Republic of the Philippines

ISABELA STATEUNIVERSITY
SAN MARIANO CAMPUS

BACHELOR OF SCIENCE IN HOSPITALITY MANAGEMENT

Course Syllabus

2nd Semester,
School Year 2022-2024
Course No. Course Title Credit Unit/s: 3 Hours per week:
HM 222 Quality Service Management in Tourism and Hospitality 3 3 hours/week
Management

VISION INSTITUTIONAL OUTCOMES

ISU Expected Graduate Attributes
A leading research university in the ASEAN Region.
Communicator (Cm)
MISSION  Recognizes and values communication as a tool for conveying and interacting with others and fostering their own
The Isabela State University is committed to develop globally competitive learning.
human, technological resources and services through quality
instruction, innovative research, responsive community Inquiry-focused and knowledgeable (IFK)
engagement, and viable resource management programs for  Creates new knowledge and understanding through the process of research and inquiry.
inclusive growth and sustainable development.  Demonstrates comprehensive theoretical and technical concepts related to their field of specialization with relevant
connections to industry, professional and regional knowledge.
QUALITY POLICY
Competitive (Cp)
The Isabela State University endeavors to be a lead university  Initiates and innovates better ways of doing things.
in instruction, research, extension and resource generation through  Promotes quality and productivity.
continual improvement of services and commits to comply with the standards
set by statutory, regulatory and accrediting bodies. Collaborative and Effective Leader (CEL)
 Works in collaboration with others and manages group functioning to meet common goal.
To uphold this commitment, ISU shall attain the following quality objectives:
1. Sustain academic excellence and quality in instruction; Lifelong Learning (LL)
2. Generate research breakthroughs;  Acquires new skills and adapts to rapid changes in professional and personal environment.
3. Engage in sectoral activities for community development;
4. Develop products for glocalization;
5. Support students’ participation to local and international for a to enhance
their potentialities; and
6. Review on periodic basis, the Quality Management System (QMS) and
gather feedbacks on the level of client satisfaction as basis for continuous
improvement.

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 PROGRAM OUTCOMES

The graduates of the Bachelor of Science in Hospitality Management program must be able to:
GOALS OF THE BSHRM/BSHM PROGRAM
1. Provide food & beverage service and manage the operation seamlessly based on industry standards.
The program aims to produce hoteliers, restaurateurs’ and 2. Plan and implement a risk management program to provide safe and secure workplace.
entrepreneurs in the world of industry and business, show with the dignity of 3. Conduct research and extension activities in the fields of hospitality Management.
labor, empowered with the right attitude and equipped with competencies for 4. Exhibit proficiency in oral and written communication and acquire basic communication and interaction skills in foreign
global competitiveness.
language for global competitiveness.
5. Undertake tasks, functions, duties and activities in the operation of hotels and restaurants in accordance with the
competency standards.
6. Perform work activities effectively and efficiently to the standards expected to the operation required in the hospitality
sector.
7. Work with the variety of technologies in accordance with the competency standards to be locally and globally competitive.
8. Demonstrate the values of fairness, transparency, accountability, hard work, honesty, patience, diligence, innovativeness
and risk taking.

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; assessment
and peers assessment seeking practical feedback for supervisors and continuing improvement, developing a personal management philosophy and personal development plan.
Prerequisite/s: None
Course Outcome:

At the end of the course, the students should be able to:

1. Demonstrate knowledge on the Tourism Industry, local tourism products and services
2. Manage and market a service-oriented business organization
3. Demonstrate administrative and managerial skills in a service-oriented business organization
4. Perform human capital development functions of a tourism-oriented organization
5. Utilize information technology applications for tourism and hospitality
6. Utilize Various communication channels proficiently in dealing with guests and colleagues
7. Observe and perform risk mitigation activities
8. Interpret and apply relevant laws related to tourism industry

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 Course Mapping:

Program Learning Outcomes Institutional Outcomes

Course Learning Outcomes
LO1 LO2 LO3 LO4 LO5 LO6 LO7 LO8 Cm IFK Cp CEL LL

1. Demonstrate knowledge on the Tourism Industry, local tourism

D DA D DA DA DA DA DA D D I D D
products and services

2.Manage and market a service-oriented business organization. D D D D D D D D D D I D I

3. Demonstrate administrative and managerial skills in a service-

D D D D D D D D D D D D D
oriented business organization

4. Perform human capital development functions of a tourism-

DA DA DA DA DA DA DA DA DA DA DA DA DA
oriented organization

5. Utilize information technology applications for tourism and

D D D D D D D D D D D D D
hospitality

6. Utilize Various communication channels proficiently in dealing

DA DA DA DA DA DA DA DA DA DA DA DA DA
with guests and colleagues

7. Observe and perform risk mitigation activities DA DA DA DA DA DA DA DA DA DA DA DA DA

8. Interpret and apply relevant laws related to tourism industry DA DA DA DA DA DA DA DA DA DA DA DA DA

Legend: I - Introduce, D - Demonstrate, DA - Develop and Apply

Prerequisite: HM 122, HM 124, HM F ELEC I

Course Plan
Outcomes-based Teaching-Learning Outcome-based assessment
(OBA) No. Of Hours
Program (OBTL)
Course Intended Learning Content
Outcomes Intended Learning Resources/ Type (Written Measuring
Graduate Attributes Learning Teaching &
Outcomes References Work/Performance Tool/Instrument
Outcomes Learning Activity LEC LAB
(Instructional Task/ Major Exam)
Materials)
Cm, CEL, PO6,7,8 CILO 1 State the vision and Vision and Mission of Discussion VMGO Recitation Rubrics for oral
mission of the the University Brainstorming IO
University, quality policy, Quality Policy PLO Quiz Rubrics for output
institutional outcomes Institutional Outcomes CILO
and goals of the Goals of the College
College.
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  Understand the  Introduction to Discussion Face to Face
importance to study Quality Service PPT
Quality Service Management in Brainstorming
Management in Tourism and
Tourism and Hospitality
Hospitality
 Explain the  Quality Service Discussion Face to Face
definition Quality in relation to the PPT
Service Industry
Management
 Know the goods  Service Product: Discussion Face to Face
and services as Goods and PPT
preferences in Services Sharing Ideas
Tourism and
Hospitality Industry
 Familiarize the  Dimensions of Discussion Face to Face
concepts of the Quality Service PPT
products in Tourism Products
and Hospitality
Industry

 Recognize cultural  Cultural Lecture with Face to Face

differences in Distance interactive
specific workplace discussion
PPT
 Explain the  Guestology Discussion Face to Face
importance and PPT
functions of Brainstorming
Guestology as a
study

PRELIM/LONG EXAM: 1.5 hours

 Distinguish social  Customer Discussion Face to Face
and psychological Expectations PPT
effects of Quality Brainstorming
Service

 Distinguish social  Differences of Face to Face

and psychological Customers
effects of customer based on
biases preferences

 Distinguish social  Dimensions of Face to Face

and psychological Quality and
effects of cultural Value
differences

 Understand the  The Customer Face to Face

importance of and the
Value in giving Definition of
customer service Value

 Develop solutions Strategies for Quality Face to Face

in a better service Service in Tourism
provision to and Hospitality
customers in the
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 Industry

MIDTERM EXAM: 1.5 hours

 Identify the  The Guest and Face to Face
Servicescape and Service Setting
Customer market

 Service Staffing Face to Face

 Familiarization in
in Tourism and
levels of work in
Hospitality
providing service
Industry

 Formulating a  Designing and Face to Face

hierarchy of work Managing
and integrity level Service
in providing quality
service

