characteristics and issues in the
field of catering and facility department, including sustainability.
12. Identifies en judge his own filters and images with regard to
people with another background.13. Calculate and assess
different financial outcomes with regard to managerial
Module content
accounting.
The essence of the module Rooms Division and Facilities is hospitality
and service. In Stenden university Hotel, hospitality is trained in a
realistic company environment. The focus will be on the technical
skills of the Front Office, Housekeeping and Facility departments.
Attention will be given to the development of communication skills
with regard to the guests, employees and fellow students. In the
Housekeeping department aspects such as cleaning, room
Educational methods
maintenance and safety of the guest and employee will be at the core
of the training.
The module gives a good insight in the different daily processes and
procedures in the Front Office and Housekeeping and supporting
departments such as reservations and back office. Logistics problems
will be practised on the basis of real situations within Stenden
university Hotel. Special attention is also given to the international
„hotel industry language‟: the second modern foreign language
French, German or Spanish
The economical value of a good functioning Rooms Division
department is very important for the hospitality industry. Hospitality
however goes further and is of unmistakable value in the current
society. For a future manager, know-how of the Rooms Division
departments is essential to enable successful functioning in a
successful „hospitable‟ organisation. The trends and developments,
influences and understanding for hospitality are indispensable in the
(inter)national hospitality industry.
PBL, lectures, workshops, guest lectures, consultation hours, practical
training
Assessment
Written module assignment, practice and PBL participation, module
test and the progress test.
Part 2 Hotel Management Study Guide 2011-2012 33

Guest Experience
Module coordinator(s) Mrs. M.L. van Baarle and Mr. S. Yücedag
Study load 336
European Credits 12
Desired entry level Admission policy IHM
Module objectives After participating in this module, you should be able to have reached
the following objectives:
General objectives
Describe the factors that play a role in quality and describe the way in
which quality can be improved.
Demonstrate the ability to address a complex issue analytically.
Recognise the wishes and needs of (international) guests from
different backgrounds by their verbal and non-verbal communication
and respond to these in an adequate way in various situations.
Describe the consequences of the core values for own managerial and
entrepreneurial behaviour.
Minimise problems due to the cultural differences and cultures
influences on people when they change their cultural environment.
Write a proper report in correct, appropriate English
Marketing objectives
Apply methods and techniques to the process of service delivery in
order to satisfy the guest.
Describe and apply the basic theories, concepts and principles of
practice from the generic management area of marketing
Utilise appropriate information in order to design and justify solutions
to case study problems
Research objectives
Methodically perform limited research.
Analyse and interpret consumer data using information technology.
English objectives
Describe and apply markers of formal English in both written and oral
work
Demonstrate a familiarity with upper intermediate business
terminology by showing an understanding of the terms and being able
to use them appropriately
Present arguments in written and verbal forms using English
effectively and applying referencing conventions accurately
Module content The complexity of the daily interactions between the service provider,
suppliers and guests makes hospitality management a complicated
job, in which many different subjects are integrated with each other.
This module will provide the first-year students with the knowledge
and skills necessary to be prepared to operate satisfactorily in the
hospitality industry. Besides the skills to deal with changing guest
attitudes, complaints or reflecting on one‟s own behaviour, basic
knowledge about understanding and writing the core of a marketing
plan forms the content of this module.
When you visit a hospitality company in order to observe and
experience its way of serving, you have to be able to identify the
different stages of the whole process. To assess the company‟s
service, you need to recognise and apply certain hospitality
dimensions and determinants. In doing so, you form an objective
opinion.
Educational methods PBL, lectures, workshops, guest lectures, consultation hours
Participation, Oral presentation, Portfolio, Module Assignment, Short
Assessment
Answer Tests, Progress Test
Part 2 Hotel Management Study Guide 2011-2012 34

Resources
Module coordinator(s) Mr. J. de Windt/ Mrs. C. Scheffer
Study load 336
European Credits 12
Desired entry level Admission policy IHM
Module objectives After participating in this module, students should be able to:
HRM/ Management
1. Describe what a manager is, what he does, what roles he can play
and what leadership styles there are.
2. Explain the concept of HRM, and describe some HRM models and
the difference between HRM and personnel management.
3. Apply motivation theories in real situations and explain how the
job and organisational context affect motivation and performance.
4. Describe the elements of a personnel plan.
5. Describe different techniques to plan personnel needs and apply
efficient ways of recruiting and selecting new personnel including
the design of an orientation programme for new employees.
6. Identify the importance of a good policy concerning human
resources and draw up quality criteria for the service delivery.
7. Explain how a manager can influence the profitability of his
company by influencing employee satisfaction, recognising various
elements involved in employee compensation: pay, incentives,
and benefits.
Intercultural Management
8. Explain the concept of (company) culture.
9. Recognise your own norms and values, understand that these are
culturally biased and understand the different motives and visions
of managing diversity.
Book keeping
10. Describe different aspects of financial accounting: balance sheet
and income statement, simple bookkeeping cycle and VAT; and be
able to apply these aspects in hospitality
situations.
11. Give an overview of general economics: producer behaviour,
markets, economic system
and consumer behaviour
12. Explain the management of private budgets: operational
budgeting.
International/Dutch Law
13. List the various sources and categories of law with particular
reference to Contract Law.
14. List the various legal forms of organisation and collaboration
15. Demonstrate awareness of the historical context of the EU, its
institutions and legal system, and the relation between EU and
domestic law.
16. Demonstrate awareness of legal issues relating to the Four
Freedoms, in particular, the freedom of workers and environmental
law.
English Communication
17. Communicate in formal business English in a (non-) verbally
effective manner, fitting in a specific situation.
PBL Support and Communication (COMEX)
18. Apply different PBL related/intercultural communication skills.
The module Resources focuses on the resources of any type of
organisation, but the resources of the hospitality organisation in
particular. These resources are the human resources, economicfinancial,
organisational and environmental aspects of management.
Here one can think of the legal form of the organisation, the
Part 2 Hotel Management Study Guide 2011-2012 35

organisation of the different departments (management,
organisational structure), but also of supporting systems in the field of
administration and finance. The employees of the organisation may
not be forgotten: they are one of the most important resources of an
organisation (human resource management). Furthermore, an
organisation should comply with statutory regulations, which have its
influences on the organisation.
Different trends and developments in the hospitality industry influence
the way a manager operates and makes his decisions. For example,
managing cultural diversity asks for a basic knowledge regarding
attitude, behaviour, skills and image of the employees of different
cultures. Modern managers should create circumstances under which
all of their employees could be successful: modern managers, coach,
guide and delegate the way to success. And especially in the
hospitality industry, human capital is one of the most important
resources: the employees are the „personal touch‟. The ageing of the
population is an important social trend as well. This trend asks for a
different approach in offering services.
The financial function is moving, which means that financial managers
should have a lot of knowledge and skills in order to keep producing
an added value to the organisation. The module „Resources‟ will
provide students with the basic knowledge and skills regarding
finances.
Assesment PBL, Communication, Module Assignment, Module Test
Format Participation, Report, Oral Exam, Test
Part 2 Hotel Management Study Guide 2011-2012 36

2B.5 Curriculum for the second year of study at IHM
Team leader Year 2: Mr. H. Jippes
Module coordinators:
Performing Daily Operations (PD) Mrs. P. Wienia and Mr. H.Singh
Planning (PL) Mr. F. Swint
Controlling & Evaluating (CE) Mr. J. Coerts and Mrs. K. Schagen
Intern. Business Communication (IBC) Mrs. W. Bijsterbosch / Mrs. K. Faber / Mrs. N.
Haagsma / Mrs. M van der Weij
As the modules are offered in every module period, the sequence varies.
Performing Daily Operations
Module coordinator(s) Mrs. P. Wienia and Mr. H. Singh
Study load 336
European Credits 12
Desired entry level Admitted to the IHM main phase
Successful completion of first year practice modules F&B and RD or
minimum of 40 hours orientation in Stenden university Hotel.
Module objectives After participating in this module, the student should be able to:
1. handle registration systems (IT) for auditing processes in different
departments.
2. demonstrate different leadership styles.
3. apply the efficient way of selection, appraisal and give feedback to
employees.
4. deal with different national and organisational cultures at work
place.
5. motivate and coach employees in daily situation.
6. estimate salary scales linked to Collective Labour Agreement
(CLA).
7. distinguish the critical points of the (service) processes in different
departments systematically.
8. illustrate managerial competencies in operational level, service
processes and quality management.
9. indicate application of environmental issues in the hospitality
industry.
10. apply the Dutch Occupational Health and Safety Act (ARBO
wet) factors linked to the company‟s production process.
11. analyse health and safety issues in different departments related
to external environments in a weekly overview.
12. audit and control Standard Operation Procedures in the hospitality
industry.
13. decide whether the company uses outsourcing in various
activities.
14. build up financial overview in a sense of profit and lost in the
different departments.
15. develop internal and external marketing tools that can maximise
revenue in the hospitality industry.
16. evaluate and implement processes of forecasting and actual
performance of different departments in the hospitality industry.
17. demonstrate in his entrepreneurial behaviour- and in CBL- the
ability to apply the universal core values in practise.
Module content The module Performing Daily Operations is aimed at the development
of managerial skills for the present hospitality industry. The emphasis
will be on a multidisciplinary approach to the monitoring, leading,
control and evaluation of the operational process with in a hotel and
the topics of interest are:
using all the prospects the market is offering;
steering the revenue by aligning the hotel to its market
positioning statement;
taking better decisions on daily operations;
implementing basic revenue management tactics;
using financial reports for critical decision making;
studying the market and the financial feasibility of revenueproducing
investments;
Part 2 Hotel Management Study Guide 2011-2012 37

leading employees in a department;
applying different interview techniques;
understanding the ethical dilemmas related to hospitality
operations;
self-management as a pre-requisite to managing others.
The module assignment is based on the management game HOTS.
The practical training is offered in a week on week off construction
and is focused on routine wise running the day-to-day operations of a
department.
Educational methods
PBL, lectures, workshops, guest lectures, consultation hours, practical
training
Assessment Module assignment, short answer test, participation and Progress Test
Controlling & Evaluating
Module coordinator(s) Mr. J. Coerts and Mrs. K. Schagen
Study load 336
European Credits 12
Desired entry level Admitted to the IHM main phase
Module objectives General:
1. Function within a management team (Real World Learning).
2. To perform as an advisor and present your business improvement
recommendation to a management team (real world learning).
Finance:
3. Interpret and analyse the various hospitality financial statements
(balance sheets, income statements, cash flow statements,
ratios).
4. Constructing sound business cases.
5. Understand the basics of cash management.
6. Interpret and equally design effective control systems within
hospitality operations.
Strategic:
7. Conduct a SWOT and TOWS analysis.
Research:
8. Execute investigations and research within hospitality operations
using basic statistical tools.
9. Collect and analyse data for management decision-making using
SPSS and Excel
Sustainability:
10. Influence operating results by applying sustainable environmental
management techniques.
Law
11. Assess the legal consequences of the non- or partial performance
of a contract.
12. Indicate how, in the legal sense, non-paying debtors are dealt
with.
13. Describe the ways in which the government raises funds through
the levying of taxes;
14. Demonstrate in both managerial and entrepreneurial behaviour
and within the PBL sessions the ability to practice Value driven
leadership.
HRM
15. Understand the effects of ICT trends on the HRM functions in
companies.
Intercultural Management
16. Describe the aspects of intercultural management found in the
different hospitality management roles.
Module content "The key to a successful hospitality organisation is professional and
efficient operations with universal core values as a foundation".
The module focuses on the monitoring, control and evaluation of the
daily activities of a manager within a hospitality organisation. As
exemplified in the above quotation, success lies in the professionalism
Part 2 Hotel Management Study Guide 2011-2012 38

and efficiency with which the daily management decisions are focused
on the core business without forgetting the general sustenance of
people and the world at large.
In this module, professionalism and efficiency will be supported by the
managerial and entrepreneurial core values that have been derived
from a lot of different sources. These core values include excellence in
service and hospitality, creativity, teamwork, respect, integrity
(authentic, reliable, and constructive), compassion/social benefit,
joy/pride and personal and environmental responsibility.
For the hospitality organisation to offer superior standards of service,
constant monitoring, control and evaluation are thus called for. This is
looked into through the review of the organisation‟s financial and
marketing plans and the monitoring of key management and
personnel performance indicators.
As clearly stated in the rationale for second year studies in the IHM,
“one important aspect is „control‟ of the organisation” in which you
should be able to consider and achieve the efficacy of the services
offered by the organisation at the management level. For this to be
made possible, you are called upon within this module not only to gain
those requisite skills but additionally and very importantly acquire and
be able to use the well tested self-management principles established
by Covey. Success in self-management is an indisputable foundation
stone in becoming a successful manager in today‟s business world.
Educational methods PBL, lectures, workshops, guest lectures, consultation hours
Assessment Module assignment, short answer test, participation, progress test
Part 2 Hotel Management Study Guide 2011-2012 39

Planning
Module coordinator Mr. F. Swint
Study load 336
European Credits 12
Desired entry level Admitted to the IHM main phase
Module objectives After participating in this module, a student should be able to:
1. Describe the service marketing concept of the company.
2. Interpret marketing concepts and the way these can be
translated into operations design and planning.
3. Explain different types of internal processes of all departments
and can relate these to the service marketing concept of the
company.
4. Produce appropriate data for management decisions on
operations and innovations.
5. Explain the complexity of the daily operations (based on a real
life case); distinguish the different topics in it and to
demonstrate a comprehensive solution.
6. Execute a variety of creative and problem solving techniques.
7. Construct guest/client relationship management programs and
develop plans to implement these.
8. Evaluate management decisions with regard to the sustainability
of HR aspects of the organization.
9. Reflect on the legal consequences of innovations.
10. Execute project management techniques, including a feasibility
study.
11. Judge the financial consequences of an innovation in a company.
12. Exercise the appropriate techniques to plan capacity, and to
manage revenue.
13. Exercise the appropriate techniques to forecast aspects of daily
operations.
14. Identify cultural barriers and cultural bias in the daily operations
and to demonstrate how to cope with these.
Module content This module relates the daily operations to the changing environment.
The growing individualisation asks for more individually oriented
products, services and experiences. Service marketing concepts have
to be adjusted to the changing wishes of guests. The main focus of
this module is therefore: “looking from the outside world to the inside
daily operations”.
This includes interpreting trends and developments (inside but also
outside the hospitality industry) and translating these into the
operations design and planning.
A manager must be able to create new services, and judge how these
new services are implemented in her organisation. (From the
perspective of marketing, finance, law, sustainability and research)
Managing capacity is another challenge in the hospitality industry.
Choices need to be made in order to generate a maximum amount of
revenue form a fixed capacity. Future managers need to be equipped
with the right tools to make these choices.
Educational methods PBL, lectures, workshops, consultation hours, management game
participation, written reports, project file, presentation, short answer
Assessment
test
Part 2 Hotel Management Study Guide 2011-2012 40

International Business Communication
Module coordinator(s)
Mrs. K. Faber, Mrs. W. Bijsterbosch, Mrs. N. Haagsma, Mrs. M. van
der Weij
Study load 336
European Credits 12
Desired entry level Admitted to the IHM main phase
Module objectives After participating in this module, the student should be able to:
1. apply the communication model Sender-Message-Receiver.
2. interpret verbal and non-verbal communication in an intercultural
context.
3. understand basic aspects of the culture, values and moral opinions,
history, geography, economy and gastronomy of the relevant
country.
4. describe the hospitality organisation and the hotel chains of the
relevant country.
5. communicate effectively in the departments of a hospitality
organisation on the level of daily operations (mid-management
level).
6. apply sales skills to guest encounters.
7. give an effective presentation.
8. conduct effective negotiations on the level of daily operations
(mid-management level).
9. read and write a business letter and a report.
10. describe the application procedure from both the employee's and
the employer‟s perspective.
11. handle the phases of an application procedure.
12. link core values (i.e. Joy & Pride, Excellence in Service and
Hospitality) to his daily behaviour on the mid-management level).
13. assess his daily behaviour in an international context.
Module content The hospitality industry has become a global business, which is
becoming increasingly important to almost all aspects of the
hospitality industry. Hotel managers and entrepreneurs who want to
be successful will need to be aware of this global dimension and will
have to look beyond the own region or country to the whole world.
Being aware of the international character of the business requires
knowledge, understanding and tolerance. A manager needs to know
about the differences that may exist between cultures and apply this
knowledge in building relationships. He or she also needs to know
about universal core values which contribute to the care of human
beings and the world itself.
The increasingly international component of the hotel industry
demands specific qualities of managers and entrepreneurs, such as
dealing with different foreign languages, different customs, values and
moral opinions. In order to be successful in such an environment a
manager will need excellent communication skills, good command of
foreign languages, intercultural sensitivity and moral judgement.
The module International Business Communication focuses both on a
second modern foreign language and on communication skills since
English is the vehicle language of the curriculum. The program
presents the major communication issues affecting hospitality
business and linguistic skills in the modern foreign language. The
content is strongly linked to the year theme: “Managing daily
operations”. Therefore the exercises and material for study are to be
seen from the perspective of a hotel manager performing on a midmanagement
level in an international environment.
Educational methods Lectures, workshops, consultation hours
Written and oral test, participation (incl. portfolio assignments),
Assessment
progress test (communication)
Part 2 Hotel Management Study Guide 2011-2012 41

