Tourism and Hospitality Technology

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Page 1 of 50

Semesters

1439 H – 2018 G

TECHNOLOGY DIPLOMA Curriculum for Department of

Tourism and Hospitality Technology

Major

Hotels

Training Plans For Technical Colleges

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Page 2 of 50

Introduction

Praise be to Allah who taught (the use of) the pen, Taught man that which he knew not. Peace and blessings upon our Prophet, instructor and role model, Muhammad Ibn Abdullah, who is sent as a teacher and guide to people and caller to Allah to bring people out of the darkness of ignorance and misguidance to the light of knowledge and guidance.

The Technical and Vocational Training Corporation seeks to qualify trained national cadres who are able to fill technical, technical and vocational jobs available in the Saudi labor market. This interest comes as a result of the directions requested by the leaders of this country. All these jobs seek to obtain an integrated homeland that depends first on Allah's success, then on its resources and the strength of its youth, which has knowledge and faith. Everyone strives for the sake of continuing to reach developmental progress, so that, by the grace of Allah, the country becomes one of the highest industrialized countries.

The Director General for curricula has taken a positive step in line with advanced international experiences to build training programs, according to modern scientific methods that are compatible with the requirements of the labor market in all its specialties to meet these requirements. This step consisted of the National Professional Standards Preparation Project, then the National Professional Qualifications Project. Both projects are the main pillar in building training programs. Standards and qualifications depend on the formation of specialized committees representing the labor market and the General Organization for Technical and Vocational Training. The scientific vision must be compatible with the practical reality imposed by the requirements of the labor market, so that these committees ultimately come out with an integrated view of a training program more relevant to the labor market, and more realistic in achieving its basic requirements.

This training plan deals with the “Hotels plan" in the Department of Tourism and Hospitality Technology for trainees of technical colleges to describe the courses of this specialization. This plan needs to include vital topics that deal with how to acquire the necessary skills for this specialization so that their skills are to assist them in their practical life after graduating from this program.

The Director General for curricula hopes that this training plan will be a direct contribution to the study of necessary skills, in a simplified manner free of complication.

We hope that Allah will grant success to those who prepare the training plan and its beneficiaries, for what Allah wants and pleases.

Director General for curricula

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Page 3 of 50 Table of Content

No Subject Page

1 Introduction 2

2 Table of Content 3

3 Program Description

 Program Description

 The overall objective of the program

 The detailed objectives of the program

4

4 The Study Distributed on Semesters 5

5 Cover of Brief description of the major courses 7

6 Brief description of the major courses 8

7 Cover of Detailed Description of computer programming 9

8  Introduction of tourism hospitality industry 10

9  Hotel guests service skills 12

10  Front office-1 14

11  Hotel security & Safety 17

12  Computer in hotels-1 21

13  Front office-2 27

14  Human Resources Management 29

15  Hotel accounting 31

17  Housekeeping department 33

18  Hotel Sales and Marketing 36

19  Computer in hotels-2 39

20  Supervisory skills in hotels 43

21 Cover of appendices and references 45

22 Appendix of tools 46

23 Appendix on assessment tools 47

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Page 4 of 50 Program Description

The hotel diploma in the Tourism and Hospitality Technology Department is covered in line with the local job market needs for specialization. Training in this specialization is carried out in technical colleges, in five semester training classes; the duration of each training semester is sixteen training weeks, with (1664) training hours. This is in addition to (490) hours of practical training in the hotel labor market, equivalent to (81) credit hours.

The graduate of this program is granted an intermediate university certificate in the hotel specialization from the Department of Tourism and Hospitality Technology, and it is expected that he will work in hotel fields as reception staff - hotel marketing - organizing parties - preparing trips public relations - air hospitality - customer service staff.

The overall objective of the program

This program aims to provide the trainee with the skills and information necessary to practice work in the field of hotel and hospitality and gets a fifth level in the national qualifications framework.

The detailed objectives of the program

By the end of this program, the trainee will be able to:

 The ability to handle reservation requests and execute them accurately

 Prepare the reception section for work and print reports

 Receiving and welcoming guests

 Carrying out registration and placement tasks for individuals and tourist groups

 Development of room and hotel sales

 Receive guest requests and execute them efficiently

 Implementation of departure procedures for individuals and tourist groups

 Coordination and cooperation with the relevant departments in the front office division

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The Study Distributed on Semesters

