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.

Types of tourism: domestic tourism; outbound tourism; inbound tourism.


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.


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.


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.

Learning Outcome: 2. I can understand different types of hospitality businesses and the importance of tourism to the Maltese economy

Hospitality industry businesses: accommodation; restaurants; bars; pubs; night clubs; contract food service providers.


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.


Industries:
Travel agents;
Banks;
Phone companies;
Suppliers e.g. food, drink, linen, cleaning material;
Transport e.g. sea, road, rail, air transport.


Contribution and effects of tourism:
Direct and indirect employment;
Gross domestic product (GDP);
Economic multiplier effect.

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


Job skills:
Communication skills;
The importance of teamwork;
Problem-solving skills;
Personal attributes e.g. patience, diplomacy, honesty, initiative, tolerance, self-motivation.


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.

Learning Outcome: 4. I can communicate effectively with different types of customers taking into consideration cultural differences.

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.


Communication cycle: sender; encoding; message; channels; receiver; decoding; feedback.


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


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.

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

Benefits of customer care to the business: finance; reputation; repeat customers;
Benefits of customer care to the individual: motivated staff; increase job satisfaction.


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.


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.
