ANNA UNIVERSITY :: CHENNAI 600 025 UNIVERSITY DEPARTMENTS M.B.A. HOSPITALITY MANAGEMENT I IV CURRICULUM & SYLLABI SEMESTER I Sl.

l. No. 1 2 3 4 5 6 7 8 COURSE CODE BH9101 BH9102 BH9103 BH9104 BH9105 BH9106 BH9107 BH9108 COURSE TITLE Quantitative Techniques for Hospitality Management Economic Analysis for Service Organizational Behaviour Business Communication Accounting for Hospitality Industry Legal Aspects for Hospitality Industry Indian Culture and Ethos Seminar-I Trends in Hospitality Industry Total SEMESTER II Sl. No. 1 2 3 4 5 6 7 8 9 COURSE CODE BH9121 BH9122 BH9123 BH9124 BH9125 BH9126 BH9127 BH9128 BH9129 COURSE TITLE Relationship Management Supply Chain in Hospitality Industry Financial Management for the Hospitality Industry Hospitality Services Marketing Human Resource Management Management Information Systems Service Research Methods IT Applications for Hospitality Industry Practical Seminar-II Hospitality Etiquette and Ethics Total L 3 3 4 4 3 3 3 0 0 23 T 0 0 0 0 0 0 0 0 0 0 P 0 0 0 0 0 0 0 4 2 6 C 3 3 4 4 3 3 3 2 1 26 L 3 4 3 3 3 3 3 0 22 T 1 0 0 0 1 0 0 0 2 P 0 0 0 0 0 0 0 2 2 C 4 4 3 3 4 3 3 1 25

SEMESTER III Sl. COURSE COURSE TITLE 1 L T P C

No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

CODE BH9109 BH9110 BH9111 BH9112 BH9113 BH9114 BH9115 BH9116 BH9117 BH9118

International Business Management Strategic Hospitality Management Hospitality Service Planning and Development Hospitality Sales and Advertising Management Tourism, Travel and Transportation Management Medical Tourism Hotel and Catering Management Services Quality Management Summer Project - of 6 to 8 weeks Seminar-III Infrastructure Management TOTAL

3 3 3 3 3 3 3 3 0 0 24

0 0 0 0 0 0 0 0 0 0 0

0 0 0 0 0 0 0 0 0 2 2

3 3 3 3 3 3 3 3 2 1 27

SEMESTER IV Sl. No. 1, COURSE CODE BH9130 COURSE TITLE Project Work TOTAL L 0 0 T 0 0 P 24 24 C 12 12

Note: Students need to undergo any one Foreign Language course (such as French, German, Japanese) offered by the Department of English, Anna University, Chennai 25 for Course completion and award of degree.

BH9101

QUANTITATIVE TECHNIQUES FOR HOSPITALITY MANAGEMENT

LTPC 310 4

UNIT I INTRODUCTION TO DESCRIPTIVE STATISTICS 12 Statistics Definition, Data, Tests-Samples and Populations-Presentation and Analysis of Data. Measures of Central Tendency Mean, Median and Mode. Measures of Dispersion Moments, skewness and Kurtosis. UNIT II FORECASTING METHODS 12

Correlation analysis Simple Linear Regression- Time series analysis: Variations in time series, trend analysis, cyclical variations, seasonal variations and irregular variations. Index Numbers Laspeyres, Paasches and Fishers Ideal index. UNIT III TRANSPORTATION ASSIGNMENT APPLICATIONS 12 Transportations Models (Maximizing and Minimizing)- Initial Basic Feasible Solutions Test for Optimality Iteration towards optimality. Assignment Models (Minimizing and Maximizing) Solution thro Hungarian Algorithm Traveling Salesmen models Crew assignment problems. UNIT IV INVENTORY MODELS 12 EOQ and EBQ models for uniform and variable demand With and without shortages -Quantity discount models. Probabilistic inventory models UNIT V QUEUING MODELS AND SIMULATION 12 Queuing Theory - single and Multi-channel models infinite number of customers and infinite calling source. Decision making under risk Decision trees Decision making under uncertainty. Monte Carlo simulation Techniques for decision making. TOTAL: 60 PERIODS TEXT BOOKS:

1. Anderson, Sweeney and Williams, Quantitative Methods for Business, Thomson

Publishing 10th Edition, 2005 2. Richard I. Levin, David S. Rubin, Statistics for Management, Pearson Education, 7th Edition. REFERENCES: 1. Aczel A.D. and Sounderpandian J., Complete Business Statistics, 6th edition, Tata McGraw Hill Publishing Company Ltd., New Delhi, 2004. 2. Panneerselvam R., Operations Research, Prentice Hall of India, Fourth Print, August 2008. 3. Prem S. Mann, Introductory Statistics, Wiley Student Edition, Fifth Edition. 4. Gupta P.K, Hira D.S, Problems in Operations Research, S.Chand and Co, 2007

BH9102

ECONOMIC ANALYSIS FOR SERVICE

LTPC 400 4

UNIT I INTRODUCTION TO SERVICE ECONOMY 12 Introduction to service economy The nature and scope of service economy The role of service economy to national and global economic development Service economy Microeconomic perspectives Market for service Competitive Vs non-competitive markets Market price The role of theories and models Positive and normative economic analysis The role of government in the service economy. UNIT II MARKET DEMAND 12 Market forces Market demand and Market supply Individual demand and supply Determinants of market forces Market Equilibrium Changes in market equilibrium Elasticities of demand and supply short-run and long-run elasticities Determinants of elasticity Estimation of demand Consumer behaviour Utility and choice Consumer surplus. UNIT III PRODUCTION FUNCTION 12 Production function Short-run and long-run production Production with one or more than one variable input Diminishing marginal returns Input substitution Returns to scale Economies and diseconomies of scale Economies of scope. UNIT IV COST OF PRODUCTION 12 Cost of production Different types of cost Short-run and long-run cost of production Marginal and average cost concepts Relationship between average and marginal costs Determinants of cost of production Cost Minimising input choices Expansion path of firm Dynamic changes in costs The learning curve. UNIT V MARKET SYSTEMS 12 Analysis of market Perfect versus imperfect markets Features of different market systems Producers behaviour Profit maximization and choosing output short-run and long-run analysis of different markets Pricing of product Competition versus cost based pricing methods. TOTAL: 60 PERIODS REFERENCES : 1. Pindyek, R.S. and Rubinfeld, D.C.Microeconomics, Prentice-Hall of India, New Delhi, 2007. 2. Salvatore, D, Managerial Economics, Tata McGraw Hill Publication, New Delhi, 2007. 3. Stephen, Kermaranayake, Cilani, Roberts Tenry, Hausan, Kava and Arhcilbald, Kate, Economic Analysis for Management and Policy, Tata McGraw Hill, New Delhi, 2005.

