syllabus for master of hospitality management …
TRANSCRIPT
1 | P a g e
SYLLABUS
FOR
MASTER OF HOSPITALITY MANAGEMENT
RASHTRASANT TUKADOJI MAHARAJ NAGPUR
UNIVERSITY, NAGPUR (M.S.)
20 - 20
INDIA
2 | P a g e
RASHTRASANT TUKADOJI MAHARAJ NAGPUR UNIVERSITY,
NAGPUR FACULTY OF HOME SCIENCE
DIERCTION NO._____ OF 20
DIRECTION RELATING TO THE EXAMINATION LEADING TO THE DEGREE OF Master of Hospitality Management (Choice Base credit
system semester pattern)
IN THE FACULTY OF HOME SCIENCE
(Issued under Section 14(8) of the Maharashtra Universities Act, 1994)
WHERE AS, Maharashtra Universities Act, 1994 (hereinafter referred to as Act) has
come into force from 22nd July, 1994 and was amended from time to time,
AND WHERE AS, the University Grants Commission, New Delhi vide letter No.D.O.No.F-
2/2008/(XI Plan), dated 31 January 2008 regarding new initiatives under the XI
Plan – Academic reforms in the University has suggested for improving quality of
higher education and to initiate the academic reform at the earliest,
AND
WHERE AS, the Board of Studies in all subjects of Home Science Faculty in subjects
in their meeting held during 29 June 2015 prepared the syllabi and scheme of
examination for the Master of Hospitality Management, Post-graduate course and
recommended for starting of the Choice based credit system semester pattern in
Faculty of Home -Science from the academic session 20 - 20 ,
AND
WHERE AS, the Dean, Faculty of Home Science has consented to the syllabi and the
scheme of examination for the award of Master of Hospitality Management degree.
AND
3 | P a g e
WHERE AS, ordinance making is a time consuming process, therefore, I,
Dr. S. P. Kane, Vice Chancellor Rashtrasant Tukadoji Maharaj Nagpur University,
Nagpur in exercise of powers vested under Section 14(8) of the Act do hereby issue
the following Direction.
1. This Direction may be called "Direction relating to examinations leading to the Degree of
Master of Hospitality Management in the Faculty of Home Science (Choice Based Credit
System Semester Pattern).
2. The direction shall come into force from the date of its issue by Hon’ble Vice Chancellor
and shall remain in force till the relevant ordinance comes into being in accordance with
the provisions of the Act.
3. The duration of the Master of Hospitality Management course shall be of Two academic
years consisting of Four semester with University examinations at the end of each
semester namely:-
a) Master of Hospitality Management, Semester I Exam.
b) Master of Hospitality Management, Semester II Exam.
c) Master of Hospitality Management, Semester III Exam.
d) Master of Hospitality Management, Semester IV Exam.
4. The examinations shall be held at such places and dates which are notified by the
University.
ELIGIBILITY TO THE COURSE:
5. Subject to the compliance of the provisions of this direction and any other
ordinances in force from time to time, an applicant for admission to the
examination shall have passed.
(a) A 4 years degree course Examination in Hospitality Management /Hotel
Management/ Hotel Management and Catering Technology of Rashtrasant
Tukadoji Maharaj Nagpur University or of any other statutory University
equivalent thereto possessing minimum of 50% of marks.
OR
(b) A 3 years degree course Examination in Hospitality Management/ Hotel
Management/Hotel Management and Catering Technology of Rashtrasant
Tukadoji Maharaj Nagpur University or of any other statutory University
4 | P a g e
equivalent thereto possessing minimum of 50% of marks and 2 years of
recognized professional experience in *“Accredited Hotel Industry”.
OR
(c) A Bachelor’s Degree of Rashtrasant Tukadoji Maharaj Nagpur University or of
any other statutory University equivalent thereto with three years diploma course
in Hospitality Management/ Hotel Management/ Hotel Management and
Catering Technology possessing minimum of 50% marks and 2 years of
recognized professional experience in “Accredited Hotel Industry”.
6. a) Master of Hospitality Management, (Choice Base Credit System Semester pattern) Examination
Students who have fulfilled the eligibility criteria as mentioned in Section 5
have been admitted to this course in Semester I.
b) The ATKT rules for admission for the Master of Hospitality Management Course
(Theory and Practical as separate passing head) shall be as given in the following table-
Admission
to Semester
Candidate should have
passed in all the subjects of the following examination of
R.T.M. Nagpur University
Candidate should have passed
at least half of the passing heads of the following
examinations
Semester I As provided in the para 6 of the direction
--------
Semester II -------- --------
Semester III -------- Semester I and II taken
together
Semester IV -------- Semester I, II and III taken
together
* (Accredited Hotel Industry means – Any Hotels/Restaurants/Organisations who are the member
of Federation of Hotel & Restaurant Association of India (Industry its Eastern, Western, Northern
& Southern Regions)
7) Without prejudice to other provisions of Ordinance no. 6 relating to the examination in
general, provisions of Para 5, 8, 9, 10, 26, 31 and 32 of the said ordinance shall apply to
every student admitted to this course.
8) The fees for the tuition, examination, laboratory and other fees shall be as prescribed by the university from time to time.
5 | P a g e
9) (a) The scope of the subjects shall be as prescribed in the syllabus.
(b) The medium of instruction and examination shall be English.
10) The number of papers and maximum marks assigned to each paper and minimum
marks/grade, an examinee must obtain in order to pass the examination shall be as
prescribed in Appendix-1, 2, 3, 4 & Appendix-5 appended with this direction.
11) The examinee at each of the examination shall have option of not being declared
successful at the examination in case he/she does not secure a minimum of grade
equivalent to 50% marks at the examination. This option will have to be exercised every
time the application is submitted to any of the examinations. Once this option is
exercised, the option shall be binding on the examinee and it shall not be evoked in
under any circumstances.
12) The classification of the examinee successful at the semester and examinations and at
the end of final semester examination shall be as per the rules and regulations of credit
based semester pattern as prescribed in appendix, appended with this direction.
13) The provisions of direction no. 3 of 2007 for the award of grace marks for passing an
examination, securing higher grade in subject(s) as updated from time to time shall
apply to the examination under this direction.
14) The names of the successful examinee passing the examination as a whole in the
minimum prescribed period and obtaining prescribed number of places securing the
grades equivalent to first and second division shall be arranged in order of merit as
provided in ordinance 6 relating to examination in general.
15) The unsuccessful candidate failing is scoring passing marks in sessionals / internal
assessment shall be allowed to appear for internal / sessional reexamination and college
should send these marks to the university before the subsequent semester examination.
16) No candidate shall be admitted to an examination under this direction, if he/she has
already passed the same examination of this university or of any other university.
17) Examinee successful at the final examination shall on payment of the prescribed fees,
will be entitled for the award of the degree in the prescribed form signed by the Vice-
Chancellor.
18) This course is based on choice based credit system semester pattern and therefore, it
will be also regulated by guidelines and regulation given in appendices which are part of
this direction.
19) With the issuance of this Direction, the Direction No.11 of 2013 shall stand repealed in
phasic manner.
6 | P a g e
STATEMENT OF OBJECT AND REASONS
In 1998 the P.G. course was started with the nomenclature Masters in Hospitality Management as per Ordinance No.13 of 1998 and 15 of 2003.
In 2008 the Nomenclature of the P.G. course was converted to Master in Hospitality & Tourism as per Ordinance No. 21 of 2009.
In 2013, when the credit based semester system started the nomenclature was
changed again to Master in Hotel Management & Catering Technology as per
Direction No.11 of 2013. This was done to promote research in the core areas of
Hospitality Industry. Now choice based credit system is started with the
nomenclature Master of Hospitality Management.
