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Hospitality

Overview

The programme engenders highly skilled and socially productive members of the hospitality community through a blended teaching and learning approach, focused on industry trends, best practices and innovation. In addition, the programme creates a foundation where learners can begin to meet their full potential, develop a positive self-image, and become critical thinkers through high operational standards and innovation. Successful participants of this programme will be able to function effectively in various basic entry positions within the hospitality industry. Such positions will include Room Attendants, Cooks, Bartender/ Cocktail Waitress/Waiter.

Objectives

To train learners with no prior learning; the skills needed for entry level positions in the food and beverage and accommodation sectors.

Food and Beverage Service I
Housekeeping I
Bar Operations

Introduction to Tourism Hospitality

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Tourism Definitions

This module is designed to expose the learner to the definitions of the core terms in tourism. Learners will also be able to identify the major components of the local tourism product.

Learning Outcomes:

Explain the differences between the tourism and the hospitality industry.
Describe the various tourism definitions, categories of tourists and niche markets.
Describe the St. Lucian Tourism Product.

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The Components of Tourism

In this module the learner will examine the categories, location and organization of the various components of the tourism industry. Each component will be examined in the context of the local and international tourism product.

Learning Outcomes:

List the components of tourism.
Explain the integration and connectivity of each of the components of the tourism industry.
Discuss the categories of each component.

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The Nature of Hospitality and Services

In this module the characteristic of service and its impacts on business operations will be examined.

Learning Outcomes:

Describe the characteristics of good service.
Discuss service and servitude.
Discuss the role of service culture.

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Careers in Hospitality and Tourism

In this module the various career paths in tourism will be examined. The characteristics for working in the industry will also be identified and discussed.

Learning Outcomes:

Identify the various careers in hospitality and tourism.
Discuss the characteristics of a tourism professional.

Sanitation Safety and Hygiene

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How Food Handling Practices Cause Foodborne Illness

This module provides learners with an understanding of the proper procedures used when handling food and beverage within the tourism and hospitality industry. Learners also get an understanding of the different microorganisms that can affect food and beverage preparation.

Learning Outcomes:

Discuss the concept of food safety as it relates to food handlers/employees/customers.
Explain the types of hazards involved in food preparation.
Assess the factors that influence the growth of microorganisms.

Illustrate conditions that are associated with hazards in handling food.
Explain the term “temperature danger zone” in food safety.
List the kinds of food borne illnesses that may result from unsafe food handling.

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How Personal Hygiene Affects Food Safety

This module helps learners show the relationship between personal hygiene and food safety. It gives learners an overview of the different illnesses associated with food and beverage preparation.

Learning Outcomes:

Discuss the link between personal hygiene and food safety.
Demonstrate the principles of personal hygiene appropriate to safe food handling.
Describe conditions and illnesses that must be reported to the employer or other authorities if the individual is a food handler.

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Sanitation Practices Relating to Purchasing, Receiving and Storage

This module helps learners understand the importance of safe food and beverage purchasing. Learners also gain skills in proper receiving and time and temperature procedures. This module also, offers learners the proper procedures used when storing food, beverages and chemicals within the tourism and hospitality industry.

Learning Outcomes:

Explain the characteristics of safe sources in the context of food safety.
Explain the meaning of storage in the context of food handling establishments and their supplier.
Describe the types of food storage and their distinguishing characteristics.

Identify safe-zone temperatures for raw and cooked foods.
Show how to store chemicals safely in relation to food components and food products.
Show how to store food handling equipment and utensils safely.
Discuss low cost, efficient storage strategies that are suited to the business operation.
Explain safe reheating, methods of thawing and freezing.

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Cleaning, Sanitizing and Waste Disposal Practices to Promote Food Safety

This module provides learners with an understanding of the proper procedures used when cleaning and sanitizing within any food service establishment. Learners also get an understanding of the three-compartment sink principle and its use. The module provides learners with information on techniques used in waste management, disposal, and vector control.

Learning Outcomes:

Differentiate between cleaning and sanitizing.
Identify the types of cleaning agents and sanitizers that may be used safely in a food handling operation.
Use cleaning agents and sanitizers safely in the food handling operation.

Store cleaning and sanitizing chemicals safely, and cleaned and sanitized items safely.
Describe the diseases that the vectors spread.
Identify the different types of refuse and their characteristics/properties.
Discuss the storage of refuse before collection including the final disposal sites.
Discuss suitable methods of solid and liquid waste disposal.

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Work Safety Issues

This module provides learners with an understanding of the local legislation which deals with work safety. Learners also get an understanding of the preventative measures to prevent accidents.

