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Unit: ​1: Hospitality and Tourism Industry 


Learning Outcome: 1. I can understand the hospitality and tourism industry and the different types of travel.

1. I can define Tourism and Hospitality. 

2. I can outline the different types of tourism. 
Types of tourism: domestic tourism; outbound tourism; inbound tourism.

1. I can identify the reasons for the different types of travel.
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.

Learning Outcome: 2. I can understand different types of hospitality businesses.

3. I can list the different types of hospitality businesses in Malta.
Hospitality industry businesses: accommodation; restaurants; bars; pubs; night clubs; contract food service providers.  

4. I can distinguish between types of accommodation businesses. 
Accommodation businesses: hotels; bed and breakfast; motels; guest house; hostels.

5. I can identify the location, global span and size of two different hospitality businesses in Malta. 
Location: urban or rural.     
Global span: national or international.
Size: small or medium or large.    

2. I can discover the products, level and types of service of one hospitality business. 
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, functions.

Learning Outcome: 3. I can apply for and attend an interview within the hospitality and tourism industry.

6. I can recognise different job roles in the hospitality industry.
Job Roles e.g. restaurant manager, food and beverage server, bartender, chef de partie, pastry chef, housekeeping supervisor, room attendant, front office receptionist, concierge.               
7. I can state the important points to be included in a Curriculum Vitae. 
What to include: Contact details; work experience; education; languages; hobbies and skills.

3. I can demonstrate my abilities and skills in writing a Curriculum Vitae. 
Writing a curriculum vitae.

1. I can demonstrate ways of behaving in an interview. 
Modes of behaving in an interview: pre-interview preparation; tips on arriving and meeting the interviewer; do’s and don’ts during an interview.

Learning Outcome: 4. I can communicate effectively with different types of customers.

8. I can distinguish between verbal and non-verbal communication. 
Verbal e.g. greeting, asking questions, empathy, feedback, termination.
Non-verbal eg. facial expressions, eye contact, gestures, tone of voice, posture; written e.g. email, memos, log books, reports.  
4. I can indicate knowledge required regarding the place of work and its surrounding environment in order to communicate with other guests. 
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.

2. I can demonstrate effective communication in order to give the correct details about the place of work and surrounding environment. 

Learning Outcome: 5. I can provide good customer care to clients.

9. I can identify good personal care habits. 
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.

10. I can identify good body language practices when communicating with others. 
How the following gestures affect communication: eye contact; smile; posture; tone of voice (tone, pitch, pace); expression; gestures.

5. I can indicate how to deal with different customers including those requiring special assistance.                   
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.          

3. I can demonstrate good personal and customer care habits when dealing with clients. 
Acknowledging guests and how this should be done: types of acknowledgments and greetings used; greeting people with special statuses.
Formal ways of addressing people: getting someone’s attention; greeting someone.

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