MSC Hospitality Syllabus Final Document Sem 3 and 4 9 2 18 1 Syllabus Mumbai University by munotes
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SEMESTER 3
PSHA 301 FINANCIAL MANAGEMENT
IN HOSPITALITY INDUSTRY
UNIT 1 (30 HOURS)
1. Introduction and objectives of financial management
1.1 Concept and evolution of financial management
1.2 Objectives of financial management
1.3 Principles of financial management
1.4 Forms of business organization
1.5 Organization of a finance function
1.6 Business ethics and social responsibility
1.7 Relationship of finance to accounts and economics
1.8 Emerging role of a financial manager
2. Long term sources of finance
2.1 Equity capita l
2.2 Preference capital
2.3 Debentures
2.5 Term loans
2.6 Internal accruals
3. Short term sources of finance or Working capital financing
3.1 Concept and evolution of financial management
3.2 Trade credits
3.3 Working capital advance by commercial banks
3.4 Regulation of bank finance
3.5 Short term loans from financial institutions
3.6 Rights debentures for working capital
4. Understanding financial system and statements
4.1 Concept and evolution of financial system
4.2 Financial assets, market and market return
4.3 Financial intermediari es and regulatory infrastructure
4.4 Balance sheet
4.5 P&L account
4.6 Statements of cash flows
4.7 Manipulation of the bottom line
UNIT 2 (30 HOURS)
5. Analysis of financial statements
5.1 Financial ratios
5.2 Du Pont analysis
5.3 Standardized financial statements
5.4 Application of financial analysis
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5.5 Using financial statement analysis
6. Techniques of c apital budgeting and investment decisions
6.1 Capital budg eting process
6.2 Project classification
6.3 Criteria for investment
6.4 NPV
Z6.5 Profitability index
6.6 IRR
6.7 Payback perio d
6.8 ARR
7. Cost of capital
7.1 Some preliminaries
7.2 Cost of debt
7.3 Cost of preference
7.4 Cost of equity
8. Cash and liquidity management
8.1 Cash budgeting
8.2 Cash management models
8.3 long term cash forecasting
8.4 Cash collections and disbursement
8.5 Investment of surplus funds
UNIT 3 (30 HOURS)
9.Credit management
9.1 Credit management in India
9.2 Terms of payment
9.3 Credit evaluation
9.4 Credit granting decisions
10. Inventory management
10.1 Inventory management in India
10.2 Need for inventories
10.3 EOQ model
10.4 Order point
10.5 Monitoring and controlling invento ries
11. Dividend policy
11.1 Models related to investment and dividend decisions
11.1.1 Walter model
11.1.2 Gordan Model
11.2 Miller and Modigliani Position
12. Dividend decisions
12.1 Why firms pay dividend
12.2 Dividend policy formulation
12.3 Dividend policy in practice
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References:
1. Financial Management by Prasanna Chandra 7th Edition
2. Financial Management by Khan and Jain \
3. Financial Management by Ravi Kishor
4. Financial Management by I.M.Pandey
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PSHA 302 TRAINING AND DEVELOPMENT
FOR HOSPITALITY
UNIT 1 - THE CONTEXT FOR TRAI NING AND DEVELOPMENT (9 HOURS)
1. Introduction to employee training and development:
1.1 What makes training a key ingredient for the success of any company?
1.2 Concept of training
1.3 Steps involved in designing a training programme (ADDIE Model)
1.4 Forces that influence working and learning in organizations
1.5 Snapshots of training practices
2. Strategic Training:
2.1 Changing ro le of training in companies worldwide
2.2 Strategic training and development process
2.3 Organizational characteristics that influence training
2.4 Training needs in different strategies
2.5 Models used to organize training departments
2.6 Marketing the training function
2.7 Outsourcing training
UNIT 2 - DESIGNING TRAINING (15 HOURS)
3. Need Assessment:
3.1 Why training need assessment?
3.2 Who should participate in the need assessment?
3.3 Methods used
3.4 Process of need assessment
3.5 Scope of need assessment
3.6Application of the concept of training need assessment in hospitality training
4. Learning theories and designing a training programme:
4.1 Concept of learning
4.2 A positive learning environment energizes training
4.3 Various learning theorie s in brief
4.4 The learning process
4.5 Various considerations while designing an effective training programme
5. Transfer of training at workplace:
5.1 Transfer of training
5.2 Theories pertaining to transfer of training and training design
5.3 Work environment characteristics that influence transfer of training
5.4 Organizational environment characteristics that encourage transfer of training
5.5 Learning organizations
5.6 Knowledge and knowledge management
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6. Training evaluation:
6.1 Overview and reasons for evaluation of training
6.2 Outcomes used and their analysis
6.3 Evaluation practices
6.4 Evaluation design
6.5 Determining ROI
6.6 Measuring human capital and training activity
6.7 Measurement models used -
6.7.1 The Kirkpatrick’s Four Level Approach
6.7.2 Kaufmans Five Level of Evaluation
6.7.3 Ciro (Context, Input, Reaction, Outcome) Approach
6.7.4 The Five Level Return On Investment Framework
6.7.5 The Best Prices in the Evaluation of Training.
UNIT 3 – T&D METHODS – THE ACTION AREA (21 HOURS)
7. Traditional training methods:
A.Off-the-Job training :
7.1 Presentation
7.2 Lecture
7.3 Audio visual techniques
B. On-the-job or Hands on training:
7.4 Simulations
7.5 Case study
7.6 Business games
7.7 Role plays
7.8 Behaviour modeling
C. Group building methods:
7.9 Adventure learning
7.10 Team training
7.11 Action learning
D. Choosing a training method
E. Formulation of SOPs and training manuals pertaining to F&B Service, F&B
Production, Housekeeping and Front Office
8. Importance of staff training in hos pitality sector:
8.1 Benefits of staff training for individual and teams
8.2 Benefits of training for organization
8.3 Benefits of training for the society
8.4 Benefits for the employee
8.5 Benefits for the management
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References :
1. Raymond Noe - Employee Training & Development , Tata Mc Graw - Hill
2. Blanchard, P.N. & Thacker, J. W. - Effective Training
3. Research paper on Staff training in hospitality sector as benefit for improved service
quality by Ivanka Nestoroska and Irina Petrovska
4. Research paper on Importance of training and development programmes in hotel
industry by P. Nischithaa and M V A L. Narasimha Rao
5. Shamim Ahammad - Importance of training in hotel industry
6. Bentley, T. (1990). The Business of Training, 2nd edition, Me Graw Hill Book
Comp any, New Jersey.
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PSHA 303 LEGAL ASPECTS
OF HOSPITALITY BUSINESS
UNIT 1 – BUSINESS LAW (6 HOURS)
1.1 Overview ofLaw
1.1.1 Nature of law?
1.1.2 Branches and sources of IndianLaw?
1.1.3 Need to KnowLaw.
1.1.4 The IndianConstitution
1.1.5 The Indian legal system
1.2 Law ofContract
1.2.1 Definition ofcontract
1.2.2 Agreement andcontract
1.2.3 Essential of valid contract
1.2.4 Void and voidable agreements
1.2.5 Valid contracts (section 10)
1.2.6 Performance and discharge of a contract
1.2.7 Breach of a contract
1.2.8 Rights of Surety and Discharge ofSurety
1.3 Special Contracts
1.3.1 Contingent Contra cts
1.3.2 Contact of Indemnity and Contract ofGuarantee
1.3.3 Contract of Agency
1.3.4 Contract of Bailment and Pledge
1.3.5 Quasi Contracts
UNIT 2 – INDUSTRIAL LAW (21 HOURS)
