post graduate diploma in hospitality administration

7/29/2019 post graduate diploma in hospitality administration

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Proposed syllabus forPost Graduate Diploma in Hospitality Administration

20 months program

Compiled and Designed by

GOA COLLEGE OF HOSPITALITY AND CULINARY EDUCATION


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Post Graduate Diploma in Hospitality Administration

(20 months program)

Semester1

Course Course title Inst.hours/week

Credit Examhours

Marks Total

Int Ext

1 Corecourse1

IntroductiontoHospitalitymanagement

6 5 3 25 75 100

1 Corecourse 2

AdvancedFront officeprocedure

6 5 3 25 75 100

1 Core

course 3

Bar &

beverageManagement

6 5 3 25 75 100

1Corecourse 4

AdvancedBaking

science

6 5 3 25 75 100

\1 Corecourse 5

AdvancedFoodProductionPractical

6 5 3 40 60 100

Semester2

Corecourse 6

Food andbeverage

managementand costcontrol

6 5 3 25 75 100

2 Corecourse 7

Eventmanagement

6 5 3 25 75 100

2 Corecourse 8

Informationmanagementsystem &Hospitality

6 5 3 25 75 100

2 Corecourse 9 MaterialmanagementinHospitality

6 5 3 25 75 100

2 Corecourse 10

Advancedfood andbeveragepraxctical

6 5 3 40 60 100


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Semester3

Corecourse 11

Quick ServiceRestaurantManagement

(QSRM)

6 5 3 25 75 100

3 Corecourse12

Spa & saloonmanagement 6 5 3 25 75 100

3 CoreCourse

13

CustomerRelationshipManagement

6 5 3 25 75 100

3 CoreCourse

13

Food andBeverageRetailManagement

6 5 3 25 75 100

3 CoreCourse

14

AdvancedAccommodatinmanagementpractical

6 5 3 40 60 100

18 months class room study with 2 months internship in the hotel

Followed by project presentation and viva

Core Courses include Theory, Practicals & ProjectNo. of core courses: 14Credit per Course 5 (45 hours)Project: 1Credit: 30 (270 hours)

Total Credits: 100Internal External

Theory 25 75Practical 40 60

ProjectDissertation 80 Marks

[2 reviews = 20+20 = 40 marks (internal & External)Report Valuation = 40 marks] (internal & external)Viva = 20 MarksTotal 100 marks

Passing Minimum in a SubjectTheory 40% Aggregate 50%


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Practical 40%

Objective of the course

The 20 months Postgraduate Diploma Programme in hospitality administration prepares astudent for a career in hospitality industry and services. The programme facilitateslearning in modern concepts, techniques and practices in hospitality administration and

exposes the student to different functional areas of management to enhance theeffectiveness.

The courses are designed to develop - (i) the analytical, problem-solving and Decision-making abilities, (ii) with the contemporary business trends iii) and each studentpersonality with socially desirable values and attitudes. Towards these objectives and tosuit the contents of each course, a variety of teaching methodologies, such as casestudies, role-play, problem solving exercises, group discussion, computer simulationgames, audio visuals, are used in the programme.

Since the PGDHA programme itself is a specialised programme, there are no separate

Areas for Concentration. Students are required to complete 14 courses offered to them.

SEMESTER 1Course title: introduction to Hospitality Management

Credit: 5Marks int: 25 Ext: 75

Syllabus

Unit 1 Hospitality- Introduction, concept, development over the ages in contextof Indian and international hospitalityUnit 2 Tourism: Introduction, concept, definition, types and characteristicsRelation of hospitality industry with TourismUnit 3 The Hotel Industry: Organization of Hotels, ownership structure: SoleProprietorship, partnership, Franchisees, Management Contract concept,their advantages and disadvantages.Unit 4 Overview of major Hotel Departments: Front Office, House Keeping,Food & Beverage, Marketing, Human Resources, Engineering &Maintenance, Accounting & FinanceInter and Intra Departmental Linkages and Coordination.Unit 5 Future of Hospitality Industry, Changing trends, issue and challenges

Importance of Hospitality industry in India

Assignments to be given to the students


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1. Discuss the issues and trends facing the hotel, restaurant, and tourism industriestoday.

