turns your dream 2015/16 - tourism.emu.edu.tr 03.pdf · "for your international career"...

2015

/16

Facu

lty

of T

ouri

sm

""For Your International Career

Executive Training Program for the Hotel Industry

Quality Approved Center

by UNTWO Since 2002

Turns Your Dream into an Excellent Career.

• To train the students in becoming honest, innovative and professionally responsible individuals with distinct personalities who are capable of critical thinking and able to contribute to the society on scientific matters. • To develop cultural diversity, intercultural competence, and empathy within the University and in the society; • To contribute to the welfare of the society and peace in the region and the world; • To assume a pioneering role in the economic, social and cultural

Our aim is to take EMU further ahead as the leading academic institution in the Middle East, North Africa and Eastern Mediterranean. The objectives and principles of EMU while proceeding in this direction are as follows:

development of the country by giving highest priority to quality in areas of academic freedom, education and research; • To become a democratic, transparent and autonomous institution; • To present certification programs more efficiently and in a more widespread manner to the society and institutions by means of continuous education or distance education; • To formulate university-community collaboration by pulling the attention of the entire community through activities

like conferences, seminars, working groups and the like; • To prepare scientific research and developmental projects by considering the primary needs of the society and the country from the standpoint of development and growth; • To attach significance to collaboration of university-industry-institution-organization in scientific and technological research activities; • To accelerate the scientific and technological innovations and developments.

"For Your International Career"

To offer contemporary, sustainable and quality education at international standards, conduct research, contribute to the needs of the society, meet the needs of all stakeholders and graduate students in a multicultural environment having international knowledge and competences.

Mission:

To become a preferred, participating, autonomous university open to change and development, producing science and technology and serving as a model with its multicultural diversity.

Vision:

Prof. Dr. Hasan KILIÇ

Dean

In the current era of increasing international competition and fast-changing technological developments, the mission of the Faculty of Tourism is to train highly qualified advanced and intermediate workforce providing social and economical contributions to the tourism sector was established in 1990, and offered only an A.A.S. degree. In 1992, it started offering a BS degree in Tourism. Considering the needs of the tourism sector, the Faculty also emphasizes practical training besides theoretical education. To serve this purpose, the demo kitchen and the Tower restaurant and Beach Club, the world-wide used computer programs Fidelio, Galileo, and Amadeus all aim to provide students with practical knowledge and an education which matches the needs of the scientific and technological era.

With its fundamental mission of bringing up qualified, modern, innovative, creative and productive workforce educated in competitive environment, an elite group of prominent and experienced academics who have given many years to sector offer quality education at our Faculty.

In line with the growing demand of the tourism sector both within our region and throughout the world, the Executive Trainig Program for the Hotel Industry has been designed to bring up advanced, intermediate and entry level managerial candidates who possess intellectual and leadership skills and, at the same time, closely follow the latest developments in the hospitality sector in the world. . Fa

culty

of

Tour

ism

EDEXCEL: Higher National Diploma-HND-UKEMU Faculty of Tourism is EDEXCEL center.http://www.edexcel.com

Memberships

ATLAS: Association for Tourism & Leisure EducationEMU Faculty of Tourism is a member of ATLAS.http://www.atlas-euro.org

LCCI: London Chamber of Commerce Industrial QualificationsEMU Faculty of Tourism is an authorised LCCI exam center.http://www.lcci.org.uk

Accreditations

TEDQUAL: Teaching Education Quality in TourismEMU Faculty of Tourism possesses TEDQUAL.http://themis.unwto.org

FIBAA: Foundation for International Business Administration AccreditationEMU Faculty of Tourism possesses FIBAA accreditation.http//www.fibaa.org

AMFORHT: World Association for Hospitality and Tourism Education and TrainingEMU Faculty of Tourism is a member of AMFORHT.

City & Guilds: Vocational education organisation in the United Kingdom. http://www.cityanJguilds.com

W H Y T O U R I S M ?

Tourism – an Economic and Social PhenomenonOver the decades, tourism has experienced continued growth and deepening diversification to become one of the fastest growing economic sectors in the world. Modern tourism is closely linked to development and encompasses a growing number of new destinations. These dynamics have turned tourism into a key driver for socio-economic progress.

Today, the business volume of tourism equals or even surpasses that of oil exports, food products or automobiles. Tourism has become one of the major players in international commerce, and represents at the same time one of the main income sources for many developing countries. This growth goes hand in hand with an increasing diversification and competition among destinations.