2B.6 Curriculum for the third year of study at IHM
Team leader Year 3: Mr. G. Thompson
Module coordinators:
Strategic Hospitality Management Mr. O. Green
Hospitality Operations Management Mr. Wichard Zwaal and Mr. R. van Vuuren
In the third year, two compulsory modules are offered, Strategic Hospitality Management
(SHM) and Hospitality Operations Management (HOM). The Bachelor Dissertation (BD) is
common to both of these modules in that the Dissertation Proposal (BD1), and the Dissertation,
itself (BD2), are segments of the modules. For this reason, these two modules are always
combined during the two semesters in the third year.
The combination works as follows. For the first semester (year three) students are divided into
two streams – A and B. Students in stream A participate in SHM during the first module
period. In the second module period, they will participate in HOM. For the students in stream
B, the sequence is just the opposite. All students in both streams - A and B - follow BD1 in
period 1, and BD 2 in period 2. In the second semester of the year, the two streams are
organised in a similar way.
As the modules are offered in every module period the sequence varies.
The following are extracts from the module books.
Strategic Hospitality Management
Module coordinators: Mr. O. Green/Mrs. Sandy Loup
Study load: 336 SBU
Study Credits: 12 EC
Desired entry level: Admitted to the IHM main phase
Module objectives Strategic Hospitality Management is one of two Capstone Modules
in the semester, and focuses on the processes by which an
organization manages the formulation and implementation of its
strategy(ies). The module introduces the basic concepts of Strategic
Management as they apply to (hospitality) organizations, and
provides an integrating framework within which students are
required to apply concepts, theories, tools, and techniques learned.
Thus, the module helps students to further acquire the knowledge,
skills, and attitude needed for a managerial approach to running
the hospitality organization in today‟s competitive environment.
Scope is provided for students to learn how to analyze “Open
Cases”, as well as how to undertake the systematic, analytical
processes for formulating solutions to problematic strategic issues
relating to the organization.
In particular, this module has four specific aims:
To develop the student‟s ability to think strategically
about a given hospitality/tourism organization, its
business situation, how its strategies can be implemented
and executed successfully, and how it can gain
sustainable competitive advantage.
To facilitate the student‟s understanding of the different
industry, and environmental, contexts and different
competitive situations, and the strategic implications of
these for the organization;
To build on the student‟s skills in conducting a company‟s
strategic analysis;
To enhance the student‟s ability to effectively
communicate the results of analyses, and to provide
appropriate recommendations based on such findings.
Module content Six segments comprise the module, as follows:
Understanding Strategy and Strategic Management looks at the
strategy process as a whole, and includes a comprehensive
Part 2 Hotel Management Study Guide 2011-2012 42

framework of the process around which this phase is structured.
This part also includes discussion on the business model, value
proposition, mission, goals, strategic objectives.
Strategic Analysis looks at three distinct, but clearly related,
approaches to strategy: market- or opportunity driven; resourcebased;
and competitor influenced strategic management. Part two
includes a number of tools and techniques which help the student
to understand the current competitive situation. It also looks at
strategic positioning and competitive advantage, and includes
discussions on strategic success, culture and values. Culture is an
important topic as it helps to determine how strategies and changes
are determined and implemented.
Strategy Creation and Choice describes and evaluates the different
ways in which strategies are formulated and created. Several
valuable planning models and techniques are discussed.
Entrepreneurship and intrapreneurship are also mentioned.
Strategy Implementation evaluates the issues involved in strategy
implementation. Organizational structures, resource management
and the complexities of managing change are included.
Contemporary Issues in Hospitality focuses on current, up-to-date
issues that impact on modern management practices, as well as
having consequences of a strategic nature, within the industry.
Students will be required to support their expressed opinions on the
issues being discussed, in addition to evaluating the implications
for the hospitality industry.
Student-led seminars will be the discussion platform for these
issues.
The Bachelor Dissertation is an integrated part of the semester. A
student is expected to satisfactorily complete a directed research
project on a topic germain to the industry under the guidance of an
assigned supervisor
Educational methods: CBL, lectures, workshops, guest lectures, student led seminars and
individual study.
CBL Discussions (Participation); Student-led seminars; Interim
Assessment
tests; Case reports; Presentations; End of module test.
2B.6.1 Curriculum for the minors at IHM (Year 3)
Next to the two compulsory modules in year three, „Strategic Hospitality Management‟ and
Hospitality Operations Management‟, a set of minors are offered. These minors offer the student
the possibility to study a certain subject to which special interest appeals. Instead of partaking
in the minor program a student can also choose to enter into an exchange program at an
Institute for higher education or university abroad.
Every academic year is divided in 4 module periods. If a student completes the minor(s)
successfully the following will be awarded: 2 minors for 15 EC each or one minor for 30 EC. The
student chooses independently from the minors offered. Enrolling for the minors is done via a
computer program in the month of April preceding the academic year in which the minors will
be taken. The student is free their choice of sequence of modules although it is advised to take
the two compulsory modules subsequently. Based on the ultimate enrolments the decision will
be made by the educational institute which minors will be offered. If circumstances so dictate,
the educational institute is entitled to modify individual student planning of the 3 rd year
modules.
Detailed information about the minors and a description of each minor can ben found on the
Stenden Intranet. Click „M‟ in the A-Z index and scroll down to minors.
Part 2 Hotel Management Study Guide 2011-2012 43

Hospitality Operations Management
Module coordinators: Mr. Wichard Zwaal, Mr. Rob van Vuuren
Study load: 336 SBU
Study Credits: 12 EC
Desired entry level: Admitted to the IHM main phase
Module objectives The student demonstrates the ability to:
1. apply the following operations research techniques (department
audit, process analysis and productivity measurement) in a
department of Stenden University Hotel or another affiliated
company ;
2. apply the Balanced Score Card principles in order to become an
excellent organisation;
3. apply project management techniques for a possible hospitality
project in Stenden University Hotel or another affiliated
company;
4. manage a department (POLC) in Stenden University Hotel or
another affiliated company, setting clear goals, organising staff
and other resources, coaching staff, providing feedback,
controlling and evaluating the performance, maintaining and
securing the ISO-9001 quality standards;
5. manage effectively and productively cultural diversity;
6. promote sustainable success in service business through value
driven leadership;
7. work effectively in a team.
Module content: Every student is held responsible for the operational management
of a business unit, outlet or department of the Wyswert Holding.
Every other week students are either on-stage, working in the
Stenden University Hotel, or off-stage studying the issues raised in
practice. Both the work experience in practice and the work-based
learning experiences in school are aimed at enhancing relevant IHM
competencies. In the off-stage weeks, students will also work on
their Hospitality Research Project(BD).
Educational methods: CBL, skills labs, guest lectures, practical training and self-study.
Assessment Module assignment, participation
Part 2 Hotel Management Study Guide 2011-2012 44

2B.7 Curriculum of the fourth year of study at IHM
Team leader Year 4: Mrs. P. Nairn
The educational program of the fourth study year has been reserved completely for the
industrial placement. This compulsory practice year consists of two parts: the industrial
placement itself and the project integrated in this practice period.
The period consists of 42 weeks practise with a study load of 60 EC, including 240 SLH for the
project.
Industrial Placement
Team leader Mrs. P. Nairn
Study load 1680 hours (15% to be reserved for the project)
European Credits 60
Entry level IHM students:
120 EC‟s
Foundation year certificate
All 2 nd year credits with the exception of the progress test.
8 company presentations (2 nd year) and 2 guest lectures
(2 nd year)
Fast track and (MHS) short track routes have different criteria.
Please check with the coordinator or refer to the Industrial
Placement module book
Module content The industrial placement provides a way for the student to
experience the major field of study prior to graduation. It is an
excellent way to build on the knowledge and skills gained during the
first 3 years of the curriculum. During this period the competencies
as outlined in the domain competences and industrial placement
objectives are assessed. Internships provide the student with a
chance to put theory into practice and to gain "hands-on"
experience that will be of benefit in a managerial role once (s)he
has graduated.
The student is able to discover the complexity of real life situations,
but also to appreciate the effect of his/her own behaviour and work.
Further, it is a strategic avenue for the student to becoming
employed by the company following graduation.
The industrial placement also enables the student to establish an
industry network.
The 10-month internship is spent in leading hotel organisations or
related organisations around the world. A limited number of
students may do their internship in the humanitarian field or the
cruise industry if they have completed their minors in these areas.
During the placement, the student will complete an individual
Management Project commissioned by the host company. For the
project, the student will need to use the research skills developed
during the writing of the Hospitality Research Project in
the third year. The project should include a literature review,
problem statement and questions, a description of the methods
used, research results and conclusions and recommendations for
the company. At the end of the placement, a presentation of the
project should be given to the Management of the host company.
The project provides additional information for placement mentors
and lecturers on trends and developments in the industry which can
be used in updating and revising the curriculum.
Educational methods Traineeship
Assessment Introductory meeting, four progress reports and one final report,
competence assessments by host company, the Management
Project report, completing the required number of weeks & an
evaluation of the entire placement period. The Management Project
proposal is approved by the placement company, the IHM
placement mentor and a second assessor. The final Management
Project report is graded by the company but the final grading rests
with the placement mentor and 2nd assessor.
Part 2 Hotel Management Study Guide 2011-2012 45

After completing the industrial placement, the student is able to:
1. Contribute to creating the hospitality experience within the organisational concept of the
host company, in such a way that the process (at least) lives up to the wishes and
expectations of (potential) guests.
2. Follow changes and trends in the external environment and start the development of
relations, networks and chains.
3. Analyse the policy issues that are related to the project(s) commissioned by the host
company, translate these issues into objectives and give recommendations for decision
making.
4. Implement the aspects of Human Resource Management that are relevant for the function
(e.g. compliance with working conditions, training, appraisals, prevention of absenteeism,
motivation of employees etc.)
5. Independently improvise and anticipate in different situations, analysing the company or
organisational processes that are at the base of these situations and come forward with
ideas to improve these processes within the host company.
6. Seek all relevant information when trying to understand problems or issues, understand and
draw logical and correct inferences from a wide range of business-related written and
numerical information.
7. Prepare for and deal with changes inside the organisation, maintaining a flexible and
positive attitude. If applicable, implement change processes inherent to the project
commissioned by the host company and guide this change process.
8. Contribute to the development of new products and services in an independent and
enterprising way.
9. Demonstrate effective social competencies in dealing with guests, colleagues, subordinates,
managers and other stakeholders.
10. Communicate effectively (oral and written) at all levels in the common business language.
11. To steer and regulate personal development with regard to learning, result-oriented work,
taking initiative, operating independently and flexibly in the various situations that occur
during the industrial placement.
12. Apply the universal core values in own daily (operational management) behaviour and to
entrepreneurial action in the hospitality industry.
13. Effectively identify and handle cultural differences within an (inter)national team.
2B.8 Career Development
2B.8.1 Career Development Programme
The career development programme supports the preparation for a future professional. The
programme is mainly offered during regular modules.
A student will learn more about his/her personal strengths and development points and how to
manage oneself; will gain specific knowledge about the industry and finally prepare the start of
an industrial placement/internship period in the fourth year. The programme activities are
derived from or related to competence 10 of the Educational Professional Profile of IHM which
aims at managing oneself in a professional environment. The tangible product of this
programme is a personal career portfolio.
Staff involvement in the Career Development Programme
Career development coordinators: Mrs. H. Assen
Study career coach: monitors student‟s progress and provides on a regular basis feedback
on competence development and career portfolio.
Coordinator Study career coaching: monitors the process of study career coaching and gives
support to the study career coaches.
IHM tutor starts up and assesses career development programme activities, provides
feedback on development in PBL.
IHM lecturers give workshops on Covey and application training.
IHM placement office: responsible for organizing company presentations, application
procedures and the final match „student-internship placement‟.
2B.8.2 The role of the career portfolio within the Career Development Programme
Generally speaking, a portfolio is a carefully compiled document that includes all kind of
information about a person: the IHM career portfolio consists of information which is obligatory
for all students in combination with information which is chosen by the student him or herself.
Therefore the career portfolio shows a students‟ competence development and a selection can
be used as a showcase for application procedures.
Part 2 Hotel Management Study Guide 2011-2012 46

Expected attitude towards the Career Development Programme
A student should show personal engagement to carry out the Career Development Programme
as it benefits his competence development.
2B.8.3 Assessment Career Development Programme
Al students receive additional information which can be found on Blackboard, Career
development. The activities of the Career Development Programme count for three European
credits per academic year. The Study career coach is responsible for assigning these credits.
In order to participate in the industrial placement procedures students must have rounded of
the second year Career Development Programme and have a positive advice from their Study
career coach. All criteria for entering are listed in the module book Industrial Placement IHM.
2B.8.4 Study career coach
A Study career coach is a lecturer in the Education of International Hotel Management. He or
she supports the students‟ professional and personal development, provides students with
feedback and gives a helping hand where necessary. The Study career coach knows the ins and
outs of the course, has knowledge of the professional field students are trained for and knows
the requirements that have to be met by a starting professional.
Three individual meetings are held between the student and their Study career coach in the
Foundation Phase:
A welcome in the first module;
a progress meeting after the first semester;
a meeting in the final phase of the second semester or after the end of the semester.
The meetings in the Foundation Phase focus on:
adjusting (from pre-education) to a higher professional education and IHM‟s educational
system;
study skills, attitude towards education and study performance;
attitude towards working in groups;
course choices, moving up to the Post-Foundation Phase, and study advice;
personal review;
career planning;
personal thoughts about the structure and organisation of the training.
In the Post-Foundation Phase, a progress meeting is held each semester. The students prepare
for the meetings using a reflection form. Participation in the meetings is compulsory; if a
student has not participated, he/she may have to perform a replacement assignment.
The meetings in the Post-Foundation Phase focus on:
the individuals‟ development during the training;
personal review;
career planning;
preparation for choosing an industrial placement (visit to an alumnus).
The Study career coach also acts as the primary contact for:
advice on general problems hindering study progress;
information about the organisation and curriculum;
advice about personal circumstances and illness.
For urgent problems, the Study Career Coach refers the student to the Coordinator Student
Support. Students are urgently asked to contact the Coordinator Student Support if:
their study progress is hindered by a long illness or other personal problems;
they intend to leave the course prematurely
they experience problems with their Study Career Coach.
Meetings are held by appointment only. The Study Career Coach will start a student file with
personal details, study results, and meeting notes. This information is strictly private and will
not be handed to third parties without the students‟ consent.
Students who intend to leave the course prematurely must obtain a de-registration form at the
Information Centre. After filling in the form, they are to see their Study Career Coach and the
Coordinator Student Support concerned for a compulsory exit-interview.
Part 2 Hotel Management Study Guide 2011-2012 47

Learning Communities:
Study Career Coaches (3 or 4) and students (40 till 60) form a Learning Community.
A Learning community is a group of people who share the same goals, are actively engaged in
learning together and from one another.
Students and coaches will meet in so called “housemeetings”. Together they develop practice
related, academic related and social related activities.
2B.9 Progress test
Progress tests are a form of testing to measure the study progress and knowledge development
during the three theoretical years. The set questions in these tests reflect the level of the
programme objectives. The tests help students gain insight in the strengths and weaknesses of
their knowledge level.
The test consists of 200 questions, either true/false or multiple choice. Per study year, a
minimum number of questions from every discipline or subject have to be answered. It is
important to know that every incorrect answer will be subtracted from the total of correct
answers.
For each study year, the year norm has to be achieved. If the year norm is achieved in the first
test, you do not have to take any other tests during the year. However, we strongly recommend
taking part in all four tests so that the individual knowledge level can be monitored and
development areas identified.
The year norm is 65% of the minimum number of questions answered. It is not possible to
achieve the year norm in advance. For example it will not be possible for you to get points in
advance for the 3 rd year test while still in the 2 nd year.
Norm per test
Norm Minimum number of
questions
Norm: correct minus
incorrect: 20%
(correct: 60%)*)
Norm: correct minus
incorrect: 30%
(correct: 65%)
1st year 40 8 3
1st year 40 12 3
2nd year 70 21 6
3rd year 100 30 3
First year students need to try and reach the year norm in the 1 st test.
*) However, if a student scores between 8 and 12, then 3 study credits will be awarded.
Study
credits
Please note: You need to sign in for each test in advance via ProgRESS. ProgRESS can be
accessed via the University‟s Intranet. The sign in times will be published beforehand on the
Blackboard course „Progress Test IHM‟. After the closing date it will no longer be possible to sign
in or participate in the test.
Progress test schedule for 2011/2012
Module Week Date
1 1.7 October 25 th , 26 th , and 27 th 2011
2 2.7 January 10 th , 11 th , and 12 th 2012
3 3.7 March 27 th , 28 th , and 29 th 2012
4 4.7 June 5 th , 6 th , and 7 th 2012
All information on testing may be subject to change during 2011/2012. Changes will be
published in advance via Stenden Intranet and the Blackboard course „Progress Test IHM‟.
Part 2 Hotel Management Study Guide 2011-2012 48