1 st Semester

No Course Code Course Name Prerequisites Equivalent No of unites

CRH L P T CTH

1 ^{ISLM 101} Islamic Studies ISL 101 ISL 102 2 2 0 0 2

2 ^ARAB101 Technical Writing ARB101 2 2 0 0 2

3 ^{ENGL 111} English Language-1 ENG8111 3 3 0 1 4

4 ^{MATH 101} mathematics MAT8101 3 3 0 1 4

5 _{ICMT 101} Introduction to Computer

Applications CMT 101 2 0 4 0 4

6 _{GTTH 101} Introduction of tourism hospitality

industry THT 131 3 3 0 0 3

7 _{UMAN 101} Principles of Business

Administration MAN 104 4 4 0 0 4

8 _{VOCA 101} Vocational

guidance Excellence VOC107 2 2 0 0 2

Total Number of Units 21 19 4 2 25

CRH: Credit Hours L: Lecture P: Practical T: Tutorial CTH: Contact Hours

2 st Semester

No Course

Code Course Name Prerequisites Equivalent No of unites

CRH L P T CTH

1 ^{ENGL 112} English Language -2 ENGL 111 ENG 8112 3 3 0 1 4

2 ^{GHOT 111} Hotel guests service skills HOT 9132 4 2 4 0 6

3 ^{GHOT 111} Front office-1 HOT 9135 4 2 4 0 6

4 ^{GHOT 111} Hotel Security & Safety HOT 9151 4 2 4 0 6

5 ^{UMAN 231} Human Resources Management UMAN 101 MAN 225 4 3 2 0 5

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3 st Semester

CRH L P T CTH

1 ^{ENGL 113} English Language -3 ENGL 112 ENG 8113 3 3 0 1 4

2 ^{GHOT 241} Computer in hotels-1 ICMT 101 HOT 9134 4 2 4 0 6

3 ^{GHOT 222} Front office-2 GHOT 121 HOT 9247 4 2 4 0 6

4 ^{GHOT 231} Housekeeping department HOT 9248 4 2 4 0 6

5 GHOT 251 Hotel accounting HOT 9249 3 2 2 0 4

4 st Semester

CRH L P T CTH

1 ^{LEAS 101} Learning Skills 2 2 0 0 2

2 ^{GHOT 252} Hotel Sales and Marketing HOT 9253 4 2 4 0 6

3 ^{GHOT 242} Computer in hotels-2 GHOT 241 HOT 9254 4 2 4 0 6

4 ^{GHOT 271} Supervisory skills in hotels HOT 9136 4 2 4 0 6

5 ENGL 204 English Language -4 ENGL 113 ENG 8204 3 3 0 1 4

6 _{ETHS 101} Professional Ethics & Comm.

Skills VOCA 101 ETH 101 2 2 0 0 2

5 st

Semester No Course Code Course Name No of unites

CRH

1 ^GHOT299 Co-operative Training 4

Total Number of Units 4

CRH: Credit Hours L: Lecture P: Practical Hours T: Tutorial CTH: Contact Hours

Total Number of Semesters Credit Unites CRH L P T CTH

81 55 44 5 104

Total of training Hours (16*104)=1664+ Cooperative training Hours (490)

2154

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Brief description of the major courses

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Page 8 of 50 Course

Name

Introduction of tourism hospitality industry

Course

Code GTTH 101 CRH 3

Description

This course covers training on the basic concepts of the tourism and hospitality industry and its types, then training on how to benefit from them on the economic, cultural, social and security levels using the best methods and regulations in this field.

Course

Name Hotel guests service skills Course

Code GHOT 111 CRH 4

Description

This course covers training on how to dialogue with guests and ways to provide service in order to realize the importance of the guest, then training through the implementation of some communication situations between the hotel employee and the guest and how to provide the service

Course

Name Front office-1 Course

Description

Training takes place in the arts of front office management, its equipment and specifications of its employees and related departments, then training in the work of each department and applying service standards through the time it takes to carry out the required tasks.

Course

Name Hotel Security & Safety Course

Description

This course covers skills and knowledge training that aims to give the trainee full knowledge of hotel occupational health and safety and provide security and safety for workers through the application of best practices and requirements within the hotel.

Course

Name Computer in hotels-1 Course

Description

This course covers training in the use of a specialized computer program, where the course is to identify how to deal with the software applications associated with it and to grant powers to users and to ensure the correctness of information and reservation operations.

Course

Description

This course covers training on the importance of front offices and the departments that have a relationship with them. Training is conducted on the nature of operations in which it is performed, and is considered a complement to the front offices – 1.

Course Name

Human Resources Management

Course

Code UMAN 231 CRH 4

Description

This course covers training on basic concepts of human resource management, where the importance of human resources is recognized and how to plan, organize, implement and build organizational structures, as well as training in the best methods of training and

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Page 9 of 50 evaluation.

Course

Name Hotel accounting Course

Description

This course covers training in basic skills in accounting and how to settle daily accounts and then set hotel accounting standards for them, as well as training in preparing the budget.

Course

Name Housekeeping department Course

Description

This course covers training to provide the trainee with the skills of organizing and operating the hotel management department in an effective way, while continuing to raise the level of performance of workers in providing distinguished services and hygiene throughout the hotel.

Course

Name Hotel Sales and Marketing Course

Description

This course covers training on the importance of the hotel's marketing and sales department, where its importance and its relationship with other departments are recognized. Training is carried out on the elements of the marketing mix of services, their promotion and the acquisition of selling skills.

Course

Description

This course covers the training to provide the trainee with the basic skills to use the computer program specialized in hotel and specialized in front office tasks executed by the receptionist from the procedures of accommodation and reservation. The trainee will know how to deal with all the related program applications Sections of the hotel.

Course

Name Supervisory skills in hotels Course

Description

This course covers skills training that must be available in front office employees in its various departments in the hotel. The ways to develop these skills are defined, as well as the supervisory levels in the front offices of the hotel are determined, as is the training on the human role of the supervisor, in order to raise the morale of workers in the front offices of the hotel.

