BVoc Hospitality Tourisum Syllabus BOD item no 42_1 Syllabus Mumbai University

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Syllabus for B. Voc.
(Hospitality and Tourism)
under the UGC Scheme for providing skill
Based Education under National Skill
Qualification Framework (NSQF)


Shri. S. H. Kelkar College of Arts,
Commerce and Science, Devgad

Affiliated to University of Mumbai

Phone: 02364 – 262237, 261117
Email : dcdevgad@gmail.com


2018 -19

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The curriculum in each of the years of the programme would be a suitable mix of general
education and skill development components. The General Education Component shall have
40 % of the total credits and balance 60% credits will be of Skill Component.
The general education component should adhere to the normal university standards. It should
emphasis and offer courses which provide holistic development .

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O. 6502 - B. Voc. ( Hospitality and Tourism )
Semester – 1
General education Credits
Paper 1
Language study: English
Unit I
Vocabulary -word power; grammar -common errors and sentence
building, phonetics; reading comprehension and vocabulary building
psychometrics; aptitude and personality assessment and testing
Unit II
Basic languages, Tenses, one word substitution, Synonym &
antonym, special terms related to management studies
Unit III
Basic letter writing
Letters of enquiry, Quotations, Orders, Complaints, Apologies,
Requests & replies from hotels point of view, sample official letters,
Circulars, Letters connected with sales, Letters for financial
arrangements
Unit IV
Extempore speaking
Elocutions, etiquettes & manners, phonetics
Report writing
Basic format of reports, investigate reports on accidents, evaluation
& appraisal reports, miscellaneous reports connected with hotel
industry
Writing bio -data for interviews

Books :
Bellare, Nirmala. Reading Strategies. Vols. 1 and 2. New Delhi.
Oxford University Press, 1998.
Bhasker, W. W. S & Prabhu, N. S.: English through Reading, Vols.
1 and 2. Macmillan, 1975
Brown, Ralph: Making Business Writing Happen: A Simple and
Effective Guide to Writing Well. Sydney: Allen and Unwin, 2004 6

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Hamp -Lyons, Liz and Ben Heasiey. Second edition. Study Writing:
A Course in Writing Skills for Academic Purposes. Cambridge:
CUP, 2006
Freeman, Sarah: Written Communication. New Delhi: Orient
Longman, 1977.
Paper 2
Unit I
National tourism policy 2002
Tourism and national development in India, tourism development,
Scope for employment generation in tourism sector
Maharashtra Tourism Policy 2016
Vision, Mission, Objectives and Targets of Maharashtra Tourism
Policy 2016, Policy related to Film Tourism, Rural Tourism,
Adventure Tourism, Public Private Partnership Model for growth in
tourism sector
Unit II
The dimensi ons of tourism: Attraction, Facilities, Transportation,
Hospitality.
Various organizations: International Union of Official Travel
Organization (IUOTO), World Tourism Organization (WTO),
International Air Transport Association (IATA)

Unit III
Introduction - Identifying the different sectors of tourism industry,
Classification of tourism, Knowledge of types of travel, Learning
about types of travelers , Understanding various travel, related
services, Functions of travel consultant and travel agency
Pack age Tours - Understanding the concept of package tours,
Developing knowledge of different types of tours for customers.
Purpose of Travel - Establishing the purpose and objectives of
travel,
Identifying the needs of the customers in plan ning tours,
Understanding the geographic preferences for the customers.

Unit IV

Customer travel requirements - Collecting information from the
Customer to plan his tour, Coordination with customers for other 6

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travel related services, Understanding the budget of customer for
travel.

Knowledge about the various travel plans that could be told to
Guests Planning the itinerary for inbound and out bound tours as
per customer requirements - Understanding the importance of
planning an itinerary, developing an itinerary different destinations
from start to the end of the journey, Mapping the destinations, To
identify the tourist places of interest to the customer to be included
in the itinerary Understand the distance between the different
destina tions, To communicate with customers the time taken for
the each activity Developing a list accommodation places
according to the preferences of the customer Developing a list of
food and beverage service outlets according to the preferences of
customers Costing and budgeting for the tour.