There is a growing need for increasing the “Management” competence in the field of Hotel
Management and Catering Technology. Professionally qualified personnel is the need of the day –
Personnel who are multi skilled.
The Post Graduate Degree in Hospitality Management aims at bridging the gap and
supplying the Hotel Management Industry with Professional Management
Candidates who are competent and are able to face the challenges posed by the ever
changing Hotel and Hospitality scenario.
“Hospitality” word covers both the areas tourism and Hotel Management & Catering
Technology which gives broader prospects to P.G. students to enter both the areas
with knowledge and skill, at any competitive level.
Hence, the nomenclature for the choice based credit system of the Post Graduate
course in Hotel Management & Catering Technology should be Master of Hospitality
Management.
7 | P a g e
Semester –I for Master of Hospitality Management
Paper Code
Subject Teaching Scheme
(Hrs/Week)
Cre
dit
s
Examination Scheme
Th
eo
ry
Pra
ctic
al
To
tal
Du
rati
on
Max. Marks Total Marks
Minimum
Passing Marks
External Marks
Internal Marks
MHM-
1-T-1
Core I- Marketing for Hospitality & Tourism
4 - 4 4 3 80 20 100 50
MHM
1-T-2
Core II- Customer Relationship Management
4 - 4 4 3 80 20 100 50
MHM
1-T-3
Core III- Research Methodology
4 - 4 4 3 80 20 100 50
MHM
1-T-4
Core IV – HRM & Corporate Sustainability
4 - 4 4 3 80 20 100 50
MHM
1-P-1
Practical Core I- Marketing for Hospitality & Tourism
- 8 8 4 3 80 20 100 50
MHM
1-P-2
Practical Core II- Customer Relationship Management
- 8 8 4 3 80 20 100 50
MHM
1-P-3
Seminar I – Meeting, Incentive, Convention & Exhibitions.
-- 2 2 1 -- -- 25 25 12
Total 16 18 34
25
480 145 625 312
8 | P a g e
Semester –II for Master of Hospitality Management
Paper Code
Subject Teaching Scheme
(Hrs/Week)
Cre
dit
s
Examination Scheme
Th
eo
ry
Pra
ctic
al
To
tal
Du
rati
on
Max. Marks Total Marks
Minimum
Passing Marks
External Marks
Internal Marks
MHM
2-T-1
Core I MIS in Hospitality Industry
4 - 4 4 3 80 20 100 50
MHM
2-T-2
Core II Hospitality Laws
4 - 4 4 3 80 20 100 50
MHM
2-T-3
Core III Statistics & Qualitative Techniques
4 - 4 4 3 80 20 100 50
MHM
2-T-4
Core IV Tourism: A Global Perspective
4 - 4 4 3 80 20 100 50
MHM
2-P-1
Practical Core I MIS in Hospitality Industry
- 8 8 4 3 80 20 100 50
MHM
2-P-2
Practical Core II Tourism: A Global Perspective
- 8 8 4 3 80 20 100 50
MHM 2-P-3
Seminar I Managerial Communication
- 2 2 1 -- -- 25 25 12
Total 16 18 34 25 480 145 625 312
9 | P a g e
Semester –III for Master of Hospitality Management
Paper Code
Subject Teaching Scheme
(Hrs/Week)
Cre
dit
s
Examination Scheme
The
ory
Pra
ctic
al
Tota
l
du
rati
on
Max. Marks Total Minimum Passing Marks
External Marks
Internal Marks
MHM
3-T-1 Core I Materials Management
4 - 4 4 3 80 20 100 50
MHM
3-T-2
Core II Tourism Destination India
4 - 4 4 3 80 20 100 50
MHM
3-T-3
Elective I Food & Beverage Management -I OR Elective 2 Accommodation Management-I
4 - 4 4 3 80 20 100 50
MHM
3-T-4
Foundation -I
Project Design and Planning
4 - 4 4 3 80 20 100 50
MHM
3-P-1
Practical Elective -I Food & Beverage Management -I OR Elective - II Accommodation Management -I
- 8 8 4 3 80 20 100 50
MHM
3-P-2
Elective – I Tourism Destination India OR
Elective - II Foreign Language (French/Germen)
- 8 8 4 3 80 20 100 50
MHM
3-P-3
Seminar Industrial Training ** (Foundation)
- 6 6 3 -- -- 25 25 12
Total 16 14 38 27 480 145 625 312
**Training in recognized hotel and resort; travel agency should be done for 6 weeks. Log book to be
maintained during the training and submitted for evaluation. Certificate of training to be submitted.
On completion of training presentation is compulsory to be evaluated by External and Internal
Examiners.
10 | P a g e
Semester –IV for Masters in Hospitality Management
Paper Code
Subject Teaching Scheme
(Hrs/Week)
Cre
dit
s
Examination Scheme
Th
eo
ry
Pra
ctic
al
To
tal
Du
rati
on
Max. Passing Marks
Total Minimum
Passing Marks
External Marks
Internal Marks
MHM
4-T-1
Core I Quality Management & Assurance
4 - 4 4 3 80 20 100 50
MHM 4-T-2
Core II Food Tourism
4 - 4 4 3 80 20 100 50
MHM 4-T-3
Elective I Food & Beverage Management -II OR Elective II Accommodation Management-II
4 - 4 4 3 80 20 100 50
MHM 4-T-4
Foundation I Strategic Management
4 - 4 4 3 80 20 100 50
MHM
4-P-1
Practical Core I Elective I Food & Beverage Management -II OR Elective II Accommodation Management-II
- 8 8 4 3 80 20 100 50
MHM 4-P-2
Project Work & Viva / Voce
-- 4 4 2 2 80 20 100 50
MHM 4-P-3
Seminar - 4 4 2 -- 25 25 12
Total 16 16 32 24 17 480 145 625 312
Note:-
1. In each semester student will have to give seminar on any topic relevant to the syllabus encompassing the recent trends and development in that field. The topic
of the seminar will be decided at the beginning of each semester in consultation with the supervising teachers. The student has to deliver the seminar which will be followed by discussion. The seminar will be open to all the teachers of the
department, invitees, and students.
11 | P a g e
2. The student will have to carry out the research based project work in the fourth
semester in the department or depending on the availability of placement;
he/she will be attached to any of the national / regional / private research
institute / organization / Industry. The student in consultation with supervisor
will finalize the topic of the project work at the beginning of the third semester
followed by pre-synopsis presentation on seminar during III semester.
Project Work Scheme
/ Guidelines for the Students, Supervisors and Examiners
For Semester-III
* Project Design and Planning – Every student is required to design and plan
experimental /field based project work on a related research topic of the
subject/course. Supervisor will be allotted for guiding students. Each student
must present three seminars during the semester on introduction, references,
material and methods. Final presentation will be evaluated by external and internal
examiners.
For Semester –IV
Every student is required to carry out Experimental / Field Based Project Work
(semester IV) on a related research topic of the subject /course. It must be an
original work and must indicate some degree of experimental work. On the basis of
this work, student must submit the Project Report (typed and properly bound) in
two copies at least one month prior to commencement of the final Viva-voce
Examination of Semester-IV. The project report shall comprise of Introduction,
Review of Literature Material and Methods, Results, Discussion, Summary,
Conclusions and References along with the declaration by the candidate that the
work is original and not submitted to any University or Organization for award of
the degree and certificate by the supervisor and forwarded through Head/Course-
coordinator/ Director of the Department /Centre or the Principal of the College.