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Name Introduction of tourism hospitality industry Course

Code GTTH 101 Prerequisite

Training semester 1 2 3 4 5

Credit hours 3

Collaborative training Contact hours

(Hour/ week)

Lecture 3

Practical 0 Training 0

Course Description

Through this course, training is conducted on the basic concepts of the tourism and hospitality industry and its types, then training on how to benefit from it at the economic, cultural, and social and security levels using the best methods and regulations in this field.

The general objective of the course:

This course aims to provide the trainee with the basic skills to understand the importance of the tourism and hospitality industry and how to deal with it as an economic resource.

The detailed objectives of the course:

Cognitive and procedural Objectives The trainee should be able and efficient to:

1. The trainee enumerates the stages of the tourism industry

2. The trainee determines the different types of hotels and their classifications through the classification criteria used in the Kingdom

3. The trainee describes the methods used in the food and beverage industry through international service methods

4. The trainee applies the best ways to provide global tourism services through knowledge of global experiences

Units (theoretical and practical)

Training hours Determines the time required for training on the

subject

Theoretical Practical

Tourism industry components 16

Hotel industry components 16

Food and beverage industry components 16

48

Total 48

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Page 11 of 50 Procedures of Safety Requirements:

Following safety instructions in the designated places Maintaining equipment inside the training room Arranging the tools inside the training room upon completion

The detailed curriculum (theoretical and practical)

Hours Content

Assessment tools Refer the assessment

tools appendix

16

Tourism industry components

- Definition of the tourism industry

- The tourism industry has developed historically - The importance of the tourism industry

- Types of tourism

- Tourism and travel companies - Types of airlines

- Recent trends in the tourism industry

Exams And Oral exams

16

Hotel industry components

- The definition of the hotel industry - The importance of the hotel industry - Types of hotels

- Excellence rights and management contracts in the hotel industry

- Recent trends in the hotel industry

Exams And Projects

16

Food and beverage industry components:

- Definition of the food and beverage industry

- The development of the food and beverage industry - The importance of the food and beverage industry - Types of restaurants and kitchens and their divisions

Exams And Projects

References

 Hotel and Tourist Management, authored by Dr. Abdul Karim Hafez, 2011

 Food and Beverage Service Written by Dr. Ayman Suleiman Mazara in 2013

 Lectures on the principles of the hospitality industry, written by / Mohamed Attia Mohamed, 2012

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Name Hotel guests service skills Course

Code GHOT 111 Prerequisite

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

Training

This course covers training on how to dialogue with guests and methods of providing service in order to realize the importance of the guest, then training through the implementation of some communication situations between the hotel employee and the guest and how to provide the service.

This course aims to provide the trainee with the skills and information needed to deal with the types of hotel guests and ways to provide them with service.

Cognitive and procedural Objectives

1. The trainee limits the needs of the guests.

2. The trainee practices efficient and effective communication with the hotel guests.

3. The trainee handles hotel service errors.

4. The trainee interviews the guests and how to please them

5. The trainee applies communication situations with the guests through knowing the means of communication

Units (theoretical and practical) Training hours Theoretical Practical

The guest and his expectations 4 8

Skill and its importance in the hotel industry 4 8

Principles of distinguished hotel service 6 12

Psychology (psychology) of the guest and staff 6 8

Communication etiquette skills 6 16

Please the guests 6 12

Total 32 64

96

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Page 13 of 50

The detailed curriculum (Theoretical)

Hours Content Assessment tools

12

The guest and his expectations:

- Guest concept - Types of guests

- The expectations of the guests - Determine the needs of the guests - Enhance guest experience

Study cases Role-playing

12

Skill and its importance in the hotel industry:

- Definition of skill

- The importance of skills for hotel front desk staff - Skills grades in the front office section

- Types of skills in the front office section

Written exams

18

Principles of distinguished hotel service:

- Meaning of excellent service - Types of service

- Service standards

- Guest Service Items (Satisfaction Factors)

Written exams Role-playing

14

Psychology of guests and employees:

- Definition of personality and its patterns - Human coping skills

- Dealing with different styles of guests

Study cases Role-playing

22

Communication Etiquette Skills:

- Definition and etiquette of communication - Oral communication skills

- Develop listening skills to achieve effective communication

- Obstacles to oral communication and listening - Phrases prohibited in the service of guests

Oral and written exams

18

Satisfy guests:

- The foundations of guest satisfaction - How to get guest reviews

- Reasons for poor hotel service - Address guest problems - Maintain guest satisfaction

Written exams Simulation Study cases Role-playing Previous experience

References

 The Art of Service, Written by / Hani Atef, 2014

 Communication skills in the field of human relations, by Ziad Abdel Karim Najm, 2016

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Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

Training 0

This course covers the arts of front office management, its equipment, staff specifications and related departments, then training for each department’s work and application of service standards through the time it takes to carry out the required tasks.

This course aims to provide the trainee with the basic skills related to the front office section in the field of electronic applications, the way to work and deal with all problems that may arise.