BH9103

ORGANIZATIONAL BEHAVIOUR

LT P C 3003

UNIT I FOCUS AND PURPOSE 5 Definition, need and importance of organizational behaviour Nature and scope Frame work Organizational behaviour models. UNIT II INDIVIDUAL BEHAVIOUR 12 Personality types Factors influencing personality Theories Learning Types of learners The learning process Learning theories Organizational behaviour modification. Misbehavior Types Management Intervention. Emotions - Emotional Labour Emotional Intelligence Theories. Attitudes Characteristics Components Formation Measurement- Values. Perceptions Importance Factors influencing perception Interpersonal perception- Impression Management. Motivation importance Types Effects on work behavior. UNIT III GROUP BEHAVIOUR 10 Organization structure Formation Groups in organizations Influence Group dynamics Emergence of informal leaders and working norms Group decision making techniques Team building - Interpersonal relations Communication Control. UNIT IV LEADERSHIP AND POWER 8 Meaning Importance Leadership styles Theories Leaders Vs Managers Sources of power Power centers Power and Politics. UNIT V DYNAMICS OF ORGANIZATIONAL BEHAVIOUR 10 Organizational culture and climate Factors affecting organizational climate Importance. Job satisfaction Determinants Measurements Influence on behavior. Organizational change Importance Stability Vs Change Proactive Vs Reaction change the change process Resistance to change Managing change. Stress Work Stressors Prevention and Management of stress Balancing work and Life. Organizational development Characteristics objectives . Organizational effectiveness TOTAL: 45 PERIODS TEXT BOOKS 1. Stephen P. Robbins,Timothy A Judge, Seema Sanghi, Organisational Behavior, Pearson Education , 13th edition, 2009. 2. Fred Luthans, Organisational Behavior, McGraw Hill, 11th Edition, 2001. REFERENCE 1. Florence Berger, Judi Brownell, Organisational Behaviour for the Hospitality Industry, Prentice Hall US 2009,

BH9104

BUSINESS COMMUNICATION

LT P C 3003

UNIT I COMMUNICATION IN BUSINESS 9 Systems approach, forms, functions and principles of communication, management and communication, communication patterns, barriers to communication, interpersonal perception SWOT analysis, Johari Window, Transactional Analysis. UNIT II NON-VERBAL AND INTERCULTURAL COMMUNICATION 9 Importance of non-verbal communication, personal appearance, facial expressions, movement, posture, gestures, eye contact, voice, beliefs and customs, worldview and attitude. UNIT III ORAL COMMUNICATION 9 Listening Types and barriers to listening, speaking planning and audience awareness, persuasion goals, motivation and hierarchy of needs, attending and conducting interviews, participating in discussions, debates and conferences, presentation skills, paralinguistic features, fluency development strategies. UNIT IV BUSINESS CORRESPONDENCE 9 Business letter, Principles of business writing, memos, e-mails, agendas, minutes, sales letter, enquiries, orders, letters of complaint, claims and adjustments, notice and tenders, circulars corporate communication. UNIT V BUSINESS PROPOSALS & REPORTS 9 Project proposals- characteristics and structure- Project reports types- characteristics,structure-Appraisal reports performance appraisal, product appraisal- Process and mechanics of report writing- visual aids- abstract - executive summary- recommendation writing- definition of terms. TOTA L: 45 PERIODS TEXT BOOKS: 1. Raymond V. Lesikar, John D Pettit and Mary E. Flatly. 2007. Lesikars Basic Business Communication. 10th ed. Tata McGraw-Hill, New Delhi. 2. Sharon J. Gerson, and Steven M. Gerson. Technical Writing: Process and Product, Pearson Education, New Delhi, 5th Edition. 3. Murphy, Herta A., Herbert W. Hildebrandt and Jane P. Thomas, 2008. Effective Business Communication, 7th Ed. Tata McGraw Hill, New Delhi. 4. Bovee, Courtland and John V. Thill, 2008. Business Communication Today, 9thed.Pearson Education, New Delhi. REFERENCES 1. McGrath, E.H., S.J. 2008, Basic Managerial Skills for All. 8th ed. Prentice Hall of India, New Delhi. 2. Meenakshi Raman, Prakash Singh. 2008, Business Communication, OUP, New Delhi. 3. Bonnye E Stuart, Marilyn S Sarow and Laurence Stuart. 2007, Integrated Business Communication in a Global Market Place. 3rd. ed. John Wiley India, New Delhi. 4. Mary Ellen Guffey, 2004, Business Communication: Process and Product, 3rd. ed.Thomson and South- Western, Bangalore. 5. Dennis L. Wilcox. Glen T. Cameron, Public Relations 9/e: Strategies and Tactics, Pearson Education, 2009. 6

BH9105

ACCOUNTING FOR HOSPITALITY INDUSTRY

LT P C 3104

UNIT I THE ACCOUNTING FRAMEWORK 9 Basic Accounting Concepts- Processing Business Transactions- Journalizing, Posting to Ledger and Taking a Trial Balance- Special-Purpose Journals and Subsidiary Ledgers. UNIT II FINANCIAL STATEMENTS 12 Statement of Income and Expenditure, the P & I Account -The Balance Sheet - Ratio Analysis Fund flow and Cash Flow Statements - Financial Statement Analysis UNIT III ACCOUNTING FOR MANAGEMENT DECISIONS 12 Cost-Volume-Profit Relationships- - Forecasts in Sales and Revenue- Maximizing SalesMarginal costing- Contribution approach- Activity based costing - Responsibility accounting ABC analysis target costing. UNIT IV COST CONTROLLING 15 Costs and Controls in Food Purchasing-Food Receiving, Storage and Issuing- Food Production-Beverage Purchasing, Receiving, Storing and Issuing- Beverage Production etc. Costs and controls in Labor- Controls in Sales- Controls for Other Expenses. UNIT V REVENUE MANAGEMENT IN HOSPITALITY INDUSTRY 12 Internal Assessment - Competition Analysis - Demand Forecasting Itinerary planning Channel evaluation Cash and Inventory management - Dynamic Value-Based Pricing- Practical Applications in Lodging Food and Beverage- Sports, Entertainment, and Event Management,- Cruise, Spa, and Luxury Resorts- Gaming and Theme Parks. TOTAL: 60 PERIODS TEXTBOOKS: 1. Elisa S. Moncarz,and Nestor de J. Portocarrero, Accounting for Hospitality Industry Prentice Hall, US 2004. 2. Kimberly A. Tranter, Trevor Stuart-Hill, Juston Parker, Introduction to Revenue Management for The Hospitality Industry: Principles and Practices for the Real World, Prentice Hall US, 2009. REFERENCES: 1. Allen B. Asch, M. Ed. CCE, Hospitality Cost Control: A Practical Approach, Prentice Hall US, 2006. 2. Peter Harris, Accounting & Finance for the International Hospitality Industry, Elsevier Butterworth Heinemann 2000, 3. Chris Guilding, Accounting Essentials for Hospitality Managers, Butterworth Heinemann 2007. 4. Gareth Owen, Accounting for Hospitality, Tourism and Leisure, Person, 2004. 5. Frank Wood, P. M Lightowlens, Accounting in the Hotel & Catering Industry, Pearson UK 2004.

