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Fundamentals of Hospitality 2017/2018

  • 5 ECTS
  • Taught in Portuguese
  • Continuous Assessment

Objectives

After completing the course, the student should be able to:
- Identify and distinguish the characteristics of different tourism enterprises and of the hospitality industry;
- Recognize the characteristics of the organizationof an independent hotel and chain;
- Recognize the various types of hotel contracts;
- Identify and distinguish the various scenarios of competition and occupancy;
- Calculate benchmarks for the results of a hotel;
- Constructively criticize hotels and restaurants units, from the professional point of view and as a customer;
- Recognize the social mission of hospitality services

Recommended Prerequisites

none

Teaching Metodology

This course will use the lecture method to present the basic concepts of hotel units and their operation as a business. Subsequently, the organization will allow
teams to explore their involvement as organizers and planners of the teams of a hotel unit. Then, through critical exercise and simulation of their participation as
a client in reservations, students will explore the critical points of hotel supply in the domestic market, on which they will work in groups. In order to better
mesure their critical ability as professionals and clients, they will make a personal visit to a unit and criticize in the professional and client’s eye, confirming the
active and participatory methods of the course.
Mixed Assessement
Final Examination / Equivalent - Assessment Test - 60%
Individual work - 20%
Group work - 20%

Body of Work

1 Introduction to the concept of hospitality and hotel industry.
2 Minimum requirements in Hospitality - Legislation in force.
3 Characteristics of Hotel Services.
4 Sales in Hotels. The hotel trip - before, during and after the stay.
5 Private Hotels and Chain. Integrated chain and Soft-brands. Cross-organization of the chain. Job-descriptions and Organizational Chart of a hotel.
6 Organization of teams and schedules.
7 Organization of the infrastructure of a hotel unit
8 Basic concepts of hospitality management and the day-to-day used vocabulary
9 Hotel Reservations and hotel contracts.
10 environmental attitude in hotels.
11 Code of Ethics in Hotels.
12 Surveys of satisfaction in hotels services

Recommended Bibliography

- Moreira, Isabel; A Excelência no Atendimento, Lidel, Lisboa 2010
- Rodrigues Costa; Introdução à Gestão Hoteleira, Lidel, Lisboa 2008
- Marques, J. Albano; Introdução à Hotelaria, , Civilização Editora, Porto 2007
- Rutherford, D.G., O’Fallon, M.J.; Hotel Management and Operations, John Wiley & Sons, Inc. New Jersey USA 2007
- Dahalia, N.N.; Fundamentals of Hotel Management and Operation, Pearl Books, New Delhi 2007
- Heppell, M.; 5Star Service – How to deliver exceptional customer service; Prentice Hall Businesses-Pearson, Harlow UK 2010
www.turismodeportugal.pt

www.turismodeportugal.pt
www.accor.com
www.bookings.com
www.hoteis.com
www.centraldereservas.com
www.querohotel.com
www.aportugal.com
www.kayak.com
www.expedia.com
www.pousadasdeportugal.pt
www.abreu.pt
www.turismodelisboa.pt

Complementary Bibliography

a designar

Weekly Planning

Lesson 1: Welcome Week
Lesson 2: Welcome Week
Lesson 3: Presentation of the students and the teacher. Presentation of the course program. Hospitality concept.
Lesson 4: Characterization of several hospitality companies. Hospitality Trends.
Lesson 5: Travel in Hotel - customer perspective. Hotel chains.
Lesson 6: Characterisation of the hotel work. Hotelier Vocabulary.
Lesson 7: Traveling in a hotel - Perspective of Hospitality. Operating departments Hotel.
Lesson 8: Reservation treatment - basic information, rules and procedures.
Lesson 9: Hotel Management basic concepts - Application exercises.
Lesson 10: Hotel Management basic concepts - Application exercises.
Lesson No. 11: Quality Surveys in Hospitality.
Lesson 12: Legislation Basis for Hospitality.
Lesson 13: Personal Organization hotel. part 1
Lesson 14: Personal Services - Part 2 - application exercises.
Lesson 15: Personal Services - Part 3 - application exercises.
Lesson 16: Field Trip.
Lesson 17: Presentation of Group Essays on Reservations
Lesson 18: Presentation of Group Essays on Reservations
Lesson 19: Environmental Protection in Hospitality.
Lesson 20: Environmental Protection in Hospitality - continued.
Lesson 21: Codes of Ethics in Hospitality.
Lesson 22: Customer Service
Lesson 23: Field Trip
Lesson 24: Field Trip
Lesson 25: revisions for the test
Lesson 26: Evaluation Written Test

Demonstration of the syllabus coherence with the curricular unit's objectives

The identification and characterization of tourist enterprises and the hospitality industry is essential to the integration of students in it’s surroundings, in
academic examples that students will study, as well as in moments of contact with hosting companies in several courses: Internship in F & B , Project in Hospitality Industry, Seminar in Hospitality and Hospitality Internship. Thus, the points 1-7 of the program will provide students with practical examples. The specific business context of this activity is highlighted in paragraphs 8-12, where quantitative and qualitative indexes are exemplified. The social mission is evidenced by the contents of paragraph 13 with the characterization of services tailored for the Inclusive Tourism.

Demonstration of the teaching methodologies coherence with the curricular unit's objectives

Taking into account the proposed objectives and the basic knowledge to transmit, the lecture method cannot be dismissed, in addition to academic simulation exercises. However, in the process of confirming the examples given, and that are visible in hotels and restaurants that fill the day-to-day lives of students, direct contact with reality is promoted so that they can develop a critical spirit as professionals and customers. The practical work which is oriented, promotes research before and after contact with this reality, allowing students to confirm the results of their research, their experience in touch with reality, identifying, formalizing and systematizing in presentations and papers, the findings and the relevance of the material taught.

relevant generic skillimproved?assessed?
Achieving practical application of theoretical knowledgeYesYes
Adapting to new situations  
Analytical and synthetic skillsYesYes
Balanced decision making  
Creativity  
Cultural awareness  
Ethical and responsible behaviour  
Foreign language proficiencyYes 
Information and learning management  
IT and technology proficiencyYesYes
Leadership  
Problem Analysis and AssessmentYes 
Problem-solvingYesYes
Relating to others  
Research skills  
Self-assessmentYes 
TeamworkYesYes
Understanding multiculturalism and valuing diversity  
Working in international context  
Written and verbal communications skillsYesYes
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