12 | P a g e
The supervisors for the Experimental project work shall be from the following.
A person selected by the duly constituted selection committee in the relevant
subject and approved by the University, exclusively for P. G. Course.
OR
A person selected by the duly constituted selection committee of the University
approved by the University and appointed as a full time regular teacher with
Masters Degree at U. G. Level in the relevant subject and having at least 10 years
teaching experience.
OR
A person selected by the duly constituted selection committee of the University
approved by the University and appointed as a full time regular teacher with Ph. D.
Degree at U.G. Level in the relevant subject and having at least 5 years teaching
experience.
OR
A person from Industry with Degree/three years diploma in relevant field with 10
years experience at the rank not below manager or with Masters Degree in the
relevant field with 5 years experience at the rank not below manager can work as
co-supervisor alongwith supervisor.
13 | P a g e
Appendix-5 General Rules and Regulations
A) Pattern of Question Paper
1. There will be four units in the syllabus of each paper.
2. Question paper will consist of five questions- one question from each unit and
the fifth question should include questions from all four units.
3. Maximum marks of each paper will be 100 (80 + 20).
4. All question should have equal weightage
5. Each paper will be of 3 hours duration.
B) Absorption Scheme:
1) While switching over to Choice based credit system semester pattern, the
failure students of credit based system pattern will be given FIVE chances to
clear the examination.
C) Grade Point Average (GPA) and Cumulative Grade Point Average (CGPA)
1) On clearing a paper, based on cumulative score (out of 100) in that paper, a
student will be given grade point average (GPA) (Maximum of 10 and minimum of
5) for that paper on the following basis.
Score (out of 100)
Grade Grade Point Average (out of 10)
90 to 100 O: Outstanding 10
80 to 89 A: Very Good 09
70 to 79 B: Good 08
60 to 69 C:Average 07
55 to 59 D: Satisfactory 06
50 to 54 E: Pass 05
Below 50 F: Fail 00 or fail
2) On clearing all the papers in a semester, a student will be allotted a Semester
Grade Point Average (SGPA) for that particular semester. As the pattern given
above does not have differential weighs for papers, the SGPA of a student for a
particular semester will be the average of the GPA’s for all the papers.
14 | P a g e
3) A student will be allotted a Cumulative Grade Point Average (CGPA)
After clearing all the four semesters. Again as there is no differential weight system
for semesters, the CGPA of a student will be the average of the four SGPA’s of that
student.
The CGPA can be converted to the usual / conventional divisions in the following way.
a. A student failed to score minimum 50 % marks in each head of passing and in aggregate shall be given F grade.
b. Student with F grade in a course would be granted credit for that course but not
the grade for that course.
c. Grade points earned in each paper shall be calculated as – Grade points obtained
(vide above table) x Credits for the paper.
d. The formula for GPA will be based on Average. The final GPA will not be printed
unless a student passes courses equivalent to minimum 100 Credits.
4) While declaring the result, the existing relevant ordinances are applicable. For
verification and revaluation existing rules will be applicable.
5) The candidate may take all the examinations as per the provisions of ATKT
simultaneously but his/her result of final semester shall not be declared unless
he/she is declared successful at lower examinations.
6) If an examinee failed to pass the post graduate programme within five successive
years (for four semesters degree) from the date of his / her first admission to
particular post graduate programme he/ she shall be declared as “Not Fit for the
Course (NFC)” and he/ she will not be allowed to appear further for any previous
examination of the course.
7) The computation of Semester Grade Point Average (SGPA) and Cumulative Grade
Point Average (CGPA) of an examinee shall be given below:
CGPA Equivalent class / division
9.00 to 10.00 First class (out standing)
8.00 to 8.99 First class (excellent)
7.00 to 7.99 First class with distinction
6 to 6.99 First class
5 to 5.99 Higher Second class
Below 5.00 Fail
15 | P a g e
a. The marks will be given in all examinations which will include the college
assessment marks, and the total marks for each Theory/ Practical shall be
converted into Grades as per above table. SGPA shall be calculated based on
Grade Points corresponding to Grade as given in above table and the credits
allotted to respective Theory / Practical shown in the scheme for respective
semester.
b. SGPA shall be computed for every semester and CGPA shall be computed only in
IV semester (for four semester degree). The CGPA of IV shall be calculated based
on SGPA of all four semesters as per following computation:
SGPA = C1 x G1 + C2 x G2 + ............. + Cn Gn
C1 + C2 + .......... + Cn
Where C1 = Credit of individual Theory / Practical
G1 = Corresponding Grade Point obtained in the Respective Theory/
Practical
CGP
A
=
(SGPA) I x (Cr) I + (SGPA) II x (Cr) II + (SGPA) III x (Cr) I II + (SGPA) IV x (Cr) IV
(Cr) I + (Cr) II + (Cr) III + (Cr) IV
Where, (SGPA) I = SGPA of I Semester; (Cr) I = Total Credits for I Semester;
(SGPA) II = SGPA of II Semester; (Cr) II = Total Credits for II Semester;
(SGPA) III = SGPA of III Semester; (Cr) III = Total Credits for III
Semester; (SGPA) IV = SGPA of IV Semester; (Cr) IV = Total Credits for
IV Semester
***********
16 | P a g e
Semester – I Paper Code – MHM-1-T-1
Subject – Marketing for Hospitality & Tourism Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
1 Sales promotion - Meaning, Definition, Importance Objectives, of Sales Promotion, Factors Contributing the growth of Sales
promotion,
Tools/levels of Sales promotion- Consumer sales promotion, Dealer Sales Promotion, Sales force promotion.
Sales Quota-Meaning, Benefits, Weakness, Basis necessary for fixing quota, Types of Quota
Personal Selling-Definition, Concept, Objectives, Importance, Duties of Salesman and Qualities of successful salesman.
20
2. Advertising- Meaning, Definition and Objectives of advertising, advertising and Sales promotion, Functions and Advantages of Advertising
Advertising Media – selection of advertising media, kinds of advertising media-indoor and outdoor advertising.
Product Strategy-Meaning of brand, essentials of a good brand, benefits of brand, Types of brand. Meaning of branding, elements of branding. Case studies.
Building Customer Loyalty-Meaning of customer loyalty, Customer Satisfaction, Customer value, Retaining customer through service quality, Developing Service Quality programme ,Case Studies
20
3 Marketing Environment Concept of Micro and Macro Environment, Case study
Marketing Planning - Meaning of Planning and Marketing Planning, Importance, Benefits and Characteristics of
marketing Planning, Marketing Planning Processes.
Marketing Segmentation - Definition, Criteria for Market Segmentation, Basis for Consumer Market Segmentation, Philosophies of Market Segmentation
Market positioning - Product Positioning, Meaning, Qualities of Successful Position, Positioning Approaches, Product Repositioning, Case Studies
20
17 | P a g e
4. Marketing Control Meaning and concept of control, significance, control process, tools and techniques of marketing control.
Marketing of Services - Definition, Characteristics of Services, Marketing Mix in service Marketing
International marketing – introduction, decision regarding international marketing, main activities, importance of international marketing.
Recent trends in marketing – Relationship marketing, Word-of-mouth marketing, Test marketing, case studies
20
Books Recommended :
1. Marketing for hospitality & Tourism, Philip Kotler, Second Edition, 1998
2. Marketing Management, M.M. Varma & Agarwal, Kings Publication, 2003. 3. Hospitality Sales and Marketing, Abbey, J.R. 4. Modern Marketing Management, Davar 5. Marketing Hospitality, Sales and Marketing for hotels, Motels & Resorts – Foster,
D.C. 6. Sales & Marketing for the travel professional, Faster D.C. 7. Marketing Management, Kotler Philip 8. Marketing for Hospitality & Tourism, Kotler. Philip 9. Selling & Sales Management, Lonacaster G. 10. Marketing & Sales Strategies for Hotel & Travel Trade, Nagi Jagmohan 11. Modern Marketing, Pillai, R.S. 12. Service Marketing, Rampal, M.K. 13. Hospitality Marketing Management, Raid, R.D.