BH9106

LEGAL ASPECTS FOR HOSPITALITY INDUSTRY

LT P C 3003

UNIT I INTRODUCTION TO HOSPITALITY LAWS 9 Introductions - Hospitality Laws Concept of Law Origin and Sources of Law Indian Judicial System Administrative and Regulatory Agencies Procedures for Law Suit Settlement Alternative Dispute Resolution Negligence Trotious interference Defamation other torts UNIT II COMMERCIAL AND CORPORATE LAW OF HOSPITALITY INDUSTRY 9

Business Contracts Significant Hospitality Contracts Indian Contract Act 1872 Sales of Good Act 1930 Negotiable Instruments Act 1881 - Company Law - Nature and Types of Companies, Formation - Powers, Duties and Liabilities of a Director Corporate Governance. UNIT III TRAVEL AND TOURISM LAWS 9 Aspects of Hotel Law Construction Issues Billing Procedures Receive and Accommodate Laws Guest Rights Standards of care and hospitality practices - Loss of Injury and property Lien for compensation Public Health and Safety Laws Hotel and Tourism Taxes Essentials of food and Drug laws Passport and Visa laws. UNIT IV INDUSTRIAL LAWS, CONSUMER PROTECTION ACT AND VAT 9 Industrial Disputes Act Payment of Wages Act Payment of Bonus Act Consumer Protection Act VAT Anti Trust laws and Hotels UNIT V CYBER LAWS,IPR AND COPY RIGHTS IN HOSPITALITY INDUSTRY Cyber laws and Tourism laws for Hospitality Industry IT Act 2000 and 2002 e Transaction Acts Tourist safety and Security Acts Preservations and Conservation of heritage, Archeological and Wildlife IPR Copy rights Trademarks Concept of International Tourism Laws. TOTAL: 45 PERIODS TEXT BOOKS: 1. N.D.Kapoor, Elements of Mercantile Law, Sultan Chand and Company, India, 2006. 2. P.K.Goel, Business Law for Managers, Bizentra Publishers, India, 2008. 3. Twomey & Jennings, Business Law: Principles for Todays Commercial Environment. 1st Edition. 4. Marianne M. Jennings, Business: Its Legal, Ethical, and Global Environment, Thomson Learning, 7th Edition 5. Sawyer T.H. Facility Design and Management for Health, Fitness, Physical Activity and Sports Facility Development, 11th Edition 6. Neil J.Dougherty, Alan.S Goldberger, Linda Jean Carpenter, Second Edition. Sport, Physical Activity and the Law. Champaign IL: Sagamore REFERENCES: 1. P.P.S Gogna, Mercantile Law, S.Chand & Co Ltd, India, 4th Edition 2. Dr. Vinod, K. Singhania, Direct Taxes Planning and Management, 2008 3. Akhileshwar Pathack, Legal Aspects of Business, 4th Edition, Tata McGraw Hill,2007 4. Richard Stim, Intellectual Property Copy Rights, Trade Marks, and Patents, Cengage Learning, 2008. 5. V.S.Datey, Taxman Publication, 21st Edition, 2008. 8

BH9107

INDIAN CULTURE AND ETHOS

LT P C 3003

UNIT I INTRODUCTION 9 Salient features of Indian cultures socio, ethinic historical and religious perspectives of Indian culture Ancient Indian Culture Cultural transition. UNIT II CULTURAL DIMENSIONS 9 Key elements of Indian cultural dimensions Distinctiveness of Indian culture in personal life Social life work life - cultural traits under major religious background. UNIT III CULTURAL REFELECTIONS 9 Reflection in arts paintings Dance Music Ceremonies celebrations place of worships belief Attitude and perception Museum Special interest - Tourism. UNIT IV CULTURAL MIX 9 Cultural dissimilarities across world across nation major issues challenges to hospitality industry Influence of global culture emerging trends Impact on personel and work life Impact on tourist. UNIT V VALUE SYSTEMS & ETHOS 9 Indian ethos for management value oriented holistic Management Practices ethical issues in business Role of Government and corporate in Promoting ethical code of conduct Impact of value in hospitality products design and delivery systems. TOTAL: 45 PERIODS TEXT BOOKS: 1. F.R. Allchin, Conservation of Indian Heritage , Cosmo publications, New Delhi. 2. S.V.Venkateswara, Indian Culture through the ages: Education and propagation of culture, Longmans green and co. REFERENCES: 1. S.M.Dewan , Corporate governance in public sector enterprises , Pearson Longman (2006). 2. R.Balasubramanian , Tolerance in Indian culture , Indian council of Philosophical research (1992) 3. Rajiv Desai , Indian business culture - An Insiders guide , Butterworth and Heinemann (1999) 4. Ananda Das gupta , Human values in Management , Ashgate publishing limited (2004).

BH9108

SEMINAR I TRENDS IN HOSPITALITY MANAGEMENT

LT P C 0021

Note: Students are expected to prepare the oral & visual presentations based on current journal articles and submit a written review of the article in essay form on topics suggested below: 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Global hospitality industry environment Emerging trends in strategic alliances Emerging trends in travel industry Emerging trends in leisure time industry Emerging trends in Restaurants Emerging trends in Hotel industry Emerging trends Medical Tourism Trends in designing and execution of front office Information technology impact on managing hospitality services Merging technology with hospitality TOTAL: 30 PERIODS

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BH9121

RELATIONSHIP MANAGEMENT

LT P C 3003

UNIT I INTRODUCTION 9 Changing profile of customers in hospitality industry Need for relationship building Relationship Vs traditional approaches classification of customers - customer centric relationship approach Relationship environmental issues. UNIT II CONCEPTS 9 Conceptual frame work of relationship building Select customer relationship models stages in relationship formation and strategic relationship choices operational, Analytical, collaborative relationship Management Relationship life cycle. UNIT III INTERNAL CUSTOMERS 9 Role of people process & Technology in relationship building - features of customers driven organization managing customer experience in service delivery systems Key issues managing customer expectation and satisfaction Managing complaints. UNIT IV CUSTOMER PROFITABILITY 9 Customer life time value - Customer Profitability Vs Loyalty Measuring customer satisfaction prevention of customer defection Customer behavior in relation to service switching, reverse switching and variety seeking behavior Involving customer in purchase dissonance negotiation. UNIT V COMMUNICATION AND e CRM 9 Communicating with customers online and offline. Customer information management e CRM Introduction to CRM software packages emerging trends. TOTAL: 45 PERIODS TEXT BOOKS: 1. Stanley A. Brown, Customer Relationship Management, John Wiley and Sons, Canada, Ltd. 2. Jerry Fjermestad, Nicholas C. Romano, Electronic Customer Relationship Management, M.E.Sharpe (2006). REFERENCES: 1. H.Peeru Mohamed and A.Sahadevan , Customer Relationship Management, A Step by step Approach, Vikas Publishing. 2. Jill Dyche, The CRM Hand Book: A Business guide to customer Relationship Management , Pearson Education. 3. Roger J. Best Market _ Based Management Stratgies for Growing Customer Value and Profitability. 4. Bernd H.Schmitt, Customer Experience Management, John Wiley And Sons,( 2003 ) 5. Rob Jackson and Paul Wang, Strategic Database Marketing , NTC Business books. (1994) 6. Paul Greenberg, CRM AT SPEED OF LIGHT : Capturing and Keeping Customers in Internet real time , Third edition, McGraw Hill Company (2004).