1.4 Food safety and Standards Act
1.4.1 Meaning, scope and important definitions
1.4.2 Establishment of Food Safety and Standards Authority of India
1.4.3 General principles to be followed in administration of Act
1.4.4 General provisions pertaining to articles of food
1.4.5 Responsibilities of a food business operator
1.4.6 Authorities responsible for the enforcement of this Act
1.4.7 Licensing and registration
1.4.8 Powers and liabilities of the food safety officer
1.4.9 The food analyst, his functions
1.4.10 Sampling and analysis of food
1.4.11 Offenses and penalties under the Act
1.5 Maharashtra Shops and Establishment Act
1.5.1 A revision on The Bombay Shops and Establishment Act
1.5.2 Scope and definition of Maharashtra Shops and Establishment Act
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1.5.3 Important definitions
1.5.4 Applicability and non -applicability
1.5.5 Application of this Act to other establishments and workers
1.5.6 Registration of establishments
1.5.7 Intimation of establishment employing l ess than ten workers
1.5.8 Opening and closing hours, hours of work, interval of rest, wages for
overtime and weekly off
1.5.9 Welfare provisions
1.6 Payment of Bonus Act1965
1.6.1 Meaning ofBonus
1.6.2 Objectives andScope
1.6.3 Eligibility forBonus
1.6.4 Disqualification forBonus
1.6.5 Minimum Bonus and MaximumBonus
1.6.6 Payment of Bonus in newly set upHotels
1.7 Payment of Gratuity Act1972
1.7.1 Meaning, Objectives andScope
1.7.2 Applicability
1.7.3 ContinuousService
1.7.4 Family
1.7.5 WhenPayable
1.7.6 WhomPayable
1.7.7 Calculation of Gratuity Payable(Computation).
1.7.8 Forfeiture ofGratuity
1.8 Trade Union Act1926
1.8.1 Objective andScope
1.8.2 Define Trade Union U/s2(4)
1.8.3 Mode of Registration U/s 6 &7
1.8.4 Rights and Privileges ofEmployer
1.9 Employees Provident Fund and Miscellaneous Provisions Act1952
1.9.1 Meaning of ProvidentFund, Objectives, Scope andApplicability.
1.9.2 Basic Wages U/s2(b).
1.9.3 Contribution U/s6.
1.9.4 Withdrawals and Advances under theAct.
1.10 Employee’s State InsuranceAct
1.10.1 Objective, Scope and Contribution to theScheme
UNIT 3 –HOTEL AND TOURISM LAW (18 HOURS)
1.11 Need for laws and regulations in hotel business and tourism
1.11.1 Introduction
1.11.2 Regulations governing tourism and hotel industry
1.11.3 Legal requirements in hotels
1.11.4 Laws relating to premises, planning and design
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1.11.5 Laws governing hotel associations and unions
1.11.6 Laws relating to hotels and food and beverage business
1.12 Hotel - Guest/cust omer relationship – Laws relating to operations
1.12.1 Introduction
1.12.2 Types of contract
1.12.3 Contractual relationships
1.12.4 Booking contracts
1.12.5 Advance booking
1.12.6 Laws relating to registration of guest
1.12.7 Overbooking and breach of contract
1.12.8 A brief overview of international hotel regulations
1.13 Laws relating to registration, approval and bar licenses
1.13.1 Registration and approval of hotel and restaurants
1.13.2 Bar and liquor licenses
1.14 F&B standard and hygiene laws
1.14.1 Hygiene and sanitation regulations
1.15 Employer employee relationship
1.15.1 Obligations o f the hotel
1.15.2 Duties of the employee
1.15.3 Termination of employment
1.15.4 Health and safety
1.15.5 Tipping and service charges
1.15.6 GST
1.15.7 Social security and fringe benefits
1.15.8 Contracts with managers
1.15.9 Termination of contracts
1.15.10 Disciplinary procedures
1.15.11 Dismissal
1.16 Law Applicable toInnkeepers
1.16.1 What is anInn?
1.16.2 Who isGuest?
1.16.3 How is Innkeeper guest relationestablished?
1.16.4 When does it Begin and when does itend?
1.16.5 Duties of theInnkeeper
1.16.6 Right to eject others thenGuest
1.16.7 Hotelier’s Liability for Contractor’sWork
1.16.8 Injuries Suffered byStrangers
1.16.9 Unwh olesomeFood
1.16.10 Innkeeper’s Liability for loss of GuestProperty
1.16.11 Innkeeper’sLien
1.16.12 Nuisance andNegligence
1.16.13 ContributoryNegligence
1.16.14 Trespass
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References:
1) AvtarSingh: Law ofContract -Eastern Book Company –1994
2) Dr.JagmohanNegi: Hotel andTourismLaws - Frank Bros. & Co. –2001.
3) N.D.Kapoor: Mercantile Law - Sultan Chand Publishers, NewDelhi –1995.
4) SohrabR.Davar: The Indian Mercantile Law -
ProgressCorporationsLimited –1995
5) Maharashtra Shops And Establishment Act (Booklet to be purchased)
6) Food safety and Standard Act 2006 ( Booklet to be purchased)
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PSHA 304 ENVIRONMENT MANAGEMENT
IN HOSPITALITY INDUSTRY
UNIT 1 (15 HOURS)
1. Challenges to the Earth’s Ecosystem
1.1 Background Issues in Environment
1.2 Fossil Fuels
1.3 The Carbon Cycle
1.4 Global Warning
1.5 Uncertainties in Temperature Measurement
1.6 Green House Gases
1.7 The Ozone Layer
1.8 Acid Rain
1.9 Third World and Population Growth
1.10 Agricultural Land Quality
1.11 Family Planning
2. National and International Action by Various Govern ments
3. The Hospitality Industry
3.1 Refrigeration
3.2 Energy management
3.3 Water
3.4 Green Technology
3.5 The Product
3.6 Packaging & Disposal Products
3.7 Waste management
3.8 The Green Consumer
3.9 Transport
UNIT 3 – (15 HOURS)
4The Business Environment
4.1 Environment Business Tools
4.2 The Environmental Audit
4.3 Reporting on Environmental Performance
Reference:
1. Environmental Management in the Hospitality Industry
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PSHA305 SPA OPERATIONS
AND MANAGEMENT
UNIT 1 (15 HOURS)
1. History and Introduction to Spa
1.1 Club spa
1.2 Cruise ship spa
1.3 Day spa
1.4 Destination spa
1.5 Medical spa
1.6 Mineral spring’s spa
1.7 Resort/hotel spa
2. Spa as a Career
2.1 Basic Requirements
2.2 Remuneration/Earning
2.3 Drive & Motivation
2. 4 Commitment
2.5 Spa Career Options
2.6 Typical Career Path
2.7 How to Start Your Own Spa Business
2.8 Job Opportunities – India and abroad
3 Role of a Spa Manager
3.1 Effective financial management
3.2 Understanding spa concepts and its operat ions
3.3 Effective planning – short term as well as long erm
3.4 Leadership & management
3.5 Human resources
3.6 Financial planning and management
3.7 Therapy designing
3.8 Menu designing
3.9 Live spa training
3.10 Spa recruit ment
3.11 Spa company development
3.12 Operations Spa and Hospitality
UNIT 2 – (15 HOURS)
4. Introduction to Anatomy and Physiology
4.1 Skeletal
4.2 Muscular
4.3 Nervous
4.4 Lymphatic
4.5 Cardiovascular
4.6 Digestive
4.7 Skin
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5 Spa Product Knowledge
5.1 Herbs
5.2 Essential Oils
5.3 Aromatic Oils
5.4 Preservatives
5.5 Active Ingredients
5.6 Carrier Oils & Base Creams
5.7 Pre Blended Oils
5.8 Pre Blended Creams
5.9 Soaps, Shampoos, Lotions
5.10 Licensing (Drug Control)
5.11 Product Testing
5.12 Efficacy
5.13 Shelf Life
5.14 Storage
5.15 Contamination
5.16 Allergies
5.17 Product Handling
5.18 Dispensing
5.19 Self-Protection
6 Yoga
6.1 History & Evolution of Yoga
6.2 Schools of Yoga
6.3 Pranayama
6.4 Asana
6.5 Mudras
UNIT 3 (15 HOURS)
7 Spa Marketing
7.1 Developing a Marketing plan
7.2 Essentials of selling to women, men and teens
7.3 Generating Good Publicity
7.4 Building and Maintaining contacts
7.5 Using Technology in business’ aid
7.6 Building and Managing a Result Oriented team
7.7 Effective financial management
7.8 Corporate tie ups
8 Hygiene & Housekeeping
8.1 Cleaning equipment & Cleaning agents
8.2 Handling of chemicals
8.3 Potential infections
8.4 Self-protection
8.5 Laundry procedures
8.6 Inventory
8.7 Fire prevention
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9 International Therapies & Ayurveda
9.1 Aroma massage
9.2 Swedish massage
9.3 Deep Tissue
9.4 Thai massage
9.5 Hot stone massage
9.6 Reflexology
9.7 Abhyanga
9.8 Sirodhara
9.9 Njavarakizhi
9.10 Elakizhi
Reference s:
1. The Complete Spa Book For Massage and Therapists ; Steve Capellini , Cengage Learning.
2. International Spa Management: Principles and Pract ise: Tim Heap & Sarah Rawlinson ;
Goodfellow Publishers Ltd. 2017
3. Spa Management: An Introduction : Mary S. Wisn om & Lisa L. Capozio: Pearson 2012
4. Spa Business Strategies : Janet M. D’Angelo: Cengage Learning 1980
5. The Encyclopaedia of Ayurvedic massage: Dr. John Douillard: North Atlantic Books 2004
6. Yoga Anatomy: Leslie Kaminoff & Amy Mathews: Human Kineti cs 2007
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PSHA 306 CONVENTION &
CONFERENCE MANAGEMENT
UNIT 1 (30 HOURS)
1 Overview: Definition and Scope of the Meetings Market
1.1 Lodging Facilities in the Meeting Environment
1.2 Meeting Planners in the Convention Environment
1.3 Perceptions and Growth of the Lodging Industry
1.4 Growth of Convention and Conference Centres
1.5 Size of the Meetings Market
1.6 Growth of the Meetings and Conventions Industry
1.7 A People Business
2 Associations and the Meetings T hey Hold
2.1 Associations Defined
2.2 Purposes of Associations
2.3 Types of Associations
2.4 Types of Association Meetings
2.5 Types of Association Membership
2.6 Association Staff and the Decision -Making Process
2.7 Communication Channels
2.8 Lowe r-Level Meetings
3 Corporations and the Meetings They Hold
3.1 The corporate Meeting Market
3.2 Differences Between Corporate and Association Meetings
3.3 Types of Corporate Meetings
3.4 The Independent Meeting Planner
4 Miscellaneous Markets
4.1 The Sports Market
4.2 The Trade Unions Market
4.3 The Tour Group Market
4.4 The Ethnic Organizations Market
4.5 The Senior Citizens Market
4.6 The Theatre Market
4.7 The Arts Market
4.8 Social / Public Service Organizations
UNIT 2 – (30 HOURS)
5 Planning and Managing the Meeting: The Planner’s Perspective
5.1 Overview of Site Inspection
5.2 Transportation Arrangements
5.3 Meeting / Function Rooms
5.4 Guestrooms
5.5 Exhibits
5.6 Negotiating with a Convention Centre
5.7 Pre-Conference Meeting s
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5.8 Food and Beverage Service
5.9 Legal Considerations
5.10 Arrangements with Speakers
5.11 Marketing the Convention
5.12 Managing the Meeting
6 Marketing: Preparing to Sell and Service
6.1 Marketing Defined
6.2 Developing the Marketing Plan
7 Organizing to Sell and Service
7.1 Marketing as a Management Function
7.2 Marketing Responsibilities
7.3 Staffing Considerations
7.4 Organization Charts
7.5 Job Description
7.6 Files and Records
7.7 Work Forms
7.8 Reference and Work Files
7.9 Information Records
7.10 Computerization
7.11 Departmental Checklist
8 Communicating with the Customer
8.1 Sales Tools
8.2 Sales Tool Selection
8.3 A Coordinated Program me
9 Servicing the Group – Before, During, and After the Meeting
9.1 Section A – Servicing Before the Meeting
9.1.1 Section Objectives
9.1.2 Intra -Property Coordination: The Sales Executive and the
Convention Service Manager
9.1.3 Procedures and Documentation Between Booking and
Meeting Date
9.2 Section B – Servicing During the Meeting
9.2.1 Section Objectives
9.2.2 Guestrooms and Amenities
9.2.3 Function Rooms
9.2.4 Press Rooms
9.2.5 Handling VIPs
9.2.6 Outside Services: Florist, Designers, Others
9.2.7 Meeting Room Housekeeping
9.2.8 Service Control Forms
9.2.9 Smoking and Other Concerns
9.2.10 Role of Computers at Meetings
9.2.11 Emergencies
9.3 Section C – Servicing After the Meeting
9.3.1 Billing Account
9.3.2 Master Account
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9.3.3 Other Charges
9.3.4 Gratuities
9.3.5 Post-Conference Logis tics
9.3.6 Final Evaluation Meeting
10 Catered Functions and Special Events
10.1 Simplifying Banquet Service
10.2 Setting Up the Banquet
10.3 Food Preparation Systems
10.4 Reserving Banquet Rooms
10.5 Categories of Food Functions
10.6 Breakfasts
10.7 Refreshment Breaks
10.8 Banquet Luncheons
10.9 Banquet Dinners
10.10 Providing Kosher Service
10.11 Theme Parties
10.12 Late Suppers
10.13 Receptions
10.14 Categories of Beverage Functions
10.15 Room Setup and Audio -visual Requirements at Foo d and
Beverage Functions
10.16 Banquet Contracts
11 Meeting Technology