2B.10.1 Internal Services Stenden University Hotel
Every student needs to obtain 1 credit for Internal Services in the learning company Stenden
University Hotel. This credit can only be obtained in the assessment week when you are doing
the second year practical module 4 . You will be scheduled for this credit by Stenden University
Hotel.
2B.10.2 Participation Study Start Week and Host Programme
Participation in the Study Start Week and Host Programme is obligatory for every new student
who starts in the first or the second year of the IHM programme. The duration of the Host
Programme will be 1 semester.
The total programme will be awarded by 1 credit.
2B.10.3 Elective Credits
Every student needs to get 4 elective credits, two credits in the first year and two credits in the
second year. Examples of activities by which elective credits can be gained (but of course, there
are more possibilities):
Participating in Stenden University Hotel for 28 hours per credit in one of the study weeks.
This will be scheduled by Stenden University Hotel. Students can sign up at the IHM Front
Desk by filling in the ISP application form that is offered at the IHM Intranet and on
Blackboard and by handing it in at the IHM Front Desk. Your shifts for these credit(s) have
to be registered via the Credit Registration Form, which is also available at the IHM Intranet
and on Blackboard.
Activities in the executive board of a student association like Io Vivat. The chairman of the
student association gives the IHM dean a list with names, activities and credits. The dean
signs this list and gives it to the IHM Service Desk.
Activities as a member of the StuRa. The chairman of the StuRa gives the IHM dean a list
with names, activities and credits. The dean signs this list and gives it to the IHM Service
Desk.
Activities as a member of the Stenden University Hogeschoolraad (council).
Activities as a member of IHM Deelraad (IHM council).
Activities as a member of the IHM Opleidingscommissie.
PR activities for IHM. Contact person is Mr A. Keizer.
Quality activities for IHM (coordination of evaluations). Contact person is Mrs C. Meijer or
the module coordinator of your module for further information.
Be a host. You will get 2 elective credits.
Participation in the placement work group.
Participation in the Promo Team (promotion activities).
Activities for Stenden Meeting-U (Conference Office).
Modern Foreign Language 3.
Culture Club.
Activity committee of your house (learning community).
Selection days.
Individual activities. Students can choose activities that strengthen their personal
competencies; they may not be paid for their work! Examples of such activities are:
o Research projects for the ISM
o Member of the Placement Workgroup (stage werkgroep)
o IHM Sports Committee: organising sports events
o Member of committees and workgroups within the various student associations
o General member or member of the executive board of “Leeuwarder Student Pastorate”
o Member of executive board of “Dionysus” wine society
o Member of executive board of FREC
o Several activities as mentioned in the Stenden Times or at the Stenden intranet
o Projects for lecturers (discuss with individual lecturer)
o Own proposal (discuss with study career coach/personal coach)
4 Students who are doing the Fast Track MHS will get an exemption for Internal Services Stenden University
Hotel second year, because they also have an exemption for the second year practical module.
Part 2 Hotel Management Study Guide 2011-2012 49

Procedure Elective credits
Modern Foreign Language 3
Students are informed about this course via the Stenden Times, Intranet and e-mail. Only when
the students pass the closing test and have participated sufficiently, they obtain a certain
amount of EC. The person responsible for the different foreign languages will give the points to
the Service Desk (and they register them in ProgRESS).We charge from students a fee
(approximately half of the costs).
Culture Club
The chairman of the Culture Club organisation gives the IHM dean a list with names, activities
and credits. The director signs this list and gives it to the IHM Service Desk. The Service Desk
will send the credits to ProgRESS.
Individual activities
The student consults his study career coach, decides which competencies he wants to practice
and strengthen and on basis of this he chooses an activity. The student fills in the proposal (see
Blackboard at IHM Exam Committee ) and lets it sign by his study career coach. After the
activity has taken place, the student writes a report of 1 A4 maximum and hands it in at his
study career coach. The last one gives the credits to the student and to the Service Desk. The
Service Desk gives the credits to ProgRESS.
Reports of undertaken activities are added to the student‟s portfolio.
Additional information
One credit stands for an effort of 28 hours: preparing and performing the activity and writing an
evaluation report.
It is not possible to connect different, unrelated activities that add up to 28 hours (or a multiple
of 28 hours) to gain an elective credit.
A student can gain more elective credits than is obligatory.
Extra credits will be registered in ProgRESS and will be added to the total amount of credits.
Students who perform extra activities for the IHM institute can be rewarded with a certificate of
commitment.
The activity should not be paid for.
The activity should be performed in principle with a minimum of or without coaching of a
lecturer.
The evaluation report is being discussed with the personal coach through the student‟s portfolio.
2C Study progress policy
2C.1 IHM Exam Committee
Introduction
IHM has an Exam Committee. The Examination Regulations of Stenden University (see Student
Regulations, Part 1) and the Module Examination Regulations of IHM (in this study guide)
describe the tasks and responsibilities of the Exam Committee. In short: the IHM Exam
Committee is the institution at IHM that will determine in a neutral and competent way if a
student meets the requirements of the Education and Exam Regulations to get the degree of
Bachelor in Business Administration (BBA) in Hotel Management.
The Exam Committee has 5 members: a chairman, a secretary and three other members.
The Exam Committee has a meeting three times per module period: Tuesdays in week 2, 5 and
8.
Once per month a graduation meeting is held in which the Exam Committee determines which
students have graduated and which students have passed their foundation year.
Formal requirements requests to the IHM Exam Committee
1. Requests to the exam committee must be handed in to the secretary of the committee
or in his absence to the secretariat of the Education one calendar week before the
meeting date. The meeting dates of the exam committee are published in this study
guide. Letters that are handed in too late, will automatically be put on the Exam
Committee‟s agenda of their next meeting.
2. For this request, a student must use the form published on the IHM Intranet or on
Blackboard (see 2C.4). This form must be filled out on a computer, type written or
printed and supplied with the necessary appendices and the student‟s signature.
3. Requests for the exam committee must be formulated and motivated in a clear lucid
way.
4. Requests that do not meet or meet in full the provisions of section 2 will not be
accepted. Also, handwritten requests will not be accepted.
Part 2 Hotel Management Study Guide 2011-2012 50

5. Requests can be given to the IHM Exam Committee on paper or by e-mail; students
have to use the form from IHM Intranet or Blackboard (see 2.) The e-mail address of
the IHM Exam Committee is: examcommitteeihm@stenden.com.
6. Requests to the Exam committee regarding a module must be in the possession of the
Exam Committee 10 school days at the latest following the publication of the regular
test opportunity result (not being a resit). A corresponding regulation is applicable to
other exam sections.
7. A decision of the Exam committee is made known to the student, in writing or digitally,
within 15 school days after the exam committee discussed the student‟s request in her
meeting. If solidly formulated this period can be extended with 5 school days.
Meeting schedule Exam Committee IHM, study year 2011-2012
The exam committee meets every Tuesday in the second, fifth and eighth week of a module
period, except in module period 5 when the committee meets in the first and the last week.
Propaedeutics certificate and Diploma Hotel Management
Determination of students who have passed the foundation phase or who have graduated takes
place every third Wednesday of the month, except for the months July and August. In July
students can graduate on the second Wednesday of that month and in August on the first school
day after August 25 th .
If you want to get your propaedeutics certificate, you have to send a request form (see IHM
Intranet or Blackboard - IHM Exam Committee) to the IHM Exam Committee.
If you want to graduate, you have to send a graduation request (form: see IHM Intranet or
Blackboard – IHM Exam Committee) to the Exam Committee, at the latest two weeks before the
graduation date.
Handing out of propaedeutics certificates
In autumn 2011 a hand out of the foundation certificates will be organised for those students
who have obtained all their credits of the foundation phase within the first year.
Graduation ceremony
On the following dates students can receive their certificate for the degree of Bachelor in
Business Administration (BBA) in Hotel Management:
30 September 2011
4 November 2011
25 November 2011
The days on which a graduation ceremony will take place in 2012 are not known yet.
Dates of tests and hand-in moments of assignments academic year 2011-2012
The IHM Academic Calendar with all dates regarding hand-in moments of module assignments is
put at the disposal of each student at the beginning of the academic year 2011-2012.
All test dates are published on Stenden Intranet.
2C.2 Awarding and processing of credits
The various educational activities of the IHM programme are awarded with credits. IHM uses the
European Credit Transfer System (ECTS) where credits are given in units EC (European Credit).
1 EC stands for a study load of 28 hours.
The Exam Committee has final responsibility for the awarding of credits. As soon as the results
of examination parts are known, they will be published as temporary results, but no rights can
be derived from these temporary results (refer to Module Examination Regulations).
The procedure below is used to award and process the credits.
The (module) coordinator keeps track of the credits of an educational activity. The
names of the responsible (module) coordinators are mentioned in the description
of the individual educational activity.
The (module) coordinator informs the IHM Service Desk of the credits when an
educational activity has been completed.
The study monitoring system ProgRESS processes the information.
Every student has access to ProgRESS through the Stenden Hogeschool network.
Part 2 Hotel Management Study Guide 2011-2012 51

2C.3 Finishing Touch Programme
The Finishing Touch (FT) Programme is designed for IHM students who studied longer than
originally intended and who are still motivated to graduate.
The programme is meant for students who want to finish their studies, who are registered as a
student and who:
finished their intern-ship successfully at least 4 months earlier, who did not make enough
progress with their Business Improvement Plan and who have no other unfinished
business in their study programme
are studying more than 4 years and 4 months (in case of a 4 year study programme) and
miss no more than 30 EC or;
who are referred to the programme by the IHM Exam Committee.
In all cases the student should have made use of all the possibilities offered by the standard
study programme in the previous period (should have participated twice in each module, used
all re-sit and other possibilities).
The Finishing Touch programme focuses on the completion of an integral assignment covering
all missing elements in a study programme (except the progress test). The assignment is tailor
made and meets the standards of the IHM Curriculum. The programme contains individual
supervision and guidance – until standards are met and the student graduates.
2C.4 Where can you find a form?
The forms
Cum laude request for propedeuse (foundation year) and graduation
Foundation Phase certificate request
Graduation request
Second opinion
Request IHM Exam Committee / Dutch: Verzoek Examencommissie IHM
can be found on:
Blackboard – IHM Exam Committee – Course Documents – Requests to the Exam Committee,
The forms
Elective credit
Internal Services Stenden Hotel
can be found on:
Blackboard – IHM Exam Committee – Course Documents – Extracurricular Credits,
2D Module Exam Regulations International Hotel Management, 2010/2011
The purpose of the Module Exam Regulations (MER) is to regulate the general course of events
concerning the (module) exams, in order to determine the study progress of the student and/or
if the student can be admitted into the main phase and the graduation phase of the education.
The Article numbers refer to the Stenden Exam Regulations. The paragraph's under the articles
form a detailed specification of the relevant article in the exam regulation. It is therefore wise to
always first read the articles concerned in the Stenden Exam Regulations.
Please note the following:
There is a possiblity that IHM will convert to a digital testing system during the current
academic year. If because of this implementation the articles on testing of this regulation must
be adjusted it will be published on the IHM Intranet of Stenden University.
Article 1 Glossary of terms used
Academic Calendar A booklet issued by the Service Desk with among other things
hand-in dates of module assignments, publication dates of
results of module exams and test dates.
Academic year 1 September till 31 August of the next calendar year
Admissions Committee Committee concerned with admission requests of students to the
IHM, handles exemption requests regarding all students. This
committee works under responsibility of the IHM exam
committee and needs to justify its actions to the exam
committee.
Blackboard electronic learning surroundings
CAE Competences acquired elsewhere: skills and knowledge
developed and gained in a job or another education, training or
course.
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CBL Case Based Learning
Internship procedure Procedure a student must go through in order to get a internship
company
Front Desk A desk for students where one can ask questions concerning all
matters regarding the IHM education and where one must
excuse oneself for meetings that grant the student participation
points.
IHM International Hotel Management
Official publication Boards Publication boards opposite of the Front Desk on the second
floor.
PBL Problem Based Learning.
ProgRESS Student reference system
Progress Test A test at final level of the education which has a different pass
standard for each study year
Regular chance The module exam that closes a certain module period, belonging
to the module followed in that certain period.
Service Desk The desk where students can hand in assignments for appraisal
and pick up old assignments for resits.
School day All days not designated as (official public) holidays, Saturdays or
Sundays, where Saturdays may only be designated as a
schoolday when used for the purpose of holding examinations
and where Saturdays and Sundays may only be designated as
school days when used as working days in Stenden University
Hotel and in companies during an internship.
Student Support Formal support for international students or students with
prolonged problems.
Furthermore no detailed specifications on the exam regulations.
Article 2 Enrolment in the program
Article 2.1 Placements of students in the modules
par. 1 The Education automatically places the first year students for the modules to follow.
This placement is binding.
par. 2 Every student must put in ones annual planning of the modules in the next academic
year, using ProgRESS.
par. 3 The enrolment period will be announced in advance on Stenden Intranet.
par. 4 If the student‟s planning schedule does not meet the requirements of par. 3. Not
enrolling could result in study delay. The planning schedule is not open for objection
and appeal.
par. 5 The IHM Management Team reserves the right to modify the annual planning of the
students if there are compelling organizational reasons for doing so. In so doing the
IHM Management Team will adhere to the specific order in which some modules must
be taken and will take account of the importance of placement in practical modules.
par. 6 At the beginning of the academic year the student can find ones annual planning in
ProgRESS.
par. 7 Students can follow a certain module only once each course year.
par.8 Students can be placed in a maximum of one module for each module period. Unless
stipulated differently in the study route being followed or stipulated differently by the
Exam Committee.
par.9 Students can follow a certain module twice at the most during their period of studies.
If a student has still failed to pass a module after using all possible resits, the
student can in some cases apply to the exam committee for a module replacement
assignment (article 6.15). If that is not (or no longer) possible, the exam committee
will decide on the principles of equity and fairness on what can be done in respect to
the student.
par.10 The Education places the students following a module in groups. This placement is
binding and can only be objected to in case of exceptional circumstances (e.g.
impediments)
par.11 A student, who wants to change his module planning during the current academic
year, has to submit a motivated request. A “Mutation form module planning” form is
available on the ELO site (BlackBoard-Forming Groups). Per module period the date
for handing in the request at I-Study is Friday week 3 before 9:00am unless
published otherwise on Stenden Intranet .This request will be tested by the Exam
Committee.
par.12 A student who wishes to change choice of language has to submit a well-reasoned
request to the exam committee.
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par.13 A student who is not able to attend a module from the start because of reasons
beyond his control (force majeur), can only be allowed to attend the module if one is
able to start the module concerned at the beginning of the third week at the latest.
par.14 A student can be scheduled during each day of the year into the IHM learning
company. If a student does not wish to yield to this, the student needs to submit a
motivated request to the exam committee.
Article 2.2 Grand Tour®
par. 1 a. Students can do part of the education at one of the Stenden International Branch
Campuses abroad (Grand Tour®)
b. Students who want to do the first module of the second year abroad must meet
the following conditions:
- at least three modules of the foundation year have been passed
- the student must have at his disposal a (conditional) positive binding study
advice as issued at the end of the first year of enrolment
- the study career coach of the student must have delivered a positive advice
c. Students who want to do the second module of the first semester or (a module of)
the second semester or study parts of the third year abroad, must have their
foundation certificate and a positive advice of their study career coach.
Article 2.2 Following elective modules/minors
If a student follows an elective module or a minor at a study program other than the one for
which one is registered, the education and Exam Regulations of the other Education are applied.
Article 3 Institution and tasks of the exam committee
Article 3.1 Decision-making
par. 1 The dean of the Hotel Management education has been authorized by the Executive
Board to appoint the members of the exam committee.
par. 2 The exam committee takes decisions concerning the implementation and the content
of the education regarding a certain module, acting on the advice of the team leader
and the module coordinator(s) concerned.
Article 3.2 Appointing examiners
par. 1 The Hotel Management Exam Committee will appoint the examiners at the beginning
of every academic year.
Article 3.3 Calculation of pass standard for module exams
par. 1 In the module book is indicated how many points a student can acquire, how one can
obtain them and the minimum standards a student has to meet in order to pass the
module.
par. 2 A student has passed the module if one:
- acquired at least 65% of the maximum possible number of points and:
- for each component of the module exam described in the module book (with the
exception of PBL, CBL , effective group work and participation at the practical
department), has obtained a minimum score of 55% of the maximum possible
score for that component of the module exam.
par. 3 The assessing criteria for each component of the module exam are given in the
module book.
par. 4 To calculate the standard for (each component of) the module exam a fraction of half
(0.5) and higher is rounded off upwards to the next higher whole number; is it less
than a half it is rounded off downwards to the next lower whole number.
par. 5 When determining the number of points obtained by a student for (each component
of) the module exam the score is rounded off upwards to a whole number of points.
par. 6 The student‟s results will be put in ProgRESS only in numbers between 1 and 10 with
one decimal. In computing these numbers, they will be rounded off downwards in the
second decimal.
Article 3.4 Calculation of the pass standard for progress tests
par. 1 For the first three years of the study the IHM management determines a year
standard for every year to be obtained in order to pass the progress tests of that
specific year. This year standard equals an obtained correct-score of 70% of the
minimum number of obligatorily test items that must be answered. In the
first/second/third year the student has to respectively answer a minimum of
40/40/70/100 test items.
par. 2 Each year of the study course every student has to obtain at least the minimum of
the yearly standard to qualify for the study points which have been linked to the
Part 2 Hotel Management Study Guide 2011-2012 54