18 | P a g e
Paper Code – MHM-1-T-2 Subject - Customer Relationship Management
Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
1 CRM: Overview o Conceptual Framework of Customer Relationship
Management in service sector. o Driving CRM culture in business o Transition from Database Marketing to CRM
o Challenges building loyal customer
20
2. CRM: An enterprise wide activity
o CRM Landscape: Evolution ,types of CRM o CRM implementation options: stage wise v/ enterprise
wide o Strategic CRM: components of strategic CRM, and
Developing a CRM Strategy
20
3 Relationship Marketing o Rogers & Pepper’s model of relationship
o Customer engagement and experience management concept --Levels of relational bond: Financial bond, structural bond, social bond and customized bonding
o Building Relationship approach: Minimize negative service encounters during pre and post buy interaction
o Analyze service gaps using GAP model. o Redefine service blueprint to enhance customer
delight.
o Create responsibility and accountability matrix for internal customer.
o Benchmark competency and create performance
reward incentive program to increase o Customer service levels.
20
4. Building CRM process structure: o CRM levels: Collaborative CRM, Analytical CRM,
Operational CRM. o Front end and back end business process integration
using CRM process
o Sales process , Post sale Customer service process o Marketing campaign process o Contact and activity management process
o Case study based on the above.
20
19 | P a g e
Books Recommended :
1. Customer Relationship Management, Vikas Publishing House, Delhi- Mohammed, H. Peeru and a Sagadevan (2004) 2. CRM-Essential Customer Strategies for the 21st Century. Tata McGraw Hill- Paul Greenberge (2005). 3. Customer Relationships Management. - William, G. Zikmund, Raymund McLeod Jr.; Faye W. Gilbert
*******
Paper Code – MHM-1-T-3
Subject -Research Methodology
Theory – 80
Sessional – 20
-------------------
Total – 100 Minimum passing marks – 50
Unit Topic Marks
I Introduction to Research and Research Methodology Meaning, Characteristics of Research, Need of Research in Hospitality Industry, Objectives of Research,
Types of Research: a. Basic Research b. Applied Research
c. Descriptive Research d. Analytical Research e. Empirical Research,
Issues and Problems in Research, Meaning of Research Methodology, Stages in Scientific Research Process, Criteria for a good research problem.
20
II Research Design and Sample Design
Research Design – Meaning, Types and Significance, Sample Design –
Meaning and Significance, Essentials of a good sampling,
characteristics of a good sample, sample vs. census Stages in Sample
design, sampling methods/techniques with advantages and
disadvantages, role of sample size and Sampling Errors , difference
between concept and variables.
20
III Methods and Techniques of Data Collection/ Research tools
Concept of data, Types of Data Quantitative and Qualitative, Primary
Data and Secondary Data – Meaning, Significance and Limitations
,Collection of Primary Data- Observation method, Survey through
Questionnaire, Designing of a questionnaire – Meaning, types of
20
20 | P a g e
questionnaire, Stages in questionnaire designing, Essentials of a good
questionnaire, questionnaire rating scale, attitude scale, Interview
Technique etc with their uses, validity , reliability and usability of
data, Collection of Secondary Data.
IV Tabulation of data and Data Processing
Introduction, Data processing Meaning, Significance and problems in
data processing, Stages in data processing: a. Editing b. Coding c.
Classification d. Tabulation, Preparing a master tabulation chart,
tabulation and organization of quantitative data, e. Graphic
Presentation
20
Books Recommended: 1. B.D. John, A.L. Brown and R.R. Cocking, 1999. "How People Learn: brain, mind, experience and school". Washington, DC: National Academy Press. 2. A.R. Fraenkel, N.E. Wallen, 2008. "How to Design and Evaluate Research in Education", ih Ed. Boston: McGraw-Hill. . 3. K.E. David, 2009. Curriculum Development for Medical Education:.A Six-Step Approach, 2nd Ed. The John Hopkins University Press. ISBN 0-8018-9367-4. 4. N. Peter, 2009. "Leadership: Theory and Practice." 3rd Ed Thousand Oaks: Sage Publications.
5. G. Bordage, B. Dawson, 2003. Experimental study design and grant writing in
eight steps and 28 questions. Medical Education, 37(4): 376-385. 1. Research Methodology - C. R. Kothari 2. Business Research Methods - Donald Cooper & Pamela Schindler, TMGH, 9th
edition. 3. Business Research Methods – Alan Bryman & Emma Bell, Oxford University
Press. Journal 1. Journal of Hospitality Application and Research
2. Journal of Hospitality and Tourism Research
21 | P a g e
Paper Code – MHM-1-T-4 Subject - Human Resources Management & Corporate Sustainability
Theory – 80
Sessional – 20
-------------------
Total – 100 Minimum passing marks - 50
Unit Topic Marks
I Human Resources Management
- Introduction, Importance and Functions of HRM in Hotel Industry- - Evolution of Human Resources Management
- Difference between Personnel Management and Human Resource Management
- Role of a HR Manager, Training Manager (L&D) and Personnel Manager in Hotel Industry
20
II Industrial Relations-Retirement/Separation - Grievance Procedure - Collective Bargaining
- Settlement of Disputes - Superannuation - Voluntary Retirement Schemes
- Resignation - Discharge
- Dismissal - Suspension-Layoff
20
III Principles of Sustainability and Corporate Social Responsibility - Environment.
- Corporate Social Responsibility - Corporate Ethics & Governance - Corporate Social Responsibility – an Overview.
- CSR – Strategies & Implementation - Managing CSR – Reporting & Auditing
- Case Study – CSR Initiatives undertaken by ITC, Oberoi & TATA’s
20
IV Corporate Ethics - Corporate Ethics – an Overview -Corporate Governance – an Overview
- Impact of Corporate governance on Sustainability - Case Study – CSR Initiatives undertaken by ITC, Oberoi & TATA’s and others
20
22 | P a g e
Books Recommended:
Personnel Management, C.B. Memoria, S.V. Gankar, Publishing house, Mumbai.
Stoner, James, A.F.,MANAGEMENT Eaglwood Cliffs, New Jersey,
Knoontz O’Donnel and Weirich, MANAGEMENT, International students edition, McGraw hill.
Boella, M.J,.Personnel Management in the hotel and catering Industry, Hutetinson, London.
Ahuja K.K. Personnel Management, Kalyani Publisher, New Delhi
Hotel Industry, Frank Bros. & Co. (Publishers) Ltd
Paper Code – MHM-1-P-1
Subject – Marketing for Hospitality & Tourism Practical – 80
Internal – 20
-------------------
Total – 100
Minimum passing marks - 50
I Product life cycle- FMCG & service
II Consumer behaviour ( Presentation)- case study
III Launching of new product (ex- restaurant, hotel,)- strategies for planning,
pricing, promotion, distribution
IV Sales Promotion Event e-media
product presentation
23 | P a g e
Paper Code – MHM-1-P-2
Subject – Customer Relationship Management Practical – 80
Internal – 20 -------------------
Total – 100
Minimum passing marks - 50
1 Planning at-least one loyalty Programme for CRM per Student.
2 Planning CRM Module for the core departments of a star category hotel as per the choice
3 Tactics for handling challenging customers in different core departments of a star category
hotel.