 Explore the  Service Failures Face to Face

customer and Service
satisfaction levels Recovery
and how to handle
complaints

 Discuss and reflect  Service Face to Face

the relationship of Excellence and
change and Leadership
excellence through
great leadership in
an organization

FINAL EXAM: 1.5 hours

Course Requirements:
1. Attendance, quizzes, homework, exercises
2. Major examinations
3. Oral and written presentation

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 Grading Scheme Grade Equivalent
1.0 98-100
Quizzes 20% 1.25 95-97
Activities 1.5 92-94
Class Participation 10% 1.75 89-91
Assignment 2.0 86-88
Prelims 20% 2.25 83-85
Midterm Exam 20% 2.5 80-82
Final Exam 30% 2.75 77-79
Total 100% 3.0 75-76
5.0 74 below (Failed)
Inc. Incomplete

References:

Course Requirement:
1. Activities
2. Reflection Paper/Project

VIII. REFERENCES:

CLASSROOM POLICIES:
1. Observance of Health Protocols
a. Everybody who is entering the campus and classroom premises is required to wear a face mask – NO FACE MASK, NO ENTRY POLICY
b. Observe at all times, in all places and in all transactions, social / physical distancing of at least 1 meter apart as advocated by the Department of Health.
c. When classes are conducted outside the classroom, physical distancing will still be observed.
2. Uniform and Dress code
a. Students should be in proper uniform, wear ID and appropriate shoes except during laboratory class.
b. On Wednesdays, cross dressing, hip-hop dresses and get-ups are not allowed, e.g. shorts, slippers, spaghetti strap, earrings for males, etc.
c. PE uniforms should be worn only during PE class.
3. Taking Examination
a. Cheating and copying are strictly prohibited. When caught during quizzes and long/units exams, deduction of points will be imposed by the teacher and during midterm or final exam. Means a grade
of 5.0 in the subject.
b. Borrowing of calculators and other exam paraphernalia is not allowed during exam.
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 c. During prelim, midterm, and final exam, only test papers answer sheets, permits, calculators, pens, pencils and erasers are allowed on the desk; other things should be deposited on a place
designated by the teacher.
d. Other policies will be imposed as deemed necessary and as agreed upon between the students and the subject professor.
4. Other Policies
4.1 Face-to-face FTLM
a. Cellphone should be shut-off or in silent mode during class hours.
b. Chairs should be arranged at least 1.5 meters apart to observe social distancing.
c. Chairs should be arranged before leaving the classroom.
d. Vandalism is strictly prohibited and punishable.
e. No Smoking within the school premises.
f. Students under the influence of liquor are not allowed inside the school compound.
g. Any form of deadly weapons should not be brought to school except cleaning/cutting tools during cleanup days and laboratory classes.
h. Unnecessary noise to the point of creating disturbances is prohibited.
i. Proper grooming should be observed at all times, e.g. short and undyed hair for males.
j. Other policies will be strictly imposed as contained in the student manual.
4.2. Online FTLM (synchronous)
a. Unnecessary noise to the point of creating disturbances is prohibited.
b. Participative learning is encouraged
c. Wear proper attire
d. Courtesy and proper decorum should be observed at all times
e. Meeting time set should be strictly observed by both faculty and students
f. Policies on the recording of class lecture is subject to the approval/agreement between the student and faculty which shall be governed by existing laws such as cyber crime act, data privacy act and
intellectual property right laws.
g. Posting of unnecessary comments/messages are prohibited during online classes.

4.3. Remote FTLM (asynchronous)

a. Submit required output on time via online or on designated drop-off / pick up points.
b. Submission of duplicated / copied output is prohibited.
c. Posting of unnecessary comments/messages are prohibited during group chat/discussion forum.
Prepared by: Checked by: Approved by:

IVAN D. MALLANNAO MARY ANN B. MAMAUAG, DHM RUBY DIMAS, PhD

Subject Instructor Program Chairperson Campus ARA Director

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