tests of that year. The number of acknowledgeable credits is mentioned in the study
guide of the IHM Education.
par. 3 Year standards can be obtained on each offered test moment in the concerning year.
par. 4 Year standards of a next year cannot be obtained earlier.
par. 5 When a student did not obtain the year standard of a year, one can try to obtain this
in the following years.
par. 6 Because of the study ability a first year student gets half of the total credits of the
progress test when one in any first year test has obtained a correct-score of 60%
(klopt dit nog??) of the minimum number of test items that must be answered.
par.7 Passing the year standard of the second or the third year, students also pass the
year standard of respectively the first or the second year.
Article 3.5 Awarding exemptions
par.1 On October 1 st and March 1 st of every academic year the exemptions are
awarded by the Exam Committee and taken down in ProgRESS.
Article 4 Contents and scope of the exam
par. 1 In case a student has been awarded an exemption for a study part, in scope of this
article that part can be concluded to have been passed.
Article 4a Admission to the Post-Foundation Phase
No detailed specifications on the exam regulations.
Article 4b Elective Credits
See the paragraph about Extracurricular Credits in this Study Guide.
Article 5 Granting exemptions
par. 1 If a student believes that one is entitled to an exemption of one or more exam
components based on competences acquired elsewhere one has to submit a request
to the exam committee.
par. 2 The request mentioned in par. 1 needs to be well-motivated and must be
accompanied with the necessary proof of competencies acquired elsewhere.
par. 3 The exam committee will present the request to the Admissions Committee which will
make a delegated decision concerning the request and will inform the student on the
outcome.
par. 4 The credits which are being exempted will be processed into ProgRESS according to
article 3.6 of these Module Exam Regulations.
par.5 For the request mentioned in par. 1 the student must use a standard form
(Exemption Form) which is available on Blackboard at the IHM Exam Committee. A
request not done in this way is not accepted.
Article 6 The number of opportunities to take module tests and exams during
each year of study
Article 6.1 Exam components
par. 1 The International Hotel Management study programme features the following
educational units/exam components: module exam, progress test, career
development, internship and extracurricular credits (refer 2B.10 in this study guide)
Article 6.2 The module exam
par. 1 The module exam consists of one or more of the following parts: module
assignment(s), active participation in PBL/CBL, effective group work, practice
participation and module test(s).
par. 2 In each module book is incorporated, where applicable:
a. The maximum number of module points which can be obtained for the several
components of the module exam;
b. The calculation of the standard, which indicates if a student has passed the
module;
c. The criteria for (components of) the module assignment(s) and module test(s),
active participation of PBL/CBL, effective group work and practice participation.
par. 3 The student is given the opportunity to participate in the parts of the module exam of
the module for which one has been scheduled.
par. 4 a. If the module is done again all previously obtained module points for the module
exam of this module are cancelled.
b. When a student has to redo a module, the student can request the IHM Exam
Committee for an exemption for one or more parts of this module.
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par. 5 Announcements concerning the module exam are published on Stenden Intranet or
on Blackboard. Announcements for part-time students are being communicated to
the students by means of e-mail or Blackboard
Article 6.3 Assignments and presentations
par. 1 a. An assignment and/or presentation is intended to review whether a student has
mastered a certain quantity of knowledge. Therefore the student is obliged to
reflect about the assignment in ones own words.
b. Every result of an assignment and/or presentation must be unique in content and
structure.
c. It is not allowed to take over the content of the work of others entirely or partially
in the work out, without indication of the source.
d. the quantity of cited text cannot exceed the 5% of the total of the result of the
assignment.
par. 2 Par. 1 of this article is effective for presentations as well as for parts of the module
assignment.
par. 3 Every student has to individually keep a copy of every assignment handed-in, in
writing or digitally oneself during the time the module has not been passed yet and
for a minimum of at least one year.
par. 4 The module coordinator is responsible for the assessment of the components of the
module exam, on the basis of the assessment criteria.
par. 5 In the case of a group task each member of the group must be able to show that
he/she has made a proportional part of the task.
par. 6 In the case of a group task every group member is separately responsible for the
total of the work handed in.
par. 7 Every student is individually responsible for the correct handing in of an assignment
at the right place. Force majeure is not applicable if problems have arisen because of
agreements made are not lived up to within a module assignment group.
Article 6.3a Module assignments
par. 1 a. Groups that work on a module assignment and do not immediately contact the
module coordinator if collaboration problems arise, cannot derive any rights from
the problems that have arisen.
b. The module coordinator is authorized to dissolve a group if collaboration between
the group members is no longer reasonably possible. When, according to the
group, the module coordinator does not solve the collaboration problems, the
group of students can contact the Exam Committee.
par. 2 During the module, the module coordinator, the lecturer or the tutor must provide
the students with feedback at least once on sections of the module assignment. This
should preferably be done by providing feedback on sections of the module
assignment that have been handed in or by means of a response lecture.
par. 3a Unless stated otherwise in the module book, module assignments must be handed in
at the Service Desk at the last school day of the week before the last week of a
module, 12 am at the latest.
par. 3b Every module assignment must also be handed in digitally for a plagiarism check
with the programme Ephorus. For this digital version of the assignment the same
deadline goes as for the hard copy.
par. 4 The following procedure is in force at the moment a student hands in an assignment
at the Service Desk:
the assignment is taken by an employee of the Service Desk;
the student must fill out a proof of handing in (original and carbon copy);
the original remains at the Service Desk; the carbon copy is given to the student;
the assignments are provided with a stamp that shows the date of handing in.
par. 5 To qualify for assessment, assignments must meet the following requirements:
a. The assignment is handed in on time at the IHM Service Desk ;
b. A copy of the assessment form has been enclosed with each section of the
assignment; if this copy is not present 5% of the maximum amount of points will
subtracted.
c. Each component of the module assignment must be placed separately in a folder;
d. The folder has at least stated: title of the assignment, the date, the names,
relation numbers of the students, the module group of which the student is a
member, the name of the module, the name of the tutor, the module period and
the academic year.
e. The module assignment must be typed and clearly readable.
f. The module assignment must be clean, neatly presented and complete.
g. The standard for literature references is APA Style;
Part 2 Hotel Management Study Guide 2011-2012 56

h. English language assignments must be written in British English.
par. 6 Part-time students hand in their module assignments at the IHM Service Desk or at
the local tutor of the part-time programme on the date that is given in the module
book.
Article 6.3b Procedure on module assignments handed in too late at the IHM Service Desk
If a student hands in the module assignment after the deadline at the IHM Service Desk, one
should consider the following procedure:
the text “handed in too late” is written on the proof of handing in form by the Service Desk
employee.
the student will be notified that the assignment will be assessed as soon as authorization has
been granted by the Exam Committee;
the student will be notified that one must issue a request at the Exam Committee for an
assessment within one school week after the deadline for handing in the assignment;
if the student‟s request does not reach the Exam Committee within one school week after the
deadline for handing in, the assignment will not be assessed; it will be destroyed;
Within 4 school weeks following the deadline for handing in, the student will be notified by
the Exam Committee. In case the exam committee decides to assess the assignment the
Service Desk will start her usual procedure. In case the Exam Committee decides to not
assess the assignment the student has to pick up his assignment at the Service Desk within
4 weeks after the ruling of the Exam Committee. Thereafter the assignment will be
destroyed.
Article 6.4a Active participation PBL and CBL for compulsory modules
par. 1 PBL-/CBL -meetings are always held, even when the tutor is absent, unless they are
cancelled by school. In the absence of the tutor, the group writes down besides the
usual minutes a report of the meeting in which they include the number of points
every student oneself has intended to give for his/her active participation plus
motivation. This report must be handed in to the module coordinator who is
responsible for granting the points.
par. 2 If it is not possible for a meeting to go ahead for reasons that can be attributed to
the school and if the meeting has not been rescheduled or if no compensation
assignment has been given, the student will receive for that meeting a number of
points for active participation that equals the average of the number of points
received for all attended sessions during the module.
par. 3 No resits are possible for active participation.
par. 4 For part-time students the following is applicable: The number of active participation
points a student receives for a certain PBL/CBL meeting is determined by the
assessment criteria being applied for that meeting regarding that student's active
participation. If the student meets all criteria, one receives the maximum possible
number of points. The criteria are defined by the local tutor in consultation with the
coordinator of the part-time programme.
par. 5 Students must themselves indicate their presence by means of a signature on the
attendance list.
Article 6.4b Active participation at in elective modules
par. 1 The module book states the maximum of module points a student can obtain per
PBL/CBL meeting, which standard is used and according to which criteria the module
points for active participation are acknowledged.
Article 6.5 Participation in practical classes
par. 1 For modules that include practical education, 100% attendance is compulsory for
participation in the practical lessons.
See the practice regulations in the concerning module books.
On force majeure during practice see article 14 of these regulations.
Article 6.6 Tests in general
par. 1 A defining feature of a test is that it must be taken under exam conditions. This
means that tests are taken under the supervision of one or more examiners of the
Hotel Management education at a predetermined time and place and that it is subject
to the stipulations of Articles 16a and 16b of the Exam Regulations.
par. 2 a. The date, time of commencement, duration and place of a test is announced one
week at the latest before the test.
b. Other than in cases of force majeure, the published test dates, duration and
commencement times of the test are binding.
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par. 3 Additional regulations governing tests are announced on the Stenden intranet or on
Blackboard before the test is held. Students should also pay attention to the
announcements on the front page of the test.
par. 4 Test questions are asked in English, also for first year students in the Dutch Stream.
par. 5 To take the test a student must enrol in ProgRESS, at the latest one and a half week
prior to the test week. On enrolment a proof of enrolment must be printed. Without
this proof a student cannot derive rights of enrolment.
par.6 The student is obliged to take with him the printed proof of enrolment to the
test. This proof of enrolment indicates that the student has enrolled and is therefore
entitled to take the test.
Article 6.6a The Progress test
par. 1 The tests comprises out of 200 multiple choice questions (with three answer
possibilities).
par. 2 The test forms with the student‟s answers are read by the Test Service Office.
par. 3 Per study year a student can take a maximum of 4 tests.
par. 4 There are four test moments per study year, for part-time students two.
par. 5 Within the boundaries of the published test schedule in the study guide the student is
free in choosing the test moment(s).
par. 6 Students taking a module on one of the other Stenden sites or who are on internship
abroad can take the test on one of the Stenden International Branch Campuses.
Article 6.6b The Module test as a component of the module exam (module test)
par. 1 Various module test forms can be applied.
par. 2 Resits for the module test can be taken.
par. 3 The regular module test opportunity is offered during or at the end of the period in
which a student takes a module. When the student does not participate in this
regular module test opportunity, this opportunity expires.
Article 6.7 Open minor
Students can replace one elective module/minor by a so called open minor (15 EC). For that
purpose they must submit a project proposal at the exam committee. The requirements for the
project proposal are stated on the IHM intranet and on Blackboard at the IHM Exam Committee.
Article 6.8 Extracurricular credits
For the regulations concerning the obtaining of extracurricular credits (credit internal service,
elective credits or credit participation SSW and Host Programme) refer to section 2B.10 of this
guide.
Article 6.8a Internal Services
To obtain the second year credit for Internal Services Stenden University Hotel all students are
scheduled to work in Stenden University Hotel, the learning company.
Article 6.9 Career development
par. 1 Every student gets a study career coach (study career coach) assigned on entering
the programme. On regular times he/she has an interview with ones coach
concerning the study progress, the development of ones personal and professional
competences and ones career orientation. Students must prepare sufficiently for
these meetings.
par.2 On acquiring the credits for Career Development one is referred to the Career
Development Programme file on Blackboard. Part-time students are referred to the
module book on Career Development.
par.3 Because a personal coach can be asked by the Exam Committee for study advice,
students are expected to keep their study career coach informed on special personal
circumstances.
Article 6.10 The thesis/bachelor's dissertation
par. 1 Every student completes a Hospitality Research Project in the third year of the
educational programme.
par. 2 For the research project the regulations for the module
assignment apply without prejudice.
par. 3 The research project is completed in pairs
Article 6.11a The industrial placement
par. 1 Before a student can start his application for the industrial placement procedure
he/she must meet the following conditions:
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a. all study credits of the first two study years must have been acquired, with the
exception of the second year progress test;
b. the student must have obtained at least 120 EC‟s;
c. 8 company presentations and 2 guest lectures (second year) have been attended.
For students having module exemptions within the 4 year programme, these
conditions may be different. Students are referred to the section about the industrial
placement (4 th year) in this guide.
par. 2 During or after the placement a student doing an industrial placement without having
acquired all study credits of the 3 foregoing study years cannot derive rights from a
regulation on study parts not passed.
par. 3 The internship is regulated by the placement office. Students can by no means
regulate an internship themselves, unless authorization in writing has been obtained
from the teamleader 4 th year. Students, who do not oblige to this, can derive no
rights from the internship regulated by themselves.
par. 4 The so called Business Improvement Project is part of the industrial placement..
par. 5 See for further rules governing the internship in the fourth year of the educational
programme elsewhere in this guide or the module book Industrial Placement.
Article 6.11b Company presentations
par. 1 Attending a company presentation is only valid as part of the placement preparation
if the student has the Attendance Card for company presentations stamped at the
end of the company presentation.
par. 2 The Attendance Card for company presentations can only be signed upon
presentation of a valid Stenden student card.
Article 6.12 Resits
par. 1 Active participation in PBL, CBL, effective group work, practice participation and
compensation assignments are not eligible for resits.
par. 2 The following parts of the exam or module exam are subject to resits: module
assignment(s), thesis/bachelor‟s dissertation, progress test, industrial placement
(internship) and module test(s).
par. 3 a. A student has the right to do two resits on a module test. These resits can only be
done within 12 months after the last day of the module concerned. The student is
allowed to take a regular test for his resit.
b. First year students however can only do one resit in their first year of education;
their second resit should be done within 12 months after the last day of the
module concerned.
par. 4 a. A student has the right to do two resits on a module assignment. The first resit
can only be done in week 5 or 6 of the next module period, at the latest Friday 12
o‟clock. The second resit of a module assignment should be done within 12
months after the last day of the module concerned and can only be handed in in
weeks 5 or 6 of a module period. However, first year students have to obay the
rule given in 3b.
d. The resit of an assignment of a module done in period 4 of the academic year has
to be handed in in week 5.2. See for more information the IHM Academic
Calendar.
Par. 5 The dates of (resits of) tests are published on the school‟s network (Stenden
Intranet).
par. 6 The dates mentioned above also apply to students who are on exchange or internship
or who follow a module elsewhere. For part-time students the resit dates are given
by the local tutor in conformity with the coordinator part-time.
par. 7 Not taking part in any test because of coinciding of test moments belongs to the risk
of the student.
Article 6.13a Resits for the module exam of a compulsory module
par. 1 A resit of (part of) the module exam has the same objectives as the original (part of)
the module exam.
par. 2 The resit of (part of) the module test of the module exam equals the original module
test of the module exam. Deviations on this rule always have to be approved by the
Exam Committee.
par. 3 The resits for modules followed at IHM must be settled at IHM; a resit for a module
followed at one of the sites of the Grand Tour must be settled at the site concerned.
par. 4 a. The student is entitled to a resit of the parts of the module exam for which this is
applicable.
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. Students can only collect the originally submitted (sub)assignment from the IHM
Service Desk at a time given in the timetable in the IHM Academic Calendar. On
collecting his assignment, the student must produce the acquired proof of his
handing in of the assignment.
c. If a student has still not passed a certain module within 12 months after the last
day of the module concerned, he/she must do the entire module again in a
subsequent academic year. This does not apply to modules from the foundation
phase: students who have not passed the foundation phase within two academic
years have to leave the IHM study programme.
par. 5 If a student resits a module exam, the highest score per section counts and the
student retains the other number of points that he has already obtained.
par. 6 a. The provisions of Article 6.3 and 6.3a, with the exception of paragraphs 2 and 3,
and article 6.3b are fully applicable to resits of a module assignment
b. The provisions of article 6.6 are fully applicable to resits of a module test.
par.7 On resitting a module assignment the following must be handed in at the Service
Desk:
the original assignment with the feedback of the reviewer, including the
filled out assessment form, unless the student did not participate the
regular time;
the resit, including an assessment form not yet filled out by the assessor;
if this form is missing, 5% of the maximum amount of points will be
subtracted.
in case of a second resit also the first resit including the by the assessor
filled out assessment form, unless the student did not participate in the
first resit.
If these requirements are not met the resit will not be graded.
par. 8 Students can only collect assignments bearing their own name from the Service
Desk. Students must present proof of registration.
par. 9 In case of a group task every member of the group is allowed to resit this task
individually and let it be assessed.
par. 10 It‟s the student‟s own responsibility to keep one selves informed on the resit dates.
par. 11 For resit tests the student must register oneself in ProgRESS at the least one and a
half school week before the test week. A certificate of registration must be printed
when registering. Without this proof the student cannot derive any rights from the
registration.
par. 12 The student is obliged to take with him the printed proof of enrolment to the test.
Without it he cannot participate in the test.
par. 13 When participating in a resit it is up to the student to check if the subject matter for
that test has been changed.
par. 14 In case a student after the second resit still failed a module it is under certain
conditions possible to do an extra resit for a specific part of that module. These
conditions are:
a. The student participated in the regular test as well as in the first and second resit of
the module;
b. The student has scored below the pass mark for only one part of the module exam;
c. The student has scored at least 65% of the maximum score on all the other parts of
the module exam.
If a student wants to do this extra resit, he has to send a request to the Exam
Committee.
Article 6.13b Resit of the module exam for elective modules/minors
par. 1 Resit regulations for elective modules/minors is reflected in the concerning module
book.
Article 6.14 Retaking the thesis (bachelor‟s dissertation)
For the resit of the dissertation the rules for the module assignment given in Article 6.12 and
6.13a apply without prejudice.
Article 6.15 Module replacement assignment.
par. 1 Students can be considered for a module replacement assignment (only once) under
the following conditions:
a. The assignment in question is for the last module to be passed.
b. This module is among the compulsory post-foundation education programme and
is not a module with practical education.
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c. The student must have taken the module and the accompanying module exam
twice in the regular way.
d. After taking the module for the second time, the student must have taken two
resits for the module in question.
e. The student must have obtained all other credits of his study programme.
par. 2 The nature and content of the assignment is determined by the module coordinator
of the module concerned.
par. 3 The student is free to decide where to carry out the assignment and is entitled to use
the school's facilities.
par. 4 To be considered for a module replacement assignment, a written request to that
effect must be made to the Exam Committee.
par. 5 The student is entitled to regular feedback during the period that he is working on
the assignment. The student is exclusively entitled to supervision during the school
weeks.
par. 6 a. The assignment will be marked in terms of pass or fail. On handing out the
assignment the criteria for assessing the module replacement assignment are
given to the student in writing.
b. If the assignment is passed, the student receives the credits for the relevant
module.
c. The result of the assessment is announced 3 school weeks at the latest after the
assignment has been handed in.
d. Assignments will only be assessed during school weeks.
e. The lecturer/assessor will inform the secretary of the Exam Committee without
delay of the result of the assessment, who passes on the result to ProgRESS.
par. 7 Resits are taken in the exactly the same way as the resit regulation for a module
assignment.
Article 6.16 Replacement of progress tests
par. 1 Under certain conditions a student can qualify for taking a progress exam in stead of
a progress test. This concluding exam consists of
A complete progress test in addition to which per test item the answer is
motivated which includes a literature referral according to APA Style;
Writing an essay;
Taking an oral test.
par. 2 In order to be considered for this exam the following conditions must be met:
On finishing his internship the student has not passed one or more progress
test(s);
The student must have participated in all possible test chances.
par. 3 A request to be considered for taking the exam as mentioned under 1 must be
directed at the Exam Committee.
par. 4 The Exam Committee decides which lecturer will hold the exam.
par. 5 When the exam is passed the student will be granted the study points for all the
progress tests still to pass.
Article 6.17 Retaking the internship
If the internship has been graded with an insufficient, the Exam Committee will decide if the
student can extend his internship or he has to redo the whole internship. A student can only one
time redo his internship. The retake of an internship always takes place in The Netherlands.
Article 6.18 Educational experiments
The IHM Exam Committee is authorized to permit module coordinators to deviate from the
generally applicable regulations for module examinations as laid down in the Stenden Exam
Regulations and the Module Exam Regulations International Hotel Management. Once the
module coordinators have received permission for this, a note is added to the module book
explaining the way in which the education in that module deviates from the generally applicable
rules.
Article 6.19 Practical education in Stenden Univeristy Hotel
Stenden respects the student‟s religious expression in clothing also in Stenden University Hotel.
If a student makes these expressions recognizable, the following rules apply in Stenden
University Hotel :
The obligatory uniform is worn;
The regulations for hygiene and security are observed;
The expressions concerned fit in one of the known religious main streams;
Expression concerned need to be issued before (four weeks) the beginning of the
practice module to the Executive Board of the IHM. The executive board will review
Part 2 Hotel Management Study Guide 2011-2012 61