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BH9122

SUPPLY CHAIN IN HOSPITALITY INDUSTRY

LT P C 3003

UNIT I INTRODUCTION TO SUPPLY CHAIN AND OUTSOURCING 9 Supply Chain Definitions, Key Concepts, Enablers and Importance Customer Service and Cost Trade offs. Supply Chain Performance Measures. Outsourcing The Strategic approach for Make Vs Buy Continuum Identifying Core processes Market Vs Hierarchy Sourcing Strategy: Portfolio approach and Impact of internet on sourcing. UNIT II CUSTOMER SERVICE GOALS 9 Product Nature, Characteristics, Packaging and Pricing. Customer Service Definition, importance, Sales service relationship definition and modeling, Cost vs. service, determining optimum service levels, Service variability and contingencies. Order processing definitions, order cycle time, factors affecting order processing. UNIT III MANAGING FLOWS IN SUPPLY CHAINS 9 Transportation Drivers, Modes, Measures - Strategies for Transportation Vehicle Scheduling Transportation costs in E-Retailing. Planning Networks Design and Operations Location of Service Systems. Distribution of hospitality services direct marketing. Role of IT on SCM Framework for IT adoption in SCM. UNIT IV SUPPLY CHAIN INTEGRATION AND RESTRUCTURING 9 Integration Internal and External Building Partnerships and Trust in a Supply Chain. Channel partners key drivers influencing choice of channel partners Delivery Negotiation. Supply Chain Mapping, Process Restructuring. Postponement Strategy and point of Differentiation. Restructuring the supply chain architecture. UNIT V ORGANISATION AND CONTROL 9 Organisation Structure need and development. Organizational Choices, Orientation and positioning. Interfunctional and interorganisational management alliances and partnerships. Control Process framework, system details, information, measurement and interpretation. TOTAL: 45 PERIODS TEXT BOOKS: 1. Janat Shah, Supply Chain Management, Pearson Education, 2008. 2. Ronald H. Ballou, Business Logistics and Supply Chain Management, Pearson education,5th Edition REFERENCES: 1. Mohanty R.P and Deshmukh S.G, Supply chain theories and practices, Biztantra publications, 2007. 2. Mohanty R.P and Deshmukh S.G, Indian Case studies in Supply chain Management and other learning resources, Biztantra publications, 2007.

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BH9123

FINANCIAL MANAGEMENT FOR THE HOSPITALITY INDUSTRY

LT P C 4004

UNIT I INTRODUCTION TO FINANCIAL MANAGEMENT 12 A Basic Understanding of Financial Management Profit vs Wealth MaximizationTime value of money - Financial Markets- Capital Markets, Money Market - Financial Instruments-- Key Financial Intermediaries in the Hospitality Industry. UNIT II THE RELATIONSHIP BETWEEN RISK AND RETURN 12 Risk. Returns and Distributions Diversification - Beta. Expected Return and the Security Market LineBonds - Bond Features-. Bond Ratings-. Valuing Corporate Bonds. Computing Yield to Maturity on Corporate Bonds. Bonds with Semi-Annual Coupon Payments. Preferred Stock- Basic Preferred Stock Terminology. Preferred Stock Features. Valuing Preferred Stock - Common Stock-Common Stock Features. Valuing Common Stock. General Dividend Valuation Model - Zero-Growth Dividend Valuation Model. Constant-Growth Dividend Valuation Model. Valuing Common Stock with Multiple Growth Rates. - Investors Rate of Return and Growth. UNIT III COST OF CAPITAL AND CAPITAL STRUCTURE 12 The Weighted Average Cost of Capital - The Cost of Debt- The Cost of Preferred Stock Cost of Internal Equity - Cost of. External Common Equity - New Issues of Common Stock. Financial Planning for the Hospitality- Capital Structure Theory - Factors in the Determination of a Firms Capital Structure UNIT IV CAPITAL BUDGETING ANDWORKING CAPITAL MANAGEMENT 12 Classifying Capital Budgeting Projects- The Capital Budgeting Decision and Cash Flow Estimation - Uses -Managing Working Capital. UNIT V OTHER FINANCIAL ISSUES 12 Leasing, Expansion, Franchising - Asset Management in the Hospitality IndustryValuation of Hospitality Real Estate - Hotel Appraisal Requirements - The Hotel Appraisal Process- Approaches to Hotel Valuation -Thumb rules-Revenue Multipliers.Reconciliation of Value. TOTAL : 60 PERIODS TEXT BOOKS: 1. I.M.Pandey, Financial Management, Vikas, 2007

2. M.Y. Khan & Jain, Financial Management, McGrawHill 2008.

REFERENCES: 1. Robert E. Chatfield, Michael C. Dalbor, Hospitality Financial Managment: Prentice Hall US 2005 2. William P. Andrew, James W. Damitio, Ph.D, CMA,Raymond S. Schmidgall, Financial Management for the Hospitality Industry: Prentice Hall US 2007. 3. Chris Guilding, Financial Management for Hospitality Decision makers, Butterworth Heinemann, 2005.

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BH9124

HOSPITALITY SERVICES MARKETING

LT P C 4004

UNIT I INTRODUCTION 12 Conceptual frame work of services marketing Nature of services -Distinction between pure products and services -Service classification. Service Package. Various strategic approaches for marketing of hospitality services Traditional Vs. Hospitality Marketing Mix -Internet strategies UNIT II HOSPITALTIY SERVICES 12 Category of Hospitality services - Hotels & Restaurants travel resorts clubs performing arts exhibitions - Cinema Food and beverages etc. specific service features services life cycle branding of hospitality services brand image building UNIT III HOSPITALITY SERVICES DESIGN 12 New Service Development Process, Innovation, Service system design. Service system design tools Service Blue-printing. Managing Service Experience. Front-office Back-office Interface - Service scape Implication for Service Design. UNIT IV MARKET ANALYSIS AND MANAGEMENT 12 Market segmentation for hospitality services- Targeting & positioning National & Global perspectives Analysis of market share competitor analysis Demand Supply trend analysis. Capacity Strategies Yield management UNIT V PRICING & SALES PROMOTION 12 Pricing of hospitality services major consideration differential pricing policy Pricing Negotiation role of government agencies, intermediaries and regulatory sales promotion -Introduction to public relations (PR) - PR process and activities of PR - PR opportunities for the service industry Push Vs Pull Strategies online & offline advertisements emerging trends. TOTAL : 60 PERIODS TEXT BOOKS: 1. Robert Reid, Hospitality Marketing Management , 4th edition ; Wiley publishing Inc (2006). 2. Christopher H.Lovelock : Services Marketing : People technology , Strategy , Pearson Education Asia.6th Edition REFERENCES: 1. William Lazer & Roger A. Layton , Contemporary Hospitality Marketing : A Service Management Approach, Educational Institute American Hotel and Motel Association. 2. Philip Kotler , Brown and Maken , Marketing for Hospitality and tourism , Pearson Education India.4th Edition 3. Sudhir Andrews, Food and Beverages Service, Tata McGraw Hill New Delhi. 4. G.Raghubalan, Smritee Raghubalan, Hotel Housekeeping, Oxford University Press (2009). 5. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton, Service Operations Management, South-Western, Cengage Learning, 2006. 6. Olsen M.D, Chung Y, Graf N, Lee.K.2005.Branding: Myth and Reality in the Hotel Industry. 7. James A. Fitzsimmons, Mona J. Fitzsimmons, Service Management Operations, Strategy, Information Technology, Tata McGraw Hill Edition 2006. 14