2. Describe the operational and management structure for various types ofhospitality/tourism facilities.

3. Discuss basic management concepts and provide an opportunity for students toformulate a managerial frame of reference.

4. Discuss career paths and professional challenges characteristic of thehospitality/tourism industry.

5. Describe the interrelationship of travel, tourism and the hospitality industry.6. Discuss the concept of service management and its impact from both a consumer

and business perspective.7. Identify current events that will have an impact on the hospitality/tourism industry.

Method of Instruction

Class discussionGuest speakers

Student Projects

Case StudiesInstructor presentations

Text & References

_ Introduction to Hospitality Industry A Text Book: Bagri SC & Dahiya Ashish, AmanPublications New Delhi

_ Introduction to Hospitality, Walker John R. Prentice Hall of India._ An introduction to the hospitality Industry : 4th edition Gerald W.Lattin Attn._ Hospitality Today : Rocco; Andrew Vladimir, Pables E, Attn._ Tourism and the hospitalities Joseph D. Fridgen_ Welcome to Hospitality Kye-Sung Chon, Roymond Sparrowe

_ Hospitality Mgt. Kevin Baker, Jeremy Hayton_ Hotels for Tourism Development Dr. Jagmohan Negi_ Principles of grading and classification of hotels, tourism restaurant &resorts - Dr. J.Negi

SEMESTER 1Course title: Advanced front office procedure


Syllabus

1. Front Office Operation:_ The guest cycle_ Front office systems_ Front office forms_ The front desk_ Front office equipments


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_ Front office computer application2. Front Office Responsibilities:

_ Front office communication_ Inter departmental communications_ Guest relations_ Front office security functions3. Front Office Management:

_ Management functions_ Establishing Room rates_ Forecasting room availability_ Budgeting for operations_ Evaluating front office operation

4. Yield Management:_ The concept of yield and management_ Measuring yield_ Elements of Yield management_ Using yield management

5. The Night Audit:_ Functions_ Operation modes_ Night audit process_ Verifying night audit_ Automated system update


Case studies and role play



Student Projects

Case Studiesinstructor presentations

Text & Reference:1. Front Office Procedures By Seaton

2. Basic Hotel Front Office Procedures (III edn.) Peter Renner3. Front Office Procedures Peter Abbott4.Front office management in hotel, Chkravarti B.K., CBS publishers and distributers,1999.5. Front office : procedures, social skills, yield and management, Abbott, Peter and Lewry,Sue, New Delhi: Butterworth-Heinemann.6.Bhatnagar S, K., Front Office Management, Frank Brothers & Co.7. Bardi James, Front Office Operations_ Front office, Elsevier publications


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8. Principles of hotel front office operations, Baker Sue, Huyton Jeremy,Bradley Pam,London and New York: Continuum, 2000.9.Case studies in rooms operations and management, Huyton, Jeremy and Baker, Sue,Melbourne : Hospitality Press, 2001.10. Managing Front office operations, Michael L. Kasavana, Richard M Brooks,Educational Institute of American Hotel & Lodging Association, (EI-AH&LA, USA).

SEMESTER 1Course title: The Bar & Beverage Management


Syllabus

CHAPTER 1

THE BEVERAGE INDUSTRY PAST AND PRESENT & RESPONSIBLE ALCOHOL

SERVICE

The earliest wines,The wine and religion

A brief history of beerDistilled spirits in brief

Alcohol and health in historyProhibition and its effects

Todays beverage service industryHuman psychology and alcohol

Alcohol impact on human healthAlcohol and nutritionAlcoholism and other drinking problemsLegal considerationsSolutions from a concerned industryMixing planCrisis management

Chapter 2

CREATING AND MAINTENANCE OF BAR BUSINESS & BAR EQUIPMENTS

Targeting your clientelePlanning and researchLocation and market feasibility

Atmosphere and dcorDecor requirementsLayout and design


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Working with design or consultantCheck list of bar design essentialsUnderbars and back bar equipmentsRefrigeration needsBar stools and small equipmentsGlasswareCash registersGeneral equipment guidelines

Chapter 3

Spirits and wine appreciationTypes of spirits and manufacturingTypes of wine and manufacturing

Chapter 4

MixologyDefinition, cocktails and mocktails

Chapter 5

Total bar management

Sanitation and bar set upEmployee managementPurchasing receiving and storing inventory