11.1 Projectors and Screens
11.2 Boards and Flipcharts
11.3 Electronic Video Equipment
11.4 Audio Equipment
11.5 Multi -Image Modules
11.6 Films
11.7 Control Booths and Studios
11.8 Stagin
11.9 Theatrical Lighting
11.10 Meeting Room Furniture, Fixtures, and Accessories
11.11 Signs and Printing
11.12 Computers and Computer Accessories
11.13 Telephone Systems and Two -Way Radios
11.14 Language Interpretation Systems
11.15 Operation of Technical Equipment
11.16 Ownership of AudioVisual Equipment
11.17 The Future of Meeting Technology
12 Ancillary Conference and Convention Activities
12.1 Exhibit and Trade Shows
12.2 Principals Involved in Trade Shows and Exhibits
12.3 Tours, Entertainment, and Recreation
12.4 Guest Activities
References:
1. Convention Management and Service Paperback Milton T. Astroff Author James
R. Abbey (Author)Educational Institute; 8 edition (June 9, 2012)
2. Convention Sales and Services Paperback by James Abbey (Author)Waterbury
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Press; 9th edition
3. Conferences and Conventions 3rd edition: A Global Industry (Events Management)
Paperback by Tony Rogers (Author)S.Chand (G/L) & Company Ltd; 3 edition
4. Meeting and Conventions Management by Marguerite Weirich (1992 Cengage
Learning (1814)
5. Hotel Convention Sales, Services, and Operations 1st Editionby Pat Golden -Romero
(Author)Routledge; 1 edition (August 17, 2011)
6. Meetings, Expositions, Events and Conventions: An I ntroduction to the Industry (4th
Edition) 4th EditionPearson; 4 edition (January 6, 2015)
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SEMESTER 4
PSHA 401 INFORMATION TECHNOLOGY
IN THE HOSPITALITY INDUSTRY
UNIT 1 (15 HOURS)
1. Information Security Concepts.
1.1Information Security Overview: Background and Current Scenario
1.2Types of Attacks
1.3 Goals for Security
1.4 E -commerce Security
1.5 Computer Forensics
1.6 Steganography
2. Security Threats and Vulnerabilities
2.1Overview of Security threats
2.2 Weak / Strong Passwords and PasswordCracking
2.3 Insecure Network connections
2.4 Programming Bugs
2.5 Cybercrime and Cyber terrorism
2.6 Malicious Code
2.7 Information Warfare and Surveillance
3. Cryptography / Encryption
3.1 Introduction to Cryptography / Encryption
3.2 Digital Signatures
3.3 Public Key infrastructure
3.4 Applications of Cryptography
3.5 Tools and techniques of Cryptography
UNIT 2 (15 HOURS)
1. Security Management Practices
1.1Overview of Security Management
1.2 Information Classification Process
1.3 Security Policy
1.4 Risk Management
1.5 Security Procedures and Guidelines
1.6 Business Continuity and Disaster Recovery
1.7 Ethics and Best Practices
2. Security Laws and Standards
2.1 Security Assurance
2.2 Security Laws
2.3 IPR
2.4 International Standards
2.5 Security Audit
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2.6 SSE -CMM / COBIT
3. Access Control and Intrusion Detection
3.1 Overview of Identification and Authorization
3.2 Overview of IDS
3.3 Intrusion Detection Systems and Intrusion Prevention Systems
4. Server Management and Firewalls
4.1User Management
4.2 Overview of Firewalls
4.3 Types of Firewalls
4.4 DMZ and firewall features
UNIT 3 (15 HOURS)
1. Security for VPN andNextGeneration Technologies
1.1 VPN Security
1.2 Security in Multimedia Networks
1.3 Various Computing Platforms: HPC, Cluster and Computing Grids
1.4 Virtualization and Cloud Technology andSecurity
2. System Security
2.1Desktop Security
2.2Email security: PGP and SMIME
2.3 Web Security: web authentication, SSL and SET
2.4 Database Security
3. OS Security
3.1OS Security Vulnerabilities, updates and patches
3.2 OS integrity checks
3.3 Anti-virus software
3.4 Configuring the OS for security
3.5 OS Security Vulnerabilities , updates and patches
4. Wireless Networks and Security
4.1 Components of wireless networks
4.2 Security issues in wireless
Reference s:
1. Cybersecurity: Managing Systems, Conducting Testing and Investigating Intrusions
Paperback – 2014by Thomas J. Mowbray
2. Cyber Security: Understanding Cyber Crimes, Computer Forensics And Legal Perspectives
(English, Paperback, Sunit Belapure Nina Godbole)
3. Principles of Information Security by Michael E. Whitman, Herbert J. Mattord