This global spread of tourism in industrialised and developed states has produced economic and employment benefits in many related sectors - from construction to agriculture or telecommunications.The contribution of tourism to economic well-being depends on the quality and the revenues of the tourism offer. UNWTO assists destinations

in their sustainable positioning in ever more complex national and international markets. As the UN agency dedicated to tourism, UNWTO points out that particularly developing countries stand to benefit from sustainable tourism and acts to help make this a reality.

Why HospıtalıtyRegarded as a cardinal part of the hospitality industry, hotel management offers numerous employment opportunities. Moreover, owing to globalization increasingly gaining acceptance around the different countries,

the hotel management industry is becoming increasingly global. With hotel chain owners opening new hotels across various cities of all sizes, the requirement for trained hotel management professionals is significantly huge. Although regarded as one of the most glamorous careers, hotel management requires professionals who are capable of keeping their cool in even the most challenging of situations.

Why Tourism Matters

T H E FA C U LT Y

Mission The mission of the faculty was revised based on the expextation of the toursim industry:• to prepare intellectually developed experts and occupational work force that will answer the long term needs of the world tourism sector and all its fields.• to educate people who are sensitive to the environment and nature.• to educate, to prepare qualified administrators or leaders for the world tourism sector.

VisionWithin the framework of EMU’s “Ascending to the pinnacle of quality vision” in the next ten years, the faculty, academics and other staff together with

the establishments, resources, technology and strategy is determined to direct its focus on quality education and research experience;• to become a school with 100% graduate employment• to become the leader in academic publications or student choices, Europe and Middle East and to have a place in the top ten of tourism schools in the world• to become the best tourism educational establishment that provides quality tourism education at global standards and be on top in national and international academic publications and also to be the leading project developer of the area.• to become an establishment cleansed of political effects and job ambiguity focused on quality.

Academic StaffProf. Dr. Hüseyin ARASLIProf. Dr. Osman M. KARATEPE Prof. Dr. Hasan KILIÇ (Dean (a)) Assoc. Prof. Dr. Turgay AVCIAsst. Prof. Dr. M. Güven ARDAHANAsst. Prof. Dr. Mine B. HAKTANIR Asst. Prof. Dr. Rüçhan KAYAMANAsst. Prof. Dr. Ilkay YORGANCI MALONEYSen. Inst. Kurtuluş ÖZBAŞARSen. Inst. Ali ÖZDURANDr. Tacgey DEBESDr. Nazenin RUSONafia AKDENIZHuseyin BILSENNejla CANCITuna KARATEPERaziye NEVZATNecati A. OZKANHulya M. OZKAYA

F A C I L I T I E S

Demo KitchensThe training kitchens are used to assist students in Hospitality Management programs to gain a thorough insight into the operation and management of a professional kitchen.

Computer Labs The Faculty has three Multimedia computer labs fully equipped with latest computer systems and fast internet connection. The computer labs are open

between 08:00 and 17:00 for the use of all the Faculty of Tourism students. All computer labs are directly connected to the faculty’s application server.

Classes & Halls The Faculty of Tourism is equipped with ten classes, is class is equipped with a comfortable individual sitting arrangement, a state of the art computer system, a data projector and internet access. this is a standard for all the classes in the school in

our efforts to keep phase with todays’ fast development of technology.

Tower Resturant & BarThe Faculty of Tourism’s Tower Restaurant and Bar offer students a unique opportunity to experience on the job training during the summer training period. The restaurant is located on the top floor of the faculty and serves different type of assorted cuisine.

P R O G R A M M O D U L E S

Module IFood And Beverage Operations(For Service Staff)

Module IIManagement and Control for Food and Beverage Operations (For Managers/SVs)

Module IIIManagement and Control for Housekeeping Operations (For SVs/Employees)

Module IVManagement and Control for Front Office Operations(For SVs/Employees)

Module VKitchen and Culinary Arts Operation (For Kitchen Staff)

Module VISales and Marketing Management for Hotels (For Managers/Svs)

Module VIIHuman Resources Manegement for Hotels (For Managers/Svs)

Module VIIService (Hotel) Operation Management( For Managers/Svs )

Different Modules can be offfered according to needs and requests.

Aim of the ProgramThe aim of the training program is to increase and enhance the skills and abilities of the hotel staff.

Outcomes of Modules Module IAt the end of the program, the participants will be able to:• handle food and beverage operations smoothly• handle guest complaints• have product knowledge • apply different service procedures• enhance communication skillsThe training program is prepared and scheduled on the basis of above mentioned topics.

Module IIAt the end of the program, the participants will be able to:• establish standards• analyse menus • prepare recipes • prepare and analyse monthly cost reports.

