Industry Placement Handbook

Advanced Certificate Programmes

Tourism and Tour Guiding

Reception Operations and Services

Wellness and Spa

Restaurant and Bar

Food Preparation and Culinary Arts

January 2015

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Contents 1.0 Introduction ............................................................................................................................... 3

2.0 Office of the Industry Placement Coordinator ........................................................................... 4

3.0 Aims and Objectives of Industry Placement .............................................................................. 4

4.0 Organisation and Structure of Industry Placement ................................................................... 4

4.1.1 Calendar .............................................................................................................................. 4

4.1.2 Notional hours and Credits ................................................................................................. 5

4.2 Organizations for Industry Placement ................................................................................... 5

4.3 Student Placement ................................................................................................................. 6

4.4 Meetings ................................................................................................................................. 6

5.0 Programme Requirements ......................................................................................................... 7

5.1 Tourism and Tour Guiding ...................................................................................................... 7

5.2 Wellness and Spa ................................................................................................................. 10

5.3 Reception Operations and Services ..................................................................................... 11

5.4 Restaurant and Bar ............................................................................................................... 14

5.5 Food Preparation and Culinary Arts ..................................................................................... 15

6.0 Professionalism and Professional Conduct .............................................................................. 16

7.0 Roles of Involved Personnel during Industry Placement ......................................................... 17

7.1 Industry Placement Coordinator .......................................................................................... 17

7.2 Lecturers ............................................................................................................................... 18

7.3 Employers / Senior Staff ....................................................................................................... 18

8.0 Assessment ............................................................................................................................... 18

8.1 Log-books ............................................................................................................................. 18

8.2 Assessment Criteria and Rating............................................................................................ 19

8.3 Visits from lecturers and Industry Placement Coordinator ................................................. 19

9.0 Progression ............................................................................................................................... 19

9.1 Satisfactory Performance ..................................................................................................... 20

9.2 Unsatisfactory Performance ................................................................................................ 20

10.0 Feedback from Industry ......................................................................................................... 20

11.0 Other Issues ............................................................................................................................ 21

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1.0 Introduction

Industry Placement is the practical part of all programmes at the Academy. It provides

opportunities for students to put into practice knowledge, skills and attitudes gained in

theoretical and practical settings on campus to real tourism and hospitality settings

relevant to their area of specialization at the Academy. Through a series of planned

workbased experiences, students develop relevant industry skills and knowledge,

confidence and self-discipline which are essential to their overall professional growth and

development.

It is in the real settings of the tourism and hospitality industry that students can best

discover the operations and atmosphere of their area of specialisation in more depth. It is

there that they meet and discuss with future employers and colleagues. As a result, they

bring back from the experience, a set of refined skills and attitudes that are essential

inputs into subsequent course-work components at the academy. In summary, it attempts

to address the tourism and hospitality industry’s need for quality, committed and properly

trained staff to work in entry level positions across all occupation groups within the

industry. Industry Placements also provide students opportunities to develop future

contacts which are useful in gaining future employment in the tourism and hospitality

industry.

The assessment of Industry Placement is structured progressively and cumulatively as per

the structure and contents delivered on campus and as such students are strongly advised

to take Industry Placements seriously as all placements are formally assessed and

recorded as part of their academic statement and profile.

It is important to note that Industry Placement is managed and implemented through

collaborative and sustained partnerships between the Academy and the tourism and

hospitality industry.

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This handbook is designed to provide information and guidance to lecturers, employers

and students about the Industry Placement components of all programmes at the

academy.

2.0 Office of the Industry Placement Coordinator

The office of the Industry Placement Coordinator is located on campus at La Misere.

