Educators' Guide for Pedagogy and Assessment
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Unit: 1.
Hospitality
Learning Outcome: 1. I can understand the hospitality and tourism industry and the issues that have an impact on this sector.
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Types of tourism: domestic tourism; outbound tourism; inbound tourism.
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Types and reasons of travel:
Leisure travel e.g. day trips, short breaks, visiting friends and relatives, special events;
Business travel e.g. meeting, incentive, conference, events;
Specialist travel e.g. adventure, health, education, cultural heritage, dark tourism, voluntary work.
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Principles of sustainable tourism: meeting the needs of tourists; the needs of local communities; helping to generate future employment for local people; protecting the natural, historical and cultural environment for the future;
Benefits: environmental protection; reduced energy consumption; reduced waste; links with the local community; image; cost saving.
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Issues that have an impact on the development:
Economic e.g. collapse or introduction of airlines and tour operators, oil/fuel prices, fluctuating currency rates, recession;
Environmental e.g. climate change;
Political e.g. civil unrest, war, terrorism;
Social e.g. language, local food, level of hygiene, dress-code;
Technological e.g. airports self-service check-in and security, online booking, website.
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Learning Outcome: 2. I can understand different types of hospitality businesses and the importance of tourism to the Maltese economy
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Hospitality industry businesses: accommodation; restaurants; bars; pubs; night clubs; contract food service providers.
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Location: urban or rural;
Global span: national or international;
Size: small or medium or large;
Products e.g. food, drink, different types of accommodation;
Level and types of service e.g. star rating, prices, different types of restaurants, room service, conference, banqueting, functions.
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Industries:
Travel agents;
Banks;
Phone companies;
Suppliers e.g. food, drink, linen, cleaning material;
Transport e.g. sea, road, rail, air transport.
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Contribution and effects of tourism:
Direct and indirect employment;
Gross domestic product (GDP);
Economic multiplier effect.
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Learning Outcome: 3. I can apply for and attend an interview within the hospitality and tourism industry
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Job Roles e.g. restaurant manager, food and beverage server, bartender, chef de partie, pastry chef, housekeeping supervisor, room attendant, front office receptionist, concierge.
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Job skills:
Communication skills;
The importance of teamwork;
Problem-solving skills;
Personal attributes e.g. patience, diplomacy, honesty, initiative, tolerance, self-motivation.
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The documents used: writing a CV and cover letter;
Modes of behaving in an interview: pre-interview preparation; tips on arriving and meeting the interviewer; do’s and don’ts during an interview.
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Learning Outcome: 4. I can communicate effectively with different types of customers taking into consideration cultural differences.
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Basic principles:
Clear and concise message;
Message is relevant to audience;
Use of multiple channels: verbal e.g. greeting, asking questions, empathy, feedback, termination; non-verbal e.g. facial expressions, eye contact, gestures, tone of voice, posture; written e.g. email, memos, log books, reports.
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Communication cycle: sender; encoding; message; channels; receiver; decoding; feedback.
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Knowledge required:
The people employed and their job role;
Services offered by the business e.g. spa, taxi, conference room;
Services and amenities in the locality e.g. bank, bus stops, places of attraction;
The importance of knowing details e.g. know product, give advice, answer questions, suggest products, increase sales, checking availability, bookings, cancellations, payments, complaints
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Different cultural world habits in communication: eye contact; facial expressions; head movements; hand gestures; touch;
Greetings and goodbye rituals of different major countries e.g. USA, France, Japan, Russia, Italy, New Zealand, China.
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Learning Outcome: 5. I can provide good customer care to clients
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Benefits of customer care to the business: finance; reputation; repeat customers;
Benefits of customer care to the individual: motivated staff; increase job satisfaction.
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Internal customers e.g. colleagues, supervisors, staff:
External customers: e.g. agents, business people, families, non-English speaking, different ages, special needs;
Customers requiring special assistance: people with disability e.g. mobility, sight, hearing impaired; elderly; clients with young children; foreigners with foreign language; people with special diets.
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Appearance and good grooming: appearance; hair; hands; face; teeth; nails; uniform; accessories; shoes;
Maintaining personal hygiene: bath care; hand care; hair care; body odour; skin care; bad breath;
The impact of body language in communicating with others, including how the following gestures affect communication: eye contact; smile; posture; tone of voice (tone, pitch, pace); expression; gestures;
Acknowledging guests and how this should be done: types of acknowledgements and greetings used; greeting people with special statuses;
Formal ways of addressing people: getting someone’s attention; greeting someone.
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