|1. Identify and solve problems in which responses display that responsible decisions using critical and creative thinking have been made.
2. Work effectively with others as a member of a team, group, organisation and community.
3. Organise and manage oneself and one's activities responsibly and effectively.
4. Collect, analyse, organise and critically evaluate information.
5. Demonstrate an understanding of the world as a set of related systems by recognising that the problem solving context does not exist in isolation.
6. Reflect on and explore a variety of strategies to learn more effectively.
7. Explore business and career opportunities.
8. Develop entrepreneurial opportunities.
9. Communicate effectively using visual, mathematical and language skills in the modes of oral and/or written persuasion.
10. Demonstrate effective and responsible decision making.
11. Stimulate and develop thinking patterns involving creativity.
12. Interpret information received via the media and other sources.
13. Remain receptive and responsive to current trends and developments.
14. Use technology effectively and responsibly.
15. Conduct research independently.
Hospitality Studies (Credits 30)
Introduction to the Hospitality Industry
Explain the potential impact of tourism on the creation of jobs and the general economy, and its impact on the hotel industry specifically.
Explain the structure of the South African tourism industry and how the hotel industry fits into that structure.
Show understanding of the various types of accommodation establishments and explain the different types of products and services offered by different operations.
Give an overview of the hospitality industry as a career choice and explain the various common departmental and staffing structures.
Give a brief overview of each of the major departments within a hotel and of the restaurant and catering industry.
Give a brief summary of the history of the hotel industry in Europe and the development of the industry internationally.
Give an overview of the historical development of the South African hotel industry.
Give an overview of the various governing bodies, associations and unions that influence the hotel industry, among others FEDHASA, the Tourism Business Council, the HITB, Satour, The Department of Environment and Tourism, the Association of Independent Hotels.
Give an explanation of the minimum hygiene requirements of the hotel, restaurant and catering industry.
Explain the basic safety and security requirements of the hotel, restaurant and catering industry.
Display cultural awareness in your dealings with customers and fellow employees.
Communications and Guest Relations (Credits 34)
Discuss the importance of providing exceptional service.
Discuss how to provide high-quality service.
Discuss how guests evaluate service.
Discuss the importance of good grooming, body language and a positive attitude.
Deal with complaints.
Deal with angry guests.
Explain what an internal customer is and recognise the role of the internal customer.
Explain the important aspects of communication.
Discuss the difference between verbal and non-verbal communication.
Discuss the main barriers to communication and methods of overcoming these.
Discuss the role of the sender and the receiver in the communication process.
Explain the role of the medium and language used in communication.
Describe how poor communication can affect guest service.
Describe the impact and forms of non-verbal communication.
Explain the difference between positive and negative body language.
Improve your own body language.
Describe the role of listening in the communication process.
Explain the important factors and barriers influencing listening skills.
Take steps to improve your own listening skills.
State why listening is an important aspect of quest service.
Explain the need for being able to ask questions effectively.
Be able to formulate open and closed/direct and indirect questions.
Improve your skills in asking questions.
Summarise the role of the telephone in the hospitality environment.
Explain the importance of speech and voice quality.
Explain the significance of listening skills in telephone communication.
Know how to take messages.
Front of House I (Credits 23)
Demonstrate an understanding of the historical beginnings and development of the lodging industry
Appreciate the term 'target market' and list target markets of the accommodation industry
Know the different types of lodging establishments
Describe the different ways hotels can be classified, using examples
List the characteristics of an accommodation establishment
Know the different types of hotel ownership
Compare the three main types of service that exist in hotels
Describe the departments of the rooms division and appreciate the interaction of the front office has with these departments
Discuss basic front office organisation
Recognise functional areas and positions in the front office
List the types of front office equipment and recognise which are used in automated and non-automated hotels
Explain the activities that occur at each phase
Describe the sales function of a front desk and reservations agent at a hotel
Determine the types of reservations that can be made and the consequences attached to each
Describe the following terms:
Perishability of a room
Cancellation of a reservation
Describe reservation processes and recognise possible areas of misunderstanding between the hotel and the quest
List the different methods of recording reservations
Outline the treatment of group bookings
Define pre-registration activities and evaluate their importance
Discuss the importance of completing the registration card
Provide guidelines for group registration
Discuss the relevance of establishing a method of payment at registration
Outline the process for walking a guest
Identify the pre-arrival and arrival phases of the guest cycle and comment on
Distinguish between the different types of keys and how they should be controlled
Know how to advise a guest on VAT refund procedures when they leave South Africa
Talk about some of the duties you will carry out for hotel guests
Discuss the duties you have to carry out for your colleagues and supervisors during these phases
Discuss how important a good telephone manner is and how you would handle incoming and outgoing calls
Discuss the difference between call accounting systems in non-automated systems and fully automated systems
Talk about the various room status terms
Discuss how important it is to update the status of the rooms and which departments may be involved
Discuss how important it is to:
Prepare a positive image as a front office agent
Keep front office tidy and organised at all times
Discuss the steps to follow to safely store guests' property which could include
Safety deposit boxes
Lost and found property
Discuss how you would deal with complaints form guests
Discuss what steps to follow when you check guests out
