Training Course: IH02 - Award in Introduction to Hospitality

Course Description: As hospitality is not only one of the largest industries in the private sectors in Malta, but also an international industry involving inter-cultural encounters, the value of preparing students for it cannot be undermined. This course will help students gain clearer career goals and inform themselves about training and certification required for certain jobs, in this industry. The course also introduces learners to basic principles common in the many facets of this industry, i.e., travelling, tourism, recreation, or amusement, by offering an introduction to knowledge and skills focusing on communication, adaptability, problem solving and customer service 

EQF/ MQF Level: Level 2                                                   ECTS per course: 1 

Mode of Delivery: Traditional/ Face to Face                    Total Hours: 25 hours

Mode of Attendance: Part Time                                       Language: English  

Programme Duration: 1 Week

Target Audience: 16-18, 25+,

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Target Group: This course is aimed at learners 16+and it can, however, be taken any candidates. It is particularly aimed at, the unemployed and job seekers, either unskilled individuals looking to acquire basic knowledge about the hospitality industry with the target of exploring possible career therein, or those who already have some basic experience in the industry but are interested in expanding their existing knowledge about the varied operations and job qualifications required for various careers within this multifaceted industry. 

Accreditation Category: Further Education Programme

Accredited by: Malta Further & Higher Education Authority. (MFHEA).

Course Structure: This Award is designed to enable the learner to examine the varied

careers available in the hospitality industry and identify what qualifications these require. It also introduces the learner to knowledge and skills beneficial to some of these careers.

Knowledge

1. Identifies various careers in the hospitality industry and the required qualifications specific to them.

2. Develops one's jargon of the hospitality industry.

3. Recognises and identifies documents commonly used for communication in the industry, such as, but not only, sign boards, memo notes, emails, instructions, and menus.

4. Defines what is a service-oriented performance; that is always choosing the option which will lead to optimal client satisfaction. 

Skills

5. Applies phrases learnt in appropriate situations.

6. Summarises information and writing a note.

7. Develops team-building skills.

8. Predicts problems clients might have.

9. Develops decision-making and problem-solving skills.

10. Speaks confidently, clearly, and politely to clients irrespective of their attitude.

11. Modifies one's words and actions to provide the best customer

service possible in each situation

Competences

12. Selects and prioritises career goals.

13. Uses appropriate verbal and non-verbal communication to provide a positive experience for clients.

14. Proposes ways to address issues clients might have.

15. Proposes ways to create an environment where clients feel that they are being served.

Entry Requirements: Have a basic secondary education /school leaving certificate. Be able to communicate both orally and in writing in English and/or Maltese. English entry test will assess participants eligibility for the course.

Outline of Course:  The focus of this module is twofold:

An introduction to the various careers available in the hospitality industry, and an awareness of skills and knowledge required to provide excellent customer service. Together with other modules offered, it helps the student to improve one's employability skills as required by the industry.

Competences: - at the end of the module/unit the learner will have acquired the responsibility and autonomy to:

a) select and prioritise career goals.

b) use appropriate verbal and non-verbal communication with clients.

c) proposes ways to address issues clients might have.

d) proposes ways to create an environment where clients feel that they are being served.

Knowledge: - at the end of the module/unit the learner will have been exposed to the following:

a) Identifying various careers in the hospitality industry and the qualifications required for them.

b) Developing one's jargon of the hospitality industry.

c) Recognising and identifying documents commonly used for communication in the industry, such as, but not only, sign boards, memo notes, emails, instructions, and menus.

d) Defining what is a service-oriented performance; that is always choosing the option which will lead to optimal client satisfaction.

Skills: Applying knowledge and understanding.

The learner will be able to:

a) Apply phrases learnt in appropriate situation.

b) Summarise information and write a note.

c) work as part of a team and further develop team-building skills.

d) speak confidently, clearly, and politely to clients irrespective of their attitude.

e) Take predicts problems clients might have.

Judgment Skills and Critical Abilities

The learner will be able to:

a) reflect on the options available in the industry and choose according to one's potential. 

b) recognise the importance of treating the client with respect times irrespective of existing constraints or problems. 

Module-Specific Communication Skills

The learner will be able to:

a) choose the right jargon, and professional vocabulary required in each situation. 

Module-Specific Learner Skills

The learner will be able to:

a) recognise how the language (positive /negative, verbal / non-verbal) used alters the company's image and how this affects clients. 

b) reflect on the best context-appropriate language, tone, and behaviour to use. 

Module-Specific Digital Skills and Competences

The learner will be able to:

a) search online for hospitality vacancies. 

b) use online material for examples of excellent customer care. 

Learning Outcome 1: Outcome Type – Skill

Demonstrate research skills applicable to the hospitality industry, such as identifying local trends in the business. Fill in forms common in the industry. Communicate in writing with a focus on note taking and short messages. Communicate with customers according to organisational guidelines – the focus being functional language such as giving information and making recommendations.

Learning Outcome 2: Outcome Type – Knowledge

Locate material which will help him develop technical lexis common in the field of his interest. Adapt his own experiences as a client in the hospitality industry to improve his knowledge and skills. Assess strengths and areas for personal development with regards to the skills and knowledge needed to fulfil job role requirements.

Assessment: The assessment for this Award consists of two parts:
1) A formative assessment which will be based on participation, role plays, and other activities conducted in class, feedback to which will be provided to students throughout the course.
2) A summative assessment which will be based on a short presentation and a group simulated exercise held at the end of the course.
The maximum mark for the course is set at 100% and to be awarded a certificate, participants will be required to achieve a minimum aggregate of 50% of the maximum mark.

Hours of Total Learning – 25:

Total Contact Hours: 8

Self-Study Hours: 15

Supervised Placement and Practice Hours: 0

Assessment Hours: 2 

Course Fee: Starting from €900