Semester 1 Food & Beverage 18 weeks

Semester 2 Swiss or Int. Internship 3-5 months

Semester 3 Hotel Administration 18 weeks

Semester 4 Swiss or Int. Internship 3-5 months

 

Progression and Accreditation: This course is part of the managed progression of SHML courses towards the Bachelor of Arts (Hons) at the University of Gloucestershire, Cheltenham, UK.

Academic Program: Semester 1

FOOD SERVICE OPERATIONS

Students are introduced to the heart of F&B service operations, where layout, ambiance, menu choices and service will determine the overall customers’ experience. Participants will be taught to apply different service styles, in accordance to pre-established service concepts. The following subjects are incorporated within Food Service Operations as applied in International Hotels and Resorts.

Restaurant Outlets

Students to fully comprehend/apply: Importance of the meal and dining experience in food service operations; Organization, preparation, outlets layout, FF&E/OE; Table top and main styles of food and beverage service; Provision of food service and customer care in a professional, safe and friendly manner; Application and evaluation techniques and criteria in food service provisions; Hygiene, health and safety (HACCP) applications and laws.

Banqueting Outlets

Students to fully comprehend and apply: Mix of banqueting events; characteristics and requirements for each type of events; Banqueting organization chart; Operational relationships with Production and Stewarding; Mix of menus used within banqueting; Preparation of different banquets; Delivery of service; Hygiene and safety requirements; Post event procedures.

Wine and Bar Service

Students to fully comprehend/describe/apply: The beverage market and beverage classification according to type and alcoholic content affecting packaging, beverage lists, standard portions, glassware, service styles; Specific characteristics of all beverage types, affecting beverage to food harmony; Generic processes of wine and other beverage production; Standards and procedures of beverage storage; Standards and procedures regulating wine and beverage service to customers within dining areas and bars; Preparation and service of the main types of cocktails; Bar management techniques; Legislation and ethical issues concerning the beverage industry.

F&B Sales and Marketing

Students to fully comprehend/ apply: Customers profiles and general expectations within different outlets; Mix of sales tools. Planning of: menus, wine list, beverage lists; Concept of merchandising;

Concept of outlets promotions; Concept of F&B public relations; Gathering data from operations reports: popularity, guests’ comments.

F&B Accounting/Cost Controls

Students to fully comprehend/apply: Accounting and F&B operations Interdepartmental relationship;

Role of the F&B Controller; F&B Cost Control for the F&B Cycle; Menu costing, pricing, menu engineering; Average F&B checks, Beverage costs, F & B Ratios; Outlets’ labor costs.

F&B Human Resource Supervision

Students to fully comprehend/apply: Services industry context; Working relationships within F & B departments: lines of authority and communication; F&B Job specifications and Job description;

Interpreting SOPs; F&B knowledge, skills, attitude; Productivity: measuring performance.

FOOD PRODUCTION THEORY AND CULINARY ART

This course is designed to provide the information necessary to operate and manage a Production Department.  The program is articulated in two distinct parts: a) Food Production Theory and b) Culinary Art (practical).

The first part (the theory) introduces students to the production environment and to fundamental concept of supporting service outlets, with ideal space to facilitate the F&B cycle, the F&B cycle with its interdepartmental relationships, kitchen equipment specifications and configuration, operating equipment; kitchens organization, food knowledge, hygiene and nutrition, science that goes with food production, ISO and legislation regulating food production.

The second part (practical) introduces learners to the main principles of cooking. Students will be exposed to practical within College operating kitchens, and for individual or banqueting menus. Students will also be exposed to principles and production of bread and pastries in a commercial bakery/pastry kitchen in Lenk.

A. Food Production Theory

Students to fully understand and explain: Kitchens space configuration, layout, FF&E/OE; Kitchen organization; Production cycle and interdepartmental relationships; Food knowledge; Production aspects of menu planning; Hygiene and nutrition; Ethics, Laws; Management of commercial kitchen.