Tell the difference between UK and US English front office terms
Understand and be able to advise a visitor to your hotel on the VAT refund procedures upon their departure from South Africa
Work a manual system of accounting and apply the principles to the computerised system in a hotel
Sketch the flow of information relating to the accounting process
Concentrating on the account records and collections of the rooms division
Explain the following terms and how they fit into the Front Office:
Non-room department sales
Produce a folio for a guest based on a fictitious example
Calculate and concert Rands to foreign currency and foreign currency to Rands
Be aware of the documentation that the guests are given by the front desk agent when exchanging foreign currency
Understand the importance of control in the front office department
Explain how cash, expenses and sales are controlled in the front office
Explain how each of these control systems operate
Describe the security issues a hotel needs to consider
Explain the kind of security function the front desk agent performs while on duty at the front desk
Describe the procedures for handling
An armed robbery
Safe keeping of weapons
Other emergency procedures
A situation where a dead person is found in a hotel bedroom
Provide guidelines for controlling the entry to the hotel of:
Visitors of guests and staff members
Appreciate the effect VIP's or presidential parties have on your hotel and describe a typical VIP procedure
Explain the organisation of the housekeeping department of the hotel
Describe the duties and responsibilities of the housekeeping employees
Understand how the housekeeping department needs to co-operate with the various departments of the hotel
Explain the personal attributes and hygiene requirements of a housekeeping staff member
Explain the various procedures that are used for cleaning in the housekeeping department
Explain the daily work procedures carried out by the supervisor in the housekeeping department
List and explain the various types of equipment and cleaning materials used in the housekeeping department and their uses
Explain the considerations that housekeeping made with regards to safety and security
List the procedures that are used when a fire breads out in the hotel
Explain how room status is recorded in the housekeeping department and the room status acronyms used (added)
Understand and be able to explain the importance of daily planning, costing and controlling in the housekeeping operation
List and explain the various types of equipment and cleaning materials used in the housekeeping department and their uses
Understand the advantages and disadvantages of contract cleaning
To plan/design a linen room from the information gained in the unit
Explain the procedures that are used with clean and dirty linen in the linen room
Explain the uniform handling procedures
Know how to control inventory of the various items found in the housekeeping department
Understand the considerations made when choosing furniture, fabrics, fixtures, fittings and linen for the housekeeping department
Explain the different types of pests that can be found in the housekeeping department
Explain the ways in which pest control is implemented in the housekeeping department
Explain the considerations that housekeeping made with regards to safety and security
List the procedures that are used when a fire breads out in the hotel
Describe how the maintenance reporting system works in the hotel
Explain why communication is vital in the housekeeping department and list the various ways in which the housekeeper can improve communication with the employees of the department
Describe a strategy the housekeeper could use to motivate the employees of housekeeping
List and describe the essential information that should be given to staff in relation to their job, when recruited into the housekeeping department
List and explain the purpose of the various records kept by the housekeeper
Hygiene (Credits 23)
Explain the necessity for hygienic food practices in the kitchen.
Explain the need for maintaining a professional and hygienic appearance in the kitchen.
Detail the types of pathogenic bacteria and explain how they can be transmitted in the kitchen.
Detail the symptoms of food poisoning.
Control the growth of bacteria through temperature control.
Explain the principles of washing up.
Discuss the prevention and control of pest infestations in kitchens.
Purchasing, Control and Costing
Explain the functions of the purchasing department.
Discuss the 'ten commandments' of purchasing.
Explain the sources of purchasing and the methods hotel and catering establishments use to buy.
Discuss and demonstrate the procedures used in the purchasing process
List the reasons for making a product (or service) rather than buying it.
List the reasons for buying a product (or service) rather than making it.
Discuss the importance of storekeeping and the functions of the staff in the stores.
Explain the layout of the stores and receiving area for effective work-flow and security.
Discuss and demonstrate the procedures used in storekeeping.
Explain the control procedures used when receiving goods.
Discuss and demonstrate the procedures for issuing food and beverage items from the stores.
Catering Theory 1
Explain the different needs that customers have when they use the different types of catering establishments.
Discuss generally the dietary laws of the different religions and one in detail (from your research).
Explain the responsibilities of each of the parties in the kitchen, which will enable you to assess the organisation of your catering establishment, or the one that you will work in one day.
Describe the flow of work in a kitchen from storage to the completion of service and identify the food production system used in the establishment that you work for.
Explain the factors that are considered when planning kitchens as well as the effective use and lay-out of equipment to allow for efficient workflow.
Be aware of the different commodities available for the preparation of food and be able to discuss the cuts of meat or poultry that could be used in the various cooking methods.
Describe the considerations given to nutrition when planning menus.
Explain which five food groups make up a balanced diet.
Identify which foods are contained in each food group.
Discuss the considerations when planning menus, that is, the customer and the establishment, and be able to apply the considerations to the establishment that you work in.
Explain the difference between an a la carte menu and a table d'hote menu.
Describe the different meals and what dishes they might have.
List the dishes in order for a full menu.
Describe the eleven cooking methods discussed in this study unit and describe one type of food that might be prepared using each method.
Identify the safety requirements that a chef should observe when frying.