Module IIIAt the end of the program, the participants will be able to:• identify the role of housekeeping in a hospitality operation.• explain the role executive housekeepers play in managing such human resource concerns as diversity, turnover, recruitment, selection, training, scheduling, and motivation.• explain how to manage inventories for linens, uniforms, guest loan items, machines and equipment, cleaning supplies, and guest supplies.• trace the flow of laundry through an on-premises laundry and describe the function of each machine.• describe the routine of guestroom cleaning from room assignments through inspections and turndown service and list the public space areas that the housekeeping department is responsible for cleaning and the tasks associated with each one.• list the types of materials used for ceilings, walls, furniture, and fixtures, etc. and how to properly care for them.

As it is known, the service quality in the hotel industry is the crucial element for the

guest satisfaction. If the guests are satisfied, most probably they will come and look

for the same services, which they can be considered as repeat guests. However, repeat

guests will bring new guests.

The Faculty of Tourism of the Eastern Mediterranean University is planned to offer a

training program for the hotel staff.

Module IVAt the end of the program, the participants will be able to:• classify hotels in terms of their ownership, affiliation, and levels of service, and describe how hotels are organized and explain how functional areas within hotels are classified.• summarize front office operations during the four stages of the guest cycle.• discuss the sales dimension of the reservations process and identify the tools managers use to track and control reservations.• list the seven steps of the registration process and discuss creative registration options.• identify typical service requests that guests make at the front desk.• identify functions and procedures related to the check-out and account settlement process, and summarize the steps in the front office audit process.• explain the concept of revenue management and discuss how managers can maximize revenue by using forecast information in capacity management, discount allocation, and duration control.

Module VAt the end of the program, the participants will be able to:• Explain kitchen organization and staff.• Identify tools and equipment used in the kitchen.• Identify hygiene and sanitation roles and HACCP regulations.• Use cutting and cooking methods.• Prepare stocks and sauces.• Prepare menus.

Module VIAt the end of the program, the participants will be able to:• Explain hospitality marketing, the service characteristics of hospitality marketing, the concept of the marketing information system, and the different product levels that are applicable to the tourism and hospitality industry.• Identify the product life-cycle strategies, the internal marketing process.• Build customer satisfaction through quality, the factors to be considered when

setting prices, and the different pricing strategies. • Manage capacity and demand, the nature of distribution channels and the functions that channels perform, and the promotional mix that consists of advertising, personal selling, sales promotion, and publicity.

Module VII• Explain the importance of job analysis and job design• Apply methods for forecasting labor demand, identify the advantages and disadvantages of internal and external recruiting. • Describe the importance of the selection process, explain how managers use application forms and pre-employment tests as selection tools, and identify the types of selection errors and biases managers must overcome when screening job applicants• Explain the purpose of an orientation program. • Identify and explain the stages of the training cycle, and describe various training methods• Describe the functions of performance appraisals. • Describe types of compensation, and outline the major influences on compensation plans• Describe effective incentive programs. • Outline the hospitality industry’s turnover problem, identify the causes and costs of turnover, and summarize several methods for reducing turnover• Summarize approaches to employee discipline and explain the proper use of discipline in a hospitality organization.

Module VIIAt the end of the program, the participants will be able to:• Understand and evaluate arrange of operations management concepts, principles and techniques.• Apply operations management principles and techniques to the hospitality industry.• Analyse hospitality operations and evaluate their efficiency and effectiveness.• Recommend and justify improvements to hospitality operations.

T H E P R O G R A M

M O D U L E T I M E TA B L E S

MODULE I : FOOD and BEVERAGE OPERATIONS (for Service Staff)

MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY

09:00Organizations of

Food and Beverage Operations

Hygiene and Safety Product Knowledge (Food) Mise en Place Types of Service

10:45 Break Break Break Break Break

11:00Organizational Charts for Food and Beverage

OperationsHygiene and Safety Product Knowledge

(Food)

Guest Cycle (Reservation,

welcoming, seating, menu presenting,

ordering, serving, billing)

Types of Service

12:30 Lunch Lunch Lunch Lunch Lunch

13:30 Job Descriptions Hygiene and Safety Product Knowledge (Beverage)




Types of Service


15:1516:30

Job Descriptions for Food and Beverage

OperationsHygiene and Safety Product Knowledge

(Beverage)




Exam

MODULE II : MANAGEMENT and CONTROL for FOOD and BEVERAGE OPERATIONS (for Managers/SVs)


09:00Job Descriptions

for Food and Beverage Department

Establishment of Standards(Yield Test)

Menu Engineering Cost Cycle(Receiving Control)