the request after consulting the director/General Manager of Stenden University
Hotel.
Article 7 Period of validity of exam sections
No detailed specifications on the Exam Regulations.
Article 7a Intellectual property
No detailed specifications on the Exam Regulations.
Article 8 Oral exam
No detailed specifications on the Exam Regulations.
Article 9 Determine the results
Article 9.1 General
The final result of a module exam and the progress test results are published in the student
reference system ProgRESS. For part-time students the results are published by e-mail or on
Blackboard and afterwards published in ProgRESS.
Article 9.2 Module exam
par. 1 A student has passed a module if he/she at least meets the standard.
par. 2 A student has not passed a module:
a. if he has failed the pass mark of the module exam;
b. if the module exam result has been declared null and void.
par. 3 The module coordinator is allowed to publish provisional module scores before the
final publication of the scores in ProgRESS.
par. 4 No rights can be derived from provisional scores.
Article 9.3 Progress tests
par. 1 Answers on the answer sheet handed in by the student are determinative for setting
the test score.
par. 2 The provisional „answer key‟ of the progress test is announced the next school day
after the test at 8.30 am.
Article 9.4 Result module exam
par. 1 Students can ask the co-worker of the Student Reference system ProgRESS or in case
of his absence his substitute, questions concerning the validity of a module result untill
2 school weeks after publication at the latest. For students who do an internship or
follow education abroad a fitting agreement can be made.
Article 9a Study advice
For more information refer to 2A.11 of the Education and Examination Regulations in this Study
Guide.
Article 10 Right of perusal and storage period
No detailed specifications of the exam regulations.
Article 11 Responsibility for module exam, module subject tests and exam data
No detailed specifications of the exam regulations.
Article 12 Registration of the study results
No detailed specifications of the exam regulations.
Article 13 Testimonial
par 1 a Students who are assigned to the foundation phase, have passed the foundation
year and want to get a foundation certificate, have to send a request to the Exam
Committee. After the request has been received, the Exam Committee issues a
foundation certificate.
b Students who have an exemption of the foundation programme will not receive a
foundation certificate.
par 2 a To students who passed all parts of the foundation phase and of the post
foundation phase, the degree of Bachelor of Business Administration in Hotel
Management (Dutch: Hoger Hotelonderwijs) will be issued on demand.
b Students who want to graduate need to submit a written request to the exam
committee for consideration of ones graduation request. This request must be in
Part 2 Hotel Management Study Guide 2011-2012 62

the possession of the secretary of the Exam Committee at least 14 days before
the desired graduation date.
par. 3 The student can graduate every third Wednesday of each month, with the exception
of July and August. In July a student can graduate on the second Wednesday, in
August on the first school day after August 25.
Article 13a Cum Laude for cohort 2008 and earlier
par. 1 There is no cum laude arrangement for the foundation phase.
par. 2 On graduating students receive the predicate 'cum laude' on their list of marks or
their certificate if the following conditions are met in the post-foundation phase:
a. all parts from the post-foundation phase, including the industrial placement, have
been passed on the first attempt without resits;
b. the two parts of the bachelor‟s dissertation done during the third study year must
have been passed with an average score of at least 80% of the maximum score to
be obtained;
c. the business improvement project done during the internship must have been
passed with a “good” or an “excellent”;
d. the student has exemptions for not more than 1/3 of the modules of the
theoretical years.
par. 3 The student, who believes to have obtained the right to the predicate 'cum laude',
should apply to the exam committee. This request must be done at least one school
week before the graduation ceremony.
Article 13b Cum Laude for cohort 2009 and later (see Exam Regulations, Article 13)
par 1. If a student thinks he can pass the foundation year with cum laude, he has to hand
in a cum laude request to the IHM Exam Committee. The request must be
accompanied with an up to date overview of the study results from ProgRESS. If this
overview lacks, the cum laude request will not be dealth with.
par. 2 If a student thinks he can graduate with cum laude, he has to hand in a cum laude
request to the IHM Exam Committee. The request must be accompanied with an up
to date overview of the study results from ProgRESS. If this overview lacks, the cum
laude request will not be dealth with.
Article 14 Force majeure regulation
Article 14.1 Invoking force majeure
par.1 A student can claim on the force majeure regulation if there is talk of circumstances
that cannot be attributed to the student (force majeure), this for the judgment of the
module coordinator (in the case of educational activities within the module; see
Article 14.3) or of the exam committee.
par. 2 a. A student's request to a module coordinator to be considered for the force
majeure regulation for educational activities within a module can only be
submitted after the last educational activity of the relevant module and must be in
the possession of the module coordinator within 2 school weeks after the
publication of the definite result of the regular test opportunity of the module
exam (not being a resit of the module exam) at the latest.
b. The student's request to the Exam Committee to be considered for the
force majeure regulation other than within a module (par. 2a) must be in
the possession of the Exam Committee within 2 school weeks following
the day on which the circumstance under par. 1 arose at the latest.
c. The request to qualify for the force majeur regulation must be settled at
IHM for modules done at IHM and must be settled at a Grand Tour site for
modules done at that site.
par. 3 Once a student has taken a (progress) test or handed in an assignment, it is no
longer possible to invoke force majeure regarding that test or assignment.
par. 4 To be considered for the force majeure regulation while an assignment is being
carried out, students must contact the (module) coordinator before the handing in
deadline of this assignment. The (module) coordinator will decide whether the
student qualifies for the force majeure regulation and will make an arrangement with
the student.
par. 5 No rights can be derived from the consequences of a computer virus with regard to
the force majeure regulation.
Article 14.2 Granting extra resits
par. 1 Extra resits are not granted by the Exam Committee until the student has made use
of all regular (resit) options other than the opportunity to which the force majeure
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situation applies, unless this is no longer possible within the academic year. In the
latter case, the student can be offered the extra resit at an earlier date.
par. 2 The Exam Committee is authorized to offer the extra resit in a different form. The
extra resit must be equivalent to the original resit.
Article 14.3 Force majeure relating to educational activities
par. 1 Students can submit a request to the module coordinator for a compensation
assignment relating to missed PBL/CBL meetings, presentations and so on if a force
majeure situation has arisen.
par. 2 In the request referred to in paragraph 1 of this article, the student must
substantiate with documentary evidence the circumstance provided for in paragraph
1 of article 14.1. The student must also have met the following conditions:
The student reported the absence on the same day before 8.30 a.m. to the front
desk of the study programme.
The absence is legitimate; at the discretion of the module coordinator.
The student has participated in at least half of the total amount of PBL/CBL
meetings of the module concerned.
The force majeure regulation will not be granted for students who have not met
these conditions.
par. 3 Once the module coordinator has granted permission to use the regulation, he will
decide, possibly under consultation with the relevant lecturer or tutor, about the
content and implementation of the compensation assignment.
par. 4 The compensation assignment must substantively replace the missed section and be
equal in terms of study load to that of the missed section.
par. 5 Compensation assignments belonging to a certain academic year must be handed in
during the same academic year and marked within 10 school days.
par. 6 a. The module coordinator is responsible for arranging the assessment of whether
the assignment meets the set criteria.
b1. In the case of a compensation assignment for missed PBL/CBL meetings, the
module coordinator still awards points for active participation which are in
relation to the assessment of the assignment. The points cannot exceed the
maximum possible points for one PBL meeting. This is in accordance with the
PBL participation regulations (see the module book).
b2. In all other cases, the module coordinator informs the student of the standard
when issuing the assignment.
par. 7 Students who are not in agreement with the assessment of a compensation
assignment should follow the procedure described in Article 17.
par. 8 Students can make up for a practical day that has been missed owing to force
majeure under the following conditions:
The student has reported his absence to the concerning department of
the practical training facility before the shift commences at the latest, and
The student has submitted a request to catch up on the missed practical
day to the practical trainer within two school weeks following the end of
the relevant module period.
Article 14.4 Absence during a module period
par. 1 a. International students who want to go abroad during a module period, must
request in advance for permission by their coordinator Student Support.
b. International students from a country outside the European Economic Area who
want to go home during the Christmas holidays must request for permission by
their coordinator Student Support. These students can appeal to force majeure for
a maximum of 4 PBL/CBL meetings in a period that starts with the last school
week prior to the Christmas holidays and ends the first school week following the
Christmas holidays. They have to show their flight tickets at the coordinator
Student Support to get the replacement assignment for the missed PBL/CBL
sessions.
par. 2 In case the request for absence is met, a student can be given an assignment to
compensate for the missed PBL/CBL sessions. To be given this assignment he/she
must report to the module coordinator before leaving and show the mail in which the
coordinator Student Support gives permission for the absence.
par. 3 In case a student follows a practical module in Stenden University Hotel during the
period he is abroad, he must contact the practical supervisor to come to an
agreement. The student must show the written permission of the coordinator Student
Support.
par. 4 The request as mentioned in par. 1.b must be in the possession of the coordinator
Student Support international stream at the latest in week 2.4.
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Article 15 Facilities for physically or sensorial disabled students
No detailed specifications on the Exam Regulations.
Article 16 Rules governing the smooth progress of examinations (for students)
Article 16 a of the Stenden exam regulations is applicable as is appendix 2 of the Stenden exam
regulations “Rules for invigilators” with the exception of article 3.8 of these rules. Contrary to
this article, in order to proof having made and handed in the test, a student must sign the
attendance register when handing in the assignment.
Article 16a (Progress) tests
par. 1 The student is obliged to register in the study reference system ProgRESS for every
test. The student is obliged to take with him to the test the printed proof of
enrolment. Without it he cannot participate in the test.
par. 2 Unless indicated otherwise in the issued exam papers, nothing is allowed on the table
at which the student sits during the test, other than the test paper, the Education
card, the answer forms, pen, pencil and an eraser. If students are allowed to use a
dictionary, the dictionary must not be electronic or a translation computer.
par. 3 Students are obliged to switch their mobile telephones off before entering the exam
location.
par. 4 The following requirements are set for the use of calculators during tests:
the calculator must not be able to produce text on the display, but only figures;
the calculator must not be programmable;
the calculator must not be connected to the mains;
the calculator must not be equipped with audio equipment, paper rolls, an alarm
system and transmitting and receiving facilities;
the calculator must not work according to a system other than the hierarchical
algebraic method;
the calculator may not be larger than pocket size.
par. 5 Students taking the (progress) test are obliged to completely fill in the answer
form(s).
par. 6 When handing in the answer form(s) the student signs the attendance list and the
invigilator initials a list alongside the student‟s name indicating that the student has
handed in the answer form.
par. 7 At the end of the test, the (main) invigilator completes a protocol on the course of
the test, signs it and hands it in to the Test Office of Stenden.
Article 16.b Irregularities
Article 16b.1 Irregularities during a (progress) test
See the Plagiarism paragraph in the Stenden Student Regulations.
par. 1 During the settlement of the procedure, the result of the test of the student
concerned will not be established or will be suspended.
Article 16b.2 Irregularities during assignments
par.1 If, in the judgment of the assessor, the student has not adhered to the provisions of
Article 6.3, paragraph 1 and 2, the assignment has been completed in an irregular
manner.
par. 2 The result of (parts of) the module examination of a student who, in the judgment of
the module coordinator, has committed an irregular act, will not be established or
will be suspended during the settlement of the procedure.
Article 17 Objections and appeal procedure
Article 17.1 Objections against exam committee decisions
par. 1 A decision of the Exam Committee on a request is made known to the presenter of
the request, either in writing or digitally, within 15 school days after the exam
committee ruled on it in her meeting. If solidly formulated this period can be
extended with 5 school days.
par. 2 In case a student does not agree with the decision of the Exam Committee on his
request he can appeal to the College van Beroep voor de Examens within 6 calendar
weeks after the date of the decision of the Exam Committee. Refer also to Student
regulations part 1.
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Article 17.2 Closed questions in a (resit of a) module test
par. 1 Students are entitled to issue objections against (the answer key of) test questions.
par. 2 a. Objections against the (answer key to) test questions must be submitted via an email
to the module coordinator concerned before the fifth school day following the
test at the latest.
b. For tests that are held during the study weeks at the end of the academic year,
the objections must be submitted to the module coordinator concerned on the day
on which the provisional answer key is issued.
par. 3 It will be announced at least one school week before the test, if a different time
schedule is applicable for handing in and handling of objections to the test.
par. 4 Following the closing date, the relevant module coordinator adds his comments to
the objections and can declare an objection well founded or unfounded. The Exam
Committee bears ultimate responsibility for deciding whether a test question is
cancelled or rescored.
par. 5 Lecturers have a period of 6 school days to make their comments about objections
put forward by students. For tests in the study weeks at the end of the academic
year, there is a shortened period of 3 school days for lecturers. The period for
lecturers begins when the period for students referred to in paragraph 2 has elapsed.
par. 6 If within the set period the comments of a module coordinator has not been added to
a test question to which an objection has been made, the Exam Committee will
decide after this period has passed whether the test question will be cancelled or
rescored.
Article 17.3. The progress test
par. 1 Objections to (the answer key of) test questions of a progress test must be
announced according to the instruction given on the test form.
par. 2 In case a test objection is accepted it results in one of the following possibilities:
a. the answer key for the item concerned is adapted or
b. the test item will be cancelled
par. 3 In case a test item gets cancelled the minimum amount of test items to be answered
in the discipline concerned as well as the minimum amount of the total items to be
answered are decreased with one.
Article 17.4 Open questions in a test
Objections against tests with open questions must be made known to the module coordinator
within 5 school days after the test. The module coordinator will then decide on the objection
within 10 school days after the test and immediately informs the students of this decision by
publishing it on Stenden Intranet or on Blackboard.
Article 17.5 The second opinion
par. 1 Students are entitled to a second opinion of a component of the module exam.
par. 2 Students wishing to be considered individually or as a group for a second opinion on
part of a module exam must make this request to the Exam Committee using a
standard form. If the application for a second opinion is made by one student,
whereas the assignment was done by two or more students, the altered result will
only apply to the student who submitted the request. The other students can no
longer be considered for a second opinion. They must however be informed about the
second opinion request and must have co-signed the application form.
par. 3 For consideration of the second opinion request a student must subject to the
following procedure:
The student downloads the destined form from Blackboard (at the IHM
Exam Committee).
Within 2 school weeks after publication of a (module) exam result, the
student has a conversation on the assessment with first the assessor of
the part concerned followed by the module coordinator. Assessor as well
as coordinator signs the form after the conversation.
At the latest the form is handed in at the Service Desk within 2 school
weeks after publication of the (module) exam result.
par. 4 When making the application for a second opinion, the relevant assignment (if
applicable) must be resubmitted (unaltered) to the Exam Committee accompanied by
the original version containing the feedback from the assessor. The Exam Committee
will provide the assessor only with the assignment without previous comments and
results.
par. 5 The Exam Committee appoints a second assessor, whose assessment is binding. The
result of this second opinion must be known to the Exam Committee within 2 school
Part 2 Hotel Management Study Guide 2011-2012 66