6. The trainee reviews the notebook to take into account the implementation of its contents.

7. The trainee reviews the hotel's daily reservations and housekeeping operations through the reservation system.

8. The trainee knows how to determine the possibility of sedation.

9. The trainee makes sure that there is a reservation beforehand for each guest before the reservation process.

10. The trainee determines the type of housing for the guest through guest requests

11. The trainee can enter the guest's data into the computer by knowing the automatic reservation system.

12. The trainee gets notes from the guest during his stay.

13. The trainee fulfills the guest's requests during his stay.

14. The trainee distinguishes between the types of internal and external circulars.

15. The trainee is qualified by working in all sections of the hotel.

16. The trainee learns about the services provided in the hotel.

17. The trainee knows the types of rooms, their prices and how to secure them

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Page 15 of 50

Introduction to front office 4 8

The relationship of front offices with other departments 4 8

Reservation services 4 8

Reception services 6 12

Information service 8 12

Services attached to the front offices 6 16

Total 32 64

96

12

Entrance to the front offices:

- Definition of front office

- Organizational structure of front offices - Front office responsibilities

- Distribution of shifts in front offices - Guest Cycle

- Design and equip front offices - Front office technology

- Types of rooms and room conditions

Written exams And Discussion

12

Front office relationship with other departments:

- Front office placement in hotel organizational structure - Relationship to the front office section:

- Internal supervision - sales and marketing

- Food and Beverage Management - financial department

- security Department - Maintenance Department

Written exams And Study cases

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Page 16 of 50

12

Reservation services:

- Duties and responsibilities of reservation personnel - Types of reservations

- The considerations to consider when reserving - Booking concepts

18

Reception services:

- The importance of reception in front offices - Duties and responsibilities of the department's

employees

- Attributes of the receptionist

Written exams

20

Information services:

- The role of the information department in the front offices

- Tasks and duties of the Information Department

- Specifications of workers in the Information Department

Written exams And Simulation

22

Services attached to the front offices:

- Uniform services - Guest relations

- Businessmen Services

Written exams And Role-playing

References

 Hotel Management, Written by Dr. Hani Atef, 2012

 Front Office Management, Author / Nevin Sharif, 2011

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Name Hotel Security & Safety Course

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

Training 0

This course covers skills and knowledge training that aims to give the trainee full knowledge of hotel occupational health and safety and provide security and safety for workers through the application of best practices and requirements within the hotel.

This course aims to provide the trainee the basic skills required in the field of health and safety and first aid and how to deal with accidents and problems that may arise.

1. The trainee is concerned with personal health and hygiene.

2. The trainee learns how to do first aid

3. The ability of the trainee to deal with accidents and emergencies 4. The trainee distinguishes between different accidents

5. The trainee can perform first aid

6. The trainee deals with accidents professionally by learning about prevention methods 7. The trainee learns how to manage crises and risks

The concept and importance of health 4 8

Good nutrition and human body 2 8

personal cleanliness 2 4

first aid 2 12

The impact of hotel architectural planning on public safety 6 8

The importance of security precautions in hotels 6 4

Hotel accidents 4 8

Fires 4 8

Hotel security department 2 4

Total 32 64

96

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Page 18 of 50

12

The concept and importance of health:

- The concept of physical and mental health - The importance of human health

10

Good nutrition and the human body:

- The concept of good nutrition - Nutrition and the human body - Nutritional energy

- Energy-generating nutrients

Written exams

6

personal cleanliness:

- Hygiene and hygiene conditions that must be observed by front office workers

- hair care - Skin care - Nail care

- Caring for the outfit

14

first aid:

- Defining it - the definition of a medic - an ambulance bag - a heart massager

Ambulance :

- Bleeding, wounds, burns, fractures, heart, airway obstruction, unconscious

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Page 19 of 50

14

The impact of hotel architectural planning on public safety and the equipment required to achieve safety:

- Procedures to consider when designing front offices - The procedures to be observed with alarms, fire and

emergency exits

- Ensure the safety and operation of elevators

- Ensuring the safety and operation of air conditioning and hygiene

- Equipment required for the reception hall - Equipment required for rooms

- Equipment required for times

- Fittings required for food and drink departments - Equipment required for public areas

- indicative plates

Occupational safety conditions for front office workers

Written exams And Projects

10

The importance of security precautions in hotels:

- Safety of workers and guests - Safety conditions in hotels

- Safe equipment and working conditions - Storage and safe arrangements

- The proper way to carry something heavy - Good ventilation and lighting

12 Hotel accidents:

- Stealing

Written exams And

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Page 20 of 50

- the kill - Death

- The threat of bombs - Quarrels

- Actions to take when incidents occur - Epidemics and ways to prevent them

Role-playing

12

Fires:

- safety - protection - Combat

Firefighting according to scientific methods - Types of portable fire extinguishers - How to use extinguishers

Written exams

6

Hotel Security Department:

- The importance of the security department and the location of the security section of the organizational structure

- Security problems that the hotel may be exposed to - Security awareness for guests

- Cooperation procedures with the security authorities in the country

- Civil establishment team document for hotels

Written exams

References

 Health Care Organizations Department, authored by Dr. Nader Abu Sheikha, 2016

 Public Health and Safety Principles, by Ibrahim Abaza and others, 2016

 Occupational Safety, Written by / M. Muhammad Bashir Al-Dahshan, 2016

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Code GHOT 241 Prerequisite Introduction to Computer Applications/ ICMT 101

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

Training 0

This course covers training in the use of a specialized computer program, in which to learn how to deal with software applications associated with it and to grant powers to users and to ensure the correctness of information and reservation operations.