Describe the eight main sauces and give one example of a derivative sauce and what it contains.
Describe the different types of soups and discuss the differences between them.
Describe the different tastes that people have for grilled steak and be able to identify what the steak should look like when cooked.
Describe one beef, pork and lamb cut that would be used for the various cooking methods.
Explain the different types of poultry that are serve and on type of cooking method used for each.
Describe the five main preparation techniques for eggs.
Explain what farinaceous dishes are and name and describe four farinaceous dishes.
List the different raising agents used in baking, and explain how these cause the food to rise.
Describe the four main cake making methods.
Describe how bread is make using yeast as a raising agent.
Describe the different types of pastry that are made and their characteristics.
Explain the term 'garnish' and identify the garnish used by giving the names of three dishes.
Food and Beverage Control
Explain why a food and beverage control system is necessary.
Describe the factors that affect the controls in system.
Discuss the principles of a control system.
Recognise the stages in the system where financial losses can occur.
Describe the precautions you need to take at each of these stages to prevent losses.
Understand the calculation of food cost and food cost percentages, and beverage cost and beverage cost percentages.
Understand the need for standards for food costing.
Describe how sales histories are used in planning and how to forecast sales.
Understand proportional costing.
Know how to present month-end costing and how to explain deviations from the original standards.
Food and Beverage Studies (Credits 23)
List the requirements for and expectations of a professional food service provider
Explain the scope of the job of the professional waiter
Discuss the need for hygienic work practices in the food service areas
Explain the personal attributes of good food service personnel
Discuss the historical influences on the modern restaurant and food service industry
Explain the variety and style of food service outlets in hotels
Discuss the similarities and differences between food service styles in the hotel industry and food service styles in independent restaurants
Discuss the classification of various types of restaurants and food service outlets
Give an explanation of the various styles and types of service and where and when these styles are likely to be used
Explain how and under what circumstances the various styles can be combined
Give the advantages and disadvantages of the various styles of service
List the skills required for each style of service
Give a summary of the history of the menu and the relevance of that history to modern menu structure
Describe each of the courses in the classical menu structure
Describe each of the courses in the modern menu structure
Describe four off-menu courses
List at least twenty dishes and their traditional accompaniments
List the standard procedures required for the preparation of a food service operation prior to service
Describe the standard table lay-up for table d'hote and a la carte menus and give an overview of the implications for modern day service
Describe the standard procedures for the greeting and seating of Guests on arrival in a restaurant
Describe the standard procedures for the taking or orders and selling of menu items to the Guest
Describe the standard procedures for the serving of food and the maintenance of service contact throughout the meal
Describe the standard procedures for the clearing of tables during the meal times
Describe the standard billing and payment procedures at the end of the meal
Describe the procedures for clearing and closing down the restaurant operation after service
Describe the Procedures for Setting up and Counter and a Fast Food Service
Identify standard table cutlery commonly used for table lay-up for both a la carte and table d'hote menus
Identify some of the less common cutlery used for serving speciality dishes
Identify crockery and flatware used for both service and table lay-up
Identify different types of pots and utensils used when you serve hot beverages
Identify the trolleys used in Gueridon service
Identify glassware used for serving wine and other alcoholic and non-alcoholic beverages
Outline the steps in caring for and cleaning of glassware
Explain the process involved in producing red and white wines
Explain the difference between natural and fortified wine
Explain the difference between dry, off-dry, semi-sweet and sweet wines
Give a brief description of the various categories of natural and fortified wines and know the different production processes
Give a brief historical overview of the development of wine in South Africa
Give an explanation of the 'wine of origin' seals used to control the use of the 'wine of origin', 'cultivar', and 'vintage' terms in wine labelling
List the most important cultivars used to produce wine in South African wine and liquor
List the main steps involved in serving wine
Explain how you brew beer in simple terms
List the important steps for handling and storing beer
List the main steps involved in serving beer
Liqueurs and spirits
Give a description of the various types of spirits available
Explain what a liqueur is and list some of the most important ones
List the main steps involved in serving liqueurs and spirits
Hospitality Management 1 (Credits 32)
Guest Relations Management
Explain the role of management in developing a customer-driven culture within organisations
List the barriers to developing a culture of good guest service
Explain the importance of interdepartmental communication and teamwork in providing good guest service
Explain the importance of setting standards in providing guest service
Explain the importance of providing the infrastructure and systems within which guest service is to be delivered
Explain the importance of measuring guest service and guest satisfaction
Explain the importance of monitoring the process of guest service to ensure that standards and systems remain relevant and up to date
Supervision and Training
Identify the main tasks of supervisors
Understand the needs for effective planning and decision making
Understand how to use schedules for effective planning
Describe the supervisor's responsibilities in the organising process
Describe how to develop performance standards
Compile a job description
Describe the reasons why supervisors should be effective leaders
Develop a motivational strategy for your staff
Describe how to monitor performance and control performance
Recognise the importance of a planned general and departmental induction
Plan an on-the-job training session for a specific task
Explain the requirements for a successful training session
Identify the labour legislation that is likely to affects your work environment, and be able to discuss the impact of these
Explain the disciplinary process including substantive and procedural fairness
Describe how grievances are handled in organisations
Maintenance and Security (Credits 20)
Explain the difference between Safety and Security
Summarize the main functions of a hotel security officer
Evaluate the important characteristics of various hotel security personnel
Analyse the various security risks that may be faced in a hotel or accommodation establishment
Explain the role of the Security Officer in the following areas:
Security of Property and Goods
Security of Guest and Staff
Fire Prevention, Occupational Health and Safety
Legal aspects of Security
Loss Control and Risk Management
State the main Statutory provisions that will affect a security operation
Explain the meaning of Loss control
List the objectives of the maintenance department of a hotel
Explain the organisation of the maintenance department and the jobs associated with the department
Discuss the safety measures that the maintenance manager must consider with regards the staff of his or her department
Explain the two main types of maintenance in hotels
Identify and briefly discuss the types of wall coverings used in hotels, and the considerations made when choosing wall coverings
Identify three types of floor coverings, and discuss their characteristics and the area where they should be used
Explain how carpets should be maintained
Describe the options a hotel manager should consider when th or she chooses furniture and machinery and plant equipment
Explain how the main water supply of the hotel works and the material that is used in its structure
Discuss the local and central hot water systems, and give one example of each.
Describe the main characteristics of sanitary ware used in hotels (sinks, toilets, wash hand basins, baths and urinals).
Explain the purpose and functioning of grease traps
Calculate the costs of various fuels
List the advantages and disadvantages of gas and electrical appliances
Describe how the extract system and the air-conditioning system of ventilation work
List six safety precautions for using electrical appliances
Describe the flow of electricity from the mains to different areas in the hotel
Prepare a flow chart of how a maintenance reporting system works, and list the objectives of the reporting system
Discuss fire prevention, the various types of fire-fighting equipment
Discuss what to do in the event of an outbreak of fire in a hotel
List and explain the different classes of fires and the methods that are used to extinguish these fires
Identify three types of pests found in hotel buildings that the maintenance manager should be concerned with, and discuss their prevention and elimination
Describe the major tasks of the maintenance manager with regard to planning, organising, leading and control
Define the term 'emergency maintenance' and explain how the emergency maintenance is handled in the hotel
Define the term 'preventative maintenance'
Describe the major components of a preventative maintenance system
Describe the way in which each of the preventative maintenance components are used to achieve the department's goal
Explain how the hotel bedrooms are maintained through a preventative maintenance system
Explain how you would implement a preventative maintenance system in the hotel
Describe how the maintenance reporting system works in the hotel
Describe the maintenance budget and how this assists the manager in controlling the financial resources of the department
Describe two ways in which maintenance costs can be allocated to departments in the hotel
Describe how the maintenance manager could control the stock in his or her department
List 15 environmental considerations that the maintenance manager should observe
Describe the major staffing functions of the maintenance manager (namely, defining tasks, job specifications, interviewing and selection, employee motivation and training)
Front Office Management (Credits 20)
Front Office Management
Describe the role of the front office manager
List the components of the service package, giving front office examples
Explain how you would go about implementing a guest relations management system in the front office department
Describe, using a case study, how you would train your staff to handle complaints that the front office might receive
Manage hotel reservations systems
Explain the term 'yield management' and be able to use a working example to demonstrate understanding of the topic
Maintain a guest history system and understand how this system contributes to positive customer relations for the hotel
Explain the process of room allocation
Describe the two main ways in which prices (tariffs or rates) are set in hotels
Calculate a simple, cost-based pricing structure, using a given example
Explain the difference between seasonal rates, weekender rates, bed and breakfast rates, exclusive rates and inclusive rates
Explain the ways in which hotels can increase their rooms' turnover (revenue)
Calculate a simple overbooking exercise for a hotel
Describe the direct and indirect methods that the hotel uses to make customers aware of the rooms division product (rooms)
Define the control process in the rooms division department
Briefly describe the control of accounting processes in the front office
Define and explain the term 'night audit'
Calculate: room occupancy, accumulating room occupancy, bed occupancy, and accumulative room occupancy percentages; average room rate, and average guest rate
Prepare a five-day forecast using a provided example
Describe the basic principles and practices of management
Explain how teamwork contributes to a stable and motivated workforce
Explain how the budget is used to control resources in the department
List steps you could take in your role as front office manager to safeguard the health and safety of guests and staff
Food and Beverage Studies (Credits 20)
Explain the role of the restaurant operation within the hotel environment
Explain the difference between the hotel restaurant operation and an independent restaurant operation
Give a detailed description of the different types and styles of restaurant operation
Describe the various possible table set-ups and explain the space requirements involved
Explain the important elements of menu planning for various types of restaurant operations
Explain the various factors that will influence the staffing structure of a restaurant operation
Explain the important elements of restaurant staff management and control
Explain the important elements of seating and service
Give a summary of the contents of a procedure and training manual
Explain the role of the banqueting department within the hotel environment
Explain the difference between the hotel banqueting operation and an independent conference centre
Illustrate the staffing structure of a banqueting operation
Describe the functions of each member of staff in a banqueting operation
Describe the different types of functions that may be handled by a function venue
Describe the various possible table set-ups and explain the space requirements involved
Use a function booking sheet to take down the details of a function booking
Draw up a function booking and confirmation procedure
Explain the important elements of menu planning for various types of functions
Explain the protocol that should be followed at wedding receptions, formal banquets and important official functions, and the order of service that may be followed
Explain what additional factors should be taken into account for outside functions
Describe the important factors in staffing a beverage operation
Explain the important elements of liquor stock control
Set up a simple requisition, issuing and bar stock system
Explain the implications of computerised control systems
Describe how to make at least fifteen of the best known and commonly ordered cocktails
Explain the service and mixing of various types of spirits
Describe at least fifteen of the most important and commonly used liqueurs
Explain which glasses are normally used for the service of the various types of liquor, cocktails, fruit juices and minerals
Catering Theory II (Credits 20)
Kitchen Organisation and Planning
Explain the structure of the kitchen, how it evolves in large and small kitchens and the tasks associated with the different positions in the kitchen
Discuss the flow of work in the kitchen
List and explain the different types of production systems that are used in hotel kitchens
