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Republic of the Philippines

Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

SYLLABUS IN THC3 – QUALITY SERVICE MANAGEMENT IN HOSPITALITY & TOURISM

The Cagayan State University aims to produce graduates who will exhibit:
Competence - critical thinker, creative problem-solver, competitive performer regionally, nationally and globally
Social Responsibility - sensitive to ethical demands and compassionate particularly to the marginalized, steward of the
Intended Graduate
environment for future generations while championing development and socially just and an advocate of economic
Attributes and social equity
Unifying Presence - uniting theory and practice, uniting strata of society, uniting tradition and innovation, uniting the
nation, the ASEAN region and the world and uniting the University and the community
Graduates of the college will be able to:
(Knowledge) - analyze, design and implement appropriate solutions to complex problems;
College Intended Learning
(Skills) - conduct advanced ICT-related and responsive research and extensions innovations; and
Outcomes (Attitude) - manifest personal and interpersonal skills imbued with ICT professional ethics and values;
GAD integration - perform tasks in a gender responsive manner.
At the end of the program, the graduates are expected to:
1. Be articulate and be able to discuss the latest developments in the hospitality industry.
2. Communicate effectively orally and in writing using English, Filipino, mother tongue language, and an
appropriate
foreign language required in the hospitality industry.
3. Work effectively and independently in multi-disciplinary and multicultural teams.
Program Intended Learning
4. Engage in the practice of professional, ethical and social responsibility
Outcomes 5. Faithfully promote and preserve Filipino historical and cultural heritage.
6. Capably plan and implement a risk management program to provide a safe and secure workplace.
7. Be able to produce and manage food products and services, complying with enterprise standards
8. Demonstrate management skills in food and beverage service and production.
9. Exhibit basic, common and core competencies in various qualifications that are related to food service and food
production.
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Course Code THC3 Course Title Quality Service Management in Tourism & Hospitality

2nd
Credit Units 3 Semester School Year 2018-2019 Number of Lecture Hours 54
Semester
Pre-Requisite/s THC1 Co-Requisite/s NONE Number of Laboratory Hours 0

This course aims to enable the students to recognize and assess quality management in a hospitality and tourism
Course Description
related organization and to evaluate departmental processes and planning strategies

Class Standing 20%

Group Activities, Recitation,
Assignments & Attendance

Grading System Quizzes 30%

Major Exams 50%

Total 100%
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Course Learning Plan

TIME TEACHING TEACHING TEACHING
LEARNING
ALLOTMENT AND AND AND
COURSE LEARNING OUTCOMES Learning Content ASSESSMEN
LEC LAB LEARNING LEARNING LEARNING
T
ACTIVITIES REFERENCES RESOURCES
 Diagram the historical 1.Introduction of Total Quality Lecture Subbaraj
perspective of quality and 3hr - Individual Ramasamy
development of TQM to the Management /Group (2012), Total Text Book Group
Exercises Quality Power point Presentation
present. o Evolution of Total Quality Library Work Management, Presentation of TQM
pp. 1.3 and 1.8 – Laptop Evolution
Management 1.10 LCD Projector timeline
Chalk/Whiteb
http://slideshare oard Marker Quiz 1 (20)
/chapter-1-tqm- Chalk/White
evolution-ppt2- board
150118181251-
conversion-
gate01.pdf

Describe Total Quality 2. Total Quality Management Lecture Subbaraj

Management and its perspectives o Definition of TQM Ramasamy Text Book
o Elements of TQM 3hr - (2012), Total Power point Quiz2 (35)
o Total Quality Perspectives Quality Presentation
Distinguish the vital role of TQM
Management, Laptop
in the success of hospitality pp. 3.2-3.4 LCD Projector
operations. Chalk/Whiteb
Ressurection, oard Marker
Juan (2014), Chalk/Whiteb
Introduction to oard
Total Quality
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Management,
Slide 1 - 11
Interpret the contributions of 3. Quality Management Gurus and Subbaraj
quality gurus. Theories 3hr - Lecture Ramasamy Text Book Oral Questions
Games (2012), Total Power point
o Quality Management Experts/Gurus Quality Presentation Quiz3 (20)
Apply the quality theories and
and their theories Management, Laptop
philosophy in hospitality pp. 1.8-1.10 LCD Projector
operations. Chalk/Whiteb
Neyestani, oard
Behnam (2017), Marker&Eras
Principles and er
Contributions of Chalk/White
TQM Gurus on board
Business Quality Illustration
Improvement Board

Discuss the components and 4. Quality Management Lecture

benefits of QM o Quality Management Group El-Gohary, Research
o Components of Quality Management Discussion Ahmed(2007), Paper
o Benefits of QMS 3hr - Basic Concepts Power point
Identify the role of Quality
on Quality Presentation
Management processes in Management Laptop Quiz4 (20)
hospitality operations. LCD Projector
https://info.docx Chalk/Whiteb
ellent.com/blog/ oard
main- Marker&Eras
components- er
quality- Chalk/White
management board

https://www.nib
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

usinessinfo.co.u
k/content/advan
tages-quality-
management-
systems
Analyse the role of International 5. Quality System
Organization for Standardization o Intro to International Organization for Lecture Subbaraj Text Book Group
(ISO) to the implementation of Standardization Library Work Ramasamy Power point Reporting on
o ISO 9000: Family Standards & Research (2012), Total Presentation ISO Certified
TQM
6hr - Group Quality Laptop Establishment
Certification
Presentation Management, LCD Projector s in the
Illustrate factors in obtaining of o ISO 9001:2000 Standard pp. 20.3 – 20.23 Chalk/Whiteb Hospitality
International Organization for oard Industry
Standardization (ISO) in the Marker&Eras
Hospitality Operations er Quiz5 (20)
Chalk/White
board

