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Diploma in Hospitality Management

Overview & Objectives
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The South African hospitality and tourism industry show continued growth with a clear demand for well-qualified staff within the corporate and entrepreneurial sectors. The qualification meets the needs of learners who wish to pursue careers in the management of hotels, lodges, restaurants, and events. There is also a demonstrable need for hotel school leavers to enter the broader world of tourism, travel, conventions, and high-end retail. The generic learning opportunities offered in the curriculum ensure the qualification has a high degree of portability both home and abroad and ensures a wide variety of choices on graduation.

This three-year, full-time programme -SAQA 88583, is a 360 credit, NQF level 6 diploma. Through an exploration of the main areas of hospitality, the diploma program takes a matriculated school leaver through a basic understanding of industry foundation disciplines to a level at which they can successfully carry out the tasks required of a supervisor or junior manager. The programme delivers learning through classroom theory, on-campus practical applications, and industry internships.

Modular approach:
Comprising 22 modules spread over three years each year has its theme and clear focus.
Hospitality Operations – This group of modules is created to introduce the student to the main pillars of the hospitality industry – these being, Food Preparation, Food & Beverage Service, Housekeeping, and Front Office operations. The group covers a degree of knowledge-based learning – getting the fundamentals under the belt- awareness of key operational concepts and acquisition of core skills to allow the student to hold down a job in a quality Hotel. This year also provides students, through the Student Support module with assistance in establishing computing, numerical and interpersonal skills needed throughout the Programme and for subsequent career advancement.
Supervisory Management - defines and explores those additional skills required of a front line supervisor. On promotion to a first supervisory position the operator, previously only responsible only for his or her performance is responsible for a small team. New challenges must be met – counseling, motivating, disciplining and conflict resolution make up the menu of soft skills requirements. In addition to being responsible for a team of people, the supervisor also becomes responsible for both revenue and cost control and begins the journey into business management. During this year the students are asked to broaden their understanding of the tourism and hospitality industry through the acquisition of a foreign language and study of the world of tourism.
Business Management - occasionally stepping out of industry-specific learning, this module grouping focusses on the pillars of business – Marketing, Human Resource Management, Finance, and Operations. This final year also includes a capstone project which requires students to demonstrate skills and knowledge accumulated throughout the programme through the delivery of a themed food and beverage season to a high level of customer satisfaction. Generic outcomes from this section go to success in management positions within the corporate world of the greater tourism industry.

Exit Level Outcomes:
On completion of the qualification the student will be able to:
1) Demonstrate an understanding of the operational procedures of a variety of foodservice outlets, traditional food and beverage service skills and superior guest service.
2) Demonstrate an ability to prepare food for different meal occasions and styles of dining and hygienically and professionally meet the expectations of the target market.
3) Demonstrate an understanding of healthy eating and the diverse nutritional needs of individuals from all cultures and religious sectors.
4) Demonstrate an ability to manage the provision of overnight accommodation in such a manner that the expectations of the target market are exceeded.
5) Demonstrate an ability to use a range of supervisory management skills to contribute to the effective management of the hospitality enterprise. These skills to be defined as interpersonal and those required for proper accounting for cash and stock at an operational level.
6) Demonstrate the ability to use various information technology applications commonly used in developing information to better manage revenue improvement and cost control in the Hospitality Industry.
7) Demonstrate an ability to use a range of financial management principles to contribute to effective decision-making and sustainability of the hospitality enterprise.

In achieving the above subject-specific outcomes, the student will also acquire critical cross-field skills which are equally important in achieving career success in all areas of human endeavour.

1) Problems are identified and solved in such a manner that decision making reflects originality and a critical evaluative approach.
2) The development of independent capability which enables the successful engagement with unfamiliar problems in unfamiliar environments.
3) Working effectively with others as a member of a team, group, organisation and community.
4) Organise and manage time and activities responsibly and effectively.
5) Collect, analyse, organise and critically evaluate information.
6) Communicate effectively using visual, mathematical and/or language skills in the modes of oral and written persuasion.
7) Using technology effectively and critically.
8) Demonstrate an understanding of the world as a set of related systems by recognising that problem-solving contexts do not exist in isolation.
9) Reflecting on and exploring a variety of strategies to learn more effectively.
10) Participating as responsible citizens in the life of local, national, and global communities.
11) Being culturally and aesthetically sensitive across a range of social contexts.
12) Exploring education and career opportunities
Modules
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Module Descriptions
1. Food Preparation & Culinary Arts I:
This food preparation module aims to equip the students with the basic skill and knowledge of food preparation and cooking. It will emphasise the importance of food safety, safety in the workplace and hygiene, all important issues in the organization or a professional kitchen. The module also teaches how the Kitchen is organisationally structured, highlighting various levels of positions and the responsibilities of each. In the practical sense it will also develop each student’s ability to work as part of a team, time manage, work under pressure and take responsibility for tasks.