Tel No. - 282 20 08 / 438 86 22

Email – gemma.camille@staseychelles.com

3.0 Aims and Objectives of Industry Placement

The main aims and objectives of industry placement are:

• offer students work-based experiences of organisational structures and cultures

within the tourism and hospitality industry

• offer students opportunities to put into practice the knowledge, skills and attitudes

learnt on campus in real tourism and hospitality settings

• Develop student understanding of work ethics, employment demands,

responsibilities and opportunities existing in the tourism and hospitality industry

• offer students opportunities to develop and build future contacts for future

employment in the tourism and hospitality industry

• provide opportunities for students and academy staff to interact with the

employers in terms of curriculum review and improvement

• to strengthen linkages between the academy and employers and stakeholders

4.0 Organisation and Structure of Industry Placement

4.1.1 Calendar

Industry Placement is structured into four stages of four and six weeks in Year 1 and

Year 2.

• Year 1 – 4 weeks (End of Semester 1); 6 weeks (End of Semester 2)

• Year 2 – 4 weeks (End of Semester 1); 6 weeks (End of Semester 2)

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4.1.2 Notional hours and Credits

Industry Placement is equivalent to the number of notional hours and credits given in the

table below:

Stage /

Code

Title of the

course

Assessment Notional hours

Credits

Stage 1 Formative

192 (6 days x 8 hrs x 4 weeks)

19.2

Stage 2 Summative

288 (6 days x 8 hrs x 6 weeks)

28.8

Stage 3 Formative

192 (6 days x 8 hrs x 4 weeks)

19.2

Internship Summative

288 (6 days x 8 hrs x 6 weeks)

28.8

Total

960 (6 days x 8 hrs x 20 weeks)

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4.2 Organizations for Industry Placement

Students are sent on work attachment to the following categories of organizations:

• Hotels

• Guest Houses

• Restaurants

• Travel Agencies

• Domestic and International Terminals (including Skychef)

• Airline Offices

• Inter-island Ferry Services

• Private Charter boats

• Telecommunication companies

• Hairdressing Salons

• Beauty Salons

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4.3 Student Placement

• The academy is responsible for placing students on Industry Placement. This is

done by principally by the Industry Placement Coordinator.

Note: Students are not allowed to seek placement for their work attachments.

• The Industry Placement Coordinator obtains relevant and updated student

information from their respective departments. This includes student list,

addresses and phone numbers.

Note: Students need to ensure that their contact information is updated and

correct prior to the Industry Placement period.

• The Academy-approved establishments are then contacted through official letters

requesting placements for students.

4.4 Meetings

4.41 Briefings

The briefing is organized by the Industry Placement Coordinator. This is done at least

two weeks prior to the start of any placement. Each student is provided information

pertaining to the following areas:

• Assessment requirements (including log books and the Industry Placement

Assessment form)

• Conditions under which students are assigned to a placement

• Location of placement and name of the supervisor to whom the student will report

• Work place standard if there is any such as dress code, punctuality, health and

safety etc…

• Procedures to follow if the student has concerns with regards to sexual

harassment, exploitation, unfair treatment and other issues while on placement

• Assessment variation due to various circumstances pertaining to accident or

disability

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4.42 Debriefings

The debriefings are organized by the Industry Placement Coordinator. This is conducted

after completion of each industry placement.

Students work in groups and present their experiences gained, outline the strengths,

setbacks and put forward recommendations for future industry placements.

5.0 Programme Requirements

The sections 5.1 to 5.5 outline tasks and activities for each programme which students are

expected to undertake during the Industry Placement period. It is expected that students

keep a record of these tasks / activities as outlined in the log books. These will form the

basis on which the student’s performance will be assessed as per the criteria on the

Industry Placement Assessment Form.

The content and nature of tasks / activities will vary from one organisation to another but

students are expected to complete tasks / activities which fall within the parameters of

their respective programme and specialisations outlined in the sections that follow.

5.1 Tourism and Tour Guiding

5.11 Tour Guiding / Excursions

• Conduct tours by groups or individuals.