BH9125

HUMAN RESOURCE MANAGEMENT

LTPC 3 003

UNIT I PERCEPTIVE IN HUMAN RESOURCE MANAGEMENT 5 Evolution of human resource management The importance of the human factor Objectives of human resource management Inclusive growth and affirmative action -Role of human resource manager Human resource policies Computer applications in human resource management Human resource accounting and audit. UNIT II THE CONCEPT OF BEST FIT EMPLOYEE 8 Importance of Human Resource Planning Forecasting human resource requirement Internal and External sources. Selection process screening Tests - Validation Interview - Medical examination Recruitment introduction Importance Practices Socialization benefits. UNIT III TRAINING AND EXECUTIVE DEVELOPMENT 10 Types of training methods purpose benefits resistance. Executive development programmes Common practices - Benefits Self development Knowledge management. UNIT IV SUSTAINING EMPLOYEE INTEREST 12 Compensation plan Reward Motivation Theories of motivation Career management Development of mentor Protg relationships. UNIT V PERFORMANCE EVALUATION AND CONTROL PROCESS 10 Method of performance evaluation Feedback Industry practices. Promotion, Demotion, Transfer and Separation Implication of job change. The control process Importance Methods Requirement of effective control systems grievances Causes Implications Redressal methods. TOTAL: 45 PERIODS TEXT BOOK: 1. Decenzo and Robbins, Human Resource Management, Wiley, 8th Edition, 2007. 2. Dessler Human Resource Management, Pearson Education Limited, 2007, 11th Edition. REFERENCES: 1. Dana V. Tesone, Human Resource Management in the Hospitality Industry. A Practitioners Pespective. 2. Michael J.Bollea & Steven Goss, Turner, Human Resource Management in the Hospitality Industry, Butterworth Heinemann, 2005. 3. Micheal Riley , Human Resource Management in the Hospitality & Tourism Industry , Butterworth Heinemann,2005 4. Dennis Nickson, Human Resource Management for the Hospitality & Tourism Industries, Butterworth 2006. 5. Shirley A.Gilmore Cases in Human Resource management in the Hospitality , Pearson US,2005. 6. NRAEF Management First: Human Resource Management and Supervision, National Restaurant Association Educational Foundations, 2007. 7. Darren Lee Ross HRM in Tourism Hospitality Cengage, 1999.

15

8. Sudhir Andrews, Human Resource Management; A Text Book for the Hospitality Industry, Tata McGraw Hill 2009.

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BH9126

MANAGEMENT INFORMATION SYSTEMS

LT P C 3003

UNIT I INTRODUCTION 9 Data, Information, Intelligence, Information Technology, Information System, evolution, types based on functions and hierarchy, System Analyst Role, Functions. UNIT II SYSTEMS ANALYSIS AND DESIGN 9 SDLC, SSLC, Systems Analysis and System Design, Tools DFD ER Object modeling, DBMS RDBMS OODBMS. UNIT III INFORMATION SYSTEM 9 Financial, Marketing, Personnel, Production, Materials Information System, DSS, EIS, KMS, Hospitality Information Systems -Tourism marketing information system, Hotel Management Information System UNIT IV SECURITY AND CONTROL 9 Security, Testing, Error detection, Controls, IS Vulnerability, Computer Crimes, Securing the Web, Intranets and Wireless Networks, Software Audit, Ethics in IT. UNIT V NEW IT INITIATIVES 9 Applications of Artificial Intelligence in Hospitality Management, e- business, e-governance, ERP, Data warehousing and Data Mining, Business Intelligence TOTAL: 45 PERIODS TEXT BOOKS: 1. Robert Schultheis and Mary Summer, Management Information Systems The Managers View, Tata McGraw Hill, 2008. 2. Kenneth C. Laudon and Jane Price Laudon, Management Information Systems Managing the digital firm, Pearson Education Asia, 11th Edition. REFERENCES: 1. Gordon B. Davis, Management Information System : Conceptual Foundations, Structure and Development, Tata McGraw Hill, 2000. 2. Haag, Cummings and Mccubbrey, Management Information Systems for the Information Age, McGraw Hill, 2005. 3. Turban, McLean and Wetherbe, Information Technology for Management Transforming Organisations in the Digital Economy, John Wiley, 2007. 4. Raymond McLeod and Jr. George P. Schell, Management Information Systems, Pearson Education, 10th Edition. 5. James O Brien, Management Information Systems Managing Information Technology in the E-business enterprise, Tata McGraw Hill, 2002. 6. Corey Schou and Dan Shoemaker, Information Assurance for the Enterprise A Roadmap to Information Security, Tata McGraw Hill, 2007. 7. Frederick Gallegor, Sandra Senft, Daniel P. Manson and Carol Gonzales, Information Technology Control and Audit, Auerbach Publications, 2007.

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BH9127

SERVICE RESEARCH METHODS

LT P C 3003

UNIT I INTRODUCTION 9 Service Research Definition and Significance the research process Types of Research Exploratory and causal Research Theoretical and empirical Research Cross Sectional and time series Research Research questions / Problems Research objectives Research hypotheses characteristics Research in an evolutionary perspective the role of theory in research. UNIT II RESEARCH DESIGN AND MEASUREMENT 9 Research design Definition types of research design exploratory and causal research design Descriptive and experimental design different types of experimental design Validity of findings internal and external validity Variables in Research Measurement and scaling Different scales Construction of instrument Validity and Reliability of instrument. UNIT III DATA COLLECTION 9 Types of data Primary Vs Secondary data Methods of primary data collection Survey Vs Observation Experiments Construction of questionaire and instrument Validation of questionaire Sampling plan Sample size determinants optimal sample size sampling techniques Probability Vs Nonprobability sampling methods. UNIT IV DATA PREPARATION AND ANALYSIS 9 Data Preparation editing Coding Data entry Validity of data Qualitative Vs Quantitative data analyses Bivariate and Multivariate statistical techniques Factor analysis Discriminant analysis cluster analysis multiple regression and correlation multidimensional scaling Application of statistical software for data analysis. UNIT V REPORT DESIGN,WRITING AND ETHICS IN BUSINESS RESEARCH 9

Research report Different types Contents of report need of executive summary chapterization contents of chapter report writing the role of audience readability comprehension tone final proof report format title of the report ethics in research ethical behaviour of research subjectivity and objectivity in research. TOTAL: 45 PERIODS TEXT BOOKS: 1. A.Parasuraman, Dhruv Grewal and R.Krishnan, Marketing Research, Biztantra, New Delhi, 2004. 2. Alvin C.Burns and Ronald F.Bush, Marketing Research, Pearson Education, New Delhi, 2006. 3. Gilbert A.Churchill, Jr.And Dawn Iacobucci, Marketing Research, South Western cengage Learning, New Delhi, 2005. 4. G.C.Beri, Marketing Research, Tata McGraw Hill Publishing Company Ltd., New Delhi, 2008.