PRELIM EXAMINATION
Discriminate the performance 6. Performance Measurement Subbaraj
measurement of various o PDCA for Measurement Lecture Ramasamy Text Book Case Studies
hospitality establishments. o Measurement Strategies Video (2012), Total Power point
o Quality Assurance Audit in the Presentation Quality Presentation Reaction
12hr - Research Management, Laptop Paper
Design a performance Hospitality Industry Case Studies pp. 10 – 10.5 LCD Projector
measurement strategies o National Accommodation Standards Individual Chalk/Whiteb Quiz6 (30)
(Quality Assurance Audit For Hotels in /Group http://angelini- oard
Identify the level of the Philippines) Exercises hospitality.com/ Marker&Eras
accommodation standards of Library Work quality- er
hotels & resorts in the Philippines assurance-in- Chalk/White
the-hospitality- board
based on their
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

facilities/amenities. industry

Department of
Tourism(2012),
National
Accommodation
Standards
Develop a customer feedback 7. Customer Satisfaction Lecture
form and complaint recovery o Service Quality Group Subbaraj Text Book Case Study
process / strategy o Features of Services Discussions Ramasamy Power point
o Customer Delight Case Study (2012), Total Presentation Oral Questions
Individual Quality Laptop
Adapt the WOW factors in dealing o Customer Feedback & Complaints /Group Management, LCD Projector Quiz7 (20)
with guest/customers Resolution 6hr - Exercises pp. 5.3 – 5.30 Chalk/Whiteb
Library Work oard
Ford, Robert Marker&Eras
(2011), Total er
Quality Chalk/White
Management board
For Hospitality
And Tourism pp.
277 - 279
MIDTERM EXAMINATION
Utilize concepts, techniques and 8. Continuous Process Improvement Subbaraj
tools that are used for Continuous o Kaizen Lecture Ramasamy Text Book Reaction
Process Improvement o 5S Practice 3hr - Video (2012), Total Power point Paper
o The Seven Deadly Wastes Presentation Quality Presentation
Management, Laptop Quiz8 (25)
pp. 8.1 – 8.15 LCD Projector
Chalk/Whiteb
https://www.you oard
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

tube.com/watch Marker&Eras
? er
v=1hvprBVWn3 Chalk/White
M&t=238s board
Educational
https://www.you Film/Instructi
tube.com/watch onal videos
?
v=yC3S9e7yl_0
&t=107s
Explain the importance of 9. Employee involvement
employee involvement in an o Employee Motivation Lecture Subbaraj Text Book Case Study
hospitality establishment o Teamwork Case Study Ramasamy Power point
o Training & Mentoring Individual (2012), Total Presentation Oral Questions
/Group Quality Laptop
Point out indicators that o Recognition & Reward Exercises Management, LCD Projector Reaction
empowers employee in an Library Work pp. 6.1 - 6.114 Chalk/White Paper
hospitality establishment 6hr - board
https://www.you Marker&Eras
Formulate a scoring guide for tube.com/watch er Quiz9 (25)
recognition and rewards to the ? Chalk/White
v=h9x2_WgwhY board
best performing employees of a
4 Educational
hospitality establishment Film/Instructi
Ford, Robert onal videos
(2011), Total
Quality
Management
For Hospitality
And Tourism pp.
277 - 279
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Assimilate the performance 10. Benchmarking Subbaraj Text Book

management of various o Intro to Benchmarking Lecture Ramasamy Power point
hospitality establishments o Triggers of Benchmarking Video (2012), Total Presentation Presentation
o Benchmarking Process 9hr - Presentation Quality Laptop of the best
Field Visit / Management, LCD Projector practices of
Integrate the best practices of Group pp. 15.3 – 15.12 Chalk/White Hospitality
different hospitality Reporting/Web board Establishment
establishments Browsing https://www.you Marker&Eras s
tube.com/watch er
? Chalk/White Reaction
v=vVBGs60NOE board Paper
Y&t=127s Educational
Film/Instructi
onal videos Quiz10 (25)
FINAL TERM EXAMINATION
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Course Policies
• Attendance – Absence may be allowed for not more than 20% (11hrs of 54 required lecture hours) of the total class hours required of the
course or be dropped after 2 warnings.
• Class participation – <statements here>
• Late work – <statements here>
• Missed exams – <statements here>
• Academic integrity – <statements here>
• Requests for extensions and for rescheduling of exams – <statements here>
• Expectations for student conduct in the classroom or laboratory – <statements here>

Input for Revision:

Other References:

Kandampully, Jay(2001), Sevice Quality Management in Hospitality, Tourism & Leisure

Mukherjee, P.N. (2006), Total Quality Management
Australian Quality Council (1993), Total Quality Management in Tourism, Travel & Hospitality Industries
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Republic of the Philippines
Cagayan State University
www.csu.edu.ph

COLLEGE of HOSPITALITY MANAGEMENT

Prepared by: Date of Revision/Enrichment: August 23, 2018

Jan Dominic T. Umengan

Faculty Member/s

Reviewed by: Noted by: Endorsed by:

<Name> Prof. Mae Angelica A. Sinco Prof. Lourdes Judy Luyun

Department Chair College Dean University Dean

Recommending Approval:

LIRIO GUDINA C. MANGAWIL, Ph.D.

Director of Instruction

Approved by:

MARIDEN VENTURA-CAUILAN, DPA

Vice President for Academic Affairs