Books:
T. Walter Wallbank “Civilisations Past and Present” - Scott
Foresman, London,
1978
Nisbet “Social Change and History” - OxfordUniversity Press, 1972
Gilbert Sigeauxz “History of Tourism”.
Herbert “Herit age Tourism and Society”.
J. Christopher Holloway “The Business of Tourism
Burkhardt and Madlik ”Tourist Past, Present and Future” -
Butterworth, Heinemann, several editions
Jain, Hukumchand and Mathur, Krishna., Adhunik Jagacha Itihas, K
Sagar Publication, Pune 2006.
Kadam, Y.N., Visavya Shatkalin Jagacha Itihas, Phadke Prakashan,
Kolhapur, 2005.
Kulkarni, A.R and Deshpande., Adhunik Jagacha Itihas, Vol. I and
II, Snehvardhan Publishing House, Pune, 1996.
Sakure, Vijaya and Kathare, Anil., Jagtik Itihasat il Stithantre,
Chinmey Prakasan, Aurangabad, 2011
Skill Component:
Paper 1
Grooming hygiene and Body Language 4

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First Aid
Welcoming and Receiving Guests.
Giving Information to Guest - Places of Historical /Tourist
importance
Duties and responsibilities of a Front Office Assistant with regards
to registration.
Paper 2
Communication skills :
Group Discussions
Telephone Handling and Telephone Etiquettes
Presentations
Book Reviews
Vocabulary and Language Games
Get information about different travel packages & travel Agencies 4
Paper 3
Identify and provide advice on popular destination countries
Advise on modes of transportation, accommodation, and tour
products
Accommodation products other than hotels 4
On job training/ Practical Internship
Each student of Vocational Courses shall undergo Practical
Internship of one month (daily 6 hrs: a minimum of 168 hours) in a
Business/Industrial/Govt./Service organization.
The objective of this training is to make the student acquainted with
the industr ial / business working environment. After completion of
the training they will have to submit a training report by the date
fixed by the College.
The students will also have to submit a performance certificate from
the company where he/she undertook the t raining. This report will
also be considered while evaluating the training report by
examiners.
Alternatively, if it is not possible to do industrial internship the
students will prepare a project report on a topic assigned to him/ her
by the college. The project report will be evaluated as above. 6
Semester – 2

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General education:
Paper 1
Entrepreneurship and tourism products
Unit I
Meaning, elements, determinants and importance of
entrepreneurship and creative behavior. Dimensions of
entrepreneurship: intrapreneurship, technopreneurship, cultural
entrepreneurship, international entrepreneurship, netpreneurship,
ecopreneurship, and so cial entrepreneurship.
Micro, Small and Medium Enterprises.
Managerial roles and functions in a small business. Entrepreneur as
the manager of his business.
Unit II
Sources of business ideas and tests of feasibility.
Significance of writing the business plan/project proposal. Contents
of business plan/ project proposal. Designing business processes,
location, layout, operation, planning & control.
Requirement, availability and access to finance, marketing
assistance, technology, and industrial accommodati on
Role of self -help groups.
Unit III
Tourism products
Meaning and definition of tourism products, Characteristics of
tourism products, Different types of tourism products
Nature based tourism products
Culture based tourism products
Unit IV
Recreation base d tourism products
Adventure based tourism products
VFR tourism , Rural Tourism , Mass Tourism
Impact of Tourism
Environmental and Socio -Cultural Impacts, Economic and Other
impacts, Sustainable Tourism - Concept, Need & Importance,
Current Scenario 6

