COLLEGE OF BUSINESS MANAGEMENT

Bachelor of Science and Hospitality Management

Course Syllabus in HM 126

First Semester, 2022-2023

I. COURSE TITLE : QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY

II. COURSE DESCRIPTION :
This course aims to enable the students to recognize and assess quality management processes in a hospitality and tourism related
organization and to evaluate departmental processes and planning strategies. Topics include concepts and terminologies of TQM: definition, common
element and terminology; vision and reality- bridging the gap; constructive and critical personal reflection: proposed quality, self-assessment and peers
assessment; seeking practical feedback for supervisors and continuing improvement, developing a personal management philosophy and personal
management philosophy and personal development.

Pre-requisite : HM 112
Classification : Specialized Subject
Credit Units : 3
Total # of Hours : 54
III. HEI TYPE:
Vertical Typology : Regulated Higher Education Institution

Horizontal Typology : Colleges

Graduates of a college to participate in various types of employment, development activities and public discourses, particularly in
response to the needs of the community one serves.

VISION, MISSION, OBJECTIVES

KING’S COLLEGE OF THE PHILIPPINES
VISION : Transforming the youth to become exemplars in their chosen careers, the King’s College of the Philippines
envision each generation of globally competitive professionals to love God, to lead the Nation, and to light the
World.

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 MISSION : KCP prepares men and women for leadership and excellence in their respective professionals, locally and
internationally.

OBJECTIVES :
1. produce civic minded professionals with world class competence;
2. generates graduates who are responsible citizens imbued with Christian values;
3. prepare greater employment opportunities through continuing education and training;
4. preserve Filipino values, culture, and values, environment; and
5. develop students who are research-oriented.

COLLEGE OF BUSINESS MANAGEMENT (CBM)

MISSION : Prepare business professionals who are qualified, globally competent and fostered with ethical leadership.

BACHELOR OF SCIENCE IN HOTEL AND RESTAURANT MANAGEMENT (BSHRM)

OBJECTIVES :
1. prepare professionals who are competent frontrunners in the hospitality industry;
2. train future industry leaders imbued with moral and spiritual values;
3. produce professionals who are fully equipped with up-to-date industry knowledge;
4. train students to be respectful of human dignity, culture and environmental concern; and
5. train hospitality management professionals who are adept in business research.
IV. DETAILED COURSE OUTLINE

INTENDED LEARNING OUTCOME CONTENT TIME FRAME TEACHING TEACHING- ASSESSMENT

(ILO) MODALITIES LEARNING TOOLS
ACTIVITIES
After engaging in each topic, CLASS ORIENTATION August 15, 2022 Online Reflection
students should have: Overview and Orientation Orientation
VMG of the College & School
Memorized the vision, mission and School Policies and Guidelines
goals of the school and the college. Course Syllabus
Grading System
Interpret the content of the course Requirements
and the student-teacher learning Course Expectations

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expectation.

Comprehend and determined the INTRODUCTION TO QUALITY SERVICE August 17 -26, Learning Discussion with Task-based
different dimensions of quality. MANAGEMENT IN TOURISM AND HOSPITALITY 2022 Management exemplars assessment
System

Recognized the predictors of customers GUESTOLOGY August 30- Learning Discussion with Task-based
expectation. September 5, Management exemplars assessment
2022 System

Appraised the significance of designing STRATEGIES FOR QUALITY SERVICE IN September 7-19, Learning Discussion with Task-based
the guest experience and concept of TOURISM AND HOSPITALITY 2022 Management exemplars assessment
strategies. System

PRELIM EXAM SEPTEMBER 20-24, 2022 ONLINE EXAMINATION

Determined how service environment THE GUEST AND THE SERVICE SETTING September 26-30, Learning Discussion with Task-based
affects guests and employees. 2022 Management exemplars assessment
System

Comprehend the training and SERVICE STAFFING IN TOURISM AND October 3-10, Learning Discussion with Task-based
development techniques used by the HOSPITALITY 2022 Management exemplars assessment
tourism and hospitality organization. System

Appraised how service process DESIGNING AND MANAGING SERVICE October 12- 21, Learning Discussion with Task-based
redesign can improve service quality 2022 Management exemplars assessment
and productivity. System

Recognized the concept of demand and BALANCING DEMAND AND PRODUCTIVE October 24-31, Learning Discussion with Task-based
the capacity constraint. CAPACITY FOR QUALITY SERVICE 2022 Management exemplars assessment
System

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 MIDTERM EXAMINATION NOVEMBER 3-8, 2022 ONLINE EXAMINATION

Identified the different strategies CO-CREATION OF QUALITY SERVICE November 9-16, Learning Discussion with Task-based
involving customers to increase 2022 Management exemplars assessment
satisfaction, quality, value and System
productivity.
Showed the importance of recovery SERVICE FAILURES AND SERVICE RECOVERY November 18-28, Learning Discussion with Task-based
arising from service failures. 2022 Management exemplars assessment
System

Explained the relationships between SERVICE EXCELLENCE AND LEADERSHIP December 2-12, Learning Discussion with Task-based
service quality, productivity, and 2022 Management exemplars assessment
profitability. System

FINAL EXAMINATION DECEMBER 13-17, 2022 ONLINE EXAMINATION

V. COURSE REQUIREMENT:
a) Examination
b) Submit module activities and examinations
c) Activity Compilation
VI. GRADING SYSTEM
a) Prelim : Class Standing (60%) + Exam (40%)
b) Midterm : Class Standing (60%) + Exam (40%)
c) Tentative Final : Class Standing (60%) + Exam (40%)
Final Grade = PG + MG + TFG
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Computation of Final Grades will be AVERAGING SYSTEM using the formula.

VII. REFERENCES:
Book:
Cornell, D. et al., (2020) Quality Service Management in Tourism and Hospitality. Quezon City: Rex Printing Company, Inc.

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 Alcuaz, V. et al., (2020). Multicultural Diversity in the Workplace for the Tourism Professional . Quezon City: Rex Printing Company, Inc.
Lim, R. (2019). Tourism and Hospitality. York, NY 10008, USA: 3G E-Learning LLC
Lim, R. (2019). Macro Perspective of Tourism and Hospitality. York, NY 10008, USA: 3G E-Learning LLC.

Internet:
https://www.scribd.com/document/231387685/Fundamentals-of-Hospitality-and-Tourism-Management
https://opentextbc.ca/introtourism/chapter/chapter-1-history-and-overview/
https://tourismteacher.com/leipers-tourism-system/
http://www.market-width.com/Tourism-Industry.htm

PREPARED: REVIEWED & APPROVED: NOTED:

CATHRINE S. BOCACAO, MPA JACQUELINE L. GAWISAN, MBA CARIDAD P. PAGADUAN, Ed.D

Instructor Dean, College of Business Management Vice President for Academic Affairs