• Communicate with the group/s or their representative/s about the details of the tour –

assembly time and place, destination, accommodation, transportation, immigration

concerns (if the tour is set abroad) and costs

• Offer specialist knowledge on subjects like history, arts and sciences, designs and

architecture

• During the tour, communicate with your tour group.

• Lead the tour group to points of interest and provide useful and interesting

information.

• Ensure the safety and convenience of your tour group

• Make sure all the members of the tour group follow the schedules set

Communicate with the appropriate officials in the tour destination.

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5.12 Airlines

• Receive reservation request

• Record details of reservation

• Apply IATA rules and regulations

• Deal with different types of reservation

• Update and cancel reservation

• Advice clients on reservation details

• Provide destination information

• Interpret airfare information

• Use different reservation systems

• Use different ticketing systems

• Read and issue tickets

• Construct domestic/international airfares

• Update and make amendments on reservation

• Process payments and refunds

5.13 Representative / Desk Hostess

• Arrange flights, insurance and accommodation

• Use a booking system to secure holidays

• Collect and process payments

• Advise clients on travel arrangements, e.g. visas and passports

• Send out tickets to clients

• Keep clients up to date with any changes

• Deal with complaints

• Meet guests at the airport;

• Escort guests to their accommodation;

• Organize and host welcome meetings

• Sell and organize resort excursions and other activities;

• Respond to clients' queries

• Handle client issues, such as: lost luggage or passports; allegations of theft or other

crimes; problems with rooms; and health problems, injuries.

• Deal with unforeseen 'non-client' problems, e.g. flight delays, weather conditions;

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• Resolve any conflict with or between clients;

• Establish and maintain relationships with local hoteliers, apartment owners, excursion

agents and travel companies;

• Maintain an in-depth knowledge of the resort and the local area in order to answer

clients' questions;

• Accompany customers on excursions and acting as a guide;

• Take part in and organize daytime and evening entertainment;

• Complete risk assessments and health and safety checks; Keep basic accounts and

records, and writing reports.

5.14 Marketing

• Provide detailed information on all tourism marketing programs through direct mail

or telephone inquiries

• Participates in marketing activities nationally or internationally by assisting Senior

Marketing Officers in co-coordinating a segment or portion of a promotion and by

providing direct professional travel advice to potential visitors.

• Research and update departmental tourism printed material for use by the public.

• Escort and liaise with clients in the planning and implementation of familiarization

tours and site inspections.

• Research, analyze and compile travel/tourism statistics.

• Perform other related duties as assigned.

5.15 Check in

• Welcome clients

• Brief and debrief customers

• Guide passengers according to legal, ethical and safety requirements

• Handle arrivals and departures

• Provide general information and assistance to clients

• Deal with check-in and undertake baggage procedures

• Deal with unexpected situation

• Deal with conflicts and handle customer complaints

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5.16 Load Control

• Plan and prepare system and manual weight and balance documentation (loading

instruction report, load sheet and trim sheet), ensuring these are accurate and meet the

required safety and legal standards as outlined by various regulatory bodies.

• Ensure the accuracy of passenger figures, baggage / cargo weights, that fuel figures

correspond with the final quantity stated on the fuelling order, that dead load

distribution figures match those on the loading report and that the weight and balance

conditions of the aircraft are within legal, safe and structural limits.

• Provide the Captain, Flight Operations & all Airlines with required information such

as estimated zero fuel weight for flight planning purposes and final zero fuel weight

figures immediately upon flight closure to enable maximum fuel uplift and trim fuel

transfer within ground time as stipulated by the airline.

5.17 Baggage Handling

• Assist passengers with baggage pickup and resolve issues with delayed, lost, or

damaged items.

• Utilize computer software to track and catalogue luggage.

