DIPLOMA IN HOTEL MANAGEMENT

Course Description

This course imparts knowledge and skills required for students to be successful in the hotel and restaurant industry. The program deploys an industry driven curriculum to teach & test students and also awards industry recognized cer�ficates to students mee�ng high standards of educa�on. This 24 month program integrates theore�cal and prac�cal knowledge in kitchen lab, front office, house keeping, food & beverage produc�on and service opera�on. On job experience is imparted during the course enriches and reinforces what students learn in the classroom and develops their prac�cal skills, which is cri�cally important for future success in the industry. In addi�on to this, various opportuni�es are provided to the student to learn and prac�ce important skills related to responsibili�es of a Manager. This Diploma in Hotel Management builds and enhances strong skill sets in students which help them to become trained, professional and educated future employees. The program offers a straight school to career path for people interested in the hotel, restaurant or the food industry.

Course Objective

Upon successful comple�on of the course, the student would be able to:

Demonstrate good communica�on & leadership skills Demonstrate good personal hygiene and health habits and perform safe food handling and

sanita�on procedures Iden�fy all kitchen tools and demonstrate safe prac�ces opera�on machinery in the kitchen Demonstrate understanding of standard weights, measures and scaling of ingredients Extensive knowledge and applica�on of different methods and techniques of cooking Apply various recipes and cooking techniques on variety of meats and vegetables, fruits and grains The Program also offers teaching of French Language which in turn gives edge over others when it

comes to looking for opportuni�es in the Interna�onal Market. To achieve the maximum possible efficiency in ensuring the care and comfort of the guests.

a) Establish a welcoming atmosphere and ensure courteous, reliable service from all the staff of the department.

b) Ensure a high standard of cleanliness and general upkeep in all areas for which the department is responsible.

Demonstrate how to interact directly and politely with the customers.

Course Composition

This course is designed to provide students with extensive knowledge on the Hotel Industry, within the kitchen, front office, housekeeping, F&B produc�on and F&B service opera�ons, sales and marke�ng, French and Business communica�on. Internship: Internship would be for dura�on of 12 months in a hotel or a resort. This part of the course bridges the gap between theore�cal input and the real working environment.

Course Duration

The total course dura�on is 24 months which involves 12 months of theory and prac�cal’s followed by 12

months of industrial exposure.

Assessment Scheme

S. No Paper MAX. Hours Credit

1 Hospitality Sales & Marketing 200 20

2 Front Office Operations 200 20

3 Hotel Housekeeping 200 20

4 Basic Food & Beverage Service 200 20

5 Basic Food & Beverage Production 200 20

6 Hotel French 100 10

7 Business Communication 100 10

Total 1200 120

PAPER -1: HOSPITALITY SALES AND MARKETING

UNIT -I Introduction to Hospitality Sales and Marketing

Today’s Hospitality Trends Globalisation

Hotel Sales and Marketing Concepts. Expansion of legalized gambling. Relationship Marketing. Guest Preferences.

UNIT -II Marketing Concept

Market Mix The 8 P’s of marketing. Evolution of markets – global and Indian tourist market.

UNIT –III The Marketing Plan with reference to hotel industry.

The marketing team. Steps in marketing plan. Selecting target markets. Positioning the property / outlet. Developing and implementing marketing action plans. Monitoring and evaluating the marketing plan.

UNIT -IV The Sales O�ce

The Marketing and Sales Division. Organising & designing a hotel sales o�ce. Sales Area Developing sales team – hiring, selection, management, evaluation. Compensation for sales force – targets and achievements. The sales o�ce communication system. Computerized client information records. Sales reports and analysis.

Reference Number DHM-4001

Title HOSPITALITY SALES AND MARKETING

Level 4

Teaching Hours 20 0

Credit 20

Grading Pass

Course Contents

UNIT -V Sales Techniques for hotel industry

Components of a sale. Types of sales in di�erent departments of a hotel. Telemarketing. Internal merchandising – in-house sales promotion. Special services in in -house sales. Sales forecasting – long term and short term.

UNIT – VI Restaurant and Lounge sales positi oning

Merchandising Food and beverage. Promotion of restaurants and lounge facilities. Building Repeat Business. Banquet and Conference sales.

UNIT – VII Advertising, Public relations and Publicity

E�ective hotel advertising – brochures, sales material designing. Advantages of advertising – indoor and outdoor. Advertising agencies. Collateral material – mass media and print media.

PAPER -2-FRONT OFFICE OPERATIONS

UNIT -I Tourism

Meaning – de�nition and measurement of tourism. Classi�cation – recreation, leisure, adventure, sports, health etc. Socio – economic bene�ts of tourism. Adverse e�ects of tourism. Basic components and infrastructure. Itinerary, passport and visa – Basic information.