B. Culinary Art

Students to fully understand and apply: Current gastronomies and their distinctive signs; Different cooking methods and auxiliary preparations; Stocks used for sauces and soups; Preparation of soups, appetizers, eggs and pasta, fish and crustacean dishes; Preparation of meat, game and poultry dishes; Preparations of salads, vegetables, grains, national dishes; Preparations of cold dishes;

Preparation of desserts and sweet dishes

Stewarding Operations and Management

Stewarding represents the activity that supports F&B production, service and banqueting. It safeguards operating equipment (OE), supplies and recovers special OE for events, manages dishwashing and pot washing, maintains silverware and flatware, manages cleaning of the entire back of the house areas, deals with specific chemicals and detergents.

Students to fully comprehend and explain: The Stewarding Department within Food Service and Food Production; Stewarding role with FF&E and Operating Equipment; Stewarding organization, job specifications, manning, training; Storing, safeguarding, cleaning and controlling OE; Cleaning of service and production areas; Supporting banqueting activities.

HOUSEKEEPING OPERATIONS 1

This course is part of a two stage program which will enable students to understand and apply the main tasks as practiced within the housekeeping department. It covers fundamental aspects of space configuration and equipment layout; organization and housekeeping standard operating procedures.

Students to fully comprehend and apply: Introduction to operations: Housekeeping within Rooms Division department; Housekeeping sub departments; Housekeeping FF&E/OE; Housekeeping cycle, interdepartmental relationships, organization; Linen, materials including chemicals, rooms amenities;

SOPs related to rooms services: rooms’ make-up, turn down; SOPs related to F&B operations;

HOTEL BUSINESS ENGLISH 1

This course is part of a three stage program which will enable students to develop their written and spoken English, essential for the management of teams and relationships with guests.

Students to consolidate their IELTS 5 level: Grammatical syllabus: review of tenses in simple and complex sentences; Review word class, with a focus on articles, determiners, adjectives and adverbs,

including comparative and superlative forms; Use of prepositions; Reading quality English books;

Oral English skills: a focus upon the improvement of oral communication, through oral

presentations, individually, and in small groups through listening exercises via dictation exercises;

Writing skills: general and professional correspondence, reports on topics covered during courses, essays, summaries.

HOTEL BUSINESS GERMAN 1

This course program is to enable students to communicate in basic German, to facilitate internships within a German speaking environment.

Students to work toward German IELTS 2 equivalent level: Listening, comprehending, memorizing and repeating short conversational sentences; Reading, comprehending and memorizing simple written material; Write simple sentences.

INFORMATION TECHNOLOGY

This course program is designed to ensure students’ IT competence in key applications.

Students to fully comprehend/apply: Microsoft Word; Microsoft Excel; Microsoft PowerPoint; Point of Sales Technology.

Internship Program: Semester 2

For this first internship, students will put into practice, within a local commercial operation, knowledge and skills acquired during the first educational semester. This first work experience is at an operational level within the service environment (restaurant, bars, room service, banqueting). Students are required to write a report on their internship experience, which will be assessed for final grading of year one.

Academic Program: Semester 3

HOTEL MANAGEMENT

FOOD AND BEVERAGE MANAGEMENT

This unit introduces students to the management core of Food and Beverage operations, as seen from the financial, organizational and operational point of view. The knowledge and skills acquired from this wide-angle perspective of F&B operations will prepare students’ to demonstrate their competence when on the job within an international hospitality organization.

Students will be able to understand and discuss the following tasks, as guide when developing action plans for the upcoming year. Each task is in coordination with other departmental managers/directors. Students to present orally (team work) on: Drafting operating F&B policies according to PHEW’s concepts; Establishing detailed manning guide, prepare action plans for sub-department heads and develop training programs; Compiling competitive price comparisons of existing hotel operations; Developing F&B Marketing Plan; Establishing pricing policy for all outlets; Establishing potential F&B Costs; Preparing wine, liquor list and par stocks; Finalizing all menus and beverage lists; Establishing profit budget for current and next year; Establishing and review restaurant advertising plan; Planning operating festivities; Setting up banqueting operations; Setting up policy for staff cafeteria; Assessing daily operating performance.