• help to efficiently resolve problems and maintain customer relations when luggage is

late, lost, or damaged

• Transfer lost baggage to owner/hotel

5.2 Wellness and Spa

5.21 Beauty

• Welcome Guests

• Customer care

• Spa facilities

• Product Display at the reception

• Product Knowledge as per product display

• Treatment Knowledge as per brochure

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• Booking and Confirmation of Treatments

• Telephone Techniques

• Cabin Set up and Pair-up with a therapist

• Attendant Duties e.g.: Cleaning guests changing room, inventory of towels and

other guests amenities, bring dirty towels to laundry

• Printing of bills and cashiering (Must be under supervision)

• Attendant Duties (Including wet area)

• Therapist Duties (Massages, Pedicure, Manicure, Facial, Waxing, Yoga)

• Requisition Procedures (Product and Equipment)

• Reception Duties

5.22 Hairdressing

• Welcome guests

• Customer care

• Reception Duties

• Telephone Techniques

• Requisition Procedures (Product and Equipment)

• Booking and Confirmation of Treatments Printing of bills and cashiering (Must be

under supervision)

• Product Knowledge as per product display

• Treatment Knowledge as per brochure

• Hair Treatments (wash and blow dry, rollers, styling, colouring, perming,

braiding, extension, relaxer, bridal package)

• Scalp massage

• Attendant Duties e.g.: Cleaning of salon, inventory of towels and other guests

amenities, wash dirty towels and sterilize equipment

5.3 Reception Operations and Services

5.31 Process Reservation

• Provide hotel information to the booking request

• Collect information required to process a reservation

• Confirmation of room availability to process reservation request

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• Process guest request both (groups/individuals)

• Confirmation of reservation to guest

• Input reservation in the system

• Handle overbooking

• Handle reservation amendments

• Handle cancellations

• Up sell guest rooms and hotel facilities

5.32 Registration of Guests

• Pre-registration

• Handle and process guest information

• Welcoming guest to the hotel

• Preparation of refreshing towel

• Inform the bar for welcome drink

• Register the guests

• Room allocation

• Brief the guest about hotel facilities

• Room the guest

• Check-in guest into the system

• Update guest information in the system

5.33 Telecommunication Systems

• Answer internal and external calls

• Transfer of calls both internal and external

• Handle wake-up calls

• Handle messages over the telephone

• Make international calls

• Handle quest inquiries over the telephone

• Handle guest complaints over the telephone

• Handle telephone billing or charges

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5.34 Guest Services

• Handle keys and safe

• Handle guest complaints

• Handle guest messages

• Handle flight, boat inquiries

• Dealing with weather update

• Provide information to the guest

• Giving directions to the guest

• Participate in special events (wedding)

• Make bookings for restaurants, car hires, excursions etc…

• Overview of reservation process

• Overview of check-in process

• Overview of check-out

5.35 Guest Accounting and Check Out

• Posting of charges to the guest bills

• Dealing with foreign currencies

• Handling cash floats

• Check late charges

• Check late check-out charges

• Collection of keys and hotel properties from guest

• Reconcile guest accounts

• Present the guests with their bills

• Collection of payment

• Make future reservations

• Bidding farewell

• Update room status and guest history

• Inform housekeeping

• Overview of telephone techniques

• Overview of guest services

• Overview of reservation techniques

• Overview of check-in process

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• Overview of check-out process

5.4 Restaurant and Bar

5.41 Mise-en-place

• Cleaning of glassware, cutlery, crockery, table accessories

• Preparing tea and coffee

5.42 Restaurant Service (morning and night shift)

• Setting of tables

• Order taking of food and beverages

• Service of food and beverages

• Clearing of food and beverages

• Customer service

5.43 Bar Service

• Mise-en-place and setting of bar

• Stock taking

• Order taking

• Preparing and service of beverages (cocktails, non-alcoholic beverages, alcoholic

beverages hot beverages)

5.44 Room Service

• Mise-en-place (Cleaning of glassware, cutlery, crockery, table accessories /

preparing tea and coffee)

