Republic of the Philippines

TOP LINK GLOBAL COLLEGE INC.

3- YEAR DIPLOMA PROGRAM
First Semester 2023-2024

Course Syllabus :QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY - (HRMT)

COLLEGE VISION
To be the leading Global Education network for Transformative Learning, Literacy and Life Skills through advanced technological and high-Quality Service linking Good Deeds to Good Life.

COLLEGE MISSION
Deliver high quality services and high-quality education at any given time. Create and connect relevant global linkages for our stake holders in constantly undertaking programs for their welfare and
development. Conduct quality training for skills and competencies of faculty and employees, enabling them to participate and contribute to the community. Link and provide opportunities for
interaction with other academic and non-academic communities and related agencies to promote interdependence and mutual help in favor of the common good. Take the lead in the acquisition
and implementation of the technological resources to be adaptive to the new normal in education. Continuously strive to decrease our operational cost to provide affordable tuition.

ACADEMIC GOALS & OBJECTIVES

Exemplify and promote social and personal transformation in the light of Christian Values; Nurture and develop methods of inquiry, study, discovery and learning which are dialogic and
democratic, free and scientific, systematic and effective. Heed to ethical standards in conducting academic research; utilize results in improving school processes, local, national and global
communities; Appreciate, preserve and promote Philippine arts and culture, a national and global levels; Navigate in and sustain community involvement activities as agents of social change for
the upliftment of the poor and marginalized groups in the service of God and Country. Cultivate social consciousness and a sense of responsiveness and mindfulness of national and global issues;
and Empower people through the advanced use of technology for sustainable development.

TOP LINK GLOBAL COLLEGE PLEDGE

I am a TLGCIAN, I stand firm without ceasing,
I solemnly swear that I shall faithfully adhere,
to the ideals and noble cause I am bound to fulfill;
I pledge commitment to carry on my duties
of exemplifying ethics in my words and in my deed;
Trustworthiness and Leadership,
Godliness and Creativity
are life-long values ingrained within me,
that I pledge to live up and forever be proud,
to be of service foremost to almighty God,
to link Good Education to Good Life,
worthy of service to my fellow mankind. So help me God.

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 DEPARTMENT: COLLEGE DEPARTMENT
SCHOOL DIRECTOR: MR. ANICETO B. URETA
COLLEGE DEPARTMENT HEAD: MR. UEL MABI D. MANALON
COURSE CODE & TITLE: QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY
COURSE CREDIT: 3 UNITS
PRE-REQUISITE(S): NONE
NAME OF PROFESSOR/INSTRUCTOR: APRIL JOY L. ALBAY, LPT

SCHEDULE & ROOM ASSIGNMENT:

COURSE DESCRIPTION:
This course deals with the nature of mathematics, appreciation of its practical, intellectual and aesthetic dimensions and application of mathematical tools in daily life. The course
begins with an introduction of the nature of mathematics as an exploration of patterns (in nature and in the environment) and as an application of inductive and deductive
reasoning. By exploring these topics, students are encouraged to go beyond the typical understanding of mathematics as merely a set of formulas but as a source of aesthetics
in patterns of nature, for example, and a rich language in itself ( and of science) governed by logic and reasoning.

COURSE OBJECTIVES:
The course utilizes ways in which mathematics provide a tool for understanding and dealing with various aspects of present-day of living, such as managing personal finances,
making social choices. Appreciating geometric designs, understanding codes used in date transmission and security, and dividing limited resources fairly. These aspects will
provide opportunities for actually doing mathematics in a broad range of exercises that brings out various dimensions of mathematics as a way of knowing, and test the students’
understanding and capacity.

COURSE OUTLINE
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 PRELIMINARY PERIOD
WEEKS & NUMBER OF HOURS TOPICS COMPETENCIES / OUTCOME DETAILED ACTIVITIES

• Course Orientation The students shall be able to:

● Face-to-face, Online Discussion/Presentation/s
• Grading System • Memorize, write and relate the
(VMAGP) to their course ● Provide overview of the course, grading system,
• Rules and Regulations and
Week 1 • Discuss the contribution of the policies and (VMAGP)
School Policies
(3 hrs) course in the training.
FEBRUARY 19-24 ACTIVITIES:
• Vision, Mission, Academic
Goals & Objectives, Top Link • Evaluate how far was the Day 1 : Recitation (TLGC PLEDGE)
Global College Pledge (VMAGP) achieved based
Day 2
(VMAGP). from their experiences.