This module will put special focus on the basic techniques, processes and skill as required to prepare cook and finish food to a standard which a guest or customer would expect.
As nutrition is increasingly becoming a factor in the choice of food we eat and how it is prepared, students will be taught basic nutrition. This will assist in the planning meals which meet the requirement of various medical and cultural diets.
This module is reinforced through on-campus kitchen practical’s and the first internship (WIL).

2. Food & Beverage Service:
The theoretical, as well as practical curriculum, will familiarise the student with all aspects of the foodservice industry – hotels, restaurants, self- service, fast food and fine dining. It will provide the student with the understanding of restaurant design and layouts, service processes, service excellence and staff organisation.
Through practical demonstrations and daily on-campus practical’s, the student will learn the different types of service, the setting and clearing of tables, the service of alcoholic and non-alcoholic beverages, the preparation of food in a restaurant, the organising and running of a function and the supervision of an establishment. This module is supported through Internship 2 where students will work in a food service position.

3. Food Preparation & Culinary Arts II:
In this module, students are allowed to become familiar with the variety of products and food groups that are used in the kitchen to prepare, cook and serve meals to guests.
It will allow the students to gain knowledge and practical skill in making the right choices in the application of skills and techniques learnt in the first food preparation module. Students will also have the opportunity to also learn the basic principles as applied in the more scientifically orientated pastry kitchen. This will enable the student to create not only individual plates of food but also put together a range of dishes to make up a menu which will demonstrate variety in preparation, cooking technique as well as balance in flavour, texture and colour.
This Module is reinforced through on-campus kitchen practical’s and the first internship.

4. Bar & Beverage Operations:
This theoretical, as well as practical module, will familiarize the student with all aspects of the beverage industry; such as hot and cold alcoholic and non-alcoholic beverages, basic cost and revenue controls, glassware, methods of service and product knowledge.
This module will familiarise the student with all aspects of the wine industry. The student will learn the history of wine and winemaking, the different wine regions, grape varieties, the vineyard practices and the different styles of wine. This will include theoretical lectures, as well as wine tasting and wine analysis.
This module is supported through on-campus practical’s the second short internship where students will work in a food (and beverage) service position.

5. Housekeeping Management:
During this practical oriented course, students will gain knowledge and understanding of the correct methods and techniques used when cleaning, servicing and maintaining guestrooms and public areas. The module covers safe working practices and procedures when using different types of cleaning equipment and chemicals. Students will be tasked with demonstrating the correct workflow for cleaning tasks and correct techniques for cleaning, bed-making and preparing rooms for guests, whilst using checklists.
Students will also be instructed on how to operate and manage laundry facilities and stocktaking of materials. This module is supported through work done by students as part of the daily on-campus practical’s and internship 1.

6. Front Office Operations:
This predominantly theoretical curriculum will familiarise the student with the accommodation sector of the industry in its many forms from Guest Lodge to Grande Hotel. Students will develop the knowledge and skills required for processing reservations, handling guest arrivals and departure. They will also be able to understand the importance of using correct communication when interacting with guests. Learners will develop an understanding of the role played by demographics, culture and nationality and how this can assist in interacting with guests and providing more personalised service. The course will equip students with the knowledge and skills required to work as part of the business’s biggest revenue centre.
Additionally, students will go through class practical activities to develop confidence in handling guest requests and dealing with challenges that typically arise during the guests stay or during check out.
This module is a pre-requisite to study Module 14 where instruction is given in Property Management Software (PMS) and Yield Management. It is supported by a small amount of reception work undertaken during on-campus practical’s and by WIL 2.

7. Student Support Module:
The purpose of this module is to help students with generic skills which are a requirement in many aspects of the programme.
It comprises:
• End – User Computing – specifically, Word, Excel and PowerPoint programmes.
• Manage Yourself - This sub-module will assist students in gaining maximum benefit from the programme and includes personal presentation, goal setting, verbal and written communications, barriers to communications, workplace diversity, student life and study skills.
• Hospitality Mathematics - The objective of the course is to help new students identify what mathematical skills they will need to succeed in the programme and practise same. Specifically, the programme covers such topics as food costing, revenue management, accounting and business management – all of which require a sure grasp of percentages, ratios and the analysis of numbers.

8. Work Integrated Learning 1(WIL):
The purpose of internships is to expose the student at an early stage to the realities of the industry in a protected and controlled manner. During the first year, the final term is given over to a 10 week internship covering back of house areas. Specifically, students will spend half this time working in food and beverages areas within the kitchen; the other half will be spent in housekeeping laundry and maintenance areas. This unpaid internship is organized by the school and students receive a Portfolio of Evidence document to assist their learning and explain the school’s assessment protocols. This internship is intended to be undertaken in a quality local hotel to allow for frequent faculty involvement.