Planning for profitRegulations


Case studies



Student Projects

Case Studiesinstructor presentations

Text & Reference


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The Beverage Book Companys Coming Original Seriesby Jean ParThe New York Bartender's Guide: 1,300 Alcoholic and Non-Alcoholic Drink Recipes Forthe Professional and The Home by Sally Ann Berk

The new American bartender's guide by John J. PoisterTwo hundred and one cocktails by Maria CostantinoThe Complete Bartender by Robyn M. FellerThe Bar Guide Williams-Sonoma guidesby Ray FoleyBartending for the Professional and Home Entertainer by Chandler L. DeLove

SEMESTER 1Course title: Advanced Baking Science


UNIT-1 RAW MATERIAL

i. Wheat and Wheat milling processii. Wateriii. Sugariv. Yeastv. Saltvi. Fatvii. Stabilizers & Chemicals

UNIT -II PROCESSING & PRODUCTION (BREAD)

i. Flying fermentii. Mixingiii. Fermentationiv. Knock-backv. Bakingvi. Cooling

UNIT III - BREAD MAKING METHODS

i. Various Bread making methodsii. How to judge the quality of bread

iii. Bread faultsiv. Bread diseasev. Bread improvers(To be supported with Demonstration of Various methods of production of bread)

UNIT - IV CAKE MAKINGi. Cake making ingredientsii. Cake making methodsiii. Characteristics of cakes


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iv. Balancing of cake formulav. Cake faults and remedies

BISCUITS & COOKIES INGREDIENTS SIMPLE RECIPES(To be supported with Demonstration of Various methods of production of cakes

i. & Biscuits)

UNIT -V BAKERY MACHINERY AND EQUIPMENTSi. Major equipments and minor equipmentsii. Care and Maintenance of Equipments.


Class discussion

Guest speakers

Student Projects

Case Studies

instructor presentations

REFERENCE BOOKS:

1. Basic baking C. DUBEY

2. The professional pastry chef- BO FRIBERG3. Modern Cookery for Teaching and Trade Volume I & II Thangam E. Philip(Orient Longman Publications)

SEMESTER 1Course title: ADVANCED FOOD PRODUCTION PRACTICALS

Credit: 5

Marks int: 40 Ext: 60

A la Carte / Table Dhote-MenuWith recipes of continental 40% Indian 40% Chinese 10% Bakery 10%and Special emphasis on recipes of Buffet of Breakfast, Lunch and Dinner.Text & Reference :1. Modern Cookery for teaching & Trade Volume I & II Thangam E. Philip2. Theory of Cookery Krishna Arora.


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3. Practical Cookery Ceserani and Kinton.

SEMESTER 2Course title: Food and Beverage Management and Cost Control


1. Gaining a perspective on selection and procurement_ The concept of selection and procurement_ Distribution systems_ Forces affecting the distribution systems_ An overview of purchasing function_ The organization and the administration_ Buyers relationship with purchasing other company personnel

2. Principles of selection & procurement:_ The purchase specification_ The optimal amount_ The optimal prices_ The optimal suppliers_ The optimal payment policy_ Typical ordering procedure_ Typical receiving procedure_ Typical storage procedure_ Security in the purchasing system

3. Selection and procurement of the items:_ Purchase procedure_ Convenience foods_ Processed produce and other grocery items_ Dairy product/egg/meat/poultry/fish etc.,_ Alcoholic and non alcoholic beverages_ Non food expenses items_ Services_ Furniture, Fixtures and Equipments

4. Cost Control Techniques:

_ Yield Management_ Food costing_ Par Stock_ ABC/XYZ analysis_ Non moving and slow moving items_ Beverage costing_ Bar Control_ Records in food cost control_ Records in beverage cost control


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_ Food cost reconciliation_ Beverage cost reconciliation_ Tobacco cost reconciliation


1. Class discussion2. Guest speakers3. Student Projects4. Case Studies5. instructor presentations

Text & Reference:1. Hotel Management & Costing D. Antony Ashok Kumar.