• Order taking by phone

• Service of food and beverages

• Clearing after service

• Preparation of fruit basket and complimentary gift

• Checking mini bar

5.45 Pool Area

• Service of food and beverage

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5.46 Hostess

• Welcoming of guest / sitting of guest / guest contact / seeing guest to the door

5.47 Sommelier

• Knowledge & service of wine and alcoholic and non-alcoholic beverages / cigars

5.48 Cashiering

• Cashiering (Using of POS System & manual cashiering system)

• Handling of guest, cash float, daily transaction form, billing of guest, rooming list

5.5 Food Preparation and Culinary Arts

5.51 Hot Kitchen

• Preparation of sauces (e.g. hollandaise, béarnaise)

• Preparation of stocks (fish, chicken, pork, beef)

• Preparation of soups (clear, thick)

• Eggs (fried, poached, scramble etc…)

• Rice dishes (briyani, fried, saffron etc…)

• Noodles (eggs, vegetables)

• Pastas (spaghetti, ravioli, macaroni etc…)

• Vegetable preparation and cooking methods

• Potato cooking methods

• Fish Shellfish and Crustaceans preparation

• Poultry Preparation

• Butcher’s meat preparation

• Hors d’oeuvres preparation

• Sandwiches Preparation

5.52 Pastry

• Short pastries, flans and tarts

• Puff pastries (e.g. cream puffs, sausage rolls etc…)

• Sponge goods (e.g. swiss rolls, butter sponge)

• Meringue

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• Chou pastries (e.g. cream buns, fritters)

• Torten and gateaux (e.g. blackforest, mille feuilles)

• Petit four sec / glaces (e.g. palmiers, fondants)

• Fermented goods / Yeast fermentation (e.g. bread rolls, swiss buns, croissant)

• Savoury goods (e.g. pizzas, pies)

• Bavarios and Jellies

• Fruits and other sweets (e.g. pancakes, soufflés)

• Puddings (e.g rice pudding, cream caramel)

• Preserves, creams and Icings

6.0 Professionalism and Professional Conduct

6.1 General Expectations

Students are expected to abide to rules and regulations given by their respective

employers.

6.2 Presentation and Grooming

Students should at all times present themselves in a professional manner in adherence to

the hotel policy and the Academy`s Code of Conduct.

6.3 Attendance and Punctuality

It is a requirement that students are always punctual during Industry Placement and

always present. Any absences should be supported by a valid document/ medical paper.

6.4 Respect

Students are required to show respect to employers, supervisors and work colleagues at

all times while on Industry Placement.

6.5 Communication and Contact with the academy

During briefing students are encouraged to contact the Academy through the Industry

Placement Coordinator on any issues pertaining to their placements.

Industry Placement Coordinator `s telephone numbers are given to all students. Likewise

employers as well are advised to contact the Academy through the Industry Placement

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Coordinator in any case that they encounter any difficulties with students while on

placement.

Note:

• It is a requirement that students complete their industry placement / work

attachment fully.

• Students who walk out from industry placement / work attachment are liable to be

dismissed from the academy

• In cases where students have been dismissed from their work attachment by their

employer, the Industry Placement Coordinator will request a report from the

establishment and the matter will be investigated fully. If the student is found to

be at fault, he/she will be subject the consequences outlined in the Code of

Conduct. Otherwise, an alternative placement will be sought for the remainder of

the industry placement period.

7.0 Roles of Involved Personnel during Industry Placement

7.1 Industry Placement Coordinator

• negotiate with the management of tourism establishments and assign work-place

attachments for the duration of the industry placement period;

• liaise with the management of tourism establishments to ensure that students have

the opportunities to put into practice the knowledge, skills and attitudes /

competencies gained through lectures, tutorials and practicals at STA;

• liaise with the management of tourism establishments to ensure that students are

assigned responsibilities relevant to their training at STA;

• ensure that student working hours in tourism establishments align with the

notional hours requirements outlined in the programme handbook;

• liaise with the management of tourism establishments to ensure that students on

industry placement are being monitored and assessed using the relevant logbooks;

• sensitize the management of tourism establishments and other relevant personnel

about the rules and regulations governing industry placement and internships at

STA;

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• ensure that the management of tourism establishments and other relevant

personnel adhere to the rules and regulations governing industry placement and

internships at STA

• Check progress, follow up and continuity.