4 Development of customer orientation programme such as – Planning, Recording of guest
preferences.
5 Conducting ABC analysis of customer relationships
6 Designing formats to measure customer satisfaction.- Such as Guest feedback card, Email
Survey.
7 Understanding the various stages of CRM and its implementation by interacting and
communicating with customers.
Assignment-Discuss the following points selecting a Hotel as a case study:
1. Service culture
2. Quality of customer service
3. Coping with challenging customers
4. Customer satisfaction and its measurement
5. Customer loyalty and loyalty programs
6. Segmenting customers based on sales or profitability.
24 | P a g e
Paper Code – MHM-1-P-3
Seminar 1 – Meeting, Incentive, Convention & Exhibitions
Internal – 25
-------------------
Total – 25
Minimum passing marks – 12
1. Identify the codes of conduct of MICE tour operators and adapt the business
practices accordingly.
2. Create MICE events with enriched meeting design and content to provide
more value to participants, for example by using social media platforms.
3. Stay up-to-date with new and emerging technologies that could add value to
MICE buyers and participants.
4. Give Presentation on Process and Management in MICE- Setting Up,
Registration, Welcome events and ceremony, Traffic strategy and solution,
Effective site management, Safety and Risk Management.
5. Activity: In teams present findings from the field trip.
25 | P a g e
Semester – II
Paper Code – MHM-2-T-1
Subject – MIS in Hospitality Industry (Management Information System)
Theory – 80
Sessional – 20
-------------------
Total – 100 Minimum passing marks – 50
Unit Topic Marks
I Introduction to MIS - Introduction, Definition, Concept
- Understanding Information systems - Infrastructural Resources required for MIS o Hardware o Software o Data o Network resources o Types of networks - Impact of internet revolution on Hospitality Business
20
II Information Systems for Rooms Division Management - Property Management System-Various Modules related to Reservations, Registration, Cashiering, Telephones, Guest History, Housekeeping - Various reports generated in the Front Office and their purpose o Room Occupancy report. o Front Office Cashier Report o Guest In-House Report o Expected Arrival Report o Expected Departure Report o Occupancy Forecasting Reports - Computerized reservation system, Introduction to GDS & Hotel Distribution on GDS - MIS for key Decisions - Guests data base - Keeping track of guests profile, needs, expectations. - Projection and Monitoring of Occupancy levels
20
III Catering Computing Systems - Recipe Costing - Stock Control System
- E- Procurement Systems - Electronic POS System - Table Management Systems - Conference and Banqueting Systems - Specialist Catering Computer Systems o Mini Bar o Beverage Control Systems o Club Management
20
26 | P a g e
IV Back Office Systems - Pay Roll Systems - Personnel Management Systems - Maintenance Management Systems - Performance Management Systems - At Your Service (AYS System)
20
Books Recommended
1. managing Information System –Mahadeo Jaiswal&Monika Mittal-Oxford Publication
2. using Computers in Hospitality- Peter O’Connor-Third edition by Thompson
Learning 3. Information Management System –MTM4-Rference book of IGNOU
4. Management Information Systems – W.S.Jawadekar
27 | P a g e
Paper Code – MHM-2-T-2 Subject – Hospitality Laws
Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
I Laws relating to Hospitality industry- Renewal Suspension and termination of licenses. Procedure for granting Star gradation in India, various approvals and permissions required to set up a hotel. Other Licenses required to start a hotel from FHRAI Guidelines.
20
II Licenses and permits required by Hotels - Bar and liquor Licenses, Validity, renewal and penalties. - Restaurant and various types of outlets and Licenses required by them. - Swimming pool License - Spa and Health Club License. - FSSAI Regulation. -The Arms Act 1959- 24b, offences and Penalties-27, 28,32,37 and 41. -The Narcotic Drugs And Psychotropic Substances 1985 (Amended Act 2001) -15, 17, 30,41,42 and 45.
20
III Concept of Tourist Police and Measures for safety and security of Tourist. Need of Central Tourism Legislation in India. Laws and legislation relating to tourist entry, stay and departure. Procedure and requirement for procuring various travel documents (passport, visa and health certificates) with relation to inbound and outbound tourists. Laws relating to currency exchange, FEMA, and Passport Act-1967.
20
IV Laws relating to passenger safety, convenience and compensation during air travel, Legislations relating accompanied and an accompanied tourist baggage. Compensation for lost and damaged baggage. Insurance for tourists and their baggage. Archaeological site and remains act, Wildlife Protection Act, Environment Protection Act And Air, Water And Noise Pollution Act. Foreigners Act1946.
20
Books Recommended: 1. Gupta S.K.: Foreign Exchange Laws and Practice: Taxman Publications Delhi, 1989.
2. Ensor, R.:Management of Foreign Exchange Risk: Euro money Publications, London
3. Malik, S.S., Ethical, Legal and regulatory aspects of tourism Business: Rahul, Delhi
4. Sajnani M.: Indian Tourism Business – A Legal Perspective 5. Manuel G. Velasquez: Business Ethics Concepts and Cases: Phi Learning Pvt. Ltd.
6. Legal Aspect for Hospitality and Tourism Industry—By Atul Bansal
The students should refer to the respective Acts.
Note- 1) For all Acts the scope, objectives & definitions to be covered.
2) Only the provisions related to the hospitality industry to be taught. 3) Bare Acts for individual law shall be referred for the scope of law.
28 | P a g e
Paper Code – MHM-2-T-3
Subject – Statistics & Quantitative Techniques Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
I Meaning and Importance of research report writing a. Essentials of a good Research Report b. Ethical Norms in Research
c. Ethical Issues in Research – Plagiarism d. Role of Computer in Research
e. Structure/ layout of Research Report f. Types of Research Report g. Steps in research report writing
h. Footnotes and Bibliography
20
II References and Citation methods-
a. APA (American Psychological Association b. MLA (Modern Language Association) c. CMS (Chicago Manual Style)
20
III Conceptual understanding of Statistical Measures. Measures of central tendencies
Measures of Variations Probability Concepts- Binomial, Normal, Use of normal probability tables.
Regression analysis.
20
IV Testing of Hypothesis-(Z+, T. , Chi Square{2x2, rxc
Contingency table}, f-Test) Corelation
Coefficient of Corelation Rank Co-relation ( Pearson, Spearman) Error- Type 1 Type 2.
Factor analysis.
20
Books Recommended:
1. B.D. John, A.L. Brown and R.R. Cocking, 1999. "How People Learn: brain, mind, experience and
school". Washington, DC: National Academy Press.
2. A.R. Fraenkel, N.E. Wallen, 2008. "How to Design and Evaluate Research in Education", ih Ed.
Boston: McGraw-Hill. .
3. N. Peter, 2009. "Leadership: Theory and Practice." 3rd Ed Thousand Oaks: Sage Publications.
29 | P a g e
Paper Code – MHM-2-T-4
Subject – Tourism: A Global Perspective Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
I Globalization & tourism sector Globalization & the business world, the tourism industry, Challenges, Factors affecting Global & regional tourist movements, Contemporary trends in international tourist movements. Types of international Tourism Inbound and Outbound. Global code for ethics of Tourism
20
II The emergence of international tourism Historical aspects, development of chains, development abroad, airline connection. Trends in terms of tourist arrival and tourist receipts in inbound tourism at the global level. Global competition & the future of International Tourism Long -term tourism growth trends, tourism growth in major regions, Problems and challenges before international tourism like climate change, terrorism, and Environmental issues
20
III Political aspects of the international travel, tourism, Barriers to travel, tourism investment & business, regulations, international organizations dealing with barriers viz : UNWTO, IMF. Need for government support of tourism, national tourism organizations, political stability, travel advisories, political risk, crisis management
20
IV
Global Tourism Trends International tourism sales & marketing. Inbound and Outbound tourism trends in East Asia Pacific(This diverse region includes China, Fiji, Indonesia, Korea, Malaysia, Philippines, Solomon Islands, Thailand, and Vietnam.), Middle East(Iran, Iraq, Turkey, UAE, Sudan and Egypt) and South Asia(Afghanistan, Bangladesh, Bhutan, India Maldives, Nepal, Pakistan, Sri Lanka).
