Tiêu chuẩn Giảng viên:

• Giảng viên 100% phải được công nhận bởi CTH hoặc do Viện MBA (trung tâm HOSPI) thẩm định và bổ nhiệm.
• Giảng viên phải có bằng từ đại học trở lên, ưu tiên tốt nghiệp từ các hệ thống giáo dục quốc tế được kiểm định hoặc có uy tín.

Tiêu chuẩn Phòng học

• Phòng học được trang bị đầy đủ cơ sở vật chất cho một phòng học tương tác hiện đại, bao gồm các thiết bị phục vụ cho trình chiếu và trình bày.
• Một lớp học không vượt quá 30 học viên.
• Phòng học phải đáp ứng các yêu cầu về an toàn và sức khỏe theo tiêu chuẩn Anh Quốc ( Health & Safety Regulations)

Quy trình tổ chức ôn luyện, thực hành và khảo thí

• Học viên tham gia ôn luyện và thực hành tại các PPP ủy quyền
• Sau khi trải qua quá trình ôn luyện kết hợp thực hành, học viên đăng ký thi để lấy CTH Level 4 Diploma in Hospitality Management.

Thời lượng thực hành, ôn luyện và thời lượng tự học ược công nhận:

CTH Level 4 Diploma in Hospitality Management được thiết kế với 1,200 giờ đào tạo tổng hợp – Total Qualification Time (TQT), trong đó có 600 giờ (120 credit) ôn tập và thực hành thông qua hướng dẫn trực tiếp của giảng viên hoặc trợ giảng – Guided Learning Hours (GLH) với:

• Total Qualification Time (TQT) là tổng thời gian tính bằng giờ (hours) là tổng thời gian mong muốn học viên phải dành cho chứng nhận. TQT là tổng thời gian học tập trên lớp, tự học và thời gian ôn tập chuẩn bị cho kiểm tra. Tổng thời gian cho TQT bao gồm các hoạt động:
  • GLH (Guided Learning Hours) là thời gian ôn tập và thực hành chính thức bao gồm thời gian thực hành + thời gian được hướng dẫn bởi giảng viên hoặc trợ giảng.
  • Thời gian tự học có hoặc không có trợ giảng
  • Các hoạt động liên quan đến chương trình đào tạo bao gồm đọc tài liệu, chuẩn bị cho thuyết trình…
  • Xem các video hoặc bài giảng
  • Tham quan, học tại các doanh nghiệp khách sạn, nhà hàng (nếu có)

Tiêu chuẩn kiểm định và công nhận:

CTH Level 4 Diploma in Hospitality Management là bằng nghề quốc tế tương đương Trung cấp được kiểm định và công nhận theo hệ thống RQF (Regulated Qualification Framework) của Vương Quốc Anh, công nhận toàn Châu Âu và trên thế giới. Để hiểu rõ hơn về hệ thống Level, đặc biệt là Level 3 có thể tham khảo tại: https://www.gov.uk/government/publications/qualication-and-component-levels

Bên cạnh được công nhận tại Anh Quốc, Châu Âu và hầu hết quốc gia và vùng lãnh thổ theo hệ thống RQF của Vương Quốc Anh, CTH cũng phối hợp với các hệ thống khách sạn nhà hàng nhằm đảm bảo học viên sau khi tốt nghiệp được làm việc ngay.

Các môn học:

Môn thứ 1: Finance in Tourism and Hospitality

This unit enables students to gain an understanding of main sources of finance, to understand the relationships between cost volume and profit, to carry out specific costing practices and make recommendations on prices and interpret business performance using recognised tools.

It is not an in-depth accounting unit, and this should be borne in mind when planning and executing the delivery.

Module 1: Understand the sources of income generation and other funding in the tourism and hospitality industry.

• Describe sources of income
• Describe sources of funding.

Module 2: Understand the operation of the business in terms of the elements of costs.

• Describe the elements of cost found within the tourism and hospitality
• Describe some of the key aspects of effective control systems for high value assets.

Module 3: Be able to apply the concept of marginal costing to price setting, particularly as applied to those costs which change with time or level of activity

• Identify operations when this is a useful
• Calculate marginal costs and apply the result to pricing decisions.

Module 4: Be able to prepare budgets and compare budgets with actual results

• Explain the main reasons for using budgets, and some of their limitations.
• Prepare relevant operating budgets.
• Calculate variances between given actual and budgeted figures and comment on the results.

Module 5: Be able to interpret business performance from profit and loss statements and balance sheets using ratios and percentages.

• Use a number of tools to analyse a given business’ performance to include basic sales, liquidity, efficiency and financial ratios.