Events Management

This course is designed to provide all the information necessary to organize a banqueting office and carry out all procedures leading to the issuing and distribution of the Event Order to all departments concerned. The module addresses current issues both practical and theoretical, and equips those involved in managing large and small events, at whatever level, with the skills and understanding to confidently produce truly great events.

Students to fully understand, apply, describe: Organization of Banqueting Management office; Banqueting events; Rooms rentals; Banqueting menu offers; Issues which affect decision-making of banquets and conventions; Events and Banqueting Diary; Banqueting correspondence; Events contracts and agreements; Supervising events and Billing.

Events Sales and Marketing

Students to fully understand and explain: Role of Sales and Marketing in support of F&B Banqueting;                          Sales activities between F&B and RD; Groups’ budget breakdown between rooms and F&B;Banqueting sales tools for Sales representatives; Function Booking Forms from Sales representatives;

Discount policy for sales representatives; Sales filing system of banqueting contacts.

HOSPITALITY SUPERVISION

This program introduces students to roles and procedures aimed at supervising entry-level employees or directing employees who rank lower than supervisory level. Supervisors must understand and apply the basic principles of management, a process that is essentially the same in any type of operation and management level, even when objectives and business environment differ.

As supervisor, technical skills are of paramount importance, to successfully guide and encourage the application of standard procedures with the right attitude

Students to fully understand and explain: The Supervisor and supervisory process; Supervisory responsibilities; Communication skills; Supervising productivity; Controlling labor costs; Evaluating performance; Orientation for new employees; Training; Team building and motivation; Interpersonal problem solving; Time and change management; Supervisor personal development

ROOMS DIVISION MANAGEMENT (Level 2)

This unit introduces learners to the central knowledge aspects of Front Office and Housekeeping operations, including the application of operational and supervisory skills as practiced within international hotels and resorts.

Front Office Management and Operations

Rooms Division Services, students to fully understand:

-Accommodation Services: roles and responsibilities;

-Reception Services: roles and responsibilities;

-Legal and statutory requirements: health and safety.

Front of House Administration, students to fully understand and explain:

-Property interiors and design: Uses & Functions;

-Visual impact of the front of house;

-Planning and Managing: Business/Departmental plans;

-Property management systems (PMS).

Rooms related operational services issues, students to fully understand and explain:

-Marketing, Customers, Quality, Human resources, Financial

Front Office Management techniques, students to fully understand and explain:

-Telephone Operations; Reservations; Room types; Room rates; Market segments; Yield

management; Forecasting; Budgeting; Statistics; Night Auditing.

Housekeeping Operations and Management

Students to fully comprehend explain and apply: Housekeeping department; Rooms types; FF&E/OE; Linen, Amenities, Organizational structure; Roles and Responsibilities; Standard Operating Procedures on : Laundry operations, Linen room, Cleaning and servicing of rooms, Usage of equipment and cleaning agents, Safety and Security; Mini bar operations.

SALES AND MARKETING MANAGEMENT

This unit introduces learners to the concept and process of sales & marketing operations and management. Focus on market characteristics, customers’ profiles, mix, segments and strategic approach as a method of developing products and services for sale to meet with customer expectations and needs.

Sales

Students to fully understand explain and apply: The sales department; Sales organization; Interdepartmental relationships; Recruiting , developing, motivating, retaining sales talent; Sales tools; Strategic planning; Forecasting; Potential customers/profiles; Sales process; Rates and discounts; Salesmanship; Communication; Rewarding; Evaluating results.

Marketing

Students to fully understand and explain/apply: The Marketing department; Organization; SOPs regulating Sales, Advertising, Publicity, Public relations; Marketing plan; Forecasts; Target markets; Positioning; Differentiation strategies for competitive advantage; Product life cycle; Pricing decisions; Distribution channels; Intermediaries; Direct marketing strategies.

HOSPITALITY ACCOUNTING AND FINANCE (Level 2)

This unit introduces learners into Managerial Accounting, and will focus on aspects of accounting, finance and economics which concern property owners, operators and hospitality managers.

Focus on optimising controllable expenses to meet targeted Gross Operating Profit while ensuring a stable value for guests.