UNIT -II The Hospitality Industry

History and development of lodging industry – International.

Reference Number DHM-4002

Title FRONT OFFICE OPERATIONS

Level 4

Teaching Hours 20 0

Credit 20

Grading Pass

Course Contents

History and development of lodging industry – India. De�ning the term – Hotel. Reasons for travel.

UNIT –III Classi�cation of Hotels

Based on Size, Location, and Length of Stay. Levels of Service, Ownerships and A�liations. Referral Hotels, Franchise and management contracts. Chain Hotels. Target Markets. Alternate Lodging facilities.

UNIT -IV Organizational Structure of Hotels

Small. Medium. Large.

Lobby Arrangements Layout and equipment in use. Handling VIPs. Duty Rota and work schedules Uniformed Service.

UNIT -V Front O�ce Organization

Basic Layout and Design. Departmental Organizational Structure.

UNIT – VI Front O�ce Personnel

Departmental Hierarchy. Attitude and Attributes and Salesmanship. Job Descriptions and Job Speci�cations of Front O�ce Personnel.

UNIT – VII Front O�ce Operations

The Front Desk - Equipments in use. The Guest Room - Types and Status Terminology. Key Controls. Tari� plans. Types of rates.

UNIT – VIII Front O�ce responsibilities

Communication – internal and interdepartmental. Guest services – basic information. Guest history – maintenance and importance. Relationship marketing.

UNIT –IX Reservations

Need for reservations, de�nitions, importance of reservations. Types of reservations. Sources and modes of reservations. Individual and group bookings Booking instruments – Whitney slips, Whitney racks, Density Charts, Booking diary,

Conventional charts, A & D register etc. The Reservation Cycle. Hotel Reservation Systems, CRS, Inter -sell agencies, Internet applications .

UNIT – X Telecommunications

Equipments Communication skills – common phrases in use. Conversations over telephones.

Practical

Basic Manners and Attributes for Front O�ce Operations. Communication Skills – verbal and non verbal. Preparation and study of Countries – Capitals & Currency, Airlines & Flag charts, Credit Cards,

Travel Agencies etc. Telecommunication Skills. Forms & formats related to 2nd Semester. Hotel visits – WTO sheets. Identi�cation of equipment, work structu re and stationery. Procedure of taking reservations – in person and on telephones. Converting enquiry into valid reservations. Role play – Check -in / Check – out / Walk -in / FIT / GIT / etc; VIP / CIP / H.G etc. . Suggestive selling.

PAPER -3: HOTEL HOUSEKEEPING

Reference Number DHM-4003

Title HOTEL HOUSEKEEPING

Level 4

Teaching Hours 20 0

Credit 20

Grading Pass

Course Contents

UNIT -I Introduction

Introduction , Categorization ,Types & Organization Structure of a Hotel Meaning, De�nition & Importance of House keeping Department Role of House keeping in hospitality industry

UNIT -II Lay out & Organizational Structure

Layout of House keeping department Organizational Structure of House keeping department ( Small, Medium & large) Interdepartmental relationship( emphasis on Front o�ce & Maintenance) Relevant sub section

UNIT –III Sta�ng in House keeping Department

Role of key personnel in House keeping department Job description & Job speci�cation of House keeping sta� (Executive Housekeeper, Deputy house Keeper, Floor supervisor, Public area supervisor, Night supervisor, Room attendant, House man, Head gardener)

UNIT -IV Planning work of house keeping department

Identifying Housekeeping department Brie�ng & Debrie�ng Control desk (importance ,role , coordination) Role of Control Desk during emergency Duty Rota & work schedule Files with format used in House keeping department

UNIT -V Hotel Guest Room

Types of room -de�nition Standard layout (single ,double ,twin ,suit ) Di�erence between Smoking & Non Smoking room’s Barrier free room’s Furniture / Fixture / Fitting / Soft Furnishing /Accessories / Guest Supplies /Amenities in a

guest room Layout corridor& �oor Pantry

UNIT – VI Cleaning Science

Characteristics of good cleaning agent Application of cleaning agent Types of cleaning agent Cleaning products Cleaning equipments Classi�cation and types of equipment with Diagram’s ( Mops , dusters , pushers, mechanical squeeze, vacuum cleaner ,shampooing machine ) with their care and uses. Guest Room Layout Identi�cation of cleaning agents Identi�cation of cleaning equipment / cleaning cloths (types & uses) General cleaning

Glass cleaning Shoe polishing Silver Polish Brass Polish Washroom Cleaning

Practical

Guest Room Layout Identi�cation of cleaning agents Identi�cation of cleaning equipment / cleaning cloths (types & uses) General cleaning Glass cleaning Shoe polishing Silver Polish Brass Polish Washroom Cleaning

PAPER -4: BASIC FOOD & BEVERAGE SERVICE OPERATIONS

UNIT -I Introduction to the Food and Beverage Service Industry -

The evolution of catering industry, scope for caterers in the industry Relationship of the catering industry to other industries. Types of Catering Establishments - Sectors Introduction to the Food and Beverage operations.