2. Purchasing & Selection & Procurement for the Hospitality Industry WilliesSmith.

SEMESTER 2Course title: Event Management


Unit I

Introduction to event management

Historical Perspective, Introduction to event Management, Size & type of event, EventTeam, Code of ethics, Principles of event Management, concept & designing. Analysis ofconcept, logistics of concept, Feasibility, Keys to success, SWOT Analysis

Unit 2Event planning and team management

Aim of event, Develop a mission, Establish Objectives Preparing event proposal, Use ofplanning tools, , Protocols, Dress codes, staging, staffing Leadership, Traits andcharacteristics, Nature of Marketing, Process of marketing Marketing mix, SponsorshipImage, Branding, Advertising Publicity and Public relations, Aim of event , Types andcategory, Sports, Rallies, Wedding corporate events, Develop a mission, EstablishObjectives Preparing event proposal, Use of planning tools


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Unit 3

Event leadership and communication

Leadership skills, Managing team, Group development, Managing meetings, Writtencommunications, (Official, demi-official, Invoice). Verbal communications

Unit 4Event security, safety & logistics

Security, Occupational safety, Crowed management, Major risks and emergencyplanning, Incident reporting, emergency procedures, Concept, theme, Fabrication, light &sound, handling venders, Logistic policy, procedures, performance standards ,functionalareas, motivation and leadership

Unit 5Event laws, licenses & accounts

Relevant legislations, liquor licenses, trade acts, stake holders and official bodies,contracts, Budget, break even point, cash flow analysis, Profit & loss statement, balancesheet, panic payments, financial control system

Assignments

Students will be tested for planning, concept, designing and lay out of an event


Class discussion

Guest speakersStudent Projects

Case Studies

Instructor presentations

Text & references:Event management, an integrated & practical approach By Razaq Raj, Paul Walters &

Tahir RashidEvent management, a professional approach By Ashutosh ChaturvediEvent Management By Lynn Van Der Wagen & Brenda R Carlos.Successful Event Management By Anton Shone & Bryn Parry


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SEMESTER 2Course title: Managing Technology in Hospitality Industry


Unit 1

Hospitality technology system & componentsEvaluating hospitality technology, property management system, PMS interface, point ofsale system, sales and catering system, hospitality accounts system E-commerce, inputout put componenets,the central processing unit external storage devoices ,anatomy of acomputer,software,networks,internal components

Unit 2

Room management, guest application & reservation systemElectronic distribution channel, undersell agencies, central reservation system, propertyLevel reservation system, distribution of revenues, Room management module, andguest accounting module

Unit 3

Property management system interface & point of saleSystem interface issues, central reservation system, point of sale system and callaccounting system energy management systems, auxiliary guest services guest,operating devices, pos order entry units, pos printers, Account statement, PCI

compliance, Managing Guest Accounts, POS software ,automated beverage controlsystem

Unit 4

. F&B management, sales, accounts & catering applicationRecipe management, sales analysis, menu management, menu item pricing, integratedfood service software automated beverage system reports, sales office automationrevenue management catering software ,accounts receivable module, accounts payable

module, payroll module, inventory module, purchasing module, financial report module,labor scheduling applications.

Unit 5

Information management, system selection & security maintenance


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Management information system, electronic data processing, database management,multidimensional database, information needs, sales literature, system requirements,request for proposal ,contract negotiations, installation factors, system security and dataprivacy, operational precautions, general principles, manual operational plans,



Student Projects


Text and references

Managing technology in the hospitality industry sixth edition ,Michael L.Kasavana

O'Brien James , " Management Information Systems , 7 th Edition, Tata McGraw -Hill Publishing Company Limited

KC Laudon, JP Loudon, MIS Managing digital firm, Person Education

Jawadekar W., ''Management Information Systems ", 2nd Edition, Tata McGraw-HillPublishing Company Limited

SEMESTER 2Course title: Material Management in Hospitality


Unit 1Introduction to material management in hospitalityIntroduction to material management and productivity, functions of material

management, organization structures in material management, role of materialmanagement techniques in improved material productivity.

Unit 2

Material planning:

objectives, material requirement planning, manufacturing resource planning, JITproduction planning, strategic material planning, material control: acceptance,


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sampling, inspection, make or buy decision, simple cost analysis, economic analysis,break even analysis, break even point theory, whether to add or drop a product linestore management and warehousing, product explosion.