7.2 Lecturers

• Carry out Industry Placement visits.

• Mentor students

• Monitor students performance and ensure that students complete requirements are

outlined in the logbooks

• Discuss student`s performance in the presence of IP Coordinator, supervisors and

student concerned.

7.3 Employers / Senior Staff

• Mentor students

• Monitor students performance and ensure that students complete requirements are

outlined in the logbooks

• Meet with IP Coordinator, lecturers and student to discuss their performance.

• Complete student`s evaluation form to assess and grade their performance.

8.0 Assessment

8.1 Log-books

• The Logbooks are tools used to monitor the performance and progress of students.

They serve as evidence of tasks/activities undertaken by students during the

course of the industry placement period.

• Each student is required to complete the logbook on a daily basis with

information relating to their Industry Placement. They are required to liaise with

the mentor/workplace supervisor to ensure that the logbooks are verified and

signed.

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8.2 Assessment Criteria and Rating

• The following criteria are used to evaluate student performance during industry

placement:

- Presentation and Grooming

- Attendance and Punctuality

- Time Management

- Commitment to Service

- Responsibility and Reliability

- Job/Technical skills

- Communication Skills

- Attitude to superiors

- Teamwork

• The following ratings are use to evaluate each criterion:

Rating Description

5 – Excellent exceed the standards expected by our establishment

4 – Very Good totally committed and put considerable effort

3 – Good participates fully

2- Satisfactory performed the duty as required

1 –Unsatisfactory lacks interest and dedication

8.3 Visits from lecturers and Industry Placement Coordinator

• The dates for visits are set after two weeks that students have started placement.

• Establishments are informed through emails about the proposed date and the

Academy awaits confirmation.

9.0 Progression

Progression from Year 1 to Year 2 is not automatic. Students are required to pass all

requirements for Industry Placement to progress to Year 2.

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9.1 Satisfactory Performance

• Complete all Industry Placement requirements including the required notional

hours as stipulated in section 4.1 and the programme handbook.

• Students should score an average of 55% and over on the Industry Placement

Assessment Form.

• Students are required to demonstrate acceptable standards of professionalism,

conduct and behavior throughout the Industry Placement period.

9.2 Unsatisfactory Performance

Unsatisfactory performance may include one or more of the following:

• failure to meet the assessment requirements as stipulated in the programme

handbook

• failure to adhere to the professional standards and workplace requirements

• incomplete or late completion of placement documentation (e.g. log books) unless

an extension has been agreed to by the Industry Placement Coordinator.

• failure to discuss critical incidents or issues of concern with the Industry

Placement Coordinator

Unsatisfactory performance on a placement may contribute to:

• a fail grade for the Industry Placement component of the programme.

• an extension of Industry Placement

• a repeat of Industry Placement

10.0 Feedback from Industry

At the end of each industry placement period, students are required to complete an

‘Evaluation of Work Attachment’ questionnaire.

Employers will be asked to complete a questionnaire after students completion of each

Industry Placement period.

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11.0 Other Issues

• Parents / Guardians are not allowed to seek placement for students already on

Industry Placement. Only STA authorization from the Industry Placement

Coordinator is required.

• Students who walk out of work-attachment without informing Industry Placement

Coordinator are considered as self-dismissal.

• Parents are not allowed to call/contact hotel management to address/resolve

workattachment issues; all concerns/issues should be addressed to / through

Industry Placement Coordinator.

• The rules and regulations outlined in the Code of Conduct are also applicable to

Industry Placement