UNIT -II Food and Beverag e Service Areas in a Hotel

Restaurants and their subdivisions, Co�ee Shop, Room Service, Bars, Banquets, Discotheques, Grill Room, Snack Bar, Executive Lounges, Business Centers and Night Club

Back areas: Still Room, Wash -up, Hot -Plate, Plate Room, Kitchen Stewarding

Reference Number DHM-4004

Title BASIC FOOE & BEVERAGE SERVICE OPEARTIONS

Level 4

Teaching Hours 200

Credit 20

Grading Pass

Course Contents

UNIT –III Food and Beverage Equipment

Operating equipment, Requirements, Criteria for selection quantity and types. Classi�cation of crockery/ cutlery/ glassware/ hollowware/ �atware/ special

equipment upkeep and maintenance of equipment. Furniture Linen Disposables

UNIT -IV Food and Beverage Service Personnel

Sta� organization - the principal sta� of di�erent types of restaurants. Duties & responsibilities of the service sta�.

Duties and responsibilities of service sta� – Job Descriptions and Job Speci�cations. Attitude and Attributes of Food and Beverage Service Personnel - personal hygiene, punctuality, personality attitude towards guests, appearance, salesmanship, sense of urgency, customer satisfaction.

Basic Etiquettes for catering sta�. Interdepartmental relationship.

UNIT -V Menus and Covers

Introduction Cover - de�nition; di�erent layouts. Menu Planning, considerations and constraints Menu Terms Menu Design French Classical Menu Classical Foods and its Accompaniments with cover Indian Regional dishes, accompaniments and service.

UNIT -VI Types of meals -

Breakfast – Introduction, Types, Service methods, a la carte, and TDH setups. Brunch Lunch Hi- tea Supper Dinner

UNIT – VII Food and Beverage Service Methods

Table Service – Silver/English, Family, American, Butler/ French, Russian Self Service - Bu�et and Cafeteria Service Specialized Service – Gueridon, Tray, Trolley, Lounge, Room etc. Single Point Service - Takeaway, Vending, Kiosks, Food Courts, Bar s, Automats

UNIT – VIII Control Methods -

Billing methods – Duplicate and Triplicate system, KOTs and BOTs, Computerized KOTs Necessity and functions of a control system, F&B Control cycle and monitoring

Practical

Service Grooming and Restaurant Etiquettes. Mis-en- place and Mis -en-scene Identi�cation of equipments Food and Beverage service sequence Water pouring and seating a guest. Laying and relaying of Tablecloth Napkin folds Carrying a Salver or Tray

Rules for laying table - Laying covers as per menus TDH and A la carte cover Layout Handling service gear Carrying plates, Glasses and other Equipments

Clearing an ashtray Crumbing, Clearance and presentation of bill Sideboard setup Silver service American service Situation handling Breakfast table lay -up Restaurant reservation system Hostess desk functions Order taking – writing a food KOT, writing a BOT

PAPER -5: BASIC FOOD & BEVERAGE PRODUCTION

Reference Number DHM-4005

Title BASIC FOOE & BEVERAGE PRODUCTION

Level 4

Teaching Hours 200

Credit 20

Grading Pass

Course Contents

UNIT -I Introduction to the Art of Cookery:

Culinary History - Development of the Culinary Art from the middle ages to modern cookery, modern hotel kitchen, Nouvelle Cuisine, Cuisine Minceur, Indian Regional Cuisine and Popular International Cuisine ( An Introduction ) of French, Italian and Chinese Cuisine.

UNIT -II

Aims & Objectives of Cooking Food: Classi�cation - cooking materials & their uses. Foundation ingredients - meaning, action of heat on carbohydrates, fats, proteins,

minerals and vitamins. Fats & oils - meaning & examples of fats & oils, quality for shortenings, commonly used

fats & oils & their sources & uses. Raising agent - functions of raising agents, chemical raising agents & yeast. Eggs- uses of eggs in cooking, characteristics of fresh eggs, deterioration of eggs, storage of

eggs. Salts - uses. Liquid - water, stock, milk, fruit juices etc. Uses of liquid. Flavouring & seasoning – uses & example. Sweetening agents - uses & examples. Thickening agent.