weeks. The second assessor is someone other than the teacher/tutor who assessed
the work at a previous stage.
par. 6 Making use of a second opinion can result in a student not (easily) being able to take
the next possible resit. In that case, a new date for the resit will be determined
under consultation with the Exam Committee.
Article 17.6 Result module exam
If a student wishes to object against the result of (part of) the module exam he can do so within
10 school days after publication of the result on ProgRESS by handing in a petition at the Exam
Committee. Refer also to Stenden Exam Regulations article 17.
Article 18 Hardship clause
No detailed specifications on the Exam Regulations.
Article 19 Unforeseen circumstances
No detailed specifications on the Exam Regulations.
Article 20 Introductory stipulations and title
Article 20.1 General
par. 1 This module exam regulation becomes effective as of the academic year 2011-2012
and applies to International Hotel Management students. Previous module exam
regulations expire.
par. 2 These regulations can be cited as Module Exam Regulations International Hotel
Management, 2011-2012.
2E Exchange Semester
2E.1 General Information
1. The exchange semester takes place in the third year of your studies during the optional/
minor semester. A regular exchange starts either in September/October (semester 1) or
January/February (semester 2). An exchange must last at least 4 months or the
duration of the semester at the university concerned. The student follows regular
courses at the university amounting to a study load comparable with the study load at
home (30 ECs). Assignments and examinations must be passed. The foreign university
credits the students and the home university transfers these credits into our semester
credit system.
2. There are a limited number of places at the foreign universities. Therefore, a selection
procedure takes place annually. All applicants will have to submit a motivation letter, an
overview of their study results/ progress and a study coach recommendation. The
deadline for submission of the materials will be communicated through Stenden
Intranet.
3. The foreign university takes care of accommodation in most cases.
4. You will need enough money to cover the cost of living; rent, food, travel, books, social
activities and this is usually more than you normally need here. Your bank account
should be in excess of € 1500 to € 2500 before you leave, (or you should have access
to funds to the sum of € 10.000, depending on your destination. For the USA a bank
statement showing that you have access to the sum of $10,000 is required, or
alternatively a declaration of financial support from your parents). Try to raise this
money by saving, working, borrowing or finding sponsors. You will pay for your journey
there and back by yourself.
You do not have to pay Education or tuition fees. (You pay these fees at home).
5. In some cases (Spain, France, Germany, Italy) the courses are not all given in English,
so you need to be proficient in these languages if you want to visit these countries.
6. You are required to be a fairly independent person who considers herself capable of
functioning well in unfamiliar situations and who is aware of the consequences of living
in a foreign culture. Your study mentor (study career coach) will be asked for a
recommendation on this point.
7. You also need to be aware of the extra value for you personally of studying abroad;
please put into words what you expect and hope to get out of a foreign exchange.
During your stay abroad you will be asked to complete a semester assignment in which
you monitor your progress in terms of your personal experience of living in a different
culture and the related language learning.
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8. Your input as a foreign student is valued highly abroad so you need to be knowledgeable
and able to communicate on the Dutch situation (or the situation in your country of
origin) regarding the business of retailing, leisure and tourism, or hospitality. You will
also be an ambassador for your study programme and for the Stenden university, so go
well informed and well-documented and prepared to make contact with as many
students at the host university as possible.
9. You will be required to submit to the international coordinator proof that you have made
sufficient progress in your studies here before you officially apply to the host university.
Your application form for an exchange will only be processed if it contains a signed
statement from your study coach indicating that you are a suitable candidate.
At many partner universities a large number of classes will be taught in English.
However, in Spain most classes will be offered in Spanish. Consequently, you will have
to prove your proficiency in Spanish and hand in the proof along with your application
materials.
10. Once you have been accepted for an exchange it is imperative that you also make an
appointment with the Industrial Placement Offices of your school so that your choice of
placement is finalised before you leave on exchange.
11. Make inquiries concerning travel arrangements, study planning, visa, insurance, and
subsidies. Remember YOU are responsible for making all the necessary arrangements
regarding these matters. Dutch students can get compensation for the time they are
abroad on their OV jaarkaarten – International Office has forms for this.
12. It is not always possible to take exactly the courses you have chosen from the study
guides, as these are sometimes full before foreign students can enrol. Usually the
coordinator at the host university will help you find another suitable programme.
NOTE:
Exchanges to universities in the US, Australia and New Zealand are not underpinned by a grant
system such as the SOCRATES agreement for European countries. An exchange agreement
must be in place before actual exchanges can take place (US immigration laws). Continuation of
the agreement depends on the exchange of equal numbers of students between the partner
educations over an agreed period. Therefore, it can happen that a US partner is unable to
accept a student‟s application for an exchange semester.
Sources of further information
Information centre: central hall Stenden university building: general information, brochures etc
can be consulted here. Intranet, A-Z index, E of Exchange, for an overview of partner
universities and programmes is a helpful source, but the website www.stenden.com/exchange
provides the most extensive overview.
Websites: Most universities and educations also have websites you can visit. Please do not apply
through these websites; it could result in you having to pay high tuition fees!
Applications
All applications must be made before the deadline communicated by the International Office/
Student Mobility Center. If you hand in the application materials late, you will be placed on a
waiting list.
International Office/ Student Mobility Center
International Office can be found in “De Haak”, the brown building next to the main building.
The office gives general advice and information to students and takes care of government
subsidies (some exchanges are eligible for financial support granted by the EU).
2E.2 The Exchange Programmes
In general, the exchange programmes are offered to all students. However, some universities
only offer programmes suitable for students with a specific hotel / retail or leisure interests. An
overview of the programmes and the coordinators responsible can be found on Stenden
Intranet, A-Z index, E for Exchange or www.stenden.com/exchange
Go to the information meetings or make an appointment with the coordinator for more specific
information on a particular exchange programme.
2F House regulations Stenden university hotel and Meeting –U
These regulations apply to the hotel, restaurants (Restaurant.NL, Canteen, IF), Stenden Student
Lounge, meeting rooms, conferences and events of the Stenden university hotel training
company of the International Hotel Management (IHM) programme. It is of utmost importance
Part 2 Hotel Management Study Guide 2011-2012 68

that each individual participating or involved with this programme reads the regulations prior to
starting their practical modules at the Stenden university hotel. In doing so, you will realized
that in the hospitality industry, good attitude, open-mindedness and hospitality towards others
are necessary tools to possess. This is not only relevant for practice, but also throughout your
study at Stenden.
1. General
1.1 Every IHM student is obligated to purchase a knife set as well as the book entitled
“New Dutch Cuisine” by Albert Kooij for the kitchen training.
1.2 If you have a chronic illness that can lead to absence throughout your module, please
inform the module coordinators of that specific module at least two weeks prior to
start of module.
1.3 Inform the practical instructors about absence in instances where you may have an
appointment with the doctor.
1.4 Driving lessons should be scheduled outside of school hours or practice shifts.
1.5 During school hours only urgent calls will be transferred to you.
1.6 If you destroy property, you will be required to replace it, monetarily.
1.7 Copiers, printers and computers are not for personal use.
2. Attitude
2.1 Always act in a correct manner towards guests, students and employees.
2.2 Do not leave valuables unattended.
2.3 There is a no smoking within the entire building. Smoking is only permitted in the
designative areas located outside Stenden or on the third floor.
2.4 Always be on time and be prepared
2.5 If caught stealing you will be directed to the Dean of IHM.
3. Admission to the hotel and public
3.1 Admission through the hotel is for guests if Stenden university hotel only; student
must use the front or back entrance of the school only.
3.2 Students are not allowed in the operational areas of the hotel when they are off duty.
In instances where you need to access the operational areas, you should make an
appointment via mail or telephone.
4. Clothing
Each student is expected to be properly dress for practice, this include complete uniform
necessary for the practice department and badges. As employees of Stenden university
hotel, you are expected to act and appear professionally.
Male Students: Guidelines for a Professional Appearance
4.1 Mobile phones are not permitted on the practice floor
4.2 Chewing gum and sweets are not permitted on the practice floor
4.3 Students are obligated to be in complete school uniform (pants, clean and ironed
college blouse, green tie and jacket)
4.4 Students are obligated to have polished black shoes. Trainers, boots, platforms shoes,
etc. are not permitted on the practice floor.
4.5 Students should be clean shaven
4.6 Socks should be either black or navy blue and free of prints.
4.7 A badge, the language flag and the Green Key Flag should be placed on the left side of
the blouse/jacket (flags above the name tag, in which the flags are located on one
line)
4.8 Earrings, piercings and tattoos are not permitted
4.9 Long hair is not permitted (hair should not reach or surpass your collar)
4.10 Extreme hair color is also not permitted
4.11 It is allowed to one watch and one ring per hand.
Female Students: Guidelines for a Professional Appearance
4.1 Mobile phones are not permitted on the practice floor
4.2 Chewing gum and sweets are not permitted on the practice floor
4.3 Students are obligated to be in complete school uniform (knee-length skirt, clean and
ironed college blouse, green tie and jacket)
4.4 Students are obligated to have polished black shoes. Trainers, boots, ballerinas,
platforms shoes, etc. are not permitted on the practice floor.
4.5 Skin-color nylon skirts are permitted on the practice floor
4.6 A badge, the language flag and the Green Key Flag should be placed on the left side of
the blouse/jacket (flags above the name tag, in which the flags are located on one
line)
Part 2 Hotel Management Study Guide 2011-2012 69