20
Books Recommended 1) Tourism – The Business of Travel by Roy A. Cook, Laura J. Yale, Joseph J. Marqua, Pearson education
2) Tourism, Principles, Practices and Philosophies – Charles R. Goddner, JR Brent Ritchie, Wiley – India edition
3) Tourism Economics – Donald E. Lund berg, M. Krishnamoorthy, Mink H. Stavenga, John Wiley & sons. Inc
4) Dynamics of Modern Tourism – Ratandeep Singh, Kanishka Publications, New Delhi
5) Tourism Operations and Management – S. Roday, A. Biwal, V. Joshi, Oxford University Press, New Delhi
6) The Travel Industry - Chuck Y. Gee, Denter JL. Choy, James C. Maheno, AVI Publishing company
30 | P a g e
MHM-2-P-1
Practical Core 1 MIS in Hospitality Industry
Practical – 80
Internal – 20
-------------------
Total – 100
Minimum passing marks - 50
1 Creation and presentation of Various reports generated in the Front
Office. o Room Occupancy report. o Front Office Cashier Report o Guest In-House Report o Expected Arrival Report o Expected Departure Report o Occupancy Forecasting Reports
2 Creation and presentation of Various reports generated in the Back Office. -Attendance Record, -Maintenance record.
*******
MHM-2-P-2
Practical Core 2 Tourism: A Global Perspective
Practical – 80
Internal – 20 -------------------
Total – 100
Minimum passing marks - 50
Product Presentation of Hospitality & Tourism – At least 3 products
Preparing of Brochures for Hospitality & Tourism – different type of hotels 3 ; and any two continents
Handling situations & Handling Crises (Case studies): Handling Crises in Hospitality & Tourism at least 3 situations
Valuation of tourist destination – a comparative study of various tourist destination with
respect to advantages and disadvantages
31 | P a g e
MHM-2-P-3
Seminar 1-Managerial Communication Internal – 25
-------------------
Total –25
Minimum passing marks - 12
I Introduction to Managerial Communication Meaning, Importance and objectives- Principles of communication , Forms of communication, communication process, Barriers of effective communication, Techniques of effective communication Nonverbal Communication Body Language, Gestures, Postures, Facial Expressions, Dress codes, The Cross Cultural Dimensions of Business Communication, Listening and Speaking techniques of electing response, probing questions , observations,
Business and Social etiquettes
II Managerial Speeches Principles of Effective speech and Presentations, Technical &Non technical presentations, Speech of Introduction – Speech of thanks-occasional speech theme speech, Use of audio visuals aid. Introducing a third person
III Interview Techniques Mastering the art of conducting and giving interview, Placement interview, discipline interviews, appraisal interviews, exit interviews Group Communication Importance, Meetings – group discussions. Video conferencing
IV Introduction to Managerial Writings, Business letters Inquiries, Circulars, Quotations, Order, Acknowledgements Executions, Complaints, claims and adjustments, collection letter, Banking correspondence, Agency correspondence, Bad news and persuading letters, Sales letters, Job applications letters Bio data, Covering letter, Interview Letters, Letter of Reference , Memos, Minutes, circulars and notices Writing official e mails
Reports Types of Business Reports – Formats, choice of vocabulary, coherence and cohesion , paragraph writings, organizations reports by individual , Report by committee
32 | P a g e
Semester - III Paper Code – MHM-3-T-1
Subject - Materials Management
Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
1. Introduction Materials Management -Evolution, Importance, Scope and objectives , Interface with other functions, evolution to 3 pl Trade off Customer service & cost Materials Handling - Principles of Materials Handling systems - Materials handling equipments - Safety issues
20
2. Inventory - Need of inventory - Cost associated with inventory - Types of inventory , basic EOQ model - EOQ with discounts- ABC analysis classifications of materials, VED, HML, FSN, GOLF, SOS, (Numerical expected on basis EOQ , EOQ with discounts) - Inventory control & cost reduction Techniques, inventory turnover ratio codification concept and benefits
20
3. Materials Requirement Planning Advantage over conventional Planning Input and output of MRP system -Forecasting – overview of qualitative and quantitative methods of forecasting bill of materials explosion- Materials flow in MRP, Concepts of ERP
20
4. Purchasing Management : -Responsibility of Purchase Department, Purchase Cycle , Negotiation & Bargaining, Vendor Relation & Development, Purchasing methods, Global Sourcing Store – Function, Importance, Organization of stores Layout, stores procedure and documentation
20
Reference Books:-
1. Materials Management – Dutta
2. Handbook of Materials Management - Gopalkrishnan
3. Materials & Logistics Management - L. C. Jhamb
4. Introduction to Materials Management – Arnold
5. Logistics & Supply Chain Management – Martin Christopher
33 | P a g e
Paper Code – MHM-3-T-2
Subject - Tourism Destination India Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
1 History of Indian Tourism - Ancient period - Pre Independence - Present status of Tourism in India
20
2. Role of Government in Tourism Promotion - Incredible India - Role and Functions of India Tourism and STDC - Travel statics.
20
3 Tourism Products - Natural – Beaches, Hills, Islands - Human Made – Fairs, Festivals, Architecture, Monuments, Shopping - Symbiotic – Marine Parks, Wildlife, Sanctuaries, Adventure, Sports Major Tourist Attractions - Famous Places of Tourist interest in India
20
4. Tourist products of India (New Trends) - Spiritual Tourism - Religious Tourism - Wedding Tourism - Yoga - Medical Tourism - Agro Tourism
20
Books Recommended
1) India –Aruna Deshpande
2) Tourism –Romila Chawla
Reference Websites:
www.incredibleindia.com
www.tourism.gov.in
www.tourismindia.com
34 | P a g e
MHM-3-T-3- Elective- 1
Food & Beverage Management-I Theory – 80
Sessional – 20
------------------- Total – 100
Minimum passing marks – 50
Unit Topic Marks
I Hazard analysis and Critical Control Point
Introduction to Food Safety Management system
History of HACCP, HACCP in India, seven basic principles
Good Manufacturing practices (GMP)
Good Hygiene practices (GHP)
Types of Hygiene
Importance and place of Hygiene in the Hotel Industry
20
II Food & Beverage Service and Food Safety
HACCP in menu planning, purchasing, receiving, storing, issuing, preparation, cooking, holding, Serving, Reheating, Cleaning.