Unit 3

Purchasing:

importance of good purchasing system, organization of purchasing functions, purchasepolicy and procedures, responsibility and limitations, purchasing decisions, purchasingrole in new product development, role of purchasing in cost reduction, negotiations andpurchase, purchasing research: identification of right sources of supply, vendor rating,standardization, vendor certification plans, vendor and supply reliability, developing newsource of supply.

Unit 4

Cost reduction

Cost control v/s cost reduction, price analysis, material cost reduction techniques, varietyreduction, cost reduction and value improvement, techniques of cost control, standardcosting, cost effectiveness, cost analysis for material management, material flow costcontrol.

Unit 5

Inventory management:

Inventory v/s stores, types of inventory, inventory control, and inventory build up, EOQ,

various inventory models, inventory models with quantity discount, exchange curveconcept, coverage analysis, optimal stocking and issuing policies, inventory managementof perishable commodities, ABC VED analysis, design of inventory distribution systems,surplus management, information system for inventory management case studies


Class discussion

Guest speakers

Student Projects


Text and reference

Reference booksMaterial management: - W. R. Stelzer Jr. (PHI)


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Material management: - D. S. Ammer & Richard Erwin Inc.Material management: - A. K. Dutta (PHI)Material management- An integrated approach :- P. Gopal;akrishnan,& M. Sundersen (PHI)

SEMESTER 2

Course title ADVANCED FOOD AND BEVERAGE SERVICE PRACTICAL

Hierarchy of Food and Beverage Service outlets like Restaurant, RoomService, fast foods, Banquets etc.,Table dhote menu, A la Carte menu compilation and with accompaniment& cheese, Cigarette, Cigar Wines and services.Setting of the table according to menus, mock services to be practiced, guerdonservice flamb and flaring, mocktail and cocktail preparation

Semester 3

Course title -Quick Service Restaurant Management (QSRM)

Unit 1Introduction to quick service restaurant managementPlanning, control and food, Identify the differences and similarities between commercial

and noncommercial food service operations, steps required to implement a cost controlsystem. Importance and function of an operating budget as a planning and control tool

Unit 2

Menu control in QSR

Menu as the foundation for control in a food service operation control systems necessaryto monitor the purchasing, receiving, storing, issuing, production and service functions ina food service operation, stock control, auditing and budgeting Menu planning, and foodsafety,Managing delivery time is a key area of focus for a QSR Unit 3Cost & quality control in QSRInterpretation of cost control and financial data and corrective actions necessary tomanage an effective food service operation revenue control and theft prevention

procedures, labor cost control procedures.

Unit 4

Human resource management in QSRHuman resource management issues that are involved in operating a quick servicerestaurant. Identifying customer service and guest relations policies that must be in placefor the successful operation of a quick service restaurant.

Unit 5


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Marketing & franchising of QSR

Employees, public relations, Marketing & Franchising quick service restaurantsCollaborating with the right brands , local tastes and the conditions in the immediatemarket with international brands



Student Projects

Case Studies


References and texts

Quick Service Restaurants, Franchising, and Multi-Unit Chain Management by FrancisA Kwansa , H.G. Parsa

QUICKSERVICE RESTAURANT TRENDS by National RestaurantAssociation

Industry Transaction & Profile Annual Report: Quick Service Restaurants- 2011 Edition(Paperback) by By Bvr Staff

Quick Service That Sells!The Art of Profitable Hospitality forQuick-Service Restaurants by billRoberts Christopher downell

Now Thats Quick Service Sells! The Art of Managing The Sizzle or Quick-ServiceRestaurants by bill Roberts Christopher downell

Semester 3Course title : Spa & Salon Management

Unit 1

Introduction to spa

Philosophy of Spa, A History of Spa and Spa Cultures, Contemporary Spa, TrendAnalysis: Possibilities and Predictions, The Spa Service Experience, Traditions,Treatments, and Terms, Financial Organization of Spas, Spa Careers, Vacations, andProfessions, A Day in the Life of a Spa Director , Leadership and Ethics.

