Mission: In pursuit of academic excellence, the Lyceum of Western Luzon- Zambales is committed to provide quality technical-vocational and

higher education among its clientele and preparing them to become globally competitive.
Vision: Lyceum of Western Luzon- Zambales is envisioned to produce graduates who are morally upright and proficient leaders in their chosen
professions in the light of; Law of God, wisdom of humility, loyalty and integrity, zeal and nobility.

Syllabus for: BSHM THC3 -Quality Service Management in Tourism and Hospitality

Units: 3

Pre- requisite:

I. Descriptive Title: Quality Service Management in Tourism and Hospitality

II. Course Description: This Course aims to enable the students to recognized and assess quality management processes in 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 peer’s assessment, seeking practical feedback for supervisors and
continuing improvement, developing a personal management philosophy and personal development plan.

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 III. Course Objectives:

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

 Knowledge/Competencies
Evaluate and discuss the theories, models, and concepts of service quality in the context of management and operations of hospitality
and tourism organizations.

 Skills
Apply service quality management techniques to resolve complex management and operations problems.

 Values
Discuss the importance of and current issues of service quality in rapid changing hospitality and tourism industry.

Specific Course Content Time Reference Proposed Value Evaluation

Objective Activities/Projects Integrated

PRELIM Lesson 1: 12 Quality Service Management - Lecture Understanding

At the end Introduction to Hours in Tourism and Hospitality - Online Quiz/Reflection
of the Quality Service Author: Daryl Ace V. Cornell, Discussion Cooperation
Examination
period, the Management in Ph.D Ronald G. Manzano, DBA s
student Tourism and https://www.ipl.org/essay/The- - Module Rationality Attendance
should be Hospitality Importance-Of-Quality-Service-
able to Lesson 2: In-The-P33F2W74ACFR Mutual
Guestology Respect
Lesson3: Teamwork
Strategies for
Quality Service
in Tourism and
Hospitality
MIDTERM Lesson 4: The 12 Quality Service Management - Lecture Understanding

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 At the end Guest and the Hours in Tourism and Hospitality - Online Quiz/Reflection
of the Service Setting Author: Daryl Ace V. Cornell, Discussion Cooperation
Examination
period, the Lesson 5: Service Ph.D Ronald G. Manzano, DBA s
student Staffing in - Module Rationality Attendance
should be Tourism and
able to Hospitality Mutual
Lesson 6: Respect
Designing and Teamwork
Managing
Service
PRE-FINAL Lesson7: 12 Quality Service Management - Lecture Understanding
At the end Balancing Hours in Tourism and Hospitality - Online Quiz/Reflection
of the Demand and Author: Daryl Ace V. Cornell, Discussion Cooperