Republic of the Philippines

TOP LINK GLOBAL COLLEGE INC.

3- YEAR DIPLOMA PROGRAM
First Semester 2023-2024

Course Syllabus: QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY - (HRMT)

COLLEGE VISION
To be the leading Global Education network for Transformative Learning, Literacy and Life Skills through advanced technological and high-Quality Service linking Good Deeds to
Good Life.

COLLEGE MISSION
Deliver high quality services and high-quality education at any given time. Create and connect relevant global linkages for our stake holders in constantly undertaking programs
for their welfare and development. Conduct quality training for skills and competencies of faculty and employees, enabling them to participate and contribute to the community.
Link and provide opportunities for interaction with other academic and non-academic communities and related agencies to promote interdependence and mutual help in favor of
the common good. Take the lead in the acquisition and implementation of the technological resources to be adaptive to the new normal in education. Continuously strive to
decrease our operational cost to provide affordable tuition.

ACADEMIC GOALS & OBJECTIVES

Exemplify and promote social and personal transformation in the light of Christian Values; Nurture and develop methods of inquiry, study, discovery and learning which are
dialogic and democratic, free and scientific, systematic and effective. Heed to ethical standards in conducting academic research; utilize results in improving school processes,
local, national and global communities; Appreciate, preserve and promote Philippine arts and culture, a national and global levels; Navigate in and sustain community involvement
activities as agents of social change for the upliftment of the poor and marginalized groups in the service of God and Country. Cultivate social consciousness and a sense of
responsiveness and mindfulness of national and global issues; and Empower people through the advanced use of technology for sustainable development.

TOP LINK GLOBAL COLLEGE PLEDGE

I am a TLGCIAN, I stand firm without ceasing,
I solemnly swear that I shall faithfully adhere,
to the ideals and noble cause I am bound to fulfill;
I pledge commitment to carry on my duties
of exemplifying ethics in my words and in my deed;
Trustworthiness and Leadership,
Godliness and Creativity
are life-long values ingrained within me,
that I pledge to live up and forever be proud,
to be of service foremost to almighty God,
to link Good Education to Good Life,
worthy of service to my fellow mankind. So help me God.
 DEPARTMENT: COLLEGE DEPARTMENT
SCHOOL DIRECTOR: MR. ANICETO B. URETA
COLLEGE DEPARTMENT HEAD: MR. MARK ANTHONY S. MEDINA
COURSE CODE & TITLE: QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY
COURSE CREDIT: 3 UNITS
PRE-REQUISITE(S): NONE
NAME OF APRIL JOY L. ALBAY, LPT
PROFESSOR/INSTRUCTOR:
SCHEDULE & ROOM ASSIGNMENT:

COURSE DESCRIPTION:
his course is designed for a senior high school student to develop
knowledge, skills and attitude to perform the tasks required. It covers the
core competencies of (1) prepare dining room/restaurant area for service;
(2) welcome guests and take food and beverage orders; (3) promote food
and beverage products; (4) provide food and beverage services to guest;
(5) provide room service; and (6) receive and handle guest concerns. The
preliminaries of this specialization course include the following: (1) core
concepts in food and beverage services, (2) the relevance of the course,
and (3) exploration of career opportunities as Food Attendant or Chef de
rang.
This course will provide students with the fundamentals of Quality Service Management in Tourism and Hospitality. It covers the foundation of quality service principles
that will help students develop their ability to evaluate the hospitality and tourism operations in relation with the various challenges for quality experiences and exceptional guest
service. The course aims to enable the students to recognize and assess quality management process in a hospitality and tourism related organization and to evaluate
departmental processes and planning strategies.

COURSE OBJECTIVES:
At the end of this course, students are expected to acquire National Certificate II to be issued by TESDA. They will be undergoing constant training and monitoring for
them to meet the required criteria for the certificate. This will be done as a preparation for their future and it somehow guarantee that they will be having a fairly decent job in the
future. The Quality Service Management in Tourism and Hospitality course is designed to elevate students’ understanding and implementation of exceptional service within the
tourism and hospitality industry. Throughout the course, the learners are expected to gain the ability to explain why quality service is crucial, identify the factors that lead to guest
satisfaction, and apply specific service quality management techniques. Finally, the learners shall be able to delve into analyzing and improving service delivery processes,
ensuring a continuous cycle of guest satisfaction and business success.
 COURSE OUTLINE
PRELIMINARY PERIOD
WEEKS & NUMBER OF HOURS TOPICS COMPETENCIES / OUTCOME DETAILED ACTIVITIES

• Course Orientation The students shall be able to:

● Face-to-face, Online Discussion/Presentation/s
• Grading System • Memorize, write and relate the
(VMAGP) to their course ● Provide overview of the course, grading system,
• Rules and Regulations and
• Discuss the contribution of the policies and (VMAGP)
School Policies
course in the training.
ACTIVITIES:
• Vision, Mission, Academic
• Evaluate how far was the Day 1:
Goals & Objectives, Top Link
Global College Pledge (VMAGP) achieved based  Short essay about the following:
(VMAGP). from their experiences. 1. Their contribution to the achievement of the Top
Link Global College Inc. Vision and Mission;
Week 1
(3 hrs) 2. Application of the Core Values in promoting NSTP
FEBRUARY 19-24 projects and activities;
Day 2
 Self-introduction in front of class.
Complete Name:
Nickname:
Age:
Address:
Expectations in the Subject:

 Memorization performance of “Top Link Global

College Inc. Pledge”
  Chapter 1: Introduction to At the end of this chapter, the ACTIVITIES:
Quality Service Management students should be to:
in Tourism and Hospitality  Define what is quality; Day 1: Lecture Discussion-Introduction to Quality Service
 Determine the different Management in Tourism and Hospitality
dimensions of quality; Day 2: Check and Observe: How to take a table
Week 2 reservation.
(3 hrs)  Prepare the Dining  Take table reservations
February 26, 2024 - March 1, 2024 Room/Restaurant area for  Prepare service stations and Instructions: Ask assistance from one of your family
Service equipment members who will act as your
guest. Your task is to practice taking table reservations.
Ask your partner to evaluate
your performance for you to improve it.

 Chapter 2: Guestology At the end of this chapter, the ACTIVITIES:

students should be to:
• Define what guestology is and Day 1: Lecture Discussion-GUESTOLOGY
what a guestologies is;
• Identify the different types of Day 2: PERFORMANCE TASK # 1: Taking Table
customers; and Reservations
PICK AND PAIR. Ask assistance from one of your family
Week 3 members or a friend and
(3 hrs) demonstrate on how to take table reservations
March 4, 2024 - March 8, 2024
 Prepare the Dining  Set up the tables in the Dining
Room/Restaurant area for area
Service  Set the mood/ambiance of the
dining area
  Chapter 3: Strategies for At the end of this chapter, the Activities:
Quality Service Management students should be to:
in Tourism and Hospitality  Understand the concept of Day 1: Lecture Discussion-Strategies For Quality Service
strategy; Management In Tourism And Hospitality
 Realize the importance of
designing the guest Day 2: Have You Experienced Dining In A Restaurant? If
experience; and No, Have You Watched A Movie Which The Casts Dine
Week 4
Identify key factors that In A Cozy Restaurant? What Did You Observe In The
(3hrs)
must be examined to Setting? (Essay)
March 11, 2024 - March 16, 2024
 Welcome Guests and Take ensure best service.
Food And Beverage Orders
 Welcome and greet guest
 Seat the Guest

 Chapter 4: The Guest and the At the end of this chapter, the ACTIVITIES:
Service Setting students should be to:
 Understand the importance Day 1: Interactive discussion on THE GUEST AND THE
of service settings or SERVICE SETTING
environment
Week 5  Determine how the service Day 2: #THROWBACK
(3hrs) environment affects guess Take a flash back during the time you were in a fast-food
March 18, 2024 - March 23, 2024 and employees
chain like Jollibee or simple karenderia, what are the
events usually happening as you order your food? What
 Welcome Guests and Take  Take food and beverage
are your observation to the one who tend to you? Using a
Food and Beverage Orders orders
hashtag, take note of your observation with a short
 Liase between kitchen and
service areas description, as many as you can.

Week 6 LONG QUIZ LONG QUIZ

(3hrs)
March 25, 2024 - March 30, 2024
MIDTERM PERIOD

WEEKS & NUMBER OF

TOPICS COMPETENCIES DETAILED ACTIVITIES
HOURS
  Chapter 5: Service Staffing At the end of this chapter, the ACTIVITIES:
in Tourism and Hospitality students should be to: Day 1: Lecture Discussion on Service Staffing in Tourism
 Understand the process of and Hospitality
recruiting employees and be
Day 2: MENTORING
familiar with the approaches
and techniques of Interview The newly hired may ask to memorize the said menu and ask
and screening of job to the kitchen
Week 7 candidates;
(3hrs)  Understand the training and department what and how it does prepare from the following
April 1, 2024 - April 6, 2024 development techniques used sequence. Make a
compilation of 10 menus of the dishes offered in the restaurant.
by the tourism and hospitality
1.pronounciation
organizations; 2. ingredients of each menu
3.sauces and accompaniments appropriate for certain dish
 Promote Food and  Know the product 4. description of each dish
Beverage Products  Undertake suggestive selling
5. food allergens
 Carry out Upselling strategies

ACTIVITIES:
Week 8  Chapter 5: Service Staffing  Know why hospitality
(3hrs) in Tourism and Hospitality organizations value their Day 1 and Day 2: INTERVIEW
April 8,2024- April 13,2024 employees through
empowerment; and In order to augment the understanding in the industry
 Understand the importance of practice, students (with four members in each group) will
managing and equipping interview a hospitality establishment (hotel, restaurant, or
employees of the right mindset travel agency) manager and learn their hiring practice.
as being part of the Also check if there is an existing culture in the
organization. organization. How are the employees empowered? What
are their training and orientation processes? After the
short interview present the group finding in class.
  Chapter 6: Designing and At the end of this chapter, the ACTIVITIES:
Week 9 Managing Service students should be able to;
(3hrs)  Be familiar with the different Day 1: Lecture Discussion Designing and Managing
April 15,2024- April 20,2024 service design principles; Service
 Learn the differences among
the type’s pf service setting; Day 2:
 Explain the necessary for Reflective Essay: How important is customer to every
service process redesign; and business establishment?
 Serve food orders
 Provide Food and
 Assist the diners
Beverage Services to
Guest

 Chapter 7: Balancing At the end of this chapter, the students ACTIVITIES:

Demand and Productive should be able to; Day 1: Interactive discussion on the Balancing Demand
Capacity for Quality and Productive Capacity for Quality Service
Service  Understand the concept of
demand; Day 2: As part of your presentation in class, proceed and
 Be familiar with capacity visit fast-food establishment. Observe and compare the
constraints; queuing, waiting and ordering systems of two famous
Week 10  Apply strategies on matching quick service restaurants or fast-food restaurant. Analyze
(3hrs) demand and capacity; which has the fastest and most convenient service.
April 22,2024- April 27,2024

 Provide Food and  Perform banquet or catering

Beverage Services to food service
Guest  Serve beverage orders
 Process payments and
receipts
Week 11 At the end of this chapter, the ACTIVITIES:
(3hrs)  Chapter 7: Balancing students should be able to; Day 1: Role Play how you will manage an intoxicated
April 29,2024-May 4,2024 Demand and Productive customer.
Capacity for Quality  Learn the benefits and risks of
Service yield management strategies; Scenario: Mr. Hayon entered the restaurant prim and
 Understand strategies for proper. He ordered alcoholic drinks and later
managing waiting lines when
exhibited aggressiveness toward other guests and
capacity and demand cannot
personnel.
be aligned; and
 Understand customers Day 2: Activity:
 perceptions about waits and List down four tips on refusing services to an intoxicated
queuing systems. customer.

 Conclude food service and

 Provide Food and close down dining area
Beverage Services to  Manage intoxicated persons
Guest
Week 12 MIDTERM EXAMINATION
(3hrs) MIDTERM EXAMINATION
May 6, 2024- May 11- 2024

FINAL PERIOD

WEEKS & NUMBER OF

TOPICS COMPETENCIES DETAILED ACTIVITIES
HOURS
ACTIVITIES:
 Chapter 8: Co-creation of At the end of this chapter, the Day 1: How are utilities paid now a days? Interview your
Quality Service students should be able to; parents as well on how they pay bills 10 or 15 years ago.
 Understand the role of Is there any difference in the process? Which do you
customers in service delivery think is more convenient? what do you think are the
and co-creation of service advantage and dis advantage of each?
experiences;
Week 13 Day 2: Room Service Telephone Conversation (Video)
 Differentiate and learn the
(3hrs)
concept of self-service
May 13, 2024- May 18, 2024 Perform as the hotel receptionist where a certain guest
technology and customer
participation in the delivery of ask for a room service in the hotel. Follow the sequence
service of telephone conversation script you studied.

 Take and process room

 Provide Room Service service orders
 Set up trays and trolleys
ACTIVITIES:
At the end of this chapter, the Day 1: Lecture Discussion Service Failures and service
Week 14  Chapter 9: Service Failures students should be able to; recovery
(3hrs) and Service Recovery
May 20, 2024- May 25, 2024  Show the importance of Day 2: List down a number of service failures you have
recovery arising from service experienced from a restaurant, a hotel, an event, a tour,
failures; and a leisure activity. Reflect if the Failures were treated
  Identify the different kinds of positively or negatively. Check also if there were service
guest complaints; recovery mechanism in place when you have
experienced the service failure.

 Present and serve food and

 Provide Room Service beverage orders to guest

 Present room service

account

At the end of this chapter, the

students should be able to; ACTIVITIES:
Week 15
(3hrs)  Check for evidence on Day 1 and Day 2: ROLE PLAY
May 27, 2024- June 1, 2024 customers’ expectations and
 Chapter 9: Service Failures their responses when they Scenario: Guest from room number 113 ask for a room
and Service Recovery complain; and service expecting delivery of order after 20 minutes.
 Define service guarantees Perform the presenting and serving the food and
and how they affect service beverage service order to guest.
failures.

 Provide Room Service  Clear away room service

equipment

 Chapter 10: Service At the end of this chapter, the ACTIVITIES:

Week 16 Excellence and Leadership students should be able to;
(3hrs) Day 1 and Day 2: Visit a known convenience store
June 3, 2024- June 8, 2024  Explain the relationships chain or well-known supermarket chain. Observe the
between service quality, structure and design of the store and its employees and
productivity and profitability; customers. Based on what you learned in this chapter,
  Know the different what kind of firm does the subject qualities at? Explain
dimensions of service quality; your answer. Prepare a chart highlighting the basis of
 Understand the importance of your evaluation.
customer feedback;

 Receive and Handle Guest  Listen to the complaint

Concerns  Apologize to the guest

 Chapter 10: Service

Week 17 Excellence and Leadership At the end of this chapter, the ACTIVITIES:
(3hrs) students should be able to; Day 1: Essay
June 10, 2024- June 15, 2024 1. How to keep the customers from coming back?
 Familiarized with the tools 2. Why do customers demand for good services?
used to analyze service
quality problems;
 Learn the different system Day 2: Instructions: Form a group with 3 members.
approaches to service quality Dramatize the situation given below. Each group will be
and productivity; and given 5 minutes to prepare.
 Know and differentiate the Situation 1. Welcoming guests in your work place
kinds of organizations based (restaurant). Apply your good customer service skills.
on service leadership.

 Receive and Handle Guest  Take proper action on the

Concerns compliant
 Record complaint

Week 18 FINAL EXAMINATION FINAL EXAMINATION

(3hrs)
June 17, 2024- June 21, 2024
COURSE REQUIREMENTS:

A. TERM EXAMS
B. QUIZZES
C. SEAT WORK/ACTIVITIES/ASSIGNMENTS
D. ACTIVE PARTICIPATION

ASSESSMENT/EVALUATION/GRADING SYSTEM:
REFERENCES:

TRAINING REGULATION-FOOD AND BEVERAGE NC II PDF

https://www.scribd.com/document/554568000/Quality-Service-Management-in-Tourism-and-Hospitality-Module-1

Prepared by: Reviewed & Approved by:

MS. APRIL JOY L. ALBAY MR. MARK ANTHONY S. MEDINA MR. ANICETO B. URETA

Subject Instructor Head, College Department School Director