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PSHA 402 SECURITY SYSTEMS
IN THE HOSPITALITY INDUSTRY
UNIT 1 (30 HRS)
1 Security In The Hospitality Industry
1.1 Development of Security Protocols
1.1.1 Electronic Locking Systems and Key Control
1.1.2 Guest Room Security
1.1.3 Screening machines and Techniques
1.1.4 Control of Entry of Guests and Residents
1.1.5 Security of the External Perimeter and Surrounding area
1.1.6 Protection of Movable and Immovable Property
1.1.7 Emergency Protocols and Procedure
1.1.8 Staff Entry & Exit Security Protocols
1.1.9 Maintenance of Records for Security Purpose
UNIT 2 (30 Hrs)
2 Fire Alarm Systems
2.1 Advanced Sprinkler Systems
2.2 Stand pipe Systems
2.3 Early warning Fire alarm Systems
3 Burglar Detection Systems (Indoor & Outdoor)
3.1 Indoor Burglar Detection Systems
Passive Infra -Red, Ultrasonic, Microwave, Photo Electric Beam, Glass Break
Detection System, smoke/ heat/ carbon monoxide detectors
3.2 Outdoor Burglar Detection Systems
Electro Magnetic Field, Microwave Barriers, Microphonic systems, Taut Wire
Fence Systems, Fibre Optic Cable Systems
4 Classification of Fires
5 Types of Fire extinguishers, Checking the effectiveness of Fire Extinguishers and
Usage
UNIT 3 (30 Hrs)
6. Security Laws & Legality
6.1 Accident & Injury
6.2 Arbitration & mediation
6.3 Car Accidents
6.4 Dangerous Products
6.5 Employees Rights
6.6 Mishap involving loss of life / limb of Employee
6.7 Mishap involving loss of life / limb of Guest
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References :
1. Hotel Front Operations Management —James Bardi
2. Front Office Management —S.K Bhatnagar
3. Hotel Front Operations & Management —Jata Shankar Tiwari
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PSHA 403 TOURISM OPERATIONS
& MANAGEMENT
UNIT 1 (15 HOURS)
1.1 Introduction to Tourism Management
1.1.1 Introduction
1.2 The Phenomenon of Tourism
1.2.1 Definition
1.2.2 The Importance of Tourism
1.2.3 Obstacles to Development
1.2.4 A Sequence of Tourism Platforms
1.2.5 Further Indication of Development
1.3 The Tourism System
1.3.1 Introduction
1.3.2 System Approach to Tourism
1.3.3 The Tourist
1.3.3.1 Spatial Component
1.3.3.2 Temporal Component
1.3.3.3 Travel Purpose
1.3.3.4 Major Tourist Categories
1.3.4 Origin Region
1.3.5 Transit Region
1.3.6 Destination Region
1.3.7 The Tourism Industry
1.4 The Evolution and Growth of Tourism
1.4.1 Introduction
1.4.2 Pre-Modern Tourism
1.4.3 Early Modern Tourism
1.4.4 Modern Mass Tourism
1.4.5 Factor Associate d with increased Tourism Demand
1.4.6 Future Growth Prospects
1.4.7 National Tourism Policy
UNIT 2 (15 HOURS)
1.5 Destinations
1.5.1 Introduction
1.5.2 Reasons for the Emerge nce of the LDCs as Destinations
1.5.3 Pull Fa ctors Influencing a Destination
1.5.4 Regional Destination Patterns
1.5.5 Internal Destination Patterns
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1.6 The Tourism Product
1.6.1 Introduction
1.6.2 Tourist Attractions
1.6.2.1 Natural Sites
1.6.2.2 Natural Events
1.6.2.3 Cultural Sites
1.6.2.4 Cultural Events
1.6.2.5 Attraction Attributes
1.6.3 The Tourism Industry
1.6.4 Travel Agencies
1.6.4.1 Transportation
1.6.4.2 Accommodation
1.6.4.3 Food & Beverage Outlets
1.6.4.4 Tour Operators
1.6.4.5 Merchandise
1.6.4.6 Industry Structure
1.7 Tourism Markets
1.7.1 Introduction
1.7.2 Tourism Market Trends
1.7.3 The Decision Making Process
1.7.4 Tourist Market Segmentation
1.8 Tourism Marketing
1.8.1 Introduction
1.8.2 The Nature of Marketing
1.8.3 Services Marketing
1.8.4 Managing Supply and Demand
1.8.5 Market Failure
1.8.6 Strategic Tourism Marketing
1.8.7 Marketing Wise
1.8.8 Customer Orientation
UNIT 3 (15 HOURS)
1.9 Economic Impact of Tourism
1.9.1 Introduction
1.9.2 Economic Benefits
1.9.3 Economics Cost
1.10 Socio -cultural and E nvironmental Impacts of Tourism
1.10.1 Introduction
1.10.2 Socio -cultural Benefits
1.10.3 Socio -cultural Costs
1.10.4 Environmental Benefits
1.10.5 Environmental Costs
1.11 Destination Development
1.11.1 Destination Life Cycle
1.11.2 Factors tha t change Destination Life Cycle
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1.11.3 National Tourism Development
