COURSE NAME: TOURISM AND HOSPITALITY SERVICES

MANAGEMENT
COURSE CODE: BTHM 1204
COURSE LEVEL: YEAR 1 SEMESTER 11
CREDIT UNIT: 3 CU
ACADEMIC STAFF:

Course description

Tourism and hospitality industry contribute a lot to a country’s economy: The course gives an
overview of the hospitality businesses, the hospitality product/services mix, operational
characteristics of hospitality unit structures, departments, process design methods, hotels,
tourism and leisure centres. Major areas of concentration include; Introduction to Hospitality
services in E. Africa and Hospitality services management.

Objectives of the course

Students should be able to:

 Identify the various hospitality facilities

 Be acquainted with different types of hospitality services
 Differentiate between tourism products and hospitality services
 Appreciate the importance of hospitality services in the tourism services

Course Outline

1. The hospitality industry

 Introduction to tourism and hospitality (includes lodging, event planning, theme parks,
transportation, cruise line, travelling
 The interrelationship between tourism, travel, leisure and hospitality
 Historical development of hospitality
 Deference between hospitality industry, tourism and travel
 Difference between products and services
2. Demand and supply of hospitality business establishments

 Factors that determine demand and supply of hospitality services in Uganda (both in
urban and rural areas)

3. Types of hospitality establishments, their operations and management

 Week 4(3 hours)

4. Welfare and commercial establishments Week 5 (3 hours)

 Hotels
 Fast food restaurants
 Chain catering
 Hospital catering
 Industrial catering
 Travel catering
 Pubs
 Discotheques
5. Classification of hospitality establishment Week 6&7 (6 hours)

 Reasons of hotel classification

 Classification according to:
 Size
 Target market
6. Accommodation establishments and their facilities Week 8&9 (6 hours)

-Bed and breakfast, hotels, motels, inns, resorts, serviced apartments

 Commercial
 Resort
 Airport
 Conference
 Timeshare
 Condominium
 Suite
 Condominium and timeshare
 Level of service
 Ownership and affiliation
Restaurants and bars
-bars, cafes, nightclubs, pubs and public houses, wine shops

Travel and tourism

-travel agents, tour operators, leisure canters, casinos
7. Alternative forms of Accommodation Week 10 (3 hours)

 Camping Sites
 Bandas
 Recreation vehicle parks

8. Types of guests and their needs Week 11 (3 hours)

 Leisure
 Business
 Visiting friends and relatives
9. Guest cycle Week 12 (3 hours)

 Pre-arrival
 Occupancy
 Arrival
 Departure
10. Making hotel reservations Week 13 (3 hours)

 Types of reservations
 Methods of making of hotel reservations
 Types of guaranteed reservations
 How to make a reservations
 Processing a reservation
 Reservation errors
11. Hotel Organisation and management – Classifying hotel function areas

Week 14 (3 hours)

 Departments and their functions

 Interrelationship and coordination
 Team work
12. Restaurant operations Week 15 (3 hours)

Services quality and personnel knowledge and skills

 Functions staff etiquette
 Restaurant services delivery
(i) Rooms Division Management skills
 (ii)Types of guest rooms and room tariffs

(iii) Meals plans/package4

Examinations Week 16 & 17

Readings

 Buhalis, D. and Costa, C. (2005). Tourism Management Dynamics: Trends,

Management and Tools. Butterworth-Heinemann.

 Robert, J. and Graham, C. (2001) Service Operations Management, Harlow England;

Prentice Hall

 Bennett M.M, Seaton A.V (1996): The Marketing of tourism products: Concepts, Issues
and Cases. International Thomson Business Press.

 Holloway, J.C (2002): The Business of Tourism. Sixth Edition. Financial Times Prentice
Hall

 Muller Cleaver, M., Ruys T. E., Wei, S. H. F. M. (1998): Tourism product development
for the senior market, based on travel-motive research. Published by CABI European
Union.