Monthly Food and Beverage Cost Report


11:00

Establishment of Standards

(Standard Purchase Specifications)


(Recipe calculations)Menu Engineering Cost Cycle

(Storing Control)Monthly Food and

Beverage Cost Report


13:30Establishment of

Standards(Yield Test)


(Recipe calculations)

Cost Cycle(Purchasing Control)

Cost Cycle(Issuing Control)

Monthly Food and Beverage Cost Report


15:1516:30

Establishment of Standards(Yield Test)


(Recipe calculations)

Cost Cycle(Purchasing Control)

Cost Cycle(Producing and

Serving Control)Exam

MODULE III : MANAGEMENT and CONTROL for HOUSEKEEPING OPERATIONS (for SVs/Employees)


09:00 Role of Housekeeping Department

Environmental and Energy Management Laundry Operations Guestroom Cleaning Beds, Linens, Uniforms


11:00

Planning and Organizing the Housekeeping

Department

Managing Inventories Laundry Operations Public Area Cleaning Carpets and Floors


13:30

Planning and Organizing the Housekeeping

Department

Controlling Expenses Guestroom Cleaning Public Area Cleaning Restrooms


15:1516:30

Housekeeping Human Resource

IssuesSafety and Security Guestroom Cleaning Ceilings, Walls,

Furniture Exam

MODULE IV : MANAGEMENT and CONTROL for FRONT OFFICE OPERATIONS (for SVs/Employees)


09:00 Lodging Industry Reservation Communication and Guest Services

Check-Out and Settlement Revenue Management


11:00 Hotel Organization Registration Security Check-Out and Settlement Revenue Management


13:30

Planning and Organizing the Front Office Department

(Operations)

Registration Front Office Accounting Front Office Audit Managing Human

Resources


15:1516:30 Reservation Registration Front Office

Accounting Front Office Audit Exam

M O D U L E T I M E TA B L E S ( c o n t i n u e d )

MODULE V : KITCHEN and CULINARY ARTS OPERATIONS (for Kitchen Staff)


09:00 Organizations of Kitchen Hygiene and Safety Mise en Place Basic Cooking

Methods Menu


11:00 Organizations of Kitchen Hygiene and Safety Mise en Place Basic Cooking

Methods Menu


13:30 Kitchen Tools and Equipment Hygiene and Safety Basic Cooking

Methods Menu Menu


15:1516:30

itchen Tools and Equipment Hygiene and Safety Basic Cooking

Methods Menu Exam

MODULE VI : SALES and MARKETING MANAGEMENT for HOTELS (for Managers/SVs)



Sales and Marketing Department

Characteristics of Services Personal Sales Internal

Marketing and SalesMarketing to

Travel Agencies



Sales and Marketing Department

Characteristics of Services Personal Sales Internal

Marketing and SalesMarketing to

Travel Agencies


13:30 Characteristics of Services Marketing Plan Telephone Sales Advertising,

PR, and PublicityMarketing to

Meeting Planners


15:1516:30

Characteristics of Services Marketing Plan Telephone Sales Advertising,

PR, and Publicity Exam

MODULE VII : SUPERVISION & HUMAN RESOURCES MANAGEMENT for HOTELS (for Managers/SVs)


09:00 Organization of Human Resources Department

Planning and Recruitment

Selection(Interview)

Training and Development

Social Responsibility

and Ethics


11:00 Organization of Human Resources Department

Planning and Recruitment Orientation Evaluating Employee

Performance

Turnover, Discipline and

Exit


13:30 Job Analysis and Job Design


Orientation Evaluating Employee

Performance

Turnover, Discipline and

Exit


15:1516:30

Job Analysis and Job Design


Training and Development

Social Responsibility and Ethics Exam

MODULE VIII : SERVICE (HOTEL) OPERATION MANAGEMENT (for Managers)


09:00 Introduction to the Course

Customer and Supplier Relationship

(Case; Travelco Ltd)

Service Processes Managing Transition

(Case 1: British Airways, Waterside)

Service Capacity the Coping Zone

Network Confugiration


11:00

Introduction to the Service Operation

Management(Case: Sky Airways)

Customer and Supplier Relationship

(Case; Travelco Ltd)



Service Capacity the Coping Zone

Service Supply Chain


13:30

The Service Concept(Case 1: Ice Hotel, Case 2: Singapore

Zoological Gardens, Case 3: Intercontinental

Hotel Group)

Customer Expectations and Satisfaction

(Case: Singapore Airline)

SERVICE STRATEGY(Case: Benihana of Tokyo)