Learning Outcomes:

Describe the types of accidents that may occur and indicate the causes.
Discuss preventative measures.
Assess an accident prevention code.

Quality Customer Care

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Principles of Quality Customer Care

This module recognizes the fundamentals of quality customer service. It makes reference to perception and how it influences customer’s attitudes and decisions.

Learning Outcomes:

Explain the principles of Hospitality.
Explain the principles of quality customer service.
Discuss the differences between customer’s needs, wants, and desires.
Explain how attitudes and habits affect service.
Define perception.

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Knowing the Customer

This module focuses on the various types of customers and the way they should be cared for. Learners should also be able to understand the relationship between customer feedback and its role in shaping the quality of service.

Learning Outcomes:

Differentiate between the types of customers.
Explain the fundamental needs of customers.
Differentiate between a good service company vs. a mediocre service company.
Discuss the factors used to rate service quality.
Explain the implications of customers’ “Bill of Rights”.

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Attitudes and Habits and Their Effects on Service

This module outlines the attitudes and habits of both customers and employees. It will also address how these behaviors would impact/affect service.

Learning Outcomes:

Define an “attitude” and “habit”.
Differentiate between positive vs negative attitudes of the service provider.
Explain different behavioral patterns within the service provider.

Discuss the advantages of a good attitude.
Explain various types of body language.
Demonstrate the various types of body language.
Assess personality traits to support providing quality service.

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Customer Value

This module emphasizes customer value and explores various ways in which service providers can add value to the customer experience.

Learning Outcomes:

Define customer value.
Discuss how customer value can be enhanced.
Explain ways to deliver extraordinary customer responsiveness.
Discuss “The House of Service Quality”.
Discuss effective customer relations.

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Projecting A Professional Image

This module aims to recognize the importance of being a professional customer service representative in person, online and over the telephone.

Learning Outcomes:

Discuss the terms “professionalism” and being a “professional”.
Explain the guidelines to developing professionalism.
Explain Moeller’s Twelve Golden Rules for performance and professionalism .
Explain various factors that contribute to telephone etiquette.
Explain various factors that contribute to telephone etiquette.

Food and Beverage Service I

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Introduction to Food and Beverage Service Operations

Learners will be exposed to fundamental operational controls for food and beverage service.

Learning Outcomes:

Outline the different types of food service organizations.
Describe staffing structures for various establishments.
Discuss the qualities of good food service staff and their responsibilities to the customer, management and fellow workers.

Describe the importance of teamwork.
Describe the duties to be carried out by the restaurant staff.
Compile a job roster.
Explain the importance of courtesy, tact, patience and good humour in the working situation.
Describe the inter-relationship of the food and beverage department with other departments within the establishment.

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Equipment

In this module learners will be able to identify and use the appropriate equipment for food and beverage service.

Learning Outcomes:

Identify large and small equipment in the food service and ancillary service areas.
Describe the function and care of hand tools and equipment.
Explain the safety measures that should be taken when using equipment in the food service area.
Describe appropriate cleaning procedures for all equipment.

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Service Procedures

In this module learners will learn the procedures and steps for proper dining room service.

Learning Outcomes:

Describe the service procedure.
Interpret the daily menus.
Demonstrate a variety of methods of serving rolls.

Demonstrate methods of preparing water for service.
Outline how to take a customer’s order correctly and discuss reasons why orders should be written clearly.
Demonstrate clearing techniques of crockery, cutlery and flatware.
Demonstrate a variety of techniques of serving desserts.
Demonstrate the methods of serving tea and coffee.
Demonstrate the methods of presenting the bill.

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Types of Service

In this module learners will learn the various types of service for food and beverage service.

Learning Outcomes:

Describe the types and styles of food service offered by a variety of establishments.
Demonstrate the types of service:
- English Service
- Buffet Service
- American Service
- Russian Service
- French Service

Housekeeping I

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Introduction to Accomodations

In this module learners will have a general understanding of hotel types, classifications, and the organizational structures in the accommodation sector.

Learning Outcomes:

Describe different types of hotels accommodation.
Describe the various types of services available in hotels.
Describe methods of classifying accommodation.
Describe vacation facility concepts.
Explain a standard organizational charts.

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Hotel and Rooms Division

This module is designed to aid learners understand important terminology in the Rooms Division such as “front” and “back of the house”. Learners will also get insight on the specific departments which fall under “front of the house” and “back of the house”.

Learning Outcomes:

Explain the terms “back” and “front of the house”.
Describe work routines and shifts in the Rooms Division.
Describe the departments in the “front of the house”.

