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Educators' Guide for Pedagogy and Assessment

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Unit: 1. 


Learning Outcome: 1. I can understand the hospitality and tourism industry and the issues that have an impact on this sector.

1 I can define Tourism, Hospitality and the different types of tourism. 
Types of tourism: domestic tourism; outbound tourism; inbound tourism.
2 I can describe 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.

3 I can list the principles of sustainable tourism and its benefits to society. 
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.

4 I can describe the issues that have an impact on the development of the tourism sector.
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

5 I can outline the different types of hospitality businesses in Malta. 
Hospitality industry businesses: accommodation; restaurants; bars; pubs; night clubs; contract food service providers.   
1 I can compare two different hospitality businesses in Malta in relation to their location, global span, size, products and services available to customers. 
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.

6 I can state how different hospitality businesses are supported by other industries. 
Travel agents; 
Phone companies; 
Suppliers e.g. food, drink, linen, cleaning material; 
Transport e.g. sea, road, rail, air transport. 
2 I can discuss the contribution and effects of tourism to the Maltese economy. 
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

7 I can outline 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.  
3 I can explain the job skills required to work effectively with customers and colleagues. 
Job skills:
Communication skills;
The importance of teamwork;
Problem-solving skills;
Personal attributes e.g. patience, diplomacy, honesty, initiative, tolerance, self-motivation.  

1 I can demonstrate ways of behaving in an interview including relevant documentation. 
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.

8 I can outline the basic principles of effective communication. 
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.   
9 I can explain how the communication cycle works. 
Communication cycle: sender; encoding; message; channels; receiver; decoding; feedback.
4 I can explain knowledge required regarding the place of work, its surrounding environment and why these are important. 
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

2 I can demonstrate effective communication, taking into consideration cultural differences, in order to give the correct details about your place of work and surrounding environment.
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

10 I can list the benefits of good customer care to the business and to the individual. 
Benefits of customer care to the business: finance; reputation; repeat customers;
Benefits of customer care to the individual: motivated staff; increase job satisfaction.      
 CREATIVE LEARNING                                  
5 I can explain ways of dealing with different customers including those requiring special assistance.
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.      
3 I can demonstrate good personal and customer care habits when dealing with clients. 
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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