This course aims to provide the trainee with the basic skills to deal with the computer program specializing in front office applications and how to make reservations, accommodate guests, and provide services to them in a way

1. The trainee completes the reservation applications for individuals and groups on the specialized program in the front offices

2. The trainee deals with the program professionally through the use of the program's functional keys

3. The trainee performs the reception and placement tasks for individuals and groups on the program

4. The trainee determines the type of specialized programs used in the hotel departments 5. The trainee explains the room data, condition, price facilities and related services

6. The trainee understands the advantages and characteristics of employing modern technology in hotels and the quality of technological applications in every part of the hotel

7. The trainee learns the most important terms in the English language used in various program applications.

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Page 22 of 50

Employing modern technology in hotels 4 8

Technology uses in hotel departments 4 8

Specialized programs used in hotel departments 4 8

Specialized programs used in the front office section 4 8

Popular types of computer programs 2 4

How to run the specialized program in offices 4 8

Completion of reservation applications for individuals and groups 4 8 Carrying out reception and placement tasks for individuals and groups on

the program 4 8

Applications dealing with tourism companies on the program 2 4

Total 32 64

96 The detailed curriculum (theoretical and practical)

12

Technological uses in different hotel departments:

- Front office section

- Food and Beverage Division - Marketing and Sales Department - financial department

- Maintenance Department - security Department

- Department of Human Resources - The rest of the hotel

- Perception of future technologies

Oral exams Written exams

12

Specialized programs in the hotel departments - Specialized programs in the back offices - Specialized programs in front offices

Oral exams Written exams 12 Popular types of computer software used, such as: Oral exams

- OPERA ENTERPRISE SOLUTION - FIDELIO SUITE 7

- FIDELIO SUITE 8 - MYFIDELIO.NET

- The structure and evolution of each program

- The advantages and costs of operating each program - Electronic applications related to each program such as:

- CREDIT AUTHORIZATION AND SETTLEMENT

Written exams

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Page 23 of 50 - DOOR LOCKING SYSTEM

- MICROS POS SYSTEM

- ENERGY CONSERVATION SYSTEM - SALES & CATERING SOFTWARE - OPERAPALM

- Electronic link to in-room beverage fridge and hotel phone system

12

How to run the program and use the function keys on the program

- The program's location on the device's hard drive - How to run and access the program

- Navigate between different program structures

- The importance and functions of the functional keys and how to use it

12

Manage various reception tasks

- Manage today's tasks from canceled arrival rooms, departure rooms and reservations

- Managing the electronic registration file for users - Manage the devices associated with the program

electronically

- Manage phone functions from viewing, printing and settling account phone calls

- Manage guest wake-up calls

12

- Applications dealing with tourism companies and corporate accounts

- List of tourism companies, their commissions and checks that are dealt with

- Online migration of the tourism company account to the debt-collection center payable

- Record and amend the commission details due on the inmate's room and settle them accounting

- Reviewing and posting corporate accounts

- Settlement of corporate accounts and closing bills

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Page 24 of 50

15

- Reservation applications for individuals and groups - Reservations employee tasks that can be performed on the

computer

- Managing requests for reservations on the program according to the needs of the guests and according to the availability of the hotel rooms

- Make a new reservation and search for previously booked reservations.

- Confirm, amend, cancel, reactivate and delete reservations - Register guests' personal data and receive payment

advances for reservations - Manage reservation queues

- Manage reservations over availability and transfer reservations

- Print reports about reservations

- Search for data pages for individuals and companies - How to edit a guest's listing

- Merging data pages

- Manage additional reservation tasks such as:

- Direct the restrictions due to be automatically posted to the customer’s bill according to the code of each section - Confirmation of payment by another party such as the

tourism company

- Manage notes on guest requests - Print the registration card

- Manage the accommodation services package - Obtaining bank approvals for credit cards - Print and send a reservation confirmation letter

- Determine the data of accompanying persons in the room - Transferring the reservation to the waiting list for

reservations

- View the list of changes made to the reservation

Oral exams Written exams Practical performance

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Page 25 of 50

- Query the structure of the reservation price data

- Create a copy of the reservation with a different number - Review the history of guests before at the hotel

- Manage the meal plan for guests at the hotel - Edit messages addressed to guests

- Carry out reservations for group members and allocate rooms for each guest in the group

- Convert the group reservation to another date - Repeated group reservations at different times

10

Guest Relations Management

- Save the personal data of the guests

- Keeping data on the history of previous guests - Guest activities and requests during their stay

- List of events, events, recreational and sports activities

15

The reception and placement tasks of the program - Accommodation for guests, without reservation - Guest data for arrival / residents / departures

- Carry out placement tasks and record personal data of individuals and groups

- Manage the message box for individuals and groups - In-house guest location service

