The International Hospitality Management Code ... - Stenden Rangsit

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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
Page 1 and 2: Hotel Management Study guide 2011-2
Page 3 and 4: Table of Contents Introduction 1 Th
Page 5 and 6: 3 Student Facilities 71 3.1 Informa
Page 7 and 8: The Hotel Management Code of Behavi
Page 9 and 10: What is expected from IHM IHM‟s e
Page 11 and 12: 1 General information about the Edu
Page 13 and 14: Practical training The second educa
Page 15 and 16: Composition Advisory Board Mr. G. B
Page 17 and 18: Mission & Vision We provide a home
Page 19 and 20: Twelve competences form the basis o
Page 21 and 22: Competence Year 1 Year 2 Year 3 Yea
Page 23 and 24: 2A.3 Views on learning and teaching
Page 25 and 26: Exceptions There are two exceptions
Page 27 and 28: Students with an MHS diploma After
Page 29 and 30: More and more students want to foll
Page 31 and 32: From Up to week Particulars Activit
Page 33 and 34: Each first year student receives a
Page 35 and 36: Career Development 3 84 Extracurric
Page 37: Module content In the first year of
Page 41 and 42: organisation of the different depar
Page 43 and 44: leading employees in a department;
Page 45 and 46: Planning Module coordinator Mr. F.
Page 47 and 48: 2B.6 Curriculum for the third year
Page 49 and 50: Hospitality Operations Management M
Page 51 and 52: After completing the industrial pla
Page 53 and 54: Learning Communities: Study Career
Page 55 and 56: Procedure Elective credits Modern F
Page 57 and 58: 2C.3 Finishing Touch Programme The
Page 59 and 60: par.13 A student who is not able to
Page 61 and 62: par. 5 Announcements concerning the
Page 63 and 64: par. 3 Additional regulations gover
Page 65 and 66: . Students can only collect the ori
Page 67 and 68: the request after consulting the di
Page 69 and 70: situation applies, unless this is n
Page 71 and 72: Article 17.2 Closed questions in a
Page 73 and 74: 8. Your input as a foreign student
Page 75 and 76: 4.7 Excessive make-up, piercings (t
Page 77 and 78: functional restriction and dyslexia
Page 79 and 80: students, even remotely from home.
Page 81 and 82: 4 Regulations for illness and other
Page 83 and 84: Re C Financial facilities When the
Page 85 and 86: 5 Employees IHM Employees IHM Name
Page 87 and 88: Name / Lecturer Title/Init. Positio
Page 89 and 90:
Name/Lecturer Title/Init. Position
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