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Books/ re ferences:
Kuratko and Rao, Entrepreneurship: A South Asian Perspective,
Cengage Learning
Panda, Shiba Charan. Entrepreneurship Development .New Delhi,
Anmol Publications
SIDBI Reports on MSME
Anand M.M. (1976) – Tourism and Hotel Industry in India, Prentice
Hall of India Pvt. Ltd., New Delhi.
Badan and Bhatt - Eco Tourism
Singh, Nagendra P. Emerging Trends in Entrepreneurship
Development . New Delhi: ASEED
Gupta S. P., Krishna Lal (1999) – Tourism Mus eums and
Monuments in India, Oriental Publishers,New Delhi
Chopra Sunita (1991) - Tourism Development of India, Ashish
Publishing House, New Delh.
Tourism and Travel Techniques, Paper III, pp 170 -271
Paper 2
Tour operations management
Unit –I
Tour Operation: Definition - Concept -History and Growth of Tour
Operation business.
Types of Tour Operators, Organizational Structure, Forms of
Organization, Departments and its functions The Process of travel
decision making, Mode and Destination selectio n
Unit -II
Reservation and Cancellation procedures for Tour related services -
Hotels, Airlines, Cruise liners, Car rentals and Rail travel,
Commission Structures from Suppliers of Service
Unit -III
Tour Operation Documentation: Voucher -Hotel and Airline
Exch ange Order, Pax Docket, Status Report, Daily Sales Record,
AGT Statements -Credit Cards -Importance and Future RBI
Regulations for Tour Operators
Unit -IV
Managing Tour Operation, Field Operations - inbound and outbound, 6

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Managing Distribution
Role of Distri bution in exchange process, Selling through
distribution chains.
Distribution System in Tourism Operation Management of In -house
operations
Associations and Organizations promoting tour operators: IATO,
TAAI, ASTA, WATA, PATA, FHRAI, UFTA, European and I ndian
Directive on Tour operation
Books/ references
Travel Agency and Tour Operation, JM Negi;
Travel Agency Management, M.N.Chand;
Tour operations and Tour Guiding, J.N. Negi.
Studies in Tourism - Sagar Singh
Sustainable Tourism Development, Guide for Local Planners by
WTO
Skill Component:
Paper 1
Itinerary making and costing
Demo tours arrangement for school/ college students/ other
interested groups 4
Paper 2
Computer operating skills
Organization of business office (IT based)
Basic awareness of manual and computerize d office systems and
procedures
Introductory word processing, spreadsheet preparation and data
sorting and analysis, internet browsing 4
Paper 3
Approval of Travel Agency by Department of Tourism, Govt. of
India: Rules and Regulations for approval
Type of rooms with specifications, Room Rates and Tariff cards
Guest complaints - Room Change (noise)/ AC not effective/ delay in
check in process/ laundry complaint/ Delay in Room Service etc.
Coordination between departments in a Hotel -Role Play 4

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Importance of team work & personality development programme
On job training/ Practical Internship
During OJT student have to maintain a book on daily basis
indicating activities performed during the day which shall also be
countersigne d by teacher/ supervisor of student. 6
Semester – 3
General education:
Paper 1
Tourism marketing and management
Unit I
Tourism Marketing Mix -8 Ps. Methods of Pricing -the factors
influencing the pricing decisions, pricing objectives, pricing
policies. Service Characteristics of Tourism. Unique features of
tourist demand and tourism product. Branding and packaging -
conditions that support branding.
Unit II
Destination Planning and Product Diversification. Destination
Marketing. Marketing strategy in the new digital age -E-Business, E -
Commerce and E -Marketing. Complementary Marketing.
Role of Media in promotion of Tourism TV/ Radio, Newspaper,
Travel Magazines, Documentaries, Guide Books, Travel writers,
Electronic Tourism promotion: Advertising, Public rel ations, sales
promotion and personal selling.
Unit III
Tour operational techniques -departure, hotel procedures, aboard the
coach, activities on the Bus, The driver relationship, meeting
individual needs, group identification, shopping, sightseeing, special
interest, free time, emergency procedures, finance & accounting.
Tourism trade and consumer protection acts. Issues relating to
tourism laws and legislation. International Agreements viz. GATS.
Tour escorting ethics.
Unit IV
Meaning and contents of globalization - modern economic
globalization. Benefits of globalization, expansion of markets, freer
movement of goods, services and factors (labour and capital). Role
of globalisation in reducing inequality and poverty.
Distribution of benefits of globali sation shared by developed and 6

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developing countries, Globalisation and the world economy –
production