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BH9128

IT APPLICATIONS FOR HOSPITALITY INDUSTRY

LTPC 0042 8 16 12 8 16

DOCUMENTATION Word, Presentation and Web publishing packages COMPUTATION Data Analysis and model building using Spreadsheet ACCOUNTING Journal entry, Trial balance, Profit & Loss Statement, Final Balance Sheet DATABASE MANAGEMENT Database creation, manipulation and transactions using query languages. STATISTICAL Analyse research data using parametric and non-parametric tests.

TOTAL: 60 PERIODS

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BH9129

SEMINAR II HOSPITALITY ETIQUETTE AND ETHICS

LT P C 0021

Note: Students are expected to prepare the oral & visual presentations based on current journal articles and submit a written review of the article in essay form on topics suggested below: 1. People Skills and Life Skills (civility, courtesy, problem-solving, diversity, communication, stress management, delegation, time management, and humility) Tourism and Culture Indian and Global perspective Cross cultural Hospitality Etiquette Corporate Social Responsibility Manners, Etiquette and Style for Hotel Management, Travel and Tourism Management Etiquette Training & Grooming Professional Ethics in Hospitality Management - Hotel Management, Travel and Tourism Management Ethical Decision making in business Event Planning Customs Indian and Global perspective TOTAL: 30 PERIODS

2. 3 4. 5 6. 7. 8. 9. 10.

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BH9109

INTERNATIONAL BUSINESS MANAGEMENT

LT P C 3003

UNIT I INTRODUCTION 6 International Business Definition Internationalizing hospitality business-Advantages factors causing globalization of service business- international business environment for hospitality country attractiveness Political, economic, cultural environment and Legal requirements in popular tourist destinations in the world distinct features Protection Vs liberalization of global business environment for service. UNIT II INTERNATIONAL TRADE AND INVESTMENT 11 Promotion of global business the role of GATT/WTO multilateral trade negotiation and agreements VIII & IX, round discussions and agreements Challenges for global service business global trade and investment Need for global competitiveness service competitiveness Regional trade block Types Advantages and disadvantages RTBs across the globe brief history. UNIT III INTERNATIONAL STRATEGIC MANAGEMENT 11 Dynamics of service business - Strategic compulsions-Standardization Vs Differentiation Strategic options Global portfolio management- global entry strategy different forms of international business advantages- organizational issues of international business organizational structures controlling of international business approaches to control measuring performance in service. UNIT IV PRODUCTION, MARKETING, FINANCIAL AND HUMAN RESOURCE MANAGEMENT OF GLOBAL BUSINESS IN HOSPITALITY 11 Global supply chain issues Quality considerations- Globalization of markets, marketing strategy Challenges in product development , pricing, production and channel management- Investment decisions economic- Political risk sources of fundexchange rate risk and management strategic orientation Training and development compensation. UNIT V ETHICAL ISSUES IN INTERNATIONAL BUSINESS 6 Travel and Tourism - Hotels - Hospitals International chains nature of business, Ethical issues in International Business. TOTAL: 45 PERIODS TEXT BOOKS: 1. Charles W.I. Hill and Arun Kumar Jain, International Business, 6th edition, Tata Mc Graw Hill, 2009. 2. John D. Daniels and Lee H. Radebaugh, International Business, Pearson Education Asia, New Delhi, 2000. 3. James A. Fitzsimmons and J.Maia Fitzsimmons, service Management: operation, strategy, and Information Technology, Mc Graw Hill, New York, 2006. 4. Michael R. Czinkota, Ilkka A. Ronkainen and Michael H. Moffet, International Business, Thomson, Bangalore, 2005. 5. Aravind V. Phatak, Rabi S. Bhagat and Roger J. Kashlak, International Management, Tata Mc Graw Hill, 2006. 6. Oded Shenkar and Yaong Luo, International Business, John Wiley Inc, Noida, 2004.

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BH 9110

STRATEGIC HOSPITALITY MANAGEMENT

LTPC 3 003

UNIT I INTRODUCTION 9 The origin of Strategic Management The strategic management process Global competitiveness in Hospitality Industry Strategic thinking Strategic Management in the Hospitality Industry - Case Study. UNIT II MICRO AND MACRO STRATEGIC ENVIRONMENT 9 The environment and external stakeholders Hospitality Industry Structure Managing the operating environment Creating strategic direction Organization Mission Vision Values Corporate Social responsibilities Organizational Resources and Competitive advantage in travel and tourism organization - Case Study. UNIT III STRATEGY FORMULATION IN HOSPITALITY INDUSTRY 9 Generic Business Strategies Competitive dynamics Corporate level strategy & Restructuring Vertical Integration Strategies, Mergers & Acquisition Strategic restructuring Portfolio management for Hospitality industry - Case Study. UNIT IV STRATEGY IMPLEMENTATION IN HOSPITALITY INDUSTRY 9 Strategy Implementation for travel & tourism organization - Inter organizational relationship and the tourism culture Functional level resources strategy implementation through organization design and control - Case Study. UNIT V STRATEGIES FOR HOSPITALITY ENTREPRENEURSHIP 9 Entrepreneurial strategies Creativity and Innovation, Corporate entrepreneurship Global strategic management and the future Hospitality Infrastructure Development and Ownership Trends in Hospitality Industry - Trends in Strategic Leadership in Hospitality Industry Strategic issues in non profitable Hospitality companies - Case Study. TOTAL : 45 PERIODS TEXT BOOKS : 1. Evans, N Campbell, D and Stonehouse, G (2003) Strategic Management for Travel and Tourism. Oxford: Butterworth-Heinemann. 2. Harrison, J S and Enz, C A (2004) Hospitality Strategic Management: Concepts and Cases. Wiley, Chichester 3. Nigel Evans, David Campbell and George Stonehouse,(2003) Strategic Management for travel & Tourism, Elsevier Inc. 4. G. Johnson and K Scholes (2002) Exploring Corporate Strategy (6th edn). London: Prentice Hall. 5. Fred R. David, Strategic Management: Concepts & Cases, 11th Edition, Prentice Hall, 2007 6. Cases from Cornell Quarterly 7. Hotels magazine .. Blogs, website 8. American Hotel and Lodging Association AHLA

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BH 9111

HOSPITALITY SERVICE PLANNING AND DEVELOPMENT

LTPC 30 03

UNIT I INTRODUCTION 9 Hospitality Concept and Significance - Hospitality Industry Product(s) and service(s) Characteristics of Hospitality Services - Importance of planning and development in hospitality industry - Tourism policy and planning - Impact of Globalization. UNIT II HOSPITALITY PLANNING 9 Hospitality planning process - Nature, Purpose and Types - Strategic Service Vision integrative elements - Service operational planning and control - Process Analysis Process Simulation - Managing for growth multisite service lifecycle, industry roll ups and franchising Sustainable hospitality planning - Environmental Strategies Environmental impact analysis (EIA). UNIT III SERVICECAPE AND FACILITY DESIGN 9 Servicecape - Role of servicescape - Typology of Servicescape - Servicecape framework - environmental dimensions, moderator, internal responses, behavior -Facility Design - Factors influencing design - site selection models - facility layout. UNIT IV HOSPITALITY CAPACITY PLANNING 11 Capacity planning for hospitality services - Managing demand and supply; Yield Management, Revenue Management fixing room rate - Elements of system and implementation issues - Queuing models - Waiting Time Management Psychology of waiting. UNIT V FRONT OFFICE BACK OFFICE INTERFACE 7 Front office management Guest Interface- Concierge services- service recoveryManaging reservations - hotels, tourism, hospitals - Service decoupling firm level strategy and operational implementation - Role of technology, IT, business application softwares Guest Satisfaction tracking system -Remedies for Emergency safety and security. . TOTAL : 45 PERIODS TEXT BOOKS: 1. James A Fitzsimmons and Mona J,. Fitzsimmons, Services Management Operations, Strategy and Information Technology, Tata McGraw Hill, 2006. 2. Richard Metters, Kathryn King-Metters, Madeleine Pullman, Steve Walton, Service Operations Management, South-Western, Cengage Learning, 2006. REFERENCES: 1. Axler ,Management of Hospitality Operations, McGraw Hill Publishers, 1984.