4.7 Excessive make-up, piercings (tongue, one earring per ear) and tattoos are not
permitted. Only one pair of (small) earrings.
4.8 Long hair should be tied up and avoid extreme hair color (only natural or neutral
colors).
4.9 It is allowed to one watch and one ring per hand.
5. Parking
5.1 The parking area in front of the Stenden university hotel is only for guest and visitors.
Students are obligated to park in designative parking areas located behind the school.
5.2 Bikes must be placed in the bike sheds.
5.3 In the evening you may place your bikes in the basement of the Exam Hall/ISM
building. However please be aware that the bike shed is locked at 23:00.
6. Company Restaurants: Canteen and IF
6.1 You are allowed to study in the company restaurants, however you are not permitted
to study there between 11:00 and 14:30. All students and employees must be able to
use the restaurant for eating. If you would like to study between these times please
go to the Stenden Student Lounge located in the city center.
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3 Student Facilities
3.1 Information services Leeuwarden, Groningen
At Stenden, you will receive information through various means of communication.
The students' charter and the study guide are part of those means.
Moreover, the study programme communicates extensively with the students.
For general announcements, Stenden uses the following media:
Intranet www.istenden.com
E-mail
„GO‟ Magazine
Announcements sent via e-mail
Bulletin boards
Plasma screens
Front Desks
3.2 i study
Welcome to i study
At i study, you will find everything that concerns
the organisation of the education.
For instance, information about:
Your enrolment or termination of enrolment
Studielink
Progress-credits registration
General information about study programmes
Studying abroad (International Office)
Arrangements with the student counselling office
Reservations of rooms and classrooms
Assistance for completing forms (OCW-duo)
Contact details:
I study room 0.30 (opposite the reception desk)
Opening hours: Monday up to and including Friday
from 08:30 to 16:30.
E-mail: istudy@stenden.com
Phone: +31 (0) 58 244 11 00
3.3 SMC & IRC international
At Stenden, the contact for:
Students from abroad who come and study at Stenden in Leeuwarden (the so-called
„incoming student‟)
Students who, within the scope of their studies at Stenden in the Netherlands, go
abroad to study, work or for industrial placement (the so-called „outgoing student‟).
The reasons for which you can contact SMC & IRC can be found on the intranet site
www.istenden.com.
3.4 The student counselling office
Students can contact the student counselling office of Stenden for information, advice, support
or counselling for:
questions concerning career choices (doubts whether you selected the right study
programme,
a second study programme, post-graduate education, advice on industrial placement
and applying for a job)
studying effectively and study planning
personal problems (leaving home, fear of failure, coping with bereavement, stress,
relationship issues, etc.)
study delay due to exceptional circumstances (profile fund)
+ Individual meetings and training possible
financial problems (emergency fund)
financial assistance for students
the binding recommendation regarding the continuation
of their studies
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functional restriction and dyslexia, preparing a learning agreement with provisions and
facilities
top sports
conflicts, objection, and appeal
professional matters
Comprehensive information about the services offered by the Student Counselling Office of the
Leeuwarden campus (incl. contact information) can be found on the intranet site
www.istenden.com under the header of Student Counselling Office.
E-mail address Leeuwarden: decanaat@stenden.com.
3.5 Disability & Study
At the student counselling office, there are two student counsellors who also act as a contact
person for Disability & Study.
If you have a functional restriction, it is wise to contact them prior to commencing your studies.
In any case, report it as soon as you begin your studies. This makes it easier for us to provide
you with the necessary facilities. The Disability & Study contact persons are also the persons to
whom you can submit comments and complaints, about facilities, for instance. Refer to the
Study & Disability Protocol in chapter 4
of the 2011/2012 Stenden Students‟ Charter, part I.
Leeuwarden, Groningen:
The Disability & Study contact persons are Hermien Moning (Leeuwarden and Groningen) and
Nynke Vink (Emmen, Meppel, and Assen). They are the contacts for students with a functional
restriction or disability.
They can provide advice about possible facilities and how to request them.
They can also act as intermediaries in this respect.
3.6 Confidential Advisor for undesired behaviour
It can happen that you are confronted at school or industrial placement with undesired
behaviour (for example, intimidation, sexual harassment, discrimination, racism). For that
purpose, Stenden has prepared regulations and there is an external confidential advisor who is
responsible for care and advice to students and employees who are confronted
with undesired behaviour. You are also welcome there even if you just want to report undesired
behaviour.
Comprehensive information about the regulations, our definition of undesired behaviour, and
the role of the confidential advisor in the care and counselling (incl. contact information) can be
found on the intranet site of the Leeuwarden and Groningen campuses, www.istenden.com,
under the header of Confidential Advisor. Concerning the Emmen campus,this information can
be found at www.istenden.com.
The Regulations concerning undesired behaviour have been included in chapter 9 of the
2011/2012 Stenden Students‟ Charter, part I.
3.7. The Leeuwarden timetabling office
The Timetabling Office takes care of the timetabling of educational activities. You can find your
schedule on the timetable site on the intranet, www.istenden.com, under the header of
Timetables.
You can also consult your timetable on schedules.stenden.com (without www). In „name of
school‟, only enter „stenden‟. This will allow you to consult your timetable on that site (even
from home).
3.8 Information & Registration Centre
The Information & Registration Centre administers the personal information of all domestic and
international students of all campuses of Stenden. The students administration is responsible for
matters such as:
enrolment and termination of enrolment (via Studielink)
collection of tuition fees
Comprehensive information about the services of the Centre (including contact information) can
be found on the intranet site under Information & Registration centre (www.istenden.com).
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3.9. Registration of Study Results Leeuwarden, Groningen
The Information & Registration Centre administers the study results of all Stenden students.
By means of the ProgRESS programme, each student can consult his or her study results online
(at any PC with an internet connection).
Extensive information about consulting study results is posted on the intranet site under the
header of Information & Registration Centre.
Direct access to ProgRESS can be obtained via www.progressww.nl/stenden or
www.istenden.com.
3.10 Tests
When and where are tests taking place, how can a student register for a test, when can the
tests be repeated, and what are the test results?
All of this is taken care of by the IRC Test Service Office. Comprehensive information about the
services of the Test Service Office (incl. contact information) can be found on the intranet site
www.istenden.com.
3.11 ICT & Media
Everything concerning information and communication technology and audiovisual facilities at
Stenden is organised centrally in the department of ICT and Media.
How can you obtain a login, where can you print, where in the building can you use a computer,
which general rules should you comply with as a user of ICT facilities?
The answer to these and other questions can be found on the intranet site www.istenden.com of
ICT & Media. ICT & Media (Leeuwarden campus) also provides support for the use of ICT
facilities and oversees the audiovisual facilities. The latter service varies from lending out a
digital camera to assistance in the use of media workspaces such as an editing room.
In the event of questions about ICT and AVM related matters, students can send an e-mail to
ict-media@stenden.com, or visit the information desk on the Leeuwarden campus.
Employees with questions about ICT and AVM can send an e-mail to ict-media@stenden.com or
call extension 1616 or visit the information desk on the Leeuwarden campus.
3.12 Intranet
Stenden‟s intranet is a central location where all relevant information for students and
employees can be found and from where e.g. the electronic learning environment and other
systems can be accessed. For instance, you will find timetables, news and announcements of
Stenden and of your study programme. You can indicate which information and links are
important to you. The intranet can be accessed via your Stenden login (www.istenden.com).
3.13 Blackboard (ELO) Leeuwarden, Groningen
Blackboard is the digital learning environment of Stenden. Blackboard contains primarily
educational material, but Blackboard also enables students (and lecturers) to contact each other
for the completion of an educational assignment. Blackboard can be accessed from inside as
well as outside the Stenden campuses via http://elo.stenden.com/webapps/portal/frameset.jsp
or www.istenden.com.
3.14 The Library
On the various Stenden campuses, the Library is the central location where library facilities,
study workspace, and study facilities for all study programmes of Stenden have been brought
together. On the campuses of Emmen and Leeuwarden, students have access to a large study
and meeting room in combination with the Library. At the Libraries, students can make use of
the loan collection, as well as study in the study hall and access the non-lending collection ,
such as current periodicals, for instance.
At the campuses of Assen, Meppel, and Groningen, students can make use of the study
workspaces, which are of the same quality as that of the entire University of Applied Sciences as
far as facilities and services are concerned. Information experts are present on the campuses to
answer questions concerning literature and reference works, periodicals, information searches,
etc.
All facilities for students are also available to the lecturers and the remainder of the staff. In
addition to all literature, the Library also has its own digital library which can be accessed by all
Part 2 Hotel Management Study Guide 2011-2012 73

students, even remotely from home. In addition, you will find the reference works, dictionaries,
and knowledge bases for the specific study programmes.
More information can be found on the Stenden website under:
http://www.stenden.com/nl/mystenden/studielandschapvhchn/informatieoverhetstudielandscha
p/Pages/default.aspx.
3.15 Stenden shop
Module books, readers, computer supplies, binders, paper, and other
office supplies can be obtained from the Stenden shop (at the entrance of the knowledge plaza,
just at your right at room 0.26).
3.16 The Alumni Network
The Alumni Network is a network of contacts for last-year students and graduates of all Stenden
study programmes. The purpose of the Alumni Network is to maintain structural contact
between graduates (alumni), the study programmes, and Stenden.
The Alumni Network ensures that alumni are kept informed of the most recent developments in
the field of work, the study programme, and the (career) developments of other alumni. In
return, Stenden is kept informed of the careers of alumni as well as any developments in the
labour market. Moreover, this provides Stenden with important feedback on the curriculum.
Extensive information about the Alumni Network and its facilities can be found on the website of
Stenden, via http://http.stenden.com/alumni. (for entry study guide IHM-
>www.alumninet.stenden.com).
3.17 First Aid, contingency plan
Stenden has a corporate contingency plan. This plan describes the principles and courses of
action in the event of fire, accidents, and other contingencies.
On the intranet site, www.istenden.com, you can find all instructions concerning alarm, fire,
company emergency service, first aid, and contingency plan.
3.18 Canteen, IF company restaurant; restaurant.nl (Leeuwarden)
In the spring of 2010, we opened Canteen, the restaurant for employees and students of
Stenden Leeuwarden. Every day, Canteen offers an international assortment of snacks, dishes,
fresh juices, and drinks. They consist exclusively of natural ingredients, naturally 100% organic,
without E numbers or other artificial flavour enhancers. Everything is prepared in a sustainable
manner by means of international cooking techniques. The concept of Canteen has taken years
to develop. Stenden is the first University of Applied Sciences with such a concept and in doing
so, puts its vision of „Serving to make it a better World‟ into practice.
IFood & Drinks (IF), Leeuwarden
Just like Canteen, IF is intended for students and employees of Stenden Leeuwarden. IF
operates according to the same principles as Canteen.
Restaurant.nl, Leeuwarden
Restaurant.nl was launched in 2007, based on the principles of the „Nieuwe Nederlandse
Keuken‟ (New Dutch Kitchen).
It is the restaurant of the Stenden Hotel intended for the hotel guests and other external
guests. This restaurant also makes exclusive use of natural
ingredients that are obviously 100% organic and do not contain E numbers or other artificial
flavour enhancers.
3.19 Randstad employment agency
Within the walls of the Stenden building, on the ground floor opposite the reception desk, there
is a branch of the Randstad employment agency. Randstad serves recent and graduates of
longer standing. Are you looking for a (second) job? In that case, you can visit Randstad.
Part 2 Hotel Management Study Guide 2011-2012 74

3.20 Teach - Inn hairdresser
At the ground floor you can make an appointment with the hairdresser at room 0.79. This
hairdresser is a learning company for intermediate vocational education students. The opening
hours are mentioned on the door.
3.21 ABN-Amro bank
At the entrance of the Rengerslaan you find the ABN-Amro bank (studentshop) at your right.
Here you can arrange your banking business and/or withdraw cash from a cash dispenser/chip.
3.22 Expect Leeuwarden campus
A student or professional is not someone who just does what he or she is told to do. He thinks,
looks for meaning and significance, and develops a vision. That vision is broad, personal, and
yet not simply based on striving for one‟s own interest. It is also good for your personal
development to work on creating that broad vision, on yourself, the people around you and
removed from you, and (world) society. Expect offers activities that deal with that quest for
meaning. It concerns courses with attention to contacts between cultures, ethical questions in
practice, religion, and views of humanity and society. In addition, you can participate in
projects, e.g. a radio programme at a local broadcasting station, exhibition, and information
market for development projects. The programme also includes a number of educational
trips.Participating in an activity often allows you to earn one or more credits, after consultation.
Expect is associated with the local churches, but it also has a broad orientation and welcomes
everyone who is interested. Information: http://www.expect-leeuwarden.nl.
3.23 Student City Leeuwarden
Did you opt for a study programme at Stenden in Leeuwarden? In that case, we congratulate
you. You have namely opted for studying in one of the most fun student-oriented cities in the
Netherlands.
In Leeuwarden, you can still easily find a cheap and spacious room, there is a broad assortment
of student sports, and it has a great nightlife and extensive shopping opportunities. In addition,
Leeuwarden is one of the Dutch cities with the largest range of events.Student City Leeuwarden
is a foundation of the three Universities of Applied Sciences, which tries to make Leeuwarden an
even better student city. At Student City Leeuwarden, you can affordably practise sports, be
assisted in your search for a room, and participate in one of the many student events that are
being organised. Student City Leeuwarden closely cooperates with all student associations in the
city.You can find extensive information about the student facilities in Leeuwarden on the website
www.leeuwardenstudiestad.nl.
3.24 Affordable muscle pain!
As a student, you can practise sports at a discounted rate in Leeuwarden. Student City
Leeuwarden offers you the opportunity to practise sports individually or in a team. The selection
of various sports is infinite. Moreover, sports events and workshops are frequently organised for
students with a sports card. Examples are a football competition, badminton ladder competition,
tennis tournament, an introduction to diving, and the famous football tournament, LSV.
What is HBO Sport?
HBO Sport is a body at Stenden, which strives to offer the best possible sports facilities for
students. We do so by means of: fixed weekly activities such as futsal and basketball, volleyball
available hours at various fitness centres (fitness, squash, tennis, aerobics, spinning, etc.)
available hours for swimming at Aquarena as well as Parc Sandur tournaments in futsal and
volleyball, among other sports discounts for various venues (bowling, sports shops). Would you
like to organise a training hour or another activity? Or would you like to play an additional
tournament? In that case, send an e-mail to hbo-sport@stenden.com.
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4 Regulations for illness and other exceptional circumstances
Below, we indicated the necessary arrangements you must make when illness or other exceptional
circumstances (temporarily) prevent you from participating in your education.
4.1 Scheme concerning illness or other exceptional circumstances
If a student cannot be present at a compulsory educational activity due to illness or exceptional
circumstances, then he or she has to report this on the same day before 17:00 o‟clock at the Front Desk
(+31 (0) 58 - 244 1335) of the study programme. If the student leaves, due to illness or circumstances,
while compulsory educational activities are still ongoing, then he or she must report this to the Front
Desk.
If illness or exceptional circumstances threaten to cause a study delay, then the student (full-time and
work-study) must contact his or her study coach/study programme coach and the student counselling
office.
4.2 Not attaining the standard of the (binding) recommendation
If you believe that, due to illness and other exceptional circumstances (refer to 4.4), you will not be able
to achieve the standard of the binding recommendation on the continuation of your studies in the first or
second year, then you must report the exceptional circumstance to your personal coach as well as to a
student counsellor.
Furthermore, before 1 June (February intake before 1 November), you must submit a written request to
the Examination Committee to have the exceptional circumstance taken into account in the preparation
of the recommendation.
For more information: Refer to chapter 3 of part 1 of the Students‟ Charter, which also includes the
„Regulations on study advice‟.
4.3 Study delay
If you believe that, due to illness and other exceptional circumstances (refer to 4.4), you will incur such a
study delay, that your studies will require more than four years to complete, you must report the
illness/exceptional circumstance to your personal coach as well as to a student counsellor.
The student counsellor will discuss with you the consequences for your student grants and loans and can
inform you about the profile fund. In order to qualify for financial support from the profile fund, you must
report the exceptional circumstance as soon as possible to the student counsellor. If you know that you
will not be able to participate in the education e.g. due to a scheduled admission to a hospital, you must
report this immediately.
You can also contact the student counselling office if there is a chance that you will not be able to
graduate within the allowable term of 10 years due to exceptional circumstances. For more information,
refer to chapter 6 of part 1 of the 2011/2012 Students‟ Charter, which also includes the Scheme for the
Profile Fund.
On the intranet of Leeuwarden campus, www.istenden.com, you can also consult the site of the student
counselling office.
4.4 Exceptional circumstances
Exceptional circumstances, referred to in 4.2 and 4.3, include the following circumstances:
illness (also psychological)
pregnancy
exceptional family circumstances (such as your parents divorcing, serious illness or death in the
immediate family)
participation activities for the University of Applied Sciences
top sports
board membership of certain student associations
„non-feasibility‟ of a study programme from the student‟s point of view
4.5 Basic facilities for students with a functional restriction
We define basic facilities as those facilities that should always be present,
irrespective of whether there are students using them at any given point in time. The Equal Treatment of
Disabled and Chronically Ill People Act has been in effect since 1 December 2003. The Act stipulates that
when a student with a functional restriction requires modifications of a technical, educational, or
supportive nature, in order to be able to attend a study programme and he or she requests such
Part 2 Hotel Management Study Guide 2011-2012 76