Books/ references:
Kotler Philip, Marketing Management: Analysis, Planning
Implementation, and Control, Prentice Hall of India, New Delhi.
Middleton - Victor T.C Marketing in Travel and Tourism, Oxford,
1994
NamaKumari and Rama Swami - Marketing Management
Jagmohan Negi -Travel Agency & Tour Operations
IATO Manuals and reports.
Report of National Committee on Tourism, Know India, 1988.
National Action Plan, 1 992.
Various Reports of United Nations World Tourism Organizations.
Deepak Nayyar, Globalisation
Joseph Stiglitz, Globalisation and its discontents
Paper 2
Customer relationship management
Unit - I
CRM concepts - Acquiring customers, - Customer loyalty and
optimizing customer relationships - CRM defined - success factors,
the three levels of Service/ Sales Profiling - Service Level
Agreements (SLAs), creating and managing effective SLAs.
Unit - II
CRM in Marketing - One-to-one Relationship Marketing - Cross
Selling & Up Selling - Customer Retention, Behaviour Prediction -
Customer Profitability & Value Modeling, Channel Optimization -
Event -based marketing. - CRM and Customer Service - The Call
Centre, Call Scripting - Customer Satisfaction Measurement.
Unit - III
Sales Force Automation - Sales Process, Activity, Contact - Lead and
Knowledge Management - Field Force Automation. - CRM links in
e-Business - E-Commerce and Customer Relationships on the
Internet - Enterprise Resource Planning (ERP), - Supply C hain
Management (SCM), - Supplier Relationship Management (SRM), - 6

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Partner relationship Management (PRM).
Unit - IV
CRM Implementation - Defining success factors - Preparing a
business plan requirements, justification and processes. - Choosing
CRM tools - Defining functionalities - Homegrown versus out -
sourced approaches - Managing customer relationships - conflict,
complacency, Resetting the CRM strategy. Selling CRM internally -
CRM development
Team - Scoping and prioritizing - Development and delivery -
Measurement.
Books/ references:
Pondicherry University, (A Central University), Directorate of
Distance Education, Customer Relationship Management
Paper 3
Business Communication
Unit I
Nature of Communication Process of Communication, Types of
Communication (verbal & Non Verbal), Importance of
Communication, Different forms of Communication, Barriers to
Communication Causes, Linguistic Barriers, Psychological Barriers,
Interpersonal Barriers, Cultural Barriers, Physical Barriers,
Organizational Barriers
Unit II
Business Correspondence: Letter Writing, presentation, Inviting
quotations, Sending quotation s, Placing orders, Inviting tenders,
Sales letters, claim & adjustment letters and social correspondence,
Memorandum, Inter -office Memo, Notices, Agenda, Minutes, Job
application letter, preparing the Resume.
Unit III
Report Writing Business reports, Typ es, Characteristics,
Importance, Elements of structure, Process of writing, Order of
writing, the final draft, check lists for reports.
Unit IV
Vocabulary Words often confused, Words often misspelt, Common
errors in English. Oral Presentation, Importance, Characteristics,
Presentation Plan, Power point presentation, Visual aids. 6

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Books/ references:
Shirley Taylor, Communication for Business, Pearson Education
Locker and Kaczmarek, Business Communication: Building Critical
Skills, TMH
Sinha, K.K., Business Communication, Galgotia and Sons, New
Delhi
Lesikar, R.V. &Flatley, M.E.; Basic Business Communication Skills
for Empowering the
Internet Generation , Tata McGraw Hill Publishing Company Ltd.
New Delhi.
Skill component:
Paper 1
Personal grooming/ hygiene
Activity upon arrival and check -out of guest
Listening to guest’s concerns and Achieving guest satisfaction by
resolving guest’s issues
Gender and age sensitive service practices
Identifying latest trends in Front Office depart ment
Safety standards and procedures 6
Paper 2
Communicating with customers
Etiquette and hospitable conduct
Interacting with superiors and colleagues
Basic knowledge of a Foreign / State language 6
Paper 3
Practice on: Performing start -of-shift activities.
Handling cash payment
Non-cash payment
Performing bucket check 6
Semester – 4
General Education:

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Paper 1
E-commerce and legislation
Unit I Introduction
Meaning, nature, concepts, advantages, disadvantages and reasons
for transacting online, types of E -Commerce, e -commerce business
models (introduction, key elements of a business model and
categorizing major E -commerce business models), forces behind e -
commerce.
Unit II
E- payments system : Models and methods of E – payments (Debit
Card , Credit Card, smart cards, e -money), digital signatures
(procedure, working and legal position), payment gateways, online
banking (meaning, concepts, importance, electronic fund transfer,
automated clearing house, automated ledger posting etc.), and risks
involved in E -payments.
Unit III
Online business transactions: meaning, purpose, advantages and
disadvantages of transacting online, E -commerce applications in
various industries like {banking, insurance, payment of utility bills,
online marketing, E -tailing (popularity, benefits, problems and
features), online services (financial, travel and career), auctions,
online portal, online learning, publishing and entertainment)
Unit IV
Tourism legislation
Objectives, Introduction
Tourism legislation, sources of Tourism law
Why tourism law
The Indian scenario
Tourism Law in India: relating to airports, availability of general
facilities and amenities, summary of rules and regulations governing
customs protocols, drug, foreign exchange, gambling, safety,
harassmen t issues

Books/ references:
Management Information System: Jawadekar
The Essential Guide to Knowledge management: Amrit Tiwana 6

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Internet (Use of Search Engines Google & yahoo etc)
E – Commerce: Milind Oka
E – Commerce: C.V.S. Murty
Fire Wall and Internet Security: William Cheswick, Stevens, Aviel
Rubin
E-Governance Case Studies – Ashok Agarwal
Unit 16: Tourism Legislation, ignou
Skill component:
Internship and Report 18
Semester – 5
General education:
Paper 1
Managerial accounting
Unit I
Nature of accounting: Nature of accounting and Generally accepted
accounting principles.
Double entry, Book Keeping – Transaction Analysis, Cash Book
and Bank Transactions.Income Measurements.Preparation of Trial
Balance.
Final Accounts: Balance Sheet. Rectification of Errors, Bank
Reconciliation Statement
Accounting for Non - Trading Concerns. Miscellaneous Accounts:
Accounting for Hotels, Depreciation Accounting, Travel
Accounting, Mechanized system of accounting. Cash flow statement
(AS -3 Revised)
Unit II
Meaning, Role, Scope and Importance of Financial Management:
Job of the financial
Manager, financial Goals, financial control, Organization &
objective of financial function.
Financial Planing, Capitalisation and Capital Structure: Meaning,
concept of capital, Theories
of capitalization, Over capitalization and under capitalization,
Unit III 6

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Optimum capital structure, Determinant of capital structure,
Financial Leverage, Debt
capacity of company Debt equity r atio. Capital Budgeting and
Capital Investment Decision:
Management of Fixed Assets, Meaning, roles and analysis of capital
investment in fixed
assets
Unit IV
Working Capital Management: Concept, need, determinant of
working capital, estimates of working capital and financing of
current assets. Financial Statements and Analysis: Meaning,
Analysis – Ratio, Fund flow, Cash flow, Cost volume Analysis.
Tourism Finance Corporation of India TFCI: Aims, Objectives and
Functions.

Books/ references
Singh, Surender and Kaur, Rajeev. Fundamentals of Financial
Management . Book Bank International.
Pandey, L.M., Management Accounting : A Planning and Control
Approach,Vikas Publication.
Panday, I.M., and Bhatt, Ramesh, Cases in Financial Management,
TATA Magraw Hill
Pand ey, L.M., Management Accounting : A Planning and Control
Approach,Vikas Publication.
Paper 2
Hospitality
Unit I Introduction to Hospitality
Concept, Historical evolution of Hospitality industry – Global and
Indian Context
Unit II Hotel
Definition, classification of accommodation establishments based on
– Location, Size, Affiliation and Accreditation, Ownership,
Management contracts. Grading Star category of hotels in India.
Major National/international hotels chains in India Hotel plans(AP,
MAP, CP, EP) Hotel guest room types and status: Menu types of
menu 6

