Hospitality Based English; Personal development, motivation.

Hospitality based English: meeting and greeting phrases used in operational areas; personal development (patience, respect, tolerance, leadership skills, technical skills); Motivation: The art of motivating others using self-motivation and appropriate language skills.

2. Basic Management Principles

Fayol’s principles of management; management level.

Introduction to Fayol’s five principles of management: planning, organizing, staffing, leading, controlling – to be explained generally and in the specific context of hospitality.

Hotel hierarchy: GM, departmental heads, supervisors, operational staff (to be explained in general and in the specific context of hospitality).

3. Hospitality Management and Tourism

Interdependence of hospitality management and tourism.

meaning of each. An understanding of why and how hospitality and tourism are intertwined, with examples.

4. Services provided in hospitality

Services offered to guests, characteristics of hospitality personnel.

Services provided to guests such as food and accommodation services and personal services (eg – tour arrangement, sightseeing, spa) – will be briefly discussed with examples.

Traits of hospitality personnel such as dedication, honesty, social intelligence, empathy, presence of mind, knowledge of different languages, punctuality, positive attitude, presence, communication skills, networking, initiative, personal touch, taking responsibility, positive body language, link hard work, willingness to learn, ambition and talent

5. Department in a Hotel

Food Production, Food & Beverage Service, Front Office, Accommodation Operations.

Food production – knowledge of basic commodities (salt, sugar, fats, oils, raising agents); Meaning of cuisine, examples of two Indian regional cuisines (own state and another) and their popular dishes and two international cuisines and their popular dishes (French and Italian); Basic knife skills and cutting of vegetables.

Food and Beverage Service – Meaning of Catering Establishments, Brief History of Catering – Thermopolia, Sarai, Sarai (in Rome and Greece), Dharamshalas, Sarais, (in India) leading to present day restaurants, hotels, cafes; Food and Beverage Service Sector, Departmental Hierarchy, Duties and Responsibilities of Employees, Service Conventions (Overview).

Front Office – Departmental hierarchy, duties and responsibilities of front office staff. Brief explanation of how the front office has interdepartmental relationships with all hotel departments; Description and explanation of the use of asset management systems.

Accommodation Operations – Role of accommodation operations in hospitality. Departmental Hierarchy. General layout and structure of the department. Public Areas – Maintenance and decoration (examples of both public areas and guest rooms). Flower arrangement (low-tall, front open, ikebana, horizontal).

Paper II – Practical Work (30 Marks)

Candidates will be expected to complete the practical work listed below and maintain a file for the same.

The file will be internally evaluated out of 30 marks by the teacher.

List of practical works to be done throughout the year:

(I) front office – standard guest phrases, telephone etiquette, guest handling, guest cycle (role play). Demonstrate and practice the above through real-time situations such as school assignments.

(Second) housing operations – For public areas such as cleaning agent, projects on flower arrangements (low-tall, front-open, ikebana, horizontal), decorations for public areas and guest rooms.