Môn thứ 2: Customer Service Management in Tourism and Hospitality

This unit covers the management of customer service operations, managing the resolution of customers’ queries and complaints, analysing the effectiveness of customer service in hospitality or tourism and understanding the use of quality systems in the tourism and hospitality industry

Module 1: Manage customer service operations in hospitality or tourism

• Explain the importance of anticipating customers’ needs and preferences
• Set customer service targets and standards for a department
• Allocate resources to operations to enable efficient customer service
• Ensure all staff maintain customer service standards
• Make use of customer feedback to improve products and services

Module 2: Manage the resolution of customers’ queries and complaints in hospitality or tourism

• Describe possible actions to prevent problems
• Identify the cause of complaints
• Explain how to handle complaints in accordance with customer service standards
• Maintain records of issues, problems and incidents

Module 3: Analyse the effectiveness of customer service in hospitality or tourism

• Implement an evaluation plan in accordance with organisational requirements
• Analyse information using agreed techniques
• Identify strengths, areas for improvement and patterns of repeated customer complaints
• Recommend improvements that are practicable and which offer value for money

Module 4: Understand the use of quality systems in the tourism and hospitality industry

• Define “quality”, quality attributes and measures
• Explain the components of an effective quality system
• Explain how to identify problems, defects and shortfalls against quality standards
• Explain how quality standards can be used to make improvements

Môn thứ 3: Global Tourism and Hospitality

Module 1: Understand the size and scope of the global tourism and hospitality industry

• Analyse the size, nature and sub-sectors of the global tourism and hospitality industry
• Analyse the role of stakeholders of the industry
• Explain the history of the tourism and hospitality industry
• Analyse the inter-relationships and links between tourism and other sectors

Module 2: Understand the food and accommodation sub- sectors within the global tourism and hospitality industry

• Characterise the distinctions between different types of accommodation and their operation
• Characterise the distinctions between different types of food operation
• Analyse the factors affecting accommodation location decisions
• Analyse the effectiveness of transport and distribution systems

Module3: Understand the issues and influences affecting the global tourism and hospitality industry

• Review the development of the industry and the reasons for change
• Evaluate the impact of government activity and political issues
• Define the contribution of the industry on the economy and its impacts
• Evaluate the effect of trends in modern lifestyle habits
• Evaluate the way in which external factors affect the industry and organisations within it

Module 4: Understand the growth of global tourism and hospitality brands

• Define the characteristics and uses of branding
• Analyse the development of global tourism and hospitality brands
• Analyse the benefits of branding and brand loyalty
• Explain the use of tourism and hospitality globalisation strategies and their risks

Môn thứ 4: Rooms Division Operations

Module 1: Understand rooms division operations (front office and housekeeping departments)

• Define the functions of rooms divisions
• Identify the role and responsibilities of rooms division staff within an organisational structure
• Explain the impact of “the guest cycle” on rooms division operations
• Explain the components of customer offerings
• Describe organisational customer service standards
• Explain the services to support customers’ needs

Module 2: Understand front office processes

• Describe the organisational procedures for reservation, reception and cashiering functions
• Explain how to use manual and electronic systems to track room status
• Explain how to process check-out functions and payments in accordance with organisational procedures and standards
• Explain the use of communication systems

Module 3: Understand housekeeping operations

• Describe the organisational procedures and standards in the housekeeping, laundries, linen rooms and maintenance departments in a hotel
• Explain how to use safe working practices and minimise the potential for accidents
• Explain how to organise the safe use and storage of cleaning materials
• Explain how to ensure that guest rooms and public areas are clean, safe and secur

Môn thứ 5: Food and Beverage Supervision

This unit covers evaluating the effectiveness of food and beverage operations, developing food and beverage operations, understanding how to arrange banquets and functions, understanding how to supervise the purchasing and storage of food and beverages and the management of staff performance

Module 1: Evaluate the effectiveness of food and beverage operations

• Set realistic criteria for the evaluation of food and beverage operations
• Analyse the efficiency and effectiveness of food and beverage operations
• Analyse the occupational, environmental and human factors that affect hygiene, health and safety
• Evaluate the potential impact of non-compliance with regulatory requirements

Module 2: Develop food and beverage operations

• Allocate human and physical resources that are sufficient to meet objectives
• Define the factors that affect the development of menus and wine lists and recommend changes to meet identified needs and within budget
• Recommend changes to methods of food production and/or food and beverage service that meet identified needs and within budget
• Explain how any changes may influence customers’ perceptions of the organisational brand
• Evaluate the quality of staffs’ selling, customer service skills and the extent of their product and service knowledge

Module 3: Understand how to arrange banquets and functions

• Develop plans for banquets and functions that meet the specification within budget
• Define menus, wine lists, cooking and service methods that are appropriate to the banquet or function
• Address hygiene, health and safety issues for each event plan
• Specify supervision and staffing arrangements for each event that are sufficient to meet the specification
• Evaluate the success of the event against agreed criteria

Module 4: Understand how to supervise the purchasing and storage of food and beverages

• Define purchasing standards appropriate to the item to be purchased
• Analyse the efficiency and effectiveness of the purchasing and storage of food and beverage items
• Specify storage methods that are appropriate to the item being stored
• Specify procedures for the issue of stock that are appropriate to the item

Module 5: Manage the performance of staff in food and beverage

• Agree targets and objectives that align with business needs
• Provide training interventions that meet identified needs
• Allocate and direct work to meet performance targets and quality standards
• Manage underperformance and in accordance with organisational requirements
• Analyse the principles of recruitment and selection of staff