- Allocating rooms and transferring the guest from another room

- Cancellation canceled

- Review a guest’s bill and reactivate a reservation for a departed guest

- Assign a guest's phone or fax line

- Automatic registration of daily restrictions on the guest’s bill

- Statistics and data on rooms and guests

15

Manage various reception tasks

- Manage today's tasks from canceled arrival rooms, departure rooms and reservations

- Managing the electronic registration file for users - Manage the devices associated with the program

electronically

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Page 26 of 50

- Manage phone functions from viewing, printing and settling account phone calls

- Manage guest wake-up calls

15

- Applications dealing with tourism companies and corporate accounts

- List of tourism companies, their commissions and checks that are dealt with

- Online migration of the tourism company account to the debt-collection center payable

- Record and amend the commission details due on the inmate's room and settle them accounting

- Reviewing and posting corporate accounts.

- Settlement of corporate accounts and closing bills

References

 SCHNIDALL, RAYMOND S. (1999) HOSPITALITY INDUSTRY FINANCIAL ACCOUNTING, EDUCATIONAL INSTITUTE OF AMERICAN HOTEL AND LODGING ASSOCIATION

 Hotel Front Office: Operations and Management 2016 ,by Jatashankar R. Tewari (Author)

 Marketing Strategies, by Thamer Al-Bakri, 2012

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Code GHOT 222 Prerequisite Front office-1 / GHOT 121

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

Training 0

This course covers training on the importance of front offices and the departments that have a relationship with it, as well as training on the nature of operations that take place in it, and is considered complementary to front offices - 1

This course aims to provide the trainee with advanced skills related to the work of the front office division and its relationship with other departments and how to deal with them

1. The trainee prints the room reports to find out the room numbers whose billing counter will be cleared.

2. The trainee learns the methods of receiving the cash box, as it contains the sums of money as custody of the employee

3. The trainee records the calculations from the hotel's departments that belong to the guest through the system.

4. The trainee shall link all invoices related to the guest through the system and print them.

5. The trainee prepares the guest account using the final account bill.

6. The trainee helps the guest to keep his belongings and deliver them to him upon departure.

7. The trainee shall be given the guest the departure date in writing.

Front office section 8 12

telephone service 4 12

Front office treasurer services 8 16

Night checker services 4 8

Departure services 8 16

Total 32 64

96

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Page 28 of 50

20

Front office section:

- A brief introduction to the front offices

- A brief introduction about reservations, reception and inquiries

- Business center services

16

telephone service

- The role of the phone in serving guests - Workers in the telephone department

- Equipment in the telephone department and training in it - Skills required for workers in the telephone department - Types of communication and how to deal with them - The role of the telephone department in cases of

emergency and complaints

- Forms used by the telephone department

24

Front Office Cashier Services:

- The role and nature of the cashiers work - Front office tasks and duties

- Specifications of exchange workers at front offices - Accounting cycle for guest

- Foundations of accounting in front offices

Written exams And Discussion

12

Night checker services:

- Reports prepared by the night reviewer - Models used at night references

24

Departure services

- Departure steps and operations

- The role of workers in the departure process

- The importance of saving customer data after departure

References  Fundamentals of Individual Service, Written by / Abdel Nasser Awad Jabal, 2012

 Accounting principles, translation / Dr. Mustafa Mohamed, 2014

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Name Human Resources Management Course

Code UMAN 231 Prerequisite Principles of Business Administration - UMAN 101

Credit hours 4

(Hour/ week)

Lecture 3

Practical 2

Training Course Description

This course covers training on basic concepts of human resource management, where the importance of human resources is recognized, how to plan, organize, implement and build organizational structures, and training is also done on the best methods of training and evaluation.

This course aims to provide the trainee the basic skills to manage human resources within the facility and how to deal with it

18. The trainee learns about the historical development of human resource management

19. The trainee understands the stages of the human resource organization and planning process 20. The trainee uses methods of analysis and design work.

21. The trainee will be able to know the recruitment process in human resources management.

22. The trainee can evaluate jobs and determine wages.

23. The trainee learns about methods and models for job performance evaluation.

The concept and development of human resources 6 4

Organizing and planning human resources in hotels 12 4

Analysis and design work in hotels 6 6

Polarization and selection 6 4

Training 6 4

Wage system 6 4

Performance evaluation for hotel workers 6 6

Total 48 32

80 Procedures of Safety Requirements:

1. The safety instructions mentioned in the (Health and Safety Hotel) decision must be adhered.

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Page 30 of 50

10

The concept and development of human resources:

- The concept and development of human resources - Islamic and Western concept of human development - The importance of human resources in hotels

- The main goals of human resources management

16

Organizing and planning human resources in hotels - Organization in the management of human resources - The concept and importance of human resource planning - HR planning goals

- Stages of human needs planning - Planning impediments

10

Polarization and selection

- Attracting and selecting hotel workers - Steps in the process of attracting workers - Internal and external sources

- the choice

- Stages of the selection process - Appointment

10 Training

- Training in hospitality, types and stages

Oral exams Written exams Practical performance 10 Wages

- Wage concept

Oral exams Written exams Practical performance 10 Performance evaluation for hotel workers

- The concept of performance evaluation and its methods

References

 Human Resource Management, written by / Mahfouz Ahmed Goda, 2013

 Operational Planning, Authored by / Majed Saud Al-Awashin, 2012

 Entries for job performance management in the Kingdom of Saudi Arabia, author / Nahed Al-Harbi, 2015

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Name Hotel accounting Course

Credit hours 3

(Hour/ week)

Lecture 2

Practical 2

Training

This course covers training in basic skills in accounting and how to settle daily accounts and then set hotel accounting standards for them, as well as training in preparing the budget.