Safe Hand Washing
Temperature danger zone
Waste disposal
20
III Training of food handlers
Objectives and benefits of hygiene training
Steps in planning and implementing a training program based on HACCP
Evaluation of the program
Documentation required for maintain HACCP
20
IV Standard operating procedures
Purchasing
Receiving deliveries
Storage
Holding Hot and Cold foods
Cooling
Reheating,
Serving food
Self service Area
20
Books Recommended: 1. Food Hygiene and Sanitation, S. Roday, Tata Mc Graw-Hill 2. The hospitality Industry : Significance and application of HACCP, Nandita Sapra,
Swaprakashan Publication
3. Managing with the HACCP System, Ronald Cichy
4. Supervising Food Safety, Richard Sprenger, Published by Highfield, Co. UK. Limited.
5. Food Service and Catering Management by R.K.Arora – APH, Publishing Corporation, New Delhi-110002
6. Food Hazard & Food Hygiene, Seema Yadav.
7. Food & beverage Service, R. Singaravelavan, Oxford University Press.
35 | P a g e
MHM-3-T-3-Elective-2
Accommodation Management –I Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks - 50
Unit Topic Marks
1 Introduction to facilities management
Scope and meaning of facility management Importance and growth of facility management Space management Capacity, resource management
20
2. Application of scientific techniques in rooms division –
Application of work study Work measurement- application to man power Technological changes using software for operating
function – application to process and revenue management
20
3 Housekeeping in other venues
Housekeeping administration for museums, hostels,
residential schools, guest houses, corporate offices, banks, stadiums, malls.
Waste disposal – control and management
20
4. Front Office Accounting & revenue management
Room Tariff fixation and establishing room rates
Front Office as revenue generating center, managing occupancy and effective revenue (ARR, REV, PAR)
Various financial records and document prepared and used at billing section
Guest Accounting cycle
Auditing in Front Office
20
Books Recommended
1) Managing facility by Christine Jones - Hotel facility Planning by Tarun Bansal
2) Hotel housekeeping Operations and Management - G Raghubalan
3) Hotel housekeeping Operations and Management - G Raghubalan The Professional
Housekeeper by Georgina Tucker
4) Managing the Lodging Operations - Robert Christie Mil
5) Commercial Housekeeping
6) Professional Front Office management - Robert H. Woods
36 | P a g e
MHM-3-T-4- Foundation -I
Subject –Project Design and Planning Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
I Data Management-
Analysis and Presentation-
Introduction, Data File Management function,
Preliminary Analysis- Six Characteristics of a data set.
20
II Data Transformation and Presentation
a. Data sheet preparation – coding
b. Application of Statistical software – Excel and Mega stat
c. Introduction to SPSS, creating data Sheet using SPSS
d. Case analysis using SPSS
20
III Understanding the technical terms and project overview
Preparing a research proposal.
20
IV The Project / dissertation Report: Basic Components.
Preparing the Manuscript and Assessment.
20
Reference:
SPSS online training manual.
37 | P a g e
MHM -3-P-1 Practical Elective -1
Food and Beverage Management-I Practical – 80
Internal – 20
-------------------
Total – 100
Minimum passing marks – 50
1. Implement HACCP principles in the college premises.
2. Knowledge about temperature danger zone, use of thermometers in practicals
3. Practice Techniques of safe hand washing
4. Importance of Workplace hygiene–equipments, work surfaces.
5. SOP for :
o Purchasing perishable and non-perishable items.
o Holding Hot and Cold foods o Reheating, o Serving food
6. Visit to a hotel and observing the scales which they use for HACCP.
MHM -3-P-1 Practical Elective -2
Accommodation Management -I Practical – 80 Internal – 20
-------------------
Total – 100
Minimum passing marks - 50
1. Preparation of various records of financial transaction at cashier sections- budgetary applications of the financial transaction
2. Fixation of room rates - 3. Designing of room tariff – display in various types of format ex. Hotel website,
printed, GDS etc.
4. Designing loss prevention manual for safety & security of establishment.
38 | P a g e
Elective – 1 - MHM-3-P-2 Tourism Destination India
Practical – 50
Total – 50 Minimum passing marks -25
1) Visit to a tourist destination local, Regional, National 2) Critically analyzing these tourist destination for the basic tourist facilities (Accommodation, travel/ transportation) 3) Evaluating the support services of these destination – Souvenir shops, guides, drivers, escorts. 4) Attending a travel agency to get knowledge of travel agencies operations.
****
Elective - 2 MHM-3-P-2
Foreign Language (French/Germen) Practical – 50
Total – 50
Minimum passing marks -25 Foreign language (Course duration -15 hours)
Students are to acquire basic knowledge of the foreign language of their choice from amongst-
Spanish/French/German/Japanese& submit the certificate to the Institute
******
MHM-3-P-3 Industrial Training * (Foundation)
Practical – 50
Total – 50 Minimum passing marks -25
Comprehensive Viva-Voce/Presentation based on training
Industrial Training should be arranged through training and placement incharge of the department and credits will be given as per details given below:-
Log book and Certificate – 1 Credit Training Report – 1 Credit
Presentation of Training Report - 2 Credit Logbook and certificate will be evaluated by the Hotel/Travel Agency/ Agency/any Hospitality Management establishment.
Training Report will be evaluated by the internal examiner of the College. The Seminar will be scheduled by the college or the department based on training
report /and the final viva-voce will be commenced on the day and date prescribed by the university in presence of external and Internal Examiner.
39 | P a g e
Semester-IV Paper Code- MHM-4-T-1
Subject - Quality Management and Assurance
Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
I Introduction to Quality - What is Quality (Definition of quality)? - Understanding TQM
- Six basic concept of TQM - Quality Planning - Quality Costs - Collection and reporting of quality costs information - Analysis of quality costs - Establishment of quality cost goals and optimizing quality costs - Strategies for importing quality. Application of quality costs - Scope of total quality control - Beneficiaries of TQM Employee Involvement - Motivation - Strategies for achieving a motivated workforce - Employee empowerment - Teams - Recognition and rewards for employees. - Gain Sharing - Performance appraisals - Unions and employees involvement - Benefits of employee involvement
20
II Customer Satisfaction - Understanding the customer - Customer perception of quality - Customer complaints - Customer feedback - Using customer complaints as feed back - Service quality
20
III The Seven Tools of Quality - Statistical process control - Check sheet - Flow chart - Graphs - Histogram - Pareto chart - Cause effect diagram - Scattered diagram
20
40 | P a g e
- Control chart Other Quality Improvement Tools - Vision and Mission statement - Acceptance sampling - Zero Defect Programme (PORA – YORE) - Brain storming
IV Quality Management Systems - ISO 9001 : 2008 System
Benefits of ISO Requirements Implementation Documentation
- Concepts of ISO14001 (Environment Management - Requisition of ISO 14001 - Benefits of ISO 14001
20
Reference Books:-
1) TQM 2nd Edition -B. Senthil Anasu and J. Praveen Paul
2) Total Quality Management - Poornima M. Charantimath
Paper Code- MHM-4-T-2
Food Tourism Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
1 Meaning and concept of food tourism
Understanding the reasons for growth of food tourism
Potential of food tourism
Global trends in food tourism
20
2 Popular food tourist destination in world
Spain
China
France
Italy
Malaysia (at the cross road of Asian Food )
Grant trunk and food tourism
20
3 Planning of food tourism
Rules and code of conduct of good tourism
Food safety and sustainable planning of food tourism
Food tourism based activities (taste trekking food walks/trails etc.)
Street Food
20
41 | P a g e
Promotion and marketing of food tourism
4 India – as a potential destination for food tourism
Impact of geographical location, culture and ethnic food habits
Food tourism destination in India
North
South
East
West
Zonal/Regional food tourism
20
Note : As a part of curriculum the students will have to visit traditional kitchen / food
service outlets of regional foods. Reference Books 1)Tourism – The Business of Travel by Roy A. Cook, Laura J. Yale, Joseph J.