• Course Orientation The students shall be able to:

• Grading System • Memorize, write and relate the

(VMAGP) to their course
• Rules and Regulations and
School Policies • Discuss the contribution of the
course in the training.
ACTIVITIES:
Vision, Mission, Academic Goals &
Week 2 Objectives, Top Link Global College • Evaluate how far was the Day 1
(3 hrs) (VMAGP) achieved based Day 2
FEBRUARY 26, 2024 - MARCH 1, from their experiences.
2024

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 ACTIVITIES:
At the end of this chapter, the Day 1
students should be to: Day 2
• Define what is quality;
• Determine the different
dimensions of quality;
Week 3  Chapter 1: Introduction to • Identify the distinction
(3 hrs) Quality Service Management in between goods, services and
March 4, 2024 - March 8, 2024 Tourism and Hospitality service products; and
• Gain insights on the
contributions made by the
pioneers of total quality
management and service
management.

ACTIVITIES:
At the end of this chapter, the Day 1
students should be to: Day 2
• Define what guestology is and
what a guestologies is;
 Chapter 2: Guestology • Determine the predictors of
Week 4 customer expectation;
(3hrs) • Identify the different types of
March 11, 2024 - March 16, 2024 customers; and
• Determine who defines value
and quality.

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 ACTIVITIES:
At the end of this chapter, the Day 1
students should be to: Day 2
 Understand the concept of
strategy;
Week 5  Realize the importance of
(3hrs)  Chapter 3: Strategies for
designing the guest
March 18, 2024 - March 23, 2024 Quality Service Management in experience; and
Tourism and Hospitality
 Identify key factors that must
be examined to ensure best
service.

Week 6 LONG QUIZ LONG QUIZ

(3hrs)
March 25, 2024 - March 30, 2024

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 MIDTERM PERIOD

WEEKS & NUMBER OF

TOPICS COMPETENCIES DETAILED ACTIVITIES
HOURS
ACTIVITIES:
At the end of this chapter, the Day 1
students should be to: Day 2
 Understand the importance of
service settings or
environment
Week 7  Chapter 4: The Guest and  Determine how the service
(3hrs) the Service Setting environment affects guess
April 1, 2024 - April 6, 2024 and employees; and
 Identify the reasons why
providing a safe and service
environment is important for
the guest.

Week 8 At the end of this chapter, the

(3hrs)
April 9,2024- April 14,2024
students should be to:
 Chapter 5: Service Staffing
in Tourism and Hospitality
ACTIVITIES:
 Understand the process of Day 1
recruiting employees and be Day 2
familiar with the approaches Day 3
and techniques of Interview
and screening of job
candidates;
 Understand the training and
development techniques used
by the tourism and hospitality
organizations;
 Know how tourism and
hospitality employees are
trained to provide outstanding
guest services;
 Know why hospitality
organizations value their
employees through
empowerment; and
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  Understand the importance of
managing and equipping
employees of the right mindset
as being part of the
organization.

ACTIVITIES:
Week 9 Day 1
(3 hrs) Day 2
I Day 3
n
c
l
u
s
i
v
e

D
a
t
e
s
ACTIVITIES:
Day 1
Day 2
Day 3

Week 10
(3hrs)
Inclusive Dates

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 ACTIVITIES:
Day 1
Day 2
Day 3
Week 11
(3hrs)
Inclusive Dates

Week 12 MIDTERM EXAMINATION

(3hrs) MIDTERM EXAMINATION
Inclusive Dates

FINAL PERIOD

WEEKS & NUMBER OF

TOPICS COMPETENCIES DETAILED ACTIVITIES
HOURS
ACTIVITIES:
Day 1
Day 2
Day 3

Week 13
(3hrs)
Inclusive Dates

Week 14
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 (3hrs)
Inclusive Dates
ACTIVITIES:
Day 1
Day 2
Day 3

Week 15
(3hrs) ACTIVITIES:
Inclusive Dates Day 1
Day 2
Day 3

Week 16
(3hrs)
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 Inclusive Dates

ACTIVITIES:
Day 1
Day 2
Day 3

Week 17 .
(3hrs)
Inclusive Dates

ACTIVITIES:
Day 1
Day 2
Day 3

Week 18 FINAL EXAMINATION FINAL EXAMINATION

(3hrs)
Inclusive Dates

COURSE POLICIES & GUIDELINES (EXCERPTS IN STUDENT HANDBOOK):

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COURSE REQUIREMENTS:

A. TERM EXAMS
B. QUIZZES
C. SEAT WORK/ACTIVITIES/ASSIGNMENTS
D. ACTIVE PARTICIPATION

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ASSESSMENT/EVALUATION/GRADING SYSTEM:

REFERENCES:

Earnhart, R. et al. Mathematics in the Modern World.

http://gofiguremath.org/natures-favorite-math/the-golden-ratio/

APPLICATION USED:

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Prepared by: Reviewed & Approved by:

MR. UEL MABI D. MANALON MR. UEL MABI D. MANALON MR. ANICETO B. URETA
Subject Instructor Head, College Department School Director

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