1.12 Sustainable Tourism
1.12.1 Introduction
1.12. 2 Paradique Shifts
1.12.3 Sustainable Tourism
1.12.4 Sustainability and Mass Tourism
1.12.5 Sustainability and Small Scale Tourism
1.13 Tourism Research
1.13.1 Purpose of Research.
1.13.2 Types of Research.
1.13.3 The Research Process.
Reference s:
1) Tourism Planning & Management – Malhotra.
2) Tourism Development & Management – Mario.
3) Tourism Management – David Weaver, Martin.
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PSHA 404 AIRLINE
CATERING MANAGEMENT
UNIT 1 (15 HOURS)
1. Introduction to flight catering
1.1 Introduction to the flight catering system
1.2 Intercontinental/Mass passenger travel
1.3 The flight catering system
1.4 Challenges and contemporary trends
2. The flight catering industry
2.1 Major stakeholders and their roles (customers, suppliers, caterers and airlines)
2.2 Airline caterer contracts (basic guidelines)
3. Market segmentation in air travel
3.1 Business
3.2 Leisure
3.3 Special reason travel
3.4 Executive jets and special flights
4. Customer expectation and customer service encounter
5. Frequent flier programmes
6. Effects of specific foods on mood and behaviour of passengers
6.1 Alcohol
6.2 Caffeine
7. The cabin environment
2.1 Effects of altitude
2.2 Dehydration
UNIT 2 (15 HOURS)
8. Menu planning and food product strategy
8.1 Introduction
8.2 Menu planning process (General principles, food and ingredients, product research and
customer needs)
8.3 Menus as per airline class (First/Business and economy)
8.4 Special meals and needs
8.5 Crew meals
8.6 Menu cycles
9. Product specifications and service norms
9.1 Purchasing specifications
9.2 Standard recipes
9.3 Meal specifications
9.4 Service specifications
9.5 Packaging and labelling
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10. Food and beverage strategies (Branding and promotions)
11. Flight catering supply chain and inventory management
11.1Role of food and drink manufacturers
11.2Purchasing of flight consumables and non -consumables
11.3The supplier (negotiation, responsibilities and audit)
11.4Inventory management and storage
11.5Outsourcing supply chain and inventory management function
12. Flight production facilities and system planning
12.1Introduction
12.2Scale and scope of production facilities
12.3Process flow
12.4Production kitchens
12.5Holding systems and facilities
12.6Tray assembly
13. Flight catering operations and organizations
13.1Introduction and organization of production units
13.2 Production planning, scheduling and scheduling (trolley assembly - bar and duty free
trolleys/equipment trolleys)
14. Staffing
14.1Flight catering chefs
14.2Scheduling and rostering staff
UNIT 3(15 HOURS)
15. Food management
15.1Introduction and nature of hazards
15.2Food safety handling practices
15.3HACCP – Hazard Analysis and Critical Control Points
16. Transporting and loading
16.1 Introduction and types of uplift
16.2 Transportation vehicles, control, loading and unloading vehicles
16.3 Operational issues
17. Introduction to flight catering information system
18. On-board stowage and regeneration
18.1Galley infrastructure and aircraft configuration
18.2Galley equipment
18.3Operational procedures, issues and future development
19. On-board services
19.1Cabin design and services
19.2Training for cabin crew
19.3Flight service policy and procedures
19.4Flight service customer feedback
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20. Off-loading and recycling
20.1Unloading procedures
20.2Sources of waste
20.3Waste handling, disposal and recycling systems
21. Innovation and future trends - flight catering
References:
1. Flight catering by Peter Jones
2. IFSA world food safety guidelines
3. Flight catering - Jones, P. (2007) Flight -Catering, in Becker, H. And Grothues, U. (2006)
Catering - Management Portrait einer Wach stumsbranche in Theorie und Praxis ,
Behr’sVerlag: Hamburg Chpt 1.4.1 p. 39 -55
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PSHA 405 TRAINING & DEVELOPMENT
FOR HOSPITALITY
UNIT 1 –T&D METHODS – ELEARNING ( 15 HOURS)
1. Technology’s inf luence on training and learning
1.1 Technology and collaboration
1.2 Technology and learning environment
1.3 Technology and multimedia
2. Computer based training
2.1 CD -ROM, DVD, Laser Disc
2.2 Interactive video
2.3 Online learning using internet, web -based training, e -learning and learning portals
3. Devel oping effective online learning
3.1 Need assessment
3.2 Designing
3.3 Technology for collaboration and linking
3.4 Simulations
3.5 Mobile technology and training methods
3.6 Distance learning and intelligent tutoring system
3.7 Technologies for training support
3.8 Technologies for training administration
3.9 Learning management systems
3.10 Choosing new technology training methods
4. Technologies for training support and training administration, learning management
systems
UNIT 2 - EMPLOYEE DEVELOPMENT AND ISSUES IN T&D (15 HOURS)
5. Employee development
5.1 Concept of employee development
5.2 Approaches used
5.3 Development planning process
5.4 E -learning and employee development
6. Special iss ues in training and development
6.1 Issues relating to external environment – Cross cultural preparation, work force diversity,
college to work transition
6.2 Issues related to internal needs of the company – Basic skill training, Joint, union
management programmes, succession planning, training and pay systems, developing managers
with dysfunctional behaviour
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UNIT 3 - CAREER MANAGEMENT AND FUTURE OF T&D (15 HOURS)
