Bharatiya Vidya Bhavan :: Delhi Kendra

Paper I	:	Front Office Operations & Management
Paper II	:	Food And Beverages -Services
Paper III	:	Sales And Marketing With Hotel Accounts
Paper IV	:	House Keeping And Maintenance
Paper V	:	Hospitality Oriented -German Language
Paper VI	:	Project Report
Paper VII	:	Viva - Voce

SESSION : XV (15th Batch)

2005-2006 AD

A constant endeavour is made to identify the changing needs of the Industry so as to improve the contents of the Course, in conformity with the latest Technological developments and change in the needs and demands of the Tourists both Domestic and International. The course is so tailored, as to meet the ever changing demand of the Guests and the Leisure Hospitality & Service Industry.

PAPER I

Front Office Operations & Management

Marks 50

Front Office : Modern concept - Room Sales Department. Business Centre: Front Office is a Drivers Seat: It is essentially a coordinating agency with other Departments like Sales and Marketing, House Keeping and Food & Beverages.

1.	Hospitality Industry
	a) Introduction to hotel industry b) Overview of accommodation. c) Modern trends and growth of industry d) Evolution of Modern Hotel.
2.	Size
	a) Grouping hotels on the basis of size, guest profile and Functional aspects. b) Commercial hotels, airport hotels, resort hotels, city hotels, time share and condominium, heritage hotels, Motels. c) Conference and convention centres.
3.	Supplementary accommodations.
4.	Heritage Hotels, Palace Hotels.
5.	Classification of Hotels on Star system
6.	a) Basis of room tariff charges and various types of room plans. European, Continental, American and Burmuda, Modern American Plans. b) Types of Rooms in Hotels
7.	Ownership and affiliation:
	a) Independent hotels. b) Chain hotels. c) Franchise and referral groups. d) Management
8.	Organisation of lodging properties.
	a) Organisational missions, goals and strategies b) Organisational chart and its functional areas. c) Front office organisation (Staffing including uniformed staff) d) Job description e) Functional organisational of F.O. department.
9.	F.O. Operations :
	- Reservations. - Types of reservations. - Tentative or confirmed reservations. - Guaranteed reservations-pre-payment, credit cards, travel agent and corporate. - Non guaranteed reservation. - Sources of reservation. . - Reservation enquiry. - Central reservation system. - Intersell agencies. - Group reservations
10.	Reservation availability, various charts, computerised system, CRS, reservation records, confirmations, amendments, cancellations, expected arrivals and departures, processing deposits, reservation history.
11.	Front Office Computer Application.
	- Room Inventory. - Status. - Availability.
12.	(i)	a) Registration b) Reservation, Guest Data. c) Reports d) Self check-in : Walk In Clients
	(ii)	Posting, paid-outs, miscellaneous charges, telephone display folio.
	(iii)	Call accounting
		- Guest information - Employee information - Post charges - Messages - Wake up calls.
	(iv)	Inquiries
		- Reservation - Registration - Check-outs - Credit balances
	(v)	Security
		- Thieves - Fire alarm - Burglar alarm - Security code
	(vi)	Guest Folio
13.	F.H.R.A.I. : I.H.A. : I.T.D.C. Hotel Guide.
14.	a) Handling of Guest mail, Messages b) Co-ordination with other departments c) Handling of keys - types of keys. d) Handling of Pagers, Fax, E-Mail etc. e) Telephone Handling
15.	Visitor's Tabular Ledger Guest Weekly Bill NCR Machines, Maintenance of Cash book, Night Auditor Whitney charts.
16.	Approvals required, Relations with Trade.
17.	Tourism
18.	Guest satisfaction
19.	Value based education in Hotel Management. Exposure to Cultural Heritage of India and to Tenets of Bharatiya Vidya Bhavan.
20.	Application of Management Principles :
	1. Time Management 2. Manpower Management 3. Resource Management 4. Time and Motion Study 5. Conflict Management 6. Cost-Benefit Analysis
21.	Practicals