UNIT –III Preparation of ingredients.

Washing, peeling scraping, paring, Cutting – terms used in vegetables cutting, julienne, brunoise mecedoine, jardinière, paysanne - grating. Grinding. Mashing. Sieving. Milling. Steeping, centrifuging, emulsi�cation evaporation, Homogenization. Methods of mixing foods.

UNIT -IV Equipment used in kitchen.

Types of Kitchen Equipment – Diagrams, Uses, Maintenance, Criteria f or Selection. UNIT -V Kitchen Organization.

Main Kitchen & Satellite Kitchen Duties & responsibilities of each sta�.

Cooking fuels - uses & advantage of di�erent types of cooking fuels. UNIT – VI Methods of Cooking.

Methods of cooking food - transference of heat to food by radiation, conduction & convectionmagnetrons waves meaning. Boiling, poaching, stewing, braising, steaming, baking, roasting, grilling, frying, paper bag, microwave, pot rousing - explanations with examples.

UNIT -VII Stocks, Glazes, Sauces and Soups

Meaning uses and types of stocks, points observed while making stock. Recipes for I liter of white, brown and �sh stock.

Glazes -meaning & uses. Sauces -meaning, qualities of a good sauce, types of sauces -proprietary sauce and mother sauce. Recipe for I lit Béchamel, Veloute, Espagnole, Tomato & Hollandaise.

Derivatives of mother sauces. (Only name, no recipes). Recipes for known International Sauces & their uses.

Soups -classi�cation of soups, meaning of each type with examples. Basic Preparations Mise-en-place for Bouquet Garni, mirepoix, duxelle paste, batters, marinades and gravies.

Practical

Preparing basic stocks, Glazes, sauces and soups as per the th eory Basic cuts of vegetables. Proper usage of a Kitchen Knife and Hand Tools. Understanding

the usage of small equipment. Basic Hygiene practices to be observed in the Kitchen. Safety practices to be observed in the kitchen: First Aid for cuts and burns. Identi�cation

of Raw Materials. Demonstration of Cooking Methods. Basic cuts of Vegetables. Basic Stock preparations. Egg Cookery including Classical Preparations. Basic sauce preparations and commonly used derivatives. Preparation of basic continental

cookery – stews, sauces, soups. Basic Continental Dishes based on Vegetables and Meats. Preparation of basic dishes using simple methods of cooking. Preparation of three course

simple Indian menus. PAPER -6: HOTEL FRENCH

UNIT 1 PARTIE

� Translation & comprehension - reception - conversation – role play - Case study to be done in French.

UNIT 2 PARALLEL GRAMMAR

� Article de�ni , inde�ni example, adjustifs - quali�catifs – caccorn – adjectives -

Reference Number DHM-4006

Title HOTEL FRENCH

Level 4

Teaching Hours 10 0

Credit 10

Grading Pass

Course Contents

demonstrates - etpossessifs. UNIT 3 VERBS IRREGULIERS

Avoir, etre, aller, recevoir venir, partir -sortir pouvoir, vouloir ouvrir.PRESENT Passe composse futur grammar exercisus, compo sition, conversation.

UNIT 4 AU RESTAURANT

Conversation, role play, case study to be done in French, besides translation and comprehension.

UNIT 5 GRAMMAR

Pronoms personnels subject object direct object indirect. pronoms: Relatifs simples; qui, que, dont, ou. VERBS IRFEGRLIERS Rendre descendre prendre dormir courir servir plevois savoir, falloir devoir.

UNIT 6

Impar fait – plusque pargait - futur anterieur.

PAPER -7 – BUSINESS COMMUNICATION

UNIT 1

Meaning, Role, Functions, Importance and essentials of Communication in Business Organizations Process of Business Communication Communication Models Barriers to effective communication.

UNIT 2 Classification of Communication –

Formal & Informal Personal, Inter-personal, Group and Mass o Vertical &

Horizontal Upward & Downward One-way & Two-way

Reference Number DHM-4007

Title BUSINESS COMMUNICATION

Level 4

Teaching Hours 10 0

Credit 10

Grading Pass

Course Contents

Verbal & Non-verbal UNIT 3

Business Correspondence: Principles of Letter Writing Types of Business Letters – Sales letters, Requests, Response letters, Complaint

letters, Adjustment letters, Inquiry appeals Resume Writing Report Writing Cross Cultural Communication. Importance of Dressing / Manners & Etiquettes in Business Communication.

UNIT 4

Importance of Communication in: Negotiation and Conflict Management.