This course aims to provide the trainee with the basic skills required for the hotel accounting system and deal with accounting problems.

1. The trainee receives and submits the trust and the cash box

2. The trainee prepares receipts and bonds for accounting operations 3. The trainee prepares and prepares guest bills

4. The trainee is able to receive and deliver the box 5. The trainee can know the types of accounting receipts 6. The trainee mastered the different payment methods 7. The trainee prepares the final accounts of the inmate

The importance of hotel accounting 4 4

Front office treasurer and settling guest accounts 8 8

Income and expense lists for production departments 8 8

Financial statements in hotels 8 8

Room pricing methods 4 4

Total 32 32

64

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Page 32 of 50

8

The importance of hotel accounting

- The nature and characteristics of hotel activity and its effect on the accounting system

- Designing the accounting system in hotels - Hotel accounting stages of work

- The Scientific Pillars of Hotel Accounting - The goals of the accounting system in hotels

- Responsibilities of managing accounts and their sub- divisions

- The unified accounting system for hotels and hotel accounting concepts

Written exams Oral exams

16

Front office cashier and settling guest accounts

- The relationship of the writer's forward cashier with accounts and divisions

- The characteristics of the front office teller - Front office teller business

- How to record daily restrictions

Written exams Oral exams

16

Lists of revenues and expenditures for the production departments

- Front office section

- Department of Food and Drink

Written exams Oral exams 16 Financial statements in hotels

- Income statement and balance sheet Written exams

8

Room pricing methods - Pricing targets - Pricing methods

- Market study for pricing

- How to calculate the cost of hotel rooms

Written exams And Field visit

References

 Fundamentals of Accounting, by / Majbour Jaber and others, 2014

 Fundamentals of Cost Accounting in Industrial Establishments, by Ahmed Zamel, 2012

 International Financial Reporting Standards, Written / Ralph Tiffin, 2015

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Name Housekeeping department Course

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

This course covers training to provide the trainee with the skills of organizing and operating the hotel management department in an effective way, while continuing to raise the level of performance of workers in providing distinctive services and hygiene throughout the hotel.

This course aims to provide the trainee with the skills to organize and operate the hotel management department.

1. The trainee applies the department's circulars that must be followed

2. The trainee understands how the department meets daily under the supervision of the department head

3. The trainee prints room status reports

4. The trainee learns from the guest about the notes during the stay and wrote them in a special form

5. The trainee shall provide the public services to the guest if requested to win the guest's satisfaction

6. The trainee gets to know all departments of the hotel and their relationship to hotel management 7. The trainee explains all the different types of rooms in the hotel to the guest, stating all the

benefits that the guest might get.

8. The trainee is acquainted with all the services provided in the hotel related to employees and guests, especially those that obtain guest satisfaction

9. The trainee is familiar with all the reports prepared by the department 10. List the tasks related to the department's employees

11. The trainee learns about the storage methods inside the hotel management department 12. The trainee is familiar with the correct cleaning methods

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Page 34 of 50

Units (theoretical and practical) Training hours Theoretical Practical The importance of managing hotel management in hotels 4 4 Organizational structure of the hotel management department 2 8

Inventory 8 16

Washing machine 4 8

Cleaning operations for rooms and public places 6 12

Control and budget in the management of hotel management 8 16

Total 32 64

96

Procedures of Safety Requirements:

The safety instructions mentioned in the (Health and Safety Hotel) decision must be adhered.

8

The importance of managing hotel management in hotels - Determines the type of housing

- Inquire from the guest about the notes during his stay - Print reports for hotel rooms

10

Organizational structure of the hotel management department

- Attend the department's daily meeting - It executes the notified instructions - Determines the possibility of housing

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Page 35 of 50

The detailed curriculum (Practical)

24

Inventory

- Enter data into the computer - Morning work behaviors

Oral exams Practical performance

12

Washing machine

- Increases hotel sales

- Shows the service for the guest

18

Cleaning operations for rooms and public places - Determines where to clean

- Ask the guest about the notes

- General knowledge and necessary skills

24

Control and budget in the management of hotel management

- The costs of the hotel management department - Control of linens in stores

- Control of room tools

- Budget for the Hotel Management Department

References

 Housekeeping Management by Matt A. Casado ,2012, John Wiley & Sons Inc

 Hotel House Keeping, A training Manual, Third Edition, SUDHIR ANDREWS, 2013

 Purchasing and storage materials management, authored by Suleiman Obaidat, year 2016

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Name Hotel Sales and Marketing Course

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

This course covers training on the importance of the hotel's marketing and sales department, where its importance is recognized and its relationship to other departments, as is training on the elements of the marketing mix of services, their promotion and acquisition of sales skills.