2. Frank D Borsemik, The Management of Maintenance and Engineering Services

in Hospitality Industry, John Wiley and Sons, 4th edition, 1986. 3. Charles R, Goeldner & J.R.Ritchie, Tourism: Principles, Practices, Philosopher.

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BH9112 HOSPITALITY SALES AND ADVERTISING MANAGEMENT

LTPC 3 003

UNIT I INTRODUCTION TO ADVERTISEMENT 9 Concept and definition of advertisement Social, Economic and Legal Implications of advertisements setting advertisement objectives Ad. Agencies Selection and remuneration Advertisement campaigns case studies. UNIT II ADVERTISEMENT MEDIA 9 Media plan Type and choice criteria Reach and frequency of advertisements Cost of advertisements - related to sales Media strategy and scheduling. UNIT III DESIGN AND EXECUTION OF ADVERTISEMENTS 9 Message development Creating Positive impressions through media corporate image press and media relationship Different types of advertisements Layout Design appeal Copy structure Advertisement production Print Radio. T.V. and Web advertisements Media Research Concept Testing - Measuring impact of advertisements case studies. UNIT IV HOSPITALITY SALES PROMOTION 9 Scope and role of sale promotion Definition Objectives of sales promotion - sales promotion techniques Trade oriented and consumer oriented - Out sourcing sales promotion national and international promotion strategies Integrated promotion Coordination within the various promotion techniques Online sales promotions. UNIT V ISSUES AND TRENDS 9 Public Relations Opportunities for the Hospitality Industry Green Hospitality Multicultural Issues Crisis Management Overlapping Brands Using the Web to Market Tourism Destinations Recent Trends in Hospitality Marketing Case Studies. TOTAL: 45 PERIODS TEXT BOOKS: 1. Kotler, Bowen, Makens : Marketing for Hospitality and Tourism 5th edition, Prentice Hall, 2009 2. Kenneth Clow. Donald Baack, Integrated Advertisements, Promotion and Marketing communication, Prentice Hall of India, New Delhi, 2003. REFERENCES: 1. S. H. H. Kazmi and Satish K Batra, Advertising & Sales Promotion, Excel Books, New Delhi, 2001. 2. Wells, Moriarty & Burnett, Advertising, Principles & Practice, Pearson Education 7th Edition, 2007. 3. George E Belch and Michel A Belch, Advertising & Promotion, McGraw Hill, Singapore, 1998. 4. Sinha, P.C : Tourism marketing 5. Vearne, Morrisson Alison: Hospitality marketing.

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BH9113 TOURISM, TRAVEL AND TRANSPORTATION MANAGEMENT

LTPC 3 003

UNIT I INTRODUCTION 9 Tourism - Definitions and Concepts Components of tourism, Geographic components of tourism - Types of Tourists, Visitor, Traveler, and Excursionist Definition and differentiation Tourism, recreation and leisure, their interrelationships Tourism organization / Institutions Role and functions of International agencies in Hospitality industry. UNIT II TOURISM MANAGEMENT 9 Nature and characteristics features of tourism tourism activities motivation for tourism Tourism products Differentiation with other types of consumer products Elements and characteristics of tourism products - Tourism product production system, Tourism Product Life Cycle, typology of tourism products - Types and Forms of Tourism. UNIT III TRAVEL MANAGEMENT 9 Travel formalities - History, Growth, and present status of Travel Agency - Definition of Travel Agency and differentiation between Travel Agency and Tour Operation business Linkages and arrangements with hotels, airlines and transport agencies and other segments of tourism sector - Functions of a Travel Agent - Functions of a Tour Operator - Public and Private sector in Travel Agency Business and Tour Operation Business ebooking. UNIT IV TRANSPORTATION MANAGEMENT 9 Transport System - Different types of Transport - Impact of Science and Technology, Land Transport - Roadways Railways - Origin and Development, Water Transport Inland waterways steam boat cruises, Air Transport-Origin and development of Aviation Air Taxis Multinational air transport regulations nature, significance and limitations. UNIT V ECO TOURISM 9 Adventure Tourism - Adventure sports - Ecotourism and Sustainable Tourism - Eco-tel and Eco resorts - Theme Parks, Rural and Urban Tourism - Tourism Impacts - Outbound and Inbound Tourism Trends - Emerging trends, cause of variation of tourism trends. TOTAL : 45 PERIODS TEXT BOOKS: 1. Burkart & Medlik,(1974), Tourism in Past, Present & Future, Heinmann, London. 2. Foster Dennis L., The Business Of Travel Agency Operations and Administration (1993) Macmillan/ McGraw, Singapore, REFERENCES: 1. Sanjnani, Manohar, (1999), Tourism Business: A legal Perspectives, Gyan Publishing House Pvt. Ltd. New Delhi. 2. Singh, L. K., (2008), Trends In Travel And Tourism And Laws, Isha Books.. 3. Kandari, O.P. & Chandra Ashish, (2004), Tourism Development Principles Practice. 4. Hooloway J.C., The Business of Tourism (1983), MacDonald and Evans, Plymouth 5. Dixit Manoj & Charu Sheela : Tourism Products, New Royal Publishers, Lucknow(2001). 6. World Tourism organisation WTO website

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BH 9114

MEDICAL TOURISM

LTPC 300 3

UNIT I INTRODUCTION TO HEALTH CARE IN INDIA 9 Historical Review Health care services: Level & Types - Disease burden - Public Services in India - Private health care sector growth: a retrospective & road aheadPharmaceutical, Biotechnology - Health Insurance- Financing and delivery of health services: Issues & Challenges. UNIT II GLOBAL HEALTH 9 Global health Health Inequalities-Socioeconomic factor s& health-Globalization and emerging Infectious diseases- Health effects and Environment- Global health payers and players. UNIT III MACRO PERSPECTIVE 9 Effects of medical tourism in nations economy development of supporting services for medical tourism role of government Private sector voluntary agencies in promotion of medical tourism, Medical tourism significance- Medical tourism as an industryMedical tourism destinations Types and flow of medical tourists- Factors influencing choice of medical tourism destinations UNIT IV MARKETING STRATEGY and COMMUNICATION 9 Strategy formulation to attract and retain national and global medical tourists Positioning of Indian medical services Traditional and non traditional Wellness, Ayurvedic, Spa - Pricing of Medical Services. Integrated communication for medical tourists Online and offline communications Relationship management with medical tourists. UNIT V EMERGING TRENDS 9 Understanding Medical tourist satisfaction Protecting stakeholders interests in medical - tourism Ethics in Medical Tourism Asian / Western Medical Tourism Government Plans and Policies. TOTAL : 45 PERIODS REFERENCES: 1. Milica Z.,Bookman Karla R. Bookman, Medical Tourism in developing countries , palgrave Macmillan tm 2007. 2. Raj Pruthi , Medical Tourism in India , Arise publishers & Distributors, 2006 3. RNCOS, Opportunities in Medical Tourism in India(2007), RNCOS E-Services Pvt. Ltd., 2006. 4. Michael D. Horomitz Jeffrey A. Rosensweig, Medical Tourism Health Care in The global economy (Trends), Americal College of Physician Executive, 2007.