9. Facilities Management:
This theoretical and practical curriculum will familiarise the student with all aspects of building maintenance: servicing of equipment and machinery, and particularly preventative maintenance programmes. The student will also be instructed on design concepts and refurbishment projects. Classroom studies, field trip, guest speakers and a research lead assignment form the basis of instruction.

10. Purchasing quality products:
The student will be conversant with the organization and goals of a professional purchasing department and know-how this knowledge can be adapted for use in smaller operations. Key topics include developing appropriate purchasing specifications (especially for meat, fish, poultry, fresh fruit and vegetables), make or buy decisions, price comparisons and the supplier’s role in quality management. In the second half of the module students will explore stock control procedures (how purchasing integrates with the accounting function) and stores management with special emphasis on the “cold chain” and other HACCP imperatives. Students will each have the opportunity to work in the School’s stores as part of their kitchen practical.

11. F&B Cost Control:
This module focusses on control of the major cost centres that will be encountered in a medium to large hospitality operation. Though focusing on Food and Beverage departments, lessons learned will apply equally to other operating departments. This module looks at the following key activities:
• Recording income and expenses and the supervisor’s role in their control.
• Calculating the product cost of menu items.
• Control of the cost of food and beverages, stock control, the cost of labour and other major operating expenses such as utilities, direct expenses and property costs.

12. Events Management:
An exciting aspect of the hospitality industry events is of huge interest to many of our students. The theory aspects of this module are well covered in the classroom – Different types of events, knowing your audience, fundraising, designing the event, customer communications, key suppliers, planning and organising, delivery of the event and essential follow up. There is also a significant practical element of this module which requires the students working in small groups to plan, organise and deliver a variety of events during the year.

13. Supervision:
This module offers students a first glimpse of the challenges of leadership. How does a good worker make the transition to being a good manager? The module examines such as – counselling, conflict resolution, communications, motivation, leading by example etc. This module will also familiarise the student with all aspects of training. The student will learn about different training methods, training material and tools. - induction training, identifying training needs, job analysis as well as the on-job training and evaluation of staff members. This instructor-led module combines supervisory theory with role plays, a training project and interactive games and will prepare the student to take over supervisory management functions in an establishment. This module also links through to the Semester 3 practical’s which require S3 students to supervise S1 students.

14. Revenue Management:
The module completes the work started in module 11 – looking at the enhancement and control of revenue.
Topics covered in this short semester include:
• Property Management Software (PMS) integral in all accommodation businesses controlling reservations, in house guest accounting and securing payment from departing guests.
• Yield management – maximising revenue (balancing price versus volume) from the sale of guest rooms. Simple in theory, extremely difficult in practice, good yield managers are well rewarded due to the positive impact they can make on an accommodation businesses profitability.
• Point of Sale software – used in restaurants, bars and retail outlets worldwide. This ubiquitous software is fundamental to cash control and fraud protection. It also provides data which management needs for sales analysis and accurate forecasting. More modern systems also enable improvements in stock control, purchasing and customer relationship management.

15. The World of Tourism:
This module provides students with a theoretical model of the tourism industry to facilitate learning and to provide context for further study of Revenue Management and Sales and Marketing.
It equips students with the knowledge of how the hospitality industry fits into the tourism industry whilst looking at the past, current and future developments in travel. Students will be able to explain the importance of transportation, attractions and role of different travel intermediaries in the South African supply chain and a global context.
Included in this module is a full examination of eco-tourism from a demand and supply perspective coupled with an examination of sustainability and green issues within hospitality.

16. Foreign Languages:
Choice of either French or German.
Both “Swiss” Languages - French may be more useful for a student looking to work within Africa, while German will be of distinct advantage to a student wishing to complete their long internship in Switzerland. Whichever language these intensive modules will familiarise the student with the foreign language and teach him/her the grammatical background of the language. Emphasis is placed on the ability to speak and understand thereby enabling students to work in international hospitality and to travel abroad.

17. Work Integrated Learning 2 (WIL):
This module builds on the practical competencies developed during the first internship and on the second year theory classes exposing students to guest-facing departments. These include restaurant, bar, functions, reception and guest relations. The Portfolio of Evidence will need to demonstrate a higher level of understanding as would be required by a potential supervisor. The internship may be regional (subject to proper arrangements for student accommodation and employer feedback) or local and is 10 weeks in duration.

18. Hospitality Accounting:
Building on 1st-year Hospitality Mathematics and 2nd-year Modules 11 and 13 above, this module addresses the creation, understanding and interpretation of Income and Expenditure statements and to a lesser degree Balance Sheets. Practically geared the module offers instruction in proprietary accounting software, debtors analysis, VAT, wages administration, bank reconciliations and budgeting.