This course aims to provide the trainee with the marketing skills, knowledge, selling skills and persuasion to buy.

1. The trainee offers sales methods and persuades customers to purchase rooms and other hotel services for clients.

2. The trainee conducts the suggested sale.

3. The trainee is trying to develop a successful marketing plan for the hotel.

4. The trainee understands the concept of marketing and sales and the difference between needs and desires

5. The trainee learns about the relationship of the hotel receptionist with the Marketing and Sales Department.

6. The trainee lists the ways and means of developing hotel sales.

7. The trainee learns the elements of the marketing and promotional mix.

8. The trainee creates the organizational structure of the marketing and sales department in the hotel, in which he clarifies the management hierarchy and work methods in it.

The concept and importance of marketing 2 4

Marketing management and organizational structure 4 8

Marketing mix of services 4 8

Promo mix 4 8

Marketing analysis (competitors) 6 12

Market segmentation 4 8

Sale 4 8

Dealing with leads' personalities 4 8

Total 32 64

96

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Page 37 of 50

6

Marketing concept:

- Definition of marketing - The importance of marketing - The concept of service marketing - Needs and desires

- Effective marketing steps - E-Marketing

Oral Exams Direct observation

12

Marketing management and organizational structure:

- The functional structure of the hotel marketing and sales department

- Job description for the most important jobs in Marketing Department

Written Exams Field visits to hotels and

discussions with marketing and sales department officials

12

Marketing mix of services: (7ps) - the product

- Pricing - distribution - Promotion

- The human element - Physical element - Processes

Oral tests And Study cases

12

Promotional mix:

- Promotional mix items - Objectives

- Factors affecting the selection of the promotional mix - Planning promotions

- Applications of promotional programs on hotel services

Oral tests Written tests

18

Marketing analysis (competitors):

- Methods of analyzing competitors

- Measuring the strengths and weaknesses of marketing

12

Market segmentation:

- Understood - the conditions - Retail standards - Target markets

12

Sale:

- The concept of selling - Salesman features

- The essence of the sales process (building relationships) - The main points of sales success

- Pre-sale skills

Oral tests Study cases

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- Skills during sale - After sales skills

- Influence and persuasion skills - Selling methods

- Tactical selling skills - Brand building

12

Dealing with leads' personalities:

- The dominant leadership character - Extroverted personality

- Peaceful and patient personality

Study cases And Written tests

References

 Hotel Marketing, Written by Omar Jawabreh Al-Malkawi, 2012

 Communication skills, author / Dr. Bilal Al-Sakarneh, 2015

 Tourism and Hotel Marketing Written by Dr. Falah Al-Zoghbi, 2013

 Promotion and commercial advertising, by / Bashir Abbas, 2013

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Code GHOT 242 Prerequisite Computer in hotels-1/ GHOT 241

Credit hours 4

(Hour/ week)

Lecture 2

Practical 4

This course covers training the trainee to acquire the basic skills to use the hotel computer program specialized in front office tasks that the receptionist carries out from the procedures of accommodation and reservation. The trainee will know how to deal with the program applications related to all sections of the hotel.

This course aims to provide the trainee with the basic skills in the field of dealing with the computer specialized in front office applications and familiarity with other software applications related to this program. You will also learn about the tasks of front office cashier, room management, night review tasks and printing reports.

Cognitive and procedural objectives

1. The trainee performs the tasks of the front office cashier on the specialized program in the front offices 2. The trainee determines the quality of specialized programs and software applications used in the hotel

departments and is linked electronically to the programs used in the front office section

3. The trainee deals with other software applications related to the front office program in the reception section electronically

4. The trainee learns the most important terms in the English language used in the various program applications

5. The trainee can statistically express the money changer and room data and structure reports on the program

Front office cashier tasks on the program 8 16

Chamber management procedures 8 12

Night review 4 4

Print reports 4 4

Dealing with software applications related to the program electronically 8 8

Total 32 32

96 Procedures of Safety Requirements:

The safety instructions mentioned in the specifications manuals attached to the network devices and computers in the laboratory must be observed

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Page 40 of 50

24

Front office teller tasks

- Prepare bills and carry out departure procedures.

- Record restrictions on the guest’s bill during his stay - Prepare bills to make the departure

- Settlement of guest accounts according to the payment methods as in using a program

- The credit card account adjustment associated with the front office program

- The ability to transfer entries between bills

- Transfer the entire bill from a guest account or group to another guest account

- Amendment, carry-over and cancellation of restrictions - Split the bill into different parts

- The process of directing and merging constraints - View and print invoices in different styles - Include fixed restrictions

- View details of restrictions, calls and new changes to them

- Record amounts to be paid on the bill

20

Executing additional teller tasks - Foreign exchange rate display - Cash exchange for travelers checks - Prepayment registration

- View and print invoices for previous guests - Print reports of the cashier

- Print invoices in bulk

- Collections posted on more than one guest account - Transfer cash to and from the hotel's main bank - Receiving or exchanging small cash amounts - Teller closure tasks

- Make a quick departure