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BH9115 TPC

HOTEL AND CATERING MANAGEMENT 30 0 3

UNIT I STRUCTURE OF HOTEL INDUSTRY 6 Hotel industry Overview, Hierarchy in hotel chain, Global standards for hotels Star rating - Competition in hotel industry - Government initiatives to promote hotel industry. UNIT II SERVICES OFFERED IN HOTEL INDUSTRY 9 Customer Relations Management Support services Conferences, Banqueting, mini bars, Guest Relations Management Administration of Tours, Trips Travel Packages, Managing Other services Specialty Resorts Booksellers SPA Beauty ClinicsGymnasium Hotel etiquettes Billing Patterns, - Quantity Discounts. UNIT III HOUSEKEEPING FOR HOTEL INDUSTRY 10 Front office management Housekeeping scope and Importance Hotel organization chart and its reporting line Planning the work in housekeeping department Frequency scheduling Performance and Productivity Standards Positions and Job descriptions in housekeeping department Global Practices in House Keeping - Waste Recycle Management Coordination across departments. UNIT IV INTRODUCTION TO CATERING 10 Overview of catering industry Competition in catering industry -Role of catering establishment in travel and tourism industry Commercial Catering (Residential / Nonresidential ) - Industrial and institutional catering - Off premises catering - Sea catering Air Catering - Hospital catering- classification of equipments - Quantity and Types of Crockery, Tableware, Glassware, Earthenware, Linen, Furniture, eco friendly furniture ergonomically designed - Care & Maintenance of these equipments. Introduction to cookery - coffee shop fast food restaurant traditional food - Indian fast food specialty restaurant - Types of Banquets - Banquets operations- Room Service Introduction to Patisserie: Bakery and Confectionery. UNIT V KITCHEN MANAGEMENT AND MENU PLANNING 10 Kitchen organization and layout Layout of Receiving area, Storage area, Service & Wash up area - Hygiene : Personal and Kitchen show kitchen HACCP Hazardous Analytical Critical Control Point - Quality Food Management - Nutrition - Food Safety Hygiene principles for commodities, equipment, food area and personnel - Attitude and behavior inside kitchen- Fuels and storage. Origin of menu & menu planning objectives - Types of menu, menu planning - consideration & constraints - Menu designing Courses of menu - French: classical and modified, Indian courses - Planning menus, Accompaniments, Garnishing and Cover for each course Recipe formation : weighing & costing, portion control, storing and special storage points for Dry, Frozen & perishable food items, Revenue generation. TOTAL: 45 PERIODS TEXT BOOKS: 1. Casado, M. (2000) Housekeeping Management. John Wiley and Sons, Inc. 2. Martin, R. (1998) Professional Management of Housekeeping Operations. Third Edition. John Wiley and Sons, Inc. 3. Kappa, M., Nitschke, A. and Schappert, P. (1995) Housekeeping Management. Educational Institute of the American Hotel and Motel Association. 4. Menu Planning- Jaksa Kivela, Hospitality Press 27

5. Modern Restaurant Service John Fuller, Hutchinson 6. Theory of Catering - Kinton & Cessarani.

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BH 9116

SERVICES QUALITY MANAGEMENT

LTPC
30 0 3

UNIT I INTRODUCTION TO QUALITY MANAGEMENT 9 Definitions TQM framework, benefits, awareness and obstacles. Quality vision, mission and policy statements. Customer Focus - Part of Customer focus customer perception of quality, Translating needs into requirements, customer retention. Dimensions of service quality. Cost of services quality. UNIT II CONCEPTS OF SERVICES QUALITY 9 Definitions of Service Quality and its Significance -Measuring Service Quality -Service Quality Gap Model - Service Quality Standards - Strategies for Improving Service Quality - Monitoring Service Quality. Concepts of Quality circle, Japanese 5S principles applicable to services. UNIT III APPLYING STATISTICAL PROCESS CONTROL TO SERVICES 9 Statistical process control (SPC) application of SPC to services. Six sigma for services. Reliability concepts definitions, reliability in series and parallel, product life characteristics curve. Business process re-engineering (BPR) principles, applications, reengineering process, benefits and limitations. UNIT IV TOOLS AND TECHNIQUES FOR SERVICE QUALITY 9 Quality functions development (QFD) Benefits, Voice of customer, information organization, House of quality (HOQ), building a HOQ, QFD process. Applying the seven new management tools for service quality. Bench marking in services. UNIT V QUALITY SYSTEMS IMPLEMENTATION FOR SERVICES 9 ISO certification for services quality management systems guidelines for performance improvements. Quality Audits Walkthrough audits. TQM culture Leadership, quality council, employee involvement, motivation, empowerment, recognition and reward. TOTAL: 45 PEROIDS TEXT BOOKS: 1. Dale H.Besterfield et al, Total Quality Management, Third edition, Pearson Education (First Indian Reprints 2004). 2. Shridhara Bhat K, Total Quality Management Text and Cases, Himalaya Publishing House, First Edition 2002. 3. Services Marketing, Tata McGraw Hill, 4. Brett E. Trusco, Caroline Pexton and Praveen Gupta, Improving health care Quality and cost with Six sigma, FT Press, 2009. REFERENCES: 1. Poornima M.Charantimath, Total Quality Management, Pearson Education, First Indian Reprint 2003. 2. Indian standard quality management systems Guidelines for performance improvement (Fifth Revision), Bureau of Indian standards, New Delhi.

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BH9118

SEMINAR-III INFRASTRUCTURE MANAGEMENT

LT P C 0021

Note: Students are expected to prepare the oral & visual presentations based on current journal articles and submit a written review of the article in essay form on topics suggested below: 1. Infrastructure Project Lifecycle 2. Government Role in infrastructure development 3. Infrastructure Privatization - Benefits, Problems and Challenges, Methods, Special Economic Zones. 4. Rural and Urban Infrastructure in India Road, Rail, Air, and Sea Transportation Sectors, Water Supply and Sanitation Sectors, PWD, Power Sector , Telecommunications and Information Technology Sectors 5. Infrastructure Projects project finance, risks, returns, risk and return management 6. Legal and Contractual Issues in Infrastructure Negotiating with multiple Stakeholders 7. Challenges in Construction and Maintenance of Infrastructure 8. Performance Modeling and Life Cycle Analysis 9. Sustainable Development of Infrastructure. Cases in the area of Infrastructure Development and Management Tenders and Contracts ,

10.

Core sectors- Tourism Hospital Hotel - Other Related Industries.

TOTAL: 30 PEROIDS

30