19. Introduction to Sales & Marketing:
Launching a new business venture in hospitality requires a solid grasp of sales and marketing if it is to succeed. This module examines established marketing theories and the practicalities involved in developing and retaining a loyal customer base. Topics include fundamentals of services marketing, market segmentation, customer relationship management (CRM) and market research. Through classwork and online research students will spend the majority of the time exploring promotional strategies such as Public Relations, Advertising, Personal Selling, Social Media and e-Marketing as they relate to the hospitality challenge. Assessment will be through written examination and various group and individual assignments.

20. Hospitality Business Management:
This three-part course ensures that students have a complete grasp of the management function from Planning through to Review. • Term 1 focuses on understanding and application of best practice in Planning and Organizational skills. Learning is achieved through classroom lectures, projects and group discussion. Case studies are used to facilitate reflective learning.
• Term 2, concentrates on Directing and Leadership skills and harnesses the personal and shared work experience of the student group. During this part of the course exercises, role play and individual questionnaires are used to help students understand their own best leadership style and to develop enhanced communication and motivation skills.
• Term 3 focuses on specific Control and Measurement techniques deployed by an effective modern manager.

21. Human Resource Management:
This theoretical module will familiarise the student with all aspects of the human resources department. Dealing with employment legislation including Basic Conditions of Employment, Employment Equity and Skills Development in a hospitality context. Also investigated are best practise in workplace communications, collective bargaining, disciplinary and grievance procedures and the role of organised labour. The student will learn how to handle the various personnel issues including recruitment advertising, interview and selection, staff induction, rosters and wage administration. Later the emphasis will shift to managerial aspects of performance management and organisational development.
As a final element student will, through guest speakers and site visits, consider various organisations within the wider service industry, their similarities and differences to the hotel sector and the career opportunities they offer.

22. Work-integrated Learning 3 (WIL):
This major element brings the programme to an end offering students the best internship choices and the opportunity to turn the internship into a full-time job. A minimum of 22 weeks this internship is paid and often undertaken abroad and in response to student preference.
The main desired outcomes are twofold:
• That students develop the skills implied in the term independent capability – able to thrive in unfamiliar surroundings, set objectives, communicate on a professional level, resolve problems - in short, manage their careers.
• That students, while executing their operational responsibilities develop a managerial understanding of the organisation within which they are working using theoretical knowledge gained in final year business studies to support their practical experience.
During the internship, students will prepare a report on their experiences and the extent to which they met their objectives, successful completion of which is a condition of graduation.

23. Capstone Project:
This project asks students to integrate learning achieved in previous semesters and demonstrate competence in the various disciplines from food preparation and service to organisation, planning and teamwork. As a group students will create a variety of food and beverage experiences over a two week season. Targeting the school community, students will devise menus and wine lists and be responsible for the delivery of excellent service while demonstrating proper budgetary control. On the conclusion of the project, students will reflect on performance against plan and be marked individually and as a group.

Admissions
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Diploma in Hospitality Management Programme - Admission:

To be eligible for admission to the Diploma in Hospitality Management, applicants need to meet the following minimum requirements:
• A National Senior Certificate (NSC) with Diploma level pass OR
• A National Senior Certificate Vocational (NSC v) Diploma level pass.
• Minimum APS rating of 25 with Mathematics or 27 with Mathematical Literacy
• English language at an achievement rating of 4 (50 - 59%) or above.

Applicants will be CONDITIONALLY ADMITTED based on their Grade 11 or equivalent results, subject to them meeting all the minimum requirements. FINAL ADMISSION to the programme will depend on the final Grade 12 results.

If the applicant’s Senior Certificate was received before 2008 or if they completed a different school leaving qualification or if they completed their formal high school qualification at an international institution, a separate arbitration will be made by the Registrar based on this qualification’s level of parity with the APS system.

With regards to foreign qualifications not registered in South Africa, a SAQA equivalency certification is required.

Application Process:
Applications are welcome from all qualified, interested students regardless of race, religion, national origin, or sexual orientation. The School aims to conclude most of its registration work by November each year but recognizes that with matriculation results being published in early January there may be some last-minute activity.

1. Once prospective students are ready to apply they are asked to fill in the Application Form or apply online, accompanying these forms must be a motivational letter setting out the reasons for their interest in attending the School and their latest academic report.

2. On receipt of these documents, the School will schedule the entry test and an interview.

3. At the time of the interview, the student must pay the Application Administration Fee (see Fee Structure).

4. Please note that final acceptance will only be granted once applicants have received their final NSC/NSCv and have achieved the minimum entry requirements.

5. Within 5 days the School will notify the applicant of the outcome of their application.

6. Successful applicants will receive an Offer Letter, Academic Catalogue and the Student Contract immediately thereafter.

7. To confirm acceptance of the School’s offer the applicant must make payment of the confirmation deposit and return the necessary documents within 14 days.”
Applications
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