PAPER II

Food And Beverages -Services and Operations

Marks 50

1.	Introduction to the Food & Beverages Department -Service aspects and skills
	a) Classification of catering establishments.
2.	a) Types of F & B Outlets
		- Restaurants, Club : Lounge - Coffee Shops - Banquets and Buffets - Room Service - Grill Room - Discotheques - Night Clubs - Bar / Pub - Garden Cafe - Pool Side - Out Door Catering - Ice Cream Parlour
3.	Inter-Relationship between F & B and other deptts.
4.	Duties and Responsibilities of F & B staff.
5.	Attributes of a Waiter I Steward.
6.	Pantry - still room, hot section wash up.
7.	Mis-en-place, Mis-en-scene.
8.	Types of services
9.	Menus - Table-de-hote
	A La Carte Banquet, Flambe Buffet, Breakfast Menu -Conti, American & English
10.	French Classic Menu
11.	Menu Planning & Menu Merchandising
12.	Beverages -Alcoholic I Non Alcoholic -Sherbats.
	a)	Classification of Beverages - spirits - other : Alcoholic & Non Alcoholic
	b)	Wines- Definition of wines, categories -table, fortified & sparkling (red & white)
13.	Liquors, Beer, Rum, Vodka, Whisky, Gin: Cocktails.
14.	Basic Cocktails and recepies
14A.	Restaurant Sales Control KOT, Tips, Service Charges
15.	Kitchen Organisation.
16.	Coordination of kitchen with other deptts.
17.	Duties of kitchen brigade.
18.	Various sections of kitchen: Pantry, saucier, garge manger, butchery etc.
19.	Regional Cuisines : International Cuisine.
20.	Storage
21.	Factors affecting food cost control
22.	Basic salad dressings
23.	Different types of saucer, stocks etc.
24.	Cooking Methods.
25.	F & B Controls -Purchasing, receiving, storing, issuing stock-taking etc.
26.	Standardisation of Recipes.
27.	Portion Controls.
28.	Introduction to Flight Catering, Railway Catering, Hospital and Hostel Catering, Canteens, Fast Food Restaurants, Take away joints, Parlours.
29.	Restaurants- Different types Bars -Various types Breakfast -Different types Different Methods of Cooking Different Methods of Service. Different types of cuisines: Domestic & International Banquets and Buffets Yoga Food: Cold Buffets Salads: Cheeses: Ice Cream Parlours: Bakery : Sandwitches : Confectionery Fast Foods: Specialty Restaurants Flight Catering: Out Door Catering Canteens, Railway Catering, Hospitals
30.	Mid way Restaurants: Private Dining Room Soups and Sauces: Desserts: Bakery : Confectionary Menu Planning: Menu Cards : 5 Course Intercontinental Cuisine : Automats and Vending Machines. Pottable Water: Dish Washing -3 Tier System Crockery : Cutlery : Linen: Glassware Silverware: Cooking Utensils Cold Storage: K.O.T. Cheques. Laying of Tables: Flambe Dishes Desserts: Continental and Indian Portion Controls: Costings
31.	Beverages: Alcoholic and Non Alcoholic Hot and Cold Appetising -Nourishing: Refreshing
32.	L.3 and L.5 Licenses -Measures.
33.	Balanced Food: Nutrition: Garnishings
34.	Tips: Service Charges -Sales Tax: Entertainment Tax.
35.	Practicals.

PAPER III

Sales and Marketing in Service industry With Hotel Accounts

Marks 50

I.	Marketing
	1.	Management
		Various functions of managers, skill required for managers, managing hotels. Successful Sales Calls.
	2.	Sales & Marketing
		Definitions of Marketing. Modern Marketing Concepts, Marketing Approaches -Role and relevance of Marketing Difference between Selling and Marketing. -Special features of Hotel Marketing Marketing Mix -Primary and Secondary Indices Primary Indices -Hotel as a Product. Customer moves to the Product. Locating a Customer. Pricing, Promotion and Place (Distribution) strategies. Secondary Indices -Size, Colour, Label, Packaging, Length of stay etc. Marketing Tools -Advertising, Publicity, Sales Promotion, Personal Selling, In-House Promotion, POP, Public Relations, Presentations. Market Segmentation. Market Research and forecasting . Marketing Techniques applicable to Hotel Industry Marketing of Banquets, Conferences, Conventions etc. Latest Trends in Hotel and Catering Industry.
II.	Hotel Accounts
		Maintenance of hotel accounts, daily statements, ledger, foreign exchange regulations, taxation reliefs, profit and loss accounts, balance sheet ratios, ratio analysis, budgets. Purchases: Storages: Security. Maintenance of Hotel Accounts: Restaurant Accounts -Daily Statements; Ledgers; Foreign Exchange Regulations; K.O.T. : Occupancy Ratio. How to prepare a cheque. How to prepare a Guest Bill. Role of Computerisation. Credits and Debits: Purchasing Procedures: Taxation Reliefs, Depreciations: Balance Sheets: Profit and Loss Statements: Accounts Ratio: Operational Ratios: Budgets: Targets : Forecastings : Occupancy: Hotel Operations and Controls Bank Reconciliation.