List six types of large equipment and six types of small equipment (ancillary) used in the kitchen and explain its use
Discuss the main areas contained in a kitchen for example, pastry, production, still room, and be able to describe the ideal lay out for these areas
Discuss the layout of a kitchen taking into consideration, menus, production methods, workflow, areas of production, equipment, flooring, lighting, ventilation and equipment and be able to use this information to plan a small kitchen for a hotel
Explain the fundamental structure and functioning of the components of food
Discuss the nutritional value of food products
Be able to apply good nutritional principles to menu planning
Understand how food psychology plays an important part in determining nutritional menus
Demonstrate an understanding of the commodities that are available to you in the preparation of food
Identify the types of commodities used in different dishes on a menu
Apply the knowledge gained in the study unit of menu planning where you will be required to plan menus with consideration to texture, colour, aroma, appearance and taste
Know the origins of the various commodities
Explain the different menu types associated with the different styles of service
Explain the order of dishes for lunch and dinner
Detail the considerations given to planning menus
Be able to plan and write a simple menu in proper sequence
Discuss the impact of a good menu design as a sales tool
Complete a recipe card and calculate the cost of a recipe and a portion
Calculate the selling price of a portion
Evaluate the hygiene and safety aspects of a food preparation environment and understand why you should apply correct practices
Understand the guidelines of basic cooking methods so that you can manage cooking systems
Evaluate the suitability of a menu for different service environments
Evaluate the quality of food and establish where errors have been made
Advise staff on how to correct problems with the flavour, texture, aroma, consistency and presentation of food
Hotel Accounting I (Credits 28)
Describe four main business structures
Explain why financial information is important for the various people and departments who use it
Discuss the hotel's specific procedures when it comes to the night audit
Be able to identify the differences between profit and service centres within the hotel and give examples
Identify the three main objectives of the accounting role within the hotel
Explain the front office accounting system
Identify the controls that are used in the accounting cycle
List the main objectives of accountancy
Describe the basic accountancy concepts
Explain what the following mean:
a. The double-entry system
b. An account the accounting equation
c. Source documents (and be able to give examples)
g. Expense, and
h. Owner's equity
Explain the differences (with examples) of income and expenditure
Explain the use of basic T-accounts
Explain the uses of journals (such as the cash receipts and cash payments, journals, purchases journal, sales journal, purchases returns and sales returns journal)
Post to the general ledger
Enter a journal entry into the general ledger
Know how to enter entries to journals accurately and correctly
Know how to accurately check transaction documents and account balances to ensure that they are matching
Prepare a trial balance
Determine the importance of the trial balance within the accounting cycle
If given a set of financial transactions, be able to identify the correct account categories
Hotel Law (Credits 15)
Explain the legislation pertaining to the granting of liquor licences, particularly in the hotel industry
Discuss the liquor legislation that affects the hotelier
Know and understand the terms used in the legislation, for example, statutory law, common law, the HITB, the CCMA, temporary licences, and so on
Describe the obligations of the hotel manager with respect to liquor legislation
Explain how the law of contract affects the hotelier, particularly in respect to reservations, deposits, guest absences, loss of guest property, injury to guests and ejectment of guests
Describe the hotelier's rights when a guest leaves the hotel without paying his or her outstanding accounts
Describe the major areas covered in labour legislation, namely, the Labour Relations Act, The Basic Conditions of Employment Act, The Wage Determination Act, and The Bargaining Councils Act
List the records that the hotelier needs to keep in relation to staff salaries and employment
Describe the financial returns the hotelier needs to make, as contained in legislation
Describe the considerations the hotelier must take when dismissing staff
Be aware of the types of inspections that may take place by statutory bodies and local government authorities
Introduction to Computers (Credits 10)
Demonstrate the ability to:
a. Identify the need for you to be computer literate and the limitations placed on you if you are not computer literate
b. Identify various career paths available to you if you are computer literate
c. Explain the difference between hardware and software
d. Differentiate between the various hardware peripherals and describe the use of each (examples included in range hardware, printer, monitor) economy
e. Describe the function of each peripheral
f. Describe the role of software in computers
g. Describe the uses of a word processing software, spreadsheet software and database software and give examples
h. Describe how data is transferred between computers
Hospitality Management II (Credits 32)
Outline the contribution of management and mismanagement to peoples' economic and technological progress, and to their survival
Define the term 'management'
Discuss the five key ideas contained within this definition
Summarise and distinguish between the five conventional approaches and the one unconventional approach to management thought
Define and discuss the functional approach to management
Define and discuss Minzberg's managerial roles
Distinguish between management as an art, a science and a profession
Differentiate between the levels of management and the skills required at these different levels
Define the three environments which comprise the organisational environment
Discuss thoroughly the six elements of the general environment
Discuss the six main components of the task environment
Outline the origin, rationale and changing nature of social responsibility
Discuss the practical implementation of social responsibility in South Africa
Define the concept of Management by Objectives (MBO)
Outline the major steps in the MBO process
Provide guidelines on how to set objectives
Show the factors which distinguish effective from ineffective MBO programmes
Provide a summary of the benefits and problems associated with MBO
Give an overall evaluation of MBO programmes