Unit 2


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Salon management an introduction personal management skill is the most importantaspect in running a salon. Managing the stylists and therapist to have the salon workingat maximum capacity. Salon Administration which is considered a negligible task isactually the backbone of all systems and processes which come together in the smoothfunctioning of a salon

Unit 3

Client care - Clients are the reason we are in business so handling them making themaware of services and offers. Giving them the right information about services andproducts, all these elements enhance a salons performance. A loyal client is the mostimportant factor in growth. Effective Communication: Answering the phone ProperGreeting How to use your headset, putting client on hold, taking effective messages,Telephone skills

Unit 4

Appointment procedure: Requires extensive knowledge of Hair and Skin services and

products. Booking stylist appointments, Taking Appointment for walk-in clients,Consultation for Chemical appointments, canceling appointments, handling the desk.checking out clients after services: Method of payments, cash, Credit cards, GiftVouchers Inventory Management: Making sure a daily stock check is done and all out ofstock products are replenished

Unit 5

Salon Etiquette and Grooming: As we are in the beauty business we have to make surethe managers look neat and presentable at all time as they are the first interface to theclient either through the phone or at the time they visit the salon Working with

Management: Following the Systems and Operations manual, help in evaluation of salonstaff, Achieve sales targets set by management, daily input to the management on clientfeedback.


Class discussion

Guest speakers

Student Projects

Case Studies


The spa handbook: a guide to enhancing physical, mental and spiritual well-being by

Maria Costantino (Author)

Understanding the Global Spa Industry: Spa Management [Paperback]Gerry Bodeker (Editor), Marc Cohen MBBS PhD (TCM) (Editor)


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Successful Salon Management, 5E [Paperback]Edward TezakSuccessful Salon & Spa Management by Edward J. Tezak, Terry FolawnSpa Business Strategies: A Plan for Success by Janet M. D'Angelo

Spa Management: An Introduction by Mary S WisnomUltimate Salon Management by hellen ward

Semester 4Course title: Customer Relationship Management

UNIT-ICRM Introduction Definition Need for CRM Complementary Layers of CRM

Customer Satisfaction Customer Loyalty Product Marketing DirectMarketing.

UNIT-IICustomer Learning Relationship Key Stages of CRM Forces Driving CRM

Benefits of CRM Growth of CRM Market in India Key Principles of CRM.

UNIT-IIICRM Program Groundwork for Effective use of CRM Information Requirementfor an Effective use of CRM Components of CRM Types of CRM.

UNIT-IVCRM Process Framework Governance Process Performance EvaluationProcess.

UNIT-VUse of Technology in CRM Call Center Process CRM Technology Tools Implementation Requirements Analysis Selection of CRM Package Reasonsand Failure of CRM.


Class discussion

Guest speakers

Student Projects


Text & Reference


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Customer relationship management, K.Balasubramaniyan, GIGO publication,2005.

. The essentials guide to knowledge management E-business and CRMapplication, Amrit tiwana, Pearson education, 2001.

. E-business Roadmap for success, Dr.Ravi Kalakota, Pearson education asia,2000.

. Business The Dell way, Rebecca saunders, India book distributors, 2000.

Semester 3Course title : Food and Beverage Retail Management

Unit IIntroduction to retailing

Reasons for studying retailing, economic significance & opportunities in retailing, typesof retailers food single store establishment, corporate retail chain, multi channel retailing,Benefits offered by electronic channel.

Unit 2Retail market strategyTarget market retail format, Building a sustainable competitive advantage, for growth

strategies, steps in strategic and retail planning process.

Unit 3

Retail locationsShopping centers, shopping malls, city or town locations, free standing sites, location

and retail strategy department stores, special apparel stores, category specialists, grocerystore, optical boutique. Site location factors affecting the demand for a region &attractiveness of a site.

Unit 4Supply chain management

Advantages through supply chain management, flow of information, logistics distributioncentre, quick response delivery systems, e-retailing, and outsourcing.

Unit 5Introduction to franchising Restaurant franchising:Pros & Cons Agreements & Legal Documents Financial aspects Relationship Int.

franchising concept Developments non traditional franchising. Store management


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Store layout, types & features, store designing merchandise presentation techniques,atmospherics, and customer service GAPS model for improving retail service quality

Text and references

Careers! Professional Development for Retailing and Apparel Merchandising - Text Only - 05 edition

by V. Ann Paulins and Julie L. Hillery

Concepts and Cases in Retail and Merchandise Management - 2nd edition

by Nancy Rabolt

Experiential Retailing: Concepts and Strategies That Sell - 07 editionby Youn-Kyung Kim

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