Marqua, Pearson education 2)Tourism, Principles, Practices and Philosophies – Charles R. Goddner, JR Brent Ritchie, Wiley –India edition
3)Tourism Economics – Donald E. Lund berg, M. Krishnamoorthy, Mink H. Stavenga, John Wiley &
sons. Inc 4)Dynamics of Modern Tourism – Ratandeep Singh, Kanishka Publications, New Delhi
5)Tourism Operations and Management – S. Roday, A. Biwal, V. Joshi, Oxford University Press, New Delhi
6)The Travel Industry - Chuck Y. Gee, Denter JL. Choy, James C. Maheno, AVI Publishing company 7).Indian Food, K.T.Achaya, Oxford
8).Theory of Cookery By K Arora, Publisher: Frank Brothers
9) Reports of UNWTO
42 | P a g e
Elective 1 Paper Code- MHM-4-T-3
Subject – Food & Beverage Management –II Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks I Butler Service
Introduction about a butler
Responsibility of a butler
Types of Butler
Skills of a Butler
Etiquette and protocol of butler service
Travelling with your guest
Pets handling inside the hotels.
20
II Managing a Bar Business
Creating a business plan
Marketing the bar business
Marketing tools to attract customers to a bar
Pricing as a promotional tool in bars
Latest trends in Bar
Classic and contemporary cocktails
Mixology beyond cocktails
20
III Menu Engineering
Definition, scope and importance
Elements and pre-requisites of menu engineering
Psychology
Accounting
Graphic Design
Marketing and Strategy
20
IV Recent Trends and Quality Management in Food and Beverage Operations
Meaning of quality
Importance of quality
Managing quality in food & beverage Operations
Examples of quality management in food & beverage operations
Designing a quality system for food & beverage
20
Books Recommended: 1. Classic cocktails by Stuart Walton, Suzannah Olivier, Joanna Farrow – Lorenz books,
2. Bar & Cocktails by Michael Jackson, Mitchell Beazley
3. The Bartender’s guide by Peter Bohrmann – Greenwich edition London
4. International Bartender’s Guide – Random house, New York.
5. Food and beverage management, Bernard davis, Andrew lockwood, peter, Alcott and loannis Pantelidis, fifth edition.
6. Menu Engineering : A practical guide to Menu Analysis – Donald Kasavanna.
43 | P a g e
Elective 2 Paper Code- MHM-4-T-3 Subject- Accommodation Management-II
Theory – 80
Sessional – 20
-------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
I Ergonomics in facilities management – Hospitality organization Importance and Principles Training staff to work ergonomically
Job safety analysis and its applications Safety awareness for staff and guest Accident prevention and work environment safety
20
II Trends for Internal Environment
Managing labour cost with technology
The shrinking labour market
Maximizing benefits of technology
Encouraging staff development
20
III F.O. as Sales Department
Co-ordination of F.O. with sales department
Importance of F.O. as sales point
Sales promotion technique used by F.O.
Qualities of F. O. staff to act as sales agent
20
IV Public Relation
Importance of Public relations in Hotels
Agents of Public relation building at Front Office
Various Public Relation tactics
Role of Media in Public Relation
20
Books Recommended: Professional Management of Housekeeping Operations – Thomas J.A., Jones, Ed.D.R.EH,
John Wiley & Sons, Inc.
The professional housekeeper-Madelin Schneider, Georgina tucker, Mary Scoviak John Wiley & Sons, Inc
Housekeeping Operations Workbook, Macmillan Education Ltd. –Valerie Paul & Christine Jones.
Hotel, Hostel and Hospital Housekeeping-Joan C Branson, Margaret Lennox, Edwards Arnold(publishers) ltd. ELBS
Housekeeping Supervision Jane Fellows, Macdonald & Erans Ltd. London.
House keeping Management Margaret kappas, Aleha Nitschke, Education Institute, USA.
‘Bonsai’, www.bonsai-bci.com
www.hotelworkersrising.com
Hvseco.com
44 | P a g e
Foundation-I Paper Code- MHM-4-T-4
Subject- Strategic Management
Theory – 80
Sessional – 20 -------------------
Total – 100
Minimum passing marks – 50
Unit Topic Marks
1 Introduction to Business Policy
Evaluation of business policy as a discipline, Nature of Business policy, Importance of business policy, Purpose of business policy, Objectives of business policy
Strategic Management – an overview
Understanding Strategy, Definition & Explaining strategy, Strategic Decision making
Process of Strategic Management, School of thought on Strategy Formulation
Strategic Intent
Vision, Mission, Business Definition, Goals & Objective
20
2. Environmental Appraisal
Concept of Environment, Environmental Sectors, Environmental Scanning
Corporate level strategies
Grand Strategies, Stability Strategies, Expansion strategies, Retrenchment strategies Combination Strategies
Strategic Analysis & Choice
Corporate & Business Level Strategic Analysis, Contingency Strategies, Strategic Plans
20
3 Strategy Implementation
Interrelationship between formulation & Implementation, Project Implementation Resource Allocation, Organizational System, Corporate Culture, Social Responsibilities & Strategic Implementation
Functional & Operational implementation
Functional Plan & Policies, Financial Plans & Policies, Marketing Plans & Policies
Strategy Formulation
Expansion, Retrenchment, Merger, Joint Venture
Strategy Formulation Process
Strategy analysis & Choice, Factors influencing choice, SPACE Matrix, BCG Matrix
Policies in functional Areas
Functional policies, financial policies
Strategic Implementation, Review & Revaluation
20
45 | P a g e
4. Strategic Evaluation & Control Strategic Control, Operational Control, Role of Organizational System in Control Case Studies- Case Analysis & Presentation Mission & Mission Statement, Strategies, Approaches, Entrepreneurial, Strategic Decision Making, Adaptive search, Environmental & Internal resource Analysis Environmental Scanning, SWOT Analysis (Internal & External Environment)
20
Recommended Books :
1. Wootton and Terryhorne: Strategic planning: The Nine Programme 2. John Tribe: Corporate Strategy for Tourism. 3. Prashad, L.M.: 2004, Business Policy and Strategic Management, Sultan chand &
Sons. 4. Ghosh, P.K.: 2004, Strategic Planning & Management, Sultan Chand & Sons.
Elective -I Practical Paper Code – MHM-4-P-1
Food and Beverage Management-II Practical – 80
Internal – 20 -------------------
Total – 100
Minimum passing marks – 50
1. Making of Classic and contemporary cocktails 2. Free Pouring, bar tricks 3. Visit to a Bar 4. 5 Compulsory training sessions in a bar 5. Platter presentation : Starter / main course / dessert 6. Techniques for quality service
Elective -II Practical MHM 4-P-1
Accommodation Management-II Practical – 80
Internal – 20
------------------- Total – 100
Minimum passing marks – 50
1. Designing documents for analyzing work place pain and hazards with used of
ergonomics.
2. Surveys to find right ergonomics practices in various hotels/other institutions
3. Developing of green cleaning programmes 4. Public Relation activities in Hotels & Publicity Activities
46 | P a g e
MHM 4-P-2 Project Work & Viva / Voce
Practical – 80
Internal – 20 -------------------
Total – 100
Minimum passing marks – 50
Every student shall select a research project from the Hospitality Industry. The nature of the
product shall be based on the synthesis of their experience and knowledge gained from allied
subjects. Subject of the project shall be approved by the department at the commencement of the
session. The research project will be guided by an approved guide of the university. The students
will be required to submit the project report on a prescribed date.
Comprehensive Viva-Voce/ Seminar based on Project /Thesis
The seminar will be scheduled by the college or the department based on the thesis/
Project and the final vice-voce will be commenced on the day and date prescribed by the
university in presence of external examiner.
***