Service CultureService People

(Case: The Empress Hotel Group)

Performance Measurement


15:1516:30

The Service Concept(Case 1: Ice Hotel, Case 2: Singapore

Zoological Gardens , Case 3: Intercontinental

Hotel Group)

Customer Expectations and Satisfaction

(Case: Singapore Airline)



Service CultureService People

(Case: The Empress Hotel Group)

Linking Business to

Performance

Dormitory

Food Facilities

Cashomat

Post Office

Bank "For Your International Career"

www.emu.edu.tr MA

P

1 Administrative Facilities | D2

2 Akdeniz Dormitory | B7 3 | 4 Alfam Dormitory | B6 5 Alumni Comm. & Career Devel. Office | C3 6 Central Lecture Halls | C4 7 Church | B7 8 Computer Center | C4 9 Continuing Education Center - EMU

Coop Ltd. | C2 10 DAÜ-TV & Radio | D3 11 Department of Civil Engineering | C5 12 Dept. of Computer Engineering | B6 13 Dept. of Electrical & Electronic Eng. | B5 14 Department of Industrial Engineering | B5 15 Dept. of Mechanical Engineering | C4 16 Eastern Mediterranean Doğa College | B4 17 Eastern Mediterranean Doğa Prim. Sch. | A3 18 EMU I Dormitory | C1 19 EMU II Dormitory - EMU Dormitory

Directorate Office | B7

20 EMU III Dormitory | A7 21 EMU IV Dormitory | A6 22 Faculty of Architecture | C5 23 Faculty of Arts & Sciences | C4 24| 25 Faculty of Business & Economics -

School of Business & Finance | C3 26 Faculty of Communic. & Media Studies | C4 27 Faculty of Education - Post Office | C2 28 Faculty of Health Sciences - School of

Health Services | A3 29 Faculty of Law - School of Justice | C4 30 Faculty of Medicine | A4 31 Faculty of Pharmacy | A3 32 Faculty of Tourism | C5 33a| 33 Foreign Languages & English Preparatory

School and Annex | B3 and B2 34 Halide Edip Guest House - I | B7 35 Health Center - Psy. Counselling Guid. &

Res. Center | C6 36 Inst. of Graduate Studies & Research | C4

37 International Office | C3 38 Lala Mustafa Paşa Sports Complex | B3 39 Library | C3 40 Longson Dormitory | B6 41 Marmara Dormitory | B6 42 Islamic Cultural Center (Under Construction) | B5 43 Namık Kemal Guest House - II | B7 44 Open Air Sports Facilities | B4 45 Özok Dormitory | B5 46 Accounting Affairs & Personnel Affairs

Office | B4 47 Rector’s Office | C3 48 Registrar’s Office | C4 49 Restaurant | B5 50 Restaurant | B6 51 Restaurant | C5 52 Restaurant | D3 53 Sabancı Dormitory | C2 54 School of Computing & Technology | D3

55 Stadium | B5 56 Social & Cultural Activities Center | D3 57 Student Services Office & Table’d Hote

Restaurant | C4 58 T.C. Yurtkur Necmettin Erbakan Dormitory

(EMU V Dorm.) | B7 59 T.C. Yurtkur Dormitory (EMU VI

Dormitory) | B7 60 Technical Affairs | B5 61 Visual Arts & Visual Communications

Design - Techno Park | B4 62 Uğursal Dormitory | B6 63 Home Dorm Dormitory | B8 64 Ramen Dormitory | A8 65 Prime Living Ltd. Dormitory (Under Construction) | A8 and B8

Faculty :Tourism

Program :Executive Training Program

Grade :1-3

E x e c u t i v e Tr a i n i n g P r o g r a m f o r t h e H o t e l I n d u s t r y

Benefits include• Experience based innovative syllabus

• Small class size with personal attention from ınstructors.

• Hands-on instruction in a well equipped class

• Real life industry based trainer.

• Interactive & fun learning method

Who should attend• Department heads

• Administrative staff

• Team leaders

• Entrepreneurs

• Managers

• Hotels and tourism

Duration :I Week/35 Hours per Module

Language :English

Certificate :International Valid Certificate

Tel : +90 392 630 12 69 http://tourism.emu.edu.tr

FACULTY OF TOURISM

Fax : +90 392 365 15 84 e-mail : [email protected]

ww

w.e

mu.

edu.

tr

"For Your International Career"

Famagusta / North Cypus

Design & Print: EMU Printing-house, Ersev Sarper (07.2015) T. No:???????

turns your dream 2015/16 - tourism.emu.edu.tr 03.pdf · "for your international career"...

Documents