modifications from the institution, then the study programme or institution must make those
modifications.
The modifications must meet two requirements:
They must be suitable and necessary. Suitable means that the modification
must remove or reduce an impediment, which will enhance the independence of the concerned student.
Necessary means that the same goal cannot be achieved in a different and cheaper manner. All of this to
the extent that the requested modifications do not entail a disproportionate burden for Stenden as
referred to in art. 2 of the Equal Treatment of Disabled and Chronically Ill People Act.
One of the student counsellors is the contact person for Disability & Study (refer to section 3.5 in chapter
3).
This student counsellor will provide information and advice about possible modifications and facilities and
will mediate in their realisation.
A Material facilities
Toilets for the disabled
Parking spaces for disabled persons
Cash dispenser at restaurant positioned at the level of a wheelchair user
Low computer on a stand at the level of a wheelchair user
Mobile ear inductance available on loan at the audiovisual service
Laptop available on loan at the audiovisual service
Reading pen
Use of text-to-speech software
B Educational facilities
opportunity for extending time available for test
opportunity for separate seating during a test
opportunity to obtain readers in increased font size (12 points)
opportunity to obtain a modified class timetable
opportunity for changing study planning
opportunity for an alternative assignment
opportunity for an adapted work form
opportunity for changing form of test
opportunity for flexible learning track
opportunity for industrial placement adapted in form and duration
opportunity to receive the test enlarged on A3 format
opportunity to use computer during tests
opportunity to use computer with speech
C Financial facilities
allowance of dyslexia examination (up to 400 euros maximum)
profile fund
facilities in the area of student grants and loans
Procedures
Re A Material facilities
Most material basic facilities can be used unconditionally. If the student wants to make use of the
facilities administered by the audiovisual service, he or she must submit a request via the Disability &
Study contact person/student counsellor.
If a facility (a special chair, for instance) is provided on loan, the request is submitted to the Disability &
Study contact person and laid down in a learning agreement.
Re B Educational facilities
If a student wants to make use of certain facilities, it is recommended to make an appointment with one
of the Disability & Study contact persons/student counsellor as soon as possible.
Sometimes, it is advisable to do so before beginning your studies. They can provide advice about possible
facilities. In consultation with the student counselling coordinator, you can discuss which steps to take to
realise the facilities. For certain facilities, you must submit a request to the Examination Committee.
A medical certificate is desirable. The agreements and responsibilities are laid down in a learning
agreement, entitled „Studying with a functional disorder‟. The learning agreement applies to the entire
study programme or certain components of it and to a definite period.
Students who want to have special test facilities must reserve these, if possible, at least 2 weeks prior to
the test period with the Disability & Study contact person or the student counsellor responsible in that
respect. The Test Service Office takes care of the organisation of the test facilities.
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Re C Financial facilities
When the student or the department suspects that the student has dyslexia and the student is
inconvenienced by it in his or her education, then the student can undergo a dyslexia examination. The
Disability & Study contact person/student counsellor will arrange the application for an allowance for this
examination. This allowance will be 400 euros at most.
When a student incurs a study delay or is forced to break off his studies due to his or her functional
restriction, there are various financial schemes possible, e.g. 12 additional months of student loans and
grants. The student counsellor will discuss which scheme applies to the student‟s situation and assists in
the application.
Contact
Disability & Study contact persons, Leeuwarden:
for the Leeuwarden and Groningen campuses
Ms. Hermien Moning, hermien.moning@stenden.com
You can schedule an appointment via i study Leeuwarden.
Emmen campus: for the Emmen, Assen, and Meppel campuses
Ms. Nynke Vink nynke.vink@stenden.com
You can schedule an appointment via i study Emmen.
4.6 Scheme for medical certificate in the event of illness
4.6.1 Purpose of the certificate
If a student:
wants to terminate his or her enrolment during an academic year due to illness;
relies on financial support from the profile fund due to illness; does not participate in an
examination (component) due to illness; and the Examination Committee requires him or
her to substantiate this with proof, he or she must submit a medical certificate to (a) IRC,
(b) the profile fund committeeor (c) the examination committee of the study programme.
4.6.2 Obtaining the certificate
You can request a medical certificate from your family doctor or a medical specialist.
4.7 Studying and RSI (CANS)
There are students who suffer from pain in the arm, neck, shoulder, elbow or wrist. Initially, they often
think that it will go away. Unfortunately, that is not always the case. The pain referred to here could be
an indication of RSI: Repetitive Strain Injury,also known as “mouse arm”. If the initial symptoms are not
taken seriously, the problems will usually gradually get worse. According to a number of involved
professional groups, the term RSI has a negative connotation and some practitioners (wrongly) diagnose
RSI. Therefore, they have agreed to begin using the new term, CANS (complaints of Arm, Neck and/or
Shoulder).
RSI is difficult to diagnose, because the pain can have multiple causes. Because CANS is still a fairly
recent term, we will continue to talk about RSI in this section, for clarity‟s sake. In the case of RSI, there
is a clear relationship between the manner in which you work and the symptoms.
Factors that can lead to RSI are:
wrong posture when seated during work
repetitive work
too little variation in posture as well as work
stress
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Even when studying, there can be activities that involve working in the same posture and/or making the
same movements for a prolonged period of time. The monitor assumes an important position in work, not
only at school but often also at home.
Moreover, chatting, internet surfing, and computer games take up a non-negligible part of the time
consumption.
RSI can largely be prevented. The most important tips for prevention are:
Do not work more than five or six hours per day behind a monitor and not more than two hours on a
laptop!
The mentioned times include chatting, e-mailing, and games!
in the case of work behind a monitor, take a brief break at the end of every hour
pay attention to a proper posture when seated behind the monitor
alternate between working behind a monitor and other work
ensure sufficient relaxation in addition to studying
pay attention to beginning symptoms (pain, tingling, and stiffness) and consult your (family)
doctor in a timely manner.
More information about RSI can be found on Chnet and the Internet.
In any case, the following sites provide a proper overview:
http://rsi.pagina.nl
www.muisarm.nl
Postbus 51 (www.postbus51.nl) publishes a brochure free of charge „Veilig werken: RSI -
informatie voor werknemers en werkgevers‟ (Working safely: RSI – information for
employees and employers).
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5 Employees IHM
Employees IHM
Name / Lecturer Title/Init. Position Room email (@stenden.com) (058-244)
Agema Mrs. P. Lecturer and trainer HRM 1.66 petra.agema 1276
Alejo Mrs. J. Adm. assistant placement office 1.85 jane.alejo 1361
Assen Mrs. J.H.E. Lecturer Career Development 1.91 hanneke.assen 1493
Baarle Mrs. M.L.G.A. Lecturer 1.90 liduina.van.baarle 1731
Benhadda Mrs. L. Lecturer Intercultural Management 1.74 latifa.benhadda 1119
Beurden Mrs. M van Lecturer English 1.75 marieke.van.beurden 1458
Bijsterbosch Mrs. W. Lecturer French 1.78 willie.bijsterbosch 1367
Blaauw Mrs. A Teamleader year 3 a.i. 1.82 angela.blaauw 1133
Boer Mrs. E. de Lecturer Research and Management 1.67 elsbeth.de.boer 1267
Boer Mrs. M.R. de Lecturer, trainer, Coordinator PBL 1.74 marte.rinck.de.boer 1377
Boer Mr. P de Lecturer English 1.75 peter.de.boer 1458
Brandsma-Dieters Mrs. A. Lecturer 1.86 anja.brandsma-dieters 1730
Broekens Mrs. J. Coordinator placement office 1.85 joke.broekens 1577
Brug Mrs. C Lecturer/Coordinator Pro HHO 1.87 carin.brug 1334
Busscher Mrs. C. Co-ordinator IHM part-time 1.78 cynthia.busscher 1502
Buursma Mrs. A. Staff member Service Desk 1.81 anke.buursma 1549
Cavagnaro Mrs. E Lecturer 208A elena.cavagnaro 1737
Chibili Mr. M. Lecturer Economics 1.74 michael.chibili 1364
Coerts Mr. J. Lecturer business economics 1.70 jurgen.coerts 1551
Cornelius Mr. W.F. Lecturer Gastronomy 1.90 wouter.cornelius 1765
Craig Dr. D. Lecturer 1.87 don.craig 1337
Cutler Mrs. E. Lecturer elizabeth.cutler
Dekker Mr. L.C. Lecturer HRM 1.76 leo.dekker 1386
Delstra Mr. E.M. Lecturer gastronomy 1.66 edzard.delstra 1370
Dickson Mrs. J. Lecturer Marketing 1.58A jaime.dickson 1618
Dijk Mrs. R.Y. Staff member Service Desk 1.81 rita.dijk 1404
Dulk Mr. H den Lecturer Communication hans.den.dulk
Eleveld Mrs. G. Lecturer HRM 1.91 giny.eleveld 1396
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Name / Lecturer Title/Init. Position Room email (@stenden.com) (058-244)
Faber Mrs. K.A. Lecturer Spanish 1.77 karin.faber 1476
Feenstra Mrs. M. Coordinator Secretary / IHM Service Desk. 1.81 margreet.feenstra 1579
Galien Mr. S van der Head of school 1.83 sjoerd.van.der.galien 1397
Gonsalves Mr. A. Lecturer 1.70 allan.gonsalves 1562
Green Mr. O. Lecturer Strategic Management 1.77 osborne.green 1357
Groot Mr. A. de Lecturer Cruise Management 1.76 ate.de.groot 1437
Grooten Mr. W.M.H. Lecturer Law 1.66 winand.grooten 1533
Haagsma Mrs. N.I.
Coordinator Blackboard and Progress Test,
1.68 nynke.haagsma 1573
Lecturer German
Hazekamp Mrs. M. Coordinator Student Support Internat.students 1.66 marian.hazekamp 1533
Heinhuis Mrs. E. Finishing Touch Programme 1.58 eef.heinhuis 1704
Hekke voor „t Mr. J. Lecturer ICT/Social Media 1.65 jeroen.voor.t.hekke 1370
Herman Mr. P. Lecturer communication 1.76 peter.herman 1437
Hoekstra Mr. A.
Lecturer business economics
1.58 ale.hoekstra 1375
Counsellor Dutch students
Hoekstra Mr. M. Lecturer business economics 1.70 marcus.hoekstra 1551
Homoet Mrs. S. Lecturer English 175 saskia.homoet 1627
Host Office Coordinators Host programme 158A hostprogramme 1618
Houten Mrs. M. van Scheduling 1.86 marjorein.van.houten 1730
Huisman Mrs. J. Lecturer English 1.75 julia.huisman 1627
Humalda Mr. Drs. D. Lecturer communication 1.76 dirk.humalda 1239
Jippes Mr. H.J. Team leader 2 nd year 1.89 harry.jippes 1376
Jong Mr. F.S.C. de Secretary exam committee 1.84 frans.de.jong 1303
Jonker Mr. E. Lecturer business management 1.92 ernst.jonker 1447
Keizer Mr. A.W. Lecturer 1.67 alfred.keizer 1407
Keizer-Remmers Mrs. A. Lecturer Intercultural management 1.74 anne.keizer 1728
Kern Mrs. J.J. Lecturer Spanish 1.77 janny.kern 1476
Klip Mrs. A.M v.d. Lecturer Communication 1.63
anne-
1118
marieke.van.der.klip
Klosse Mr. P Lecturer gastronomy peter.klosse
Knoester Mr. F. Lecturer computer science frank.knoester
Kooijker Mr. D.H. Lecturer Marketing 1.63 david.kooijker 1118
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Name / Lecturer Title/Init. Position Room email (@stenden.com) (058-244)
Korver Mrs. M Adm. assistant placement office 1.85 miriam.korver 1577
Kramer Mrs. K. Lecturer Hygiene 1.87 klaske.kramer 1334
Lamsma Mrs. I.G. Staff Member Service Desk 1.81 ingrid.lamsma 1549
Loup Mrs. S.M. Lecturer Strategic and Revenue Management 1.104 sandy.loup 1368
Medema Mrs. M. Lecturer research 1.78 monique.medema 1367
Mud Mrs. A.T. Adm. Assistant Exam Committee 1.84 adri.mud 1393
Müller Mrs. J.T.M. Lecturer International Law 1.66 jacqueline.muller 1533
Nairn Mrs. P. Team leader 4th year 1.89 prue.nairn 1362
Naisola-Ruiter Mrs. V.N. Lecturer Intercultural Management 1.92 victoria.naisola.ruiter 1758
Offerein Mrs. N. Lecturer Food and Beverage 1.69 nicole.offerein 1372
Otten Mrs. M HR Coordinator 1.86 marloes.otten 1730
Pekel Mrs. J. Coordinator placement office 1.85 jenny.pekel 1577
Penning Mr. C. Lecturer Economics 1.70 cor.penning 1551
Penninga Mrs. S.M. Lecturer Rooms Division 1.104 saskia.penninga 1266
Postma Mr. M. Lecturer German 1.68 michiel.postma 1573
Reen Mr. M.W. Lecturer German 1.68 martin.reen 1573
Rosier Mrs. E. Lecturer English 1.75 elise.rosier 1458
Schagen Mrs. K. Lecturer HRM 1.91 kitty.schagen 1689
Scheffer Mrs. C Lecturer 1.92 carolien.scheffer 1447
Singh Mr. H.
Lecturer Rooms Division and Revenue
Management
1.69 harpinder.singh 1372
Sluijter Mrs. J. Team leader 1 st year 1.82 jody.sluijter 1753
Steenhuis Mrs. H Ass. Coordinator Placement Office 1.85 hanneke.steenhuis 1578
Swint Mr. F.E. Lecturer research 1.69 frans.swint 1389
Tarus Mr. E.S. Lecturer 1.92 edwin.tarus 1758
Thibaut Mrs. A. Lecturer French 1.65 anne.thibaut 1370
Thompson Mr. C, Academic Dean IHMS 1.88 craig.thompson 1950
Ven Mrs. A. v/d Lecturer Event Management 1.104 anita.van.der.ven 1368
Vrenegoor Mrs. F. Tutor 1.78 femke.vrenegoor 1367
Vuuren Mr. R. van Lecturer strategic management 1.105 rob.van.vuuren 1644
Weij Mrs. M. v/d Lecturer French 1.78 marike.van.der.weij 1367
Wen Mrs. M Tutor 1.82 mandy.wen 1133
Part 2 Hotel Management Study Guide 2011-2012 82

Name / Lecturer Title/Init. Position Room email (@stenden.com) (058-244)
Wienia Mrs. P. Lecturer F&B Management 1.92 petra.wienia 1447
Wilmink Mr. W Lecturer 1.87 wibo.wilmink 1334
Windt Mr. J. de Lecturer 1.86 jassir.de.windt 1813
Woude Mr. J. v/d Tutor 1.87 jorrit.van.der.woude 1464
Yücedag Mr. S. Lecturer Marketing 1.67 sabahattin.yucedag 1369
Zaal Mrs. C. Lecturer 1.104 corine.zaal 1368
Zhang Mr. R. Lecturer Research 1.68 ran.w.zhang 1802
Zwaal Mr. W. Lecturer research skills 1.105 wichard.zwaal 1644
Zwaan Mrs. B. de Lecturer F & B 1.90 brenda.de.zwaan 1731
Zwart Mrs. M Management assistant 1.82 marieke.zwart 1309
Boerema Mrs. A.M. Practical Instructor Congress MeetU Anne-Magreet.Boerema 1742
Drenth Mrs. L. Practical Instructor Congress MeetU ldrenth 1385
Hoor Mr. M. ten General Manager SUH Suh marco.ten.hoor 1799
Oosterwijk Mrs. T. Practical Instructor Congress MeetU tessa.oosterwijk 1142
Sluis Mr. A. v/d Coordinator Meeting-U Suh anton.van.der.sluis 1592
Sopacua Mrs. D. Practical Instructor Meeting-U MeetU Djamila.sopacua 1841
Name/Lecturer Title/Init. Position Room Email(@stendenhotel.com) (058-244)
Alstein Mrs. E. Practical Instructor Restaurant Suh esther.alstein 1781
Bleeker Mr. E. Practical Instructor Kitchen Suh Eelco.bleeker 1778
Boon Mrs. T. Finance & Control Suh trijntje.boon 1117
Bos Mrs. R. Practical Instructor Front Office Suh Roelien.bos 1787
Bossema Mr. J. Project Manager Suh jan.bossema 1799
Bouwman Mr. A. Practical Instructor Stenden Student Lounge Suh andries.bouwman 2138782
Bruyn Mrs. S. de Practical Instructor Restaurant Suh shane.de.bruyn 1781
Dijk Mr. D. van Practical Instructor F&B Suh douwe.van.dijk 1771
Felius Mr. N. van Practical Instructor Stenden Student Lounge Suh niels.van.felius 2138782
Gelderen Mrs. Y. van Practical Instructor IF Suh yvonne.van.gelderen 1246
Giesing Mr. A. Practical Instructor F&B control Suh atze.giesing 1774
Jager Mrs. H. Practical Instructor Qualityquality assurance Suh hillegonda.jager 1775
Part 2 Hotel Management Study Guide 2011-2012 83

Name/Lecturer Title/Init. Position Room Email(@stendenhotel.com) (058-244)
Klaassens Mr. L. Practical Instructor Kitchen Suh leendert.klaassens 1778
Kooy Mr A. Executive Chef Suh albert.kooy 1771
Legebeke Mr. J. Practical Instructor Canteen Suh john.legebeke 1782
Meer Mrs. A. v/d Practical Instructor Housekeeping Suh anita.van.der.meer 1743
Mahmood Mr. K. Practical Instructor Front Office Suh kashif.mahmood 1787
Mos Mrs. R. Practical Instructor Restaurant Suh rilana.mos 1781
Schrage Mr. H. Practical Instructor Facilities Suh herman.schrage 1779
Tasma Mrs. J. Practical Instructor RD/Revenue Suh joke.tasma 1771
Tekelenburg Mr. J. Practical Instructor Night Audit Suh jan.tekelenburg 1787
Veen Mr. J. ten Practical Instructor Kitchen Suh johan.ter.veen 1778?
Voskuilen Mr. G. Practical Instructor Materials/kitchen Suh gerard.voskuilen 1776
Vries Mrs. M. Practical Instructor Reservations Suh marit.de.vries 1785
Wewer Mrs. P. Practical Instructor Housekeeping Suh patricia.wewer 1743
Wiersma Mr. D. Practical Instructor Restaurant Suh douwe.wiersma 1781
York Mrs. L. Practical Instructor HRM Suh LaVerne.York 1727
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Study guide IHM, part 2 2010-2011 85