Define the concept of planning
Outline the importance of planning
Describe the basic universal steps of planning
Identify and discuss the different types of objectives associated with planning
Summarise and describe the different types of operational plans and their individual components
Describe the major tools and techniques for assisting with planning
Define the concept and outline the importance of organising
List the five steps of organising
Explain the concepts of specialisation and departmentalisation
Distinguish between the formal and informal organisation
Discuss the differences, advantages and disadvantages of 'tall' and 'flat' organisations
Define the concept of authority
Explain the concept 'delegation', give the reasons why delegation is often problematic, and make practical suggestions for facilitating successful delegation
Explain the difference between centralisation and decentralisation
Explain the difference between line and staff relationships and define what is meant by the scalar chain
Define co-ordination and explain why the co-ordination process is important to managers
Give the reasons for co-ordination
Explain the problems associated with co-ordination
List and explain the three types of techniques for improving co-ordination
Select an appropriate co-ordination technique to suit different situations
Define communication and the three elements in the basic communication process
Explain the importance of communication
List five barriers to communication and suggest five methods for overcoming these barriers
State those situations where one-way communication is more appropriate and where two-way communication is more appropriate
Discuss the three types of interpersonal communication
List and discuss the different types of communication structures found within small groups in organisations
Describe the difference between leadership and management
Identify the variables within the leadership functions outlined by the Ohio and Michigan Studies
Distinguish between boss-centred and subordinate-centred leadership
Describe the terms 'leader-member relations', 'task structure', and 'positional power', and show how these combine to determine the leader's influence
Illustrate and describe the four different leadership styles outline in Hersey and Blanchard's situational leadership model
Outline the basic rules of the path-goal theory of House and Evans
Describe Vroom and Yetton's contingency model of leadership
Outline the importance of decision-making as a social process in an organisation
Describe the means by which the effectiveness of a decision can be judged
Describe and apply the decision-making process
Gain insight into the concept and process of human motivation
Understand the historical development of the motivation concept
Distinguish between the content theories of motivation, and the process theories of motivation
Understand motivation in the organisational context
Define the concept of control
Describe how planning is linked to controlling
Outline four reasons that state why controlling is important
Illustrate and explain the steps in the control process
Describe the four types of control methods
Outline the steps in establishing a control process
List seven criteria for ensuring the effectiveness of a control process
Define the concept of budgetary control
Illustrate the steps in the budgeting process
Describe the basic types of budgets
Understand the role that computers play in supplying managers with information to support them in conducting their work
Provide you with the broad details needed to successfully design and implement a management information system
Provide details on recent developments in the computing field
Outline the impact that computers and management information systems have had on management and organisations
Hotel Marketing (Credits 10)
Define marketing and analyse the differences between needs, wants and demands
Describe how marketing intends to build long term customer relationships and thereby achieve their goals
Describe how the marketing concept and the societal marketing concept can be applied to the marketing of a hotel or restaurant
Analyse the marketing challenges of the next century
Describe how the marketing strategy ties in with the company strategy and how the marketing strategy assists in the accomplishment of company goals
Describe the marketing process and define the terms target market marketing mix
Describe the four elements of the marketing mix namely product, place, price and promotion
Explain how the marketing manager would implement plans in the hotel to ensure the marketing strategy is successful
Describe and give examples of the internal environment of the hotel organisation
Explain the relationship between the organisation and its environment and the effects of the environment on the hotel, citing examples in each of these environments
Describe how the hotel organisation would react to these pressures from the environment
Describe the aims of market research and why market research into new opportunities is essential
Describe the market research process and be able to carry out research into your own opportunity
Explain the key ideas of primary data collection, secondary data collection, implementation of the research plan and reporting on the findings
Describe the process that the consumer goes through when purchasing a product
Outline the main factors that influence consumer behaviour and buying
Describe the adoption process and how this affects the purchase process
Describe how location can affect the success of a hotel
Discuss the location factors that customers consider when choosing a product (hotel or restaurant)
Describe how the layout of the hotel (internal and external) affects the consumers purchase decision
Define the product in a hotel or restaurant environment
Describe the term packaging and explain how this concept is applied in the hospitality industry
Describe the elements of the product
Analyse consumer and business products
Define the term shopping product and explain how a hotel or restaurant would fit into this classification
Define branding giving examples in the hospitality industry and explain how branding assists in making consumers aware of products describe the process that a hotel or restaurant would go through when developing a new product or adapting an existing product
Explain the product life cycle and the manner in which the marketing manager must react at the various stages in the product life cycle
Describe the considerations that the marketing manager and other divisional managers make when setting prices in hotels and restaurants
Develop room rates for a hotel
Describe the difference between the price leading and price following
Explain which hotels would price lead and which would price follow and why