7. Career and career management
7.1 Why is career management important?
7.2 What is career?
7.3 Career development model
7.4 Career management system
7.5 Role of managers in career management
7.6 Evaluating career mana gement system
8. Challenges in career management
8.1 Introduction
8.2 Socialization and orientation
8.3 Socialization and orientation programm es
8.4 Work -life conflicts
9. Future of training and development
9.1 Increased use of new technology
9.2 Increased demand for training for virtual works arrangement
9.3 Increased emphasis on speed in designing, focus in content, use of multiple delivery methods
9.4 Increased emphasis on performance analysis and learning for business enhancement
9.5 Increased use of training partnerships and outsourcing techniques
9.6 Change in training
9.7 Intellectual capital
9.8 Benchmarking and process reengineering
Reference s:
1. Raymond Noe - Employee Training & Development , Tata Mc Graw - Hill
2. Blanchard, P.N. & Thacker, J. W. - Effective Training
3. Research paper on Staff training in hospitality sector as benefit for improved service quality
by Ivanka Nestoroska and Irina Petrovska
4. Research paper on Importance of training and development programmes in hotel industry by
P. Nischithaa and M V A L. Narasimha Rao
5. Shamim Ahammad - Importance of training in hotel industry
6. Bentley, T. (1990). The Business of Training, 2nd e dition, Me Graw Hill Book Company,
New Jersey.
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PSHA 406 ADVANCED
ACCOMMODATION STUDIES
UNIT 1 – (30 HOURS)
1. Front Office Accounting
1.1 Funda mentals o f Accounting
1.1.1 Vouchers
1.1.2 Folio Management & POS
1.1.3 Accounting & ledgers
1.2 Maintenance of Accounts a nd Recordkeeping Systems
1.2.1 Account Maintenance and Credit Monitoring
1.2.2 Charge privileges & Monitoring Credit
1.3 Transaction Tracking & Internal Controls
1.3.1 Account Transfers, Cash advance (no Post Status) & Account Allo wance
1.3.2 Charge Purchases v/s Cash Payment
1.3.3 Settlement of Accounts & Internal controls
2 Settlements of Accounts & Check -Out
2.1 Departure Formalities & Account Settlement procedure
2.1.1 Methods of settlement,
2.1.2 Unpaid account Balances and Account Collection
UNIT 2 – (30 HOURS)
3 Functioning o f The Audit (Front Office)
3.1 Functions and Role of the Front Office/ Night Auditor End of day, Guest Credit
monitoring
3.2 Cross Referencing and Account Integrity
3.3 Daily/ Supplemental Transcript and Audit Posting Formula
3.4 Automation in the Front Office
4 The Audit Process (Front Office)
4.1 Reconciling Discrepancies(Room Status)
4.2 Verifying Room Rates and Balancing Departmental Accounts
4.3 Verifying No Show Reservations, Duplicate Reservations and Cancellations
4.4 Prepar ation of receipts (Cash Deposits)
4.5 Preparing and Distributing Reports
5 Updating The System
6 Centralized Front Office Audit
7 Revenue Management Software
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UNIT 3 (30 HOURS)
8. Role Of Housekeeping In Accommodations Management & Hospitality
8.1 Communicating Room Status
8.2 Housekeeping & Maintenance of Rooms
8.3 Communicating Maintenance Tasks and Types of maintenance
9. Responsibilities o f The Housekeeper
9.1 Plan o f Work: Housekeeping Department
9.2 Housekeeping Supervisors Tasks a nd Key Issues
10. Human Resources
10.1 Human Resource Management
10.2 Recruitment, Selection of Staff and Hiring - External Recruit ment & Internal r ecruitment
10.3 Evaluating applications, interviewing t echniques & selection guidelines (Job description
& Job Specification)
10.4 Personnel r ecord processing and job offers
10.5 Skill Set
10.6 Training methodology & follow up
10.7 Staff schedule s and planning staff rota
10.8 Scheduling Techniques and Planning
10.9 Motivating t he Staff
10.10 Motivation Techniques and Staff recognition
10.11 Importance of Communication and incentive Programs
10.12 Multitasking and Cross Training
10.13 Performance Appraisals
References:
1. Hotel Front Office Operations & Management by Jata Shankar Tiwari
2. Front Office Management by S.K . Bhatnagar
3. Front Office Management & Operations by Sudhir Andrews
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