PAPER IV

House Keeping and Maintenance

Marks 50

House Keeping

1.	Role of housekeeping -backbone of a hotel.
2.	Functions of housekeeping deptt.
3.	Types of rooms.
4.	Organisational structure of H.K. deptt. (small, medium and large hotels)
5.	Duties & Responsibilities of Exec. Housekeeper, Deputy housekeeper, floor supervisor, room attendant, houseman.
6.	Cleaning equipments and cleaning agents.
7.	Daily cleaning of room, bathroom Public Areas. a. Handling of ordinary, V.I.P. & V.V.I.P. rooms. b. Special cleaning programme, public areas, cafeteria etc.
8.	Lost and found, missing and damage procedures and records: Fire Hazards.
9.	Hygiene and safe methods of cleaning. Hygiene & Sanitation. Sewage disposal.
10.	Inter departmental co-operation.
11.	Linen / Uniform Room a. Different types of Floor b. Duties and responsibilities of linen room staff
12.	Stain Removal and its importance.
13.	Laundry in-house, contract, equipment, method.
14.	Special decorations -Deepawali, X-Mas, Birthday etc.
15.	Pest Control
16.	Flower arrangements and its principles. Environmental Management Landscaping.
17.	Basics of Interior Decoration
18.	Safety Procedure and precautions, Fire Safety.
19.	Maintenance - 9 gems of maintenance.
20.	Bed-making : Turn over Service.
21.	Emergency Procedure handling eg. Sickness, death etc.
22.	Types of Budgets and their importance
23.	Textiles and types of fibres
24.	Practicals
25.	Maintenance: 9 Gems -Mason: Painter: Airconditioning. Electrician: Tailor: Plumber: Gardener: Carpenter: Staff Organisation : Inventory : Stocking Procedures Bin Cards. Storage Temperatures, Storage Techniques and Skills.
26.	Valet Service
27.	Baby Sitters.
28.	Interior Decoration and landscaping

PAPER V

Hospitality oriented -German Language

Marks 50

1.	Built up vocabulary of 200 words.
2.	Days: Months: Colours : Fruits. Vegetables. Parts of Body. Gender : Plurals.
3.	Timing: Countings : Plus: Minus: Multiplacation Division.
4.	Reception at a Hotel: Restaurant: Bar Travel Agency: Tour Operation: Car Hire.
5.	Tourists handling at Hotels: Bars Restaurants: Airports, Railway Station . Ships: Bazaars.
6.	Greetings: Entertainment Places.
7.	Conversational Phrases and Sentences: Emphasis on Spoken Language.
8.	Translations English and German
9.	Comprehensions
10.	Letter Writing
11.	Basic Grammar
12.	Hospitality Oriented -Conversational Language Phrases and Sentences
13.	Self Introduction Home: Family
14.	How to face an Interview

PAPER VI

Project Report

Marks 50

Study Paper connected with the course.
Last Date of submission: 30.04.2006 AD.
Guidance will be provided to Students on preparation of Project Reports. The Project report is an in-depth study of any topic connected with the course. It should form your base for your entry into the industry. It is your specialisation in the field. Last Date of submission of Project Report is 30.04.2006. Emphasis is on Field Surveys.

PAPER VII

Viva -Voce

Marks 50

Grooming / Finishing of the students; in this Hospitality and Service Industry both In Domestic and International fields. The students should acquire skills for successful careers in the Industry. The Students must learn speech, Etiquette, manners and skillful presentation of facts. How to conduct yourself with Guests, Hotel decorum. Ambience to be assessed. How to face an Interview.