Describe the factors that could influence rate selection in a hotel
Describe the considerations made when developing and pricing menus in restaurants
Describe the distribution channels available to the hotel marketing manager and give an example of each preferably from your area where you live
Explain the difference between direct selling and indirect selling
Motivate why hotels make use of intermediaries when choosing channels of distribution
Describe the role of marketing personnel in establishing and building and maintaining the relationship between the hotel and intermediaries
Define the term promotions mix and explain each of the components namely: advertising, personal selling, sales promotion, and public relations
Explain the stages in buyer readiness and describe how this is used to prepare communications to the consumer
Describe the considerations the marketing manager must make prior to communicating with the consumer
Plan an advertisement for a hotel or restaurant bearing in mind the target market, the type of advertisement, the heading, the content and illustrations
Describe two types of internal advertising that a hotel would undertake
Describe the importance of a hotel sales executive in personal selling
List the attributes of a successful, sales person
Define the term promotion and describe two types of promotion that a restaurant (private or hotel) may undertake
Explain the role of public relations and analyse the effects of good and bad
Describe the positive role that editorial publicity can offer the company
Obtain an example of editorial publicity from a media source and comment on its advantage or disadvantage to the comp0any
Describe and illustrate the records that should be kept by the sales office for personal selling
Explain the importance of keeping sales records and identify how these assist the marketing efforts
Business Communication (Credits 10)
Describe the relationship between these concepts
Analyse an audience in terms of its background
Analyse a communication event
Evaluate the effectiveness of a communication
Devise a communication strategy
Describe the nature and scope of non-verbal communication
Explain the role of non-verbal communication in business communication
Explain the important role of communications in the hospitality industry
The communication systems of an organisation
Basic organisational structures and their communication implications
Communication in the employment hierarchy and the representative system
Communication techniques used in organisational communication
Informal networks that exist in organisations
Understand the nature of communication media
Describe the features of communication media
Evaluate the effectiveness of media for specific communications
Select the most suitable medium for a specific communicative purpose:
The nature of oral communication
The techniques of interviewing, negotiating and counselling
The techniques of speech preparation and delivery and
The techniques of written communication for specific business purposes
Human Resources Management (Credits 10)
Human Resource Management
Identify the environmental influences on the human resources department
List the main responsibilities of the human resources department
Describe the structure of the human resources department and be able to discuss the difference between line and staff positions
Describe the relationship between the human resources department and other departments in the organisation
Identify limits of authority of line and staff departments
Describe the relationship that are created through the interaction between the organisation, the individual and the government
Describe how job analysis is carried out and the purpose of job analysis
Develop a fob description and a personnel specification for a position within a hotel
Develop an advertisement for a position within the hotel, with due consideration to the heading, content and details
Explain how you would conduct a selection interview for a position within the hotel
Describe the questions that you would ask when checking a reference for a fob applicant
Develop an induction checklist for new employees entering the hotel
Describe the way in which records may be kept and the types of records that are kept
Describe the ways in which a business may suffer when labour turnover becomes too high
Calculate labour turnover and labour stability percentages
Describe the purpose of an exit interview and develop questions that you may ask an exiting employee
Explain how the human resources manager would develop a manpower plan
Describe the difference between a succession plan and a career path
Develop a personal career path
Identify the ways in which employees are motivated within the organisation
Develop a motivational strategy for a department
Identify the main components of compensation management and describe them
Explain the purpose and benefits of job evaluation
Explain the importance of performance appraisal and explain how performance appraisal takes place within the organisation
Human Resources Development
Analyse the differences between education, training
Discuss the aims of training an the reason for training in organisations
Describe the influence that legislation has had on the new training and education systems in South Africa
List the effects that legislation has on the human resources function
Explain how the national qualifications frameworks affects training in hotels
Define a national qualification and explain the meaning of unit standards
Define the terminology used in a national qualification
Describe how you, as a human resources manager would implement national qualifications into the hotel you work for
Define the terminology unit standard, performance criteria, range, underpinning knowledge
Analyse the difference between on the job training and off the job training
Choose a suitable method of training for a given situation
Describe the process of coaching employees
Describe the training process and its components
Training needs analysis
Preparation phase of course development
Prepare a simple training manual
Plan outcomes for a training course
Describe how you would prepare to train employees and the organising function
Describe the assessment process
Keep simple training records
Prepare a simple budget
Describe the history of labour relations and the various theories that have evolved around labour relations
Discuss how labour relations in South Africa have evolved
Discuss the environmental variables that impact on labour relations in the organisation
Explain the objectives and functioning of trade unions, employer organisations and the State, and explain the relationship between them
Describe the legislation that affects labour relations in the workplace