Students to explain with reasons accounting procedures leading GOP, and familiarize with accounting and finance activities related to the program topics: Introduction to Managerial Accounting; Definition of controllable expenses and occupation costs; Uniform System of Accounts schedules; Analysis of controllable expenses; Income Statement; Balance Sheet; Statement of Cash flows; Ratio Analysis; Cost-Volume-Profit Analysis; Forecasting Methods; Operations Budgeting; Cash Management; Internal Controls; Capital Budgeting and Lease Accounting.

HUMAN RESOURCE MANAGEMENT (Level 2)

This unit introduces students to the discipline of human resource management. The program covers the theory to explain policies as outlined within operating manuals of international hotels and resorts, ranging from setting-up and organizing HR department to the implementation of all HR management functions. It also introduces the new concept of linking staff behaviour and the environment, including their potential roles in greening hospitality businesses.

Courses include: The changing nature of Personnel Management; Organizational Behaviour; Hospitality HR Organization; HR standard operating procedures; Human resource training and development; Rewarding and remuneration; Environmental challenges and their human impact; Relationship between business, staff and the environment; Staff roles in greening hospitality business; Best practices in green HR strategies.

HOTEL ENGINEERING: MAINTENANCE AND ENERGY MANAGEMENT

This unit introduces students to the range of activities involving the Chief Engineer. An important component that contributes to a healthy stay for hotel guests, an efficient performance and long life of the entire FF&E, saving energy and progressing toward greening the operation.

Students to appreciate and explain: The engineering department; Organization; Roles and responsibilities, FF&E requiring regular attention; Fundamental specifications of materials and FF&E; Maintenance procedures; Managing utilities; Energy saving; Legislation.

INTRODUCTION TO RESEARCH METHODS

Students going onto the BA (Hons) degree course need to be introduced into research methods, as a great deal of the study is research into different hospitality subjects. Research methods include analyses issues of research design and execution. This course module develops the concepts, skills and practices required to conduct research projects appropriate to a variety of service sector and management contexts that will be a large part of the degree course.

Students to assemble material to: Evaluate and apply research methods theories and concepts in the service sector; Work independently to investigate relevant service sector issues; Analyse and reflect the practical/resource implications small-scale research projects.

PROFESSIONAL HOSPITALITY BUSINESS ENTERPRISES

This Capstone unit represents the application of Research Method. Students are to work on a project, in teams, simulating an operation’s reality, combining Marketing, Engineering, Operations and Finance.

BUSINESS ENGLISH 2

This course is the third stage of the program which will enable students to enhance their written and spoken English and prepare HD students to take and pass the IELTS level 6 exams for entry into the Bachelor degree program.

Students to develop and practice: English language skills through reading, listening, dialogue and written work; Practice in the four main disciplines, using IELTS based tests allowing to keep track of progress and to familiarize with the techniques and language skills needed to successfully achieve IELTS level 6.0 proficiency and be able to write a dissertation at the end of the Bachelor degree course.

HOTEL BUSINESS GERMAN 2

This unit develops on the program of semester 1: enable students’ communication in basic German to facilitate internships within a German speaking environment.

Students to consolidate their German language IELTS 2 level, with listening, comprehending, memorizing and repeating short conversational sentences; Reading, comprehending and memorizing simple written material; Writing simple sentences.

INFORMATION TECHNOLOGY

This course program is designed to develop students’ IT competence in advanced applications.

Students to apply advanced: Microsoft Word; Microsoft Excel; Microsoft PowerPoint; Point of Sales Technology.

Internship Program: Semester 4

For this second internship, students will put into practice, within a Swiss Hotel or abroad, knowledge and skills acquired during the second academic semester, commonly with the Rooms Division department. Students are required to write a report on their internship experience, which will be assessed for final grading of year two.

Certificates and Diploma

Upon successfully completing Academic Semester 1 and 1st Internship, students are awarded:

Certificate in Hotel Operations /F&B and related Subjects

At the end of Semester 2 and 2nd Internship students are awarded:

Higher Diploma in Hotel Management