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Unit III Departments/Functional units in Hotel and
organizational Structure
Hotel Organisation – Organisational Structure - Front of the house
and back office departments in a hotel, function of th e core
departments of the hotel - Room division and food and beverage
depts..
Unit IV
Timeshare and vacation ownership - Concept of Vacation ownership,
Definition of time share and condominiums, marketing of
timeshares, exchange companies -RCI and Intervals international,
developing Vacation ownership concept in India,
Government’s/industry role
Books/references:
Hotel Management – Yogendra K Sharma.
Introduction to Tourism and Hospitality Industry – Sudhir Andrew
Hotel Housekeeping Operations – Sudhir Andrew
Hotel Front office Operations – Sudhir Andrew
Housekeeping Operations – Raghubalan and Smritee Raghubalan
Paper 3
Event Management
Unit – I: Introduction to MICE & EVENT Industry
History and structure of Industry, Growth of Industry, Types of
MICE & EVENT, Impact of Industry on stakeholders, Latest trend
in Industry, Case study of major events
Unit – II: Pre and post planning of organizing Events
Event Managers and their Qualitie s, Resources & Logistics
Required for Conducting Events, Individual Events & Corporate
Events, Conference & Convention Centers, Types of Venues for
Conducting Events, Selection, Location, Theme, Layout of Events,
Application of Management Principles in Eve nt Management, Steps
Required to Conduct An a Successful Event, Event Budget, Legal
Issues Related With Events
Unit – III: Business Tourism & Event as a Tourism Product
Classification & Significance, Nature of Business Tourism & Types,
Structure Of Busin ess Tourism, Incentive Travel, Demand & Supply
of Business Tourism
Relationship between Events & Tourism Industry, Relevance & 6

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Applications of Event Technology – Video Conferencing, Tele
Conferencing, LCD Projectors, Internet, Fax, E -Mail
Unit – IV: Play ers in Event Business
ICBP, ICCA. Historical & Heritage Sites, Classification of Events,
Tourism Events & Events Characteristics, Impacts & Limitations of
Events. Risk & Security Management : Security Issues, Crowd
Management, Major Risk, Emergency Planni ng, Incident Reporting
& Emergency Procedures

Books/ Reference:
1. Coleman, Lee & Frankle (1991), Powerhouse Conferences.
Educational Institute of AH & MA.
2. Hoyle, Dorf & Jones (1995), Meaning conventions & Group
business. Educational institute of AH & MA.
3. Montogmery, R.J. 1994, “Meeting, Conventions and Expositions :
VNR, New York
4. Hoyle, L.H., TJA Jones (1995) “Managing Conventions and
Group Business”, Educational Institute of AM & MA
Paper 4
Image Building and Self Awareness
Unit I
Developing Self Awareness
Projecting a winning personality
How to match the industrial expectations as a professional
How to be a consistent Performer
Developing Competitive Coping Mechanism
Understanding Business Etiquette
Business Mannerism and Tou rism Professional
Unit – II
PRE, ON & POST INTERVIEW
Filling Application form, company knowledge; Formal look,
handling queries, gestures & postures Follow up
RECRUITMENT PROCESS
Resume writing ; Types , contents , formats 6

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Interview handling ; types , do’s and don’ts , Stress managements
Unit – III
OFFICE ETIQUETTES
Formal Look; office, get together Peer to Peer communication
Work ethics
Hierarchy communication
Handling complaints & grapevine Developing professionalism
Handling switch over
Developing & maintaining contacts
Unit – IV
Interviewing skill development
Multiple activities session for the interview preparation starting
from resume building to how to cope with the interviewing

Books/References:
Communication in Tourism and Hospit ality - Lynn Vander Wagen,
Hospitality Press Pty Ltd.
Interpersonal Skills for Travel and Tourism - Jon & Lisa Burton -
Longman Group Ltd.
Business Communication - Rayon and V. Lesikar, John D. Pettit, JR.
- Richard D. Irwin, INC
Skill Component:
Paper 1
Mock Event/ Conference/ Meeting planner
Planning a Product Oriented Package tour such as : Health
tourism, Y oga, Meditation and Nature Cure, Beach holidays
Adventure Package: Soft and Hard adventure - Desert safaris,
Mountaineering, Skiing, Scuba Diving, Theme tour s
Eco and Wildlife tours - Farm tours -Fairs and Festivals -
Rural/Village tour 4
Paper 2
Stress management classes by expert
Grooming class es by a corporate trainer 4

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Interaction session s with HR of any company
Yoga classes
Paper 3
Leadership and communication activities - Motivation activities,
leadership activities, team building activities, assertiveness
activities, time management techniques, creativity and ideation
Mock Interviews 4
Semester – 6
Internship and Report 24

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