Demonstrate how this legislation is applied
Describe the structures put in place for employee involvement in the workplace through workplace forums
Describe the conflict resolution procedures through the Commission for Conciliation, Mediation and Arbitration (CCMA) and the Labour Court
Illustrate the purpose of workplace agreements and describe how they are applied
Explain the negotiation process
Describe the effect legislation has on strikes and lock-outs and how this affects labour relations in the workplace
Business Economics (Credits 10)
Analyse the difference between a capitalist and socialist system
Describe how a hotelier would use the factors of production to start a new business
Explain the different types of consumers found that use hospitality organisations and how their contractual capacity affects business transactions
Describe the difference between the private sector and the public sector
List and describe the six forms of ownership that a business may choose
List two advantages and two disadvantages of each type of business ownership
Choose the correct form of business ownership for a business
Explain the role of the public sector in providing services to the private sector, and
Describe how the factors in the external environment can impact on the internal environment
Explain the structure of a large business organisation and the different combinations that can take place
List the seven functional areas of the internal organisation
Describe the tasks of management and give an example of each
Explain the three levels of management found in a hospitality organisation and give examples of positions
Explain how the business organisation must use the limited resources to produce products and services in the hospitality organisation
Explain what is meant by business policy and give an example of one policy in a hotel
Describe how these policies can be made effective
Explain the two types of capital and give an example of each
List three tasks and three objectives of the financial manager
Explain how a business can acquire fixed capital and working capital
Define the terms under-capitalisation and over-capitalisation
Describe the 5 types pf assets and explain how these can be controlled
List and explain the main responsibilities of the production manager
Define marketing and explain the main concepts behind marketing of the organisation
Describe how the marketing mix can ensure continued support by consumers
Explain the role of public relation in the organisation
List and describe the tasks of the personnel function
Explain how the administrative function is integrated into all functions in the enterprise and how the administrative function assists with decision making and goal achievement
Describe the responsibilities of the purchasing function, and
Explain how co-ordination is achieved between the various functional areas
Contract Law (Credits 10)
List and explain the 6 basic requirements for a valid contract
Explain what is meant by offer and acceptance
Explain the requirements for offer and acceptance
Show how the legal capacity affects the capacity to contract including:
The difference between infans and pupillus
The impact on the guardians consent and effect on the minor's contracts
Explain the terms ratification and emancipation
Explain how a fraudulent statement of age or claim that the guardian consented affects the contract
Analyse the difference between a contract of marriage in community of property and one with an antenuptial contract
Show the effect of mental incapacity, prodigality and insolvency on a contract
Explain the term 'illegal contract' and be able to give examples of an illegal contract
List three contracts that must be in writing
Explain the term physical impossibility and give examples of contracts where performance of the contract is physically impossible
List the six factors, any one of which will cause a contract to be void
Explain the effect of the par delictum rule
List the classes of mistakes that are recognised in law
Describe the effect on a contract which is tainted by mistake
Explain the difference between a void contract and a voidable contract
Explain what is meant by misrepresentation
List and explain the three different categories of misrepresentation
Show how the different principles apply to each category of misrepresentation and the damages which can be claimed under each
List the four elements that must be present to justify cancellation for misrepresentation
Explain the requirements for duress and undue influence
Explain what an unenforceable contract is giving two examples
Define the words a condition, a time clause, a warranty, a puff and a representation and be able to example the effect of each
Explain the types of conditions to which a contract may be subject to
Explain the difference between a suspensive condition and a resolutive condition
Discuss the rights of the parties (debtor and creditor)
Explain joint liability and joint and several liability and explain the different consequences of these
Define the term cession and explain:
When cession is constituted
When cession is not possible
When the debtor's consent is needed
Notice that needs to be given to the debtor
Defences available to the debtor against a cessionary
Explain the meaning of the term performance
Explain the ways in which performance is rendered to the creditor
Explain what 'legal tender' is
List and explain the five ways in which breach of contract can occur
Explain the meaning of excepio non adimpleti contractus
Explain the term 'specific performance' and the principles that the court applies in exercising discretion
Explain the meaning of lex commissoria, time is of the essence and interpellatio with regard to cancellation of contracts
Explain the principle on damages
List and explain the four principles applied when assessing damages
List and describe all the ways in which you can terminate a contract (except from performance and cancellation resulting from breach)
Explain the following terms:
Hotel Accounting II
Reconcile bank statements using cash records
Record and balance petty cash transactions for financial institutions using the imprest system
Make the correct entries into the journal for the adjustment trial balance
Prepare an income statement
Identify which accounts are transferred to the balance sheet
Draw up the balance sheet, and
Interpret the balance sheet results
Develop a cash flow statement
Understand the importance of cash flow statements for the hotel industry
Understand why a hotel needs to draw up a budget
Extract a budget from the figures that will be given to you
Have a basic background to the VAT laws and payment thereof
Determine the VAT on sales and payments
Identify the different deductions made on salaries and wages, and
Prepare and pay out manual salaries