Describe the departments in the “back of the house”.
Describe the types of centres.
Identify the role that housekeeping plays in the overall operations of an establishment.

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Cleaning, Chemicals and Equipment

This module is designed to aid learners understand various the various types of cleaning chemical and products and the use of such products. They will also identify of various types of equipment used in cleaning.

Learning Outcomes:

Identify and describe different types of chemicals.
Demonstrate the use of different types of chemicals.
Describe the selection and use of different types of cleaning chemicals used in different surfaces and areas.

Demonstrate the effectiveness of each chemical in the cleaning process.
Identify the various equipment used in the cleaning of an area.
Demonstrate the accurate use of the equipment.

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Hotel Cleaning

This module is designed to aid learners understand the cleaning procedures for guest rooms and general areas. Learners also understand the importance of cleaning in the hotel.

Learning Outcomes:

List the procedures in cleaning.
Demonstrate the procedures for cleaning rooms.
Demonstrate the procedures for cleaning public areas.
Explain the importance of cleaning in a hotel.

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Linen Room and Laundry

This module is designed to aid learners understand the structure and operations in a laundry and linen room. The learner will also demonstrate various techniques in laundering.

Learning Outcomes:

Describe the layout, function and the location of the linen room.
Identify types of linen, use and care.
Describe the linen cycle (Linen exchange, inventory control, taking linen out of circulation).

Describe the benefits and disadvantages of using On-site vs. Commercial laundry facilities.
Describe the process of laundering.
Demonstrate the removal of a variety of stain.
Describe the process of handling guest laundry.
Demonstrate the laundering process.
Describe the dry-cleaning process.

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Room Maintenance and Sustainable Practices

This module is designed to aid learners understand the procedures of room maintenance.

Learning Outcomes:

Describe how to change a light bulb.
Demonstrate how to unblock:
- Sinks
- Washbasins
- Toilets
Describe the use of electricity breakers.
Describe the advantages of implementing cost effective environmental practices.
Identify issues in room that require maintenance.

Bar Operations

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Introduction to Bar Operations and Equipment

Learners will be exposed to fundamental operational controls for bar service and the equipment necessary to successfully complete bar beverage service. Licensing regulations for bar service will also be examined.

Learning Outcomes:

Explain the general operations of a bar.
Explain the duties of the staff working at a bar.
Describe all equipment and tools used at a bar.

Describe all glassware used at a bar.
Care for the glassware.
Describe the different types of alcoholic beverages.
Examine the licensing regulations governing the operations of a bar.

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Bar Inventory, Storage and Cleaning

In this module learners will learn to properly stock, store and clean goods and equipment for successful bar service.

Learning Outcomes:

Explain the value of sanitation and hygiene at a bar.
Demonstrate bar sanitation and hygiene while operating a bar.
Explain the various bar inventory and control procedures.
Explain what is meant by “rotation” of stock.
Describe proper storage of beers, wines and spirits.

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Bar Service

Learners will develop the skills to set and operate a bar for traditional service.

Learning Outcomes:

Demonstrate how to set up and operate a bar for service.
Demonstrate how to carry a tray with or without drinks.
Discuss methods of placing orders on a tray.

Describe the methods of presenting a bottle to the customer (host).
Demonstrate pouring without dripping.
Discuss the importance of timing in relation to beverage service.
Explain how to develop and present a bill to the customer

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Beers

In this module learners will explore the history, production, sale and service of beer and other cereal malt fermented beverages. The differentiation of imported versus domestic products will also be examined.

Learning Outcomes:

Explain the origin and manufacturing process of beers and sprits.
Identify local and imported beer.
Demonstrate the ability to pour beer.
Define the term “draught beer”.
Demonstrate the able to draw beer.

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Wines

In this module learners will explore the history, production, sale and service of wine. The differentiation of imported versus domestically produced wines will also be examined.

Learning Outcomes:

Explain the history of wines.
Describe the classification of grapes.
Explain the wine making process.
Describe the classification of wines.
Describe the language of wines.
Pair wine with food.

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Spirits

In this module learners will explore the history, production, sale and service of distilled spirit beverages and non-alcoholic beverages.

Learning Outcomes:

Identify spices, grenadine condiments.
Identify flavours of mixes in non-alcoholic drinks.
Prepare beverages making using a range of ingredients.

Describe the terms “stir, shake, build and blend”.
Prepare drinks using the stir, shake, build, and blend methods.
Define the term “highball”.
Mix a number of “highballs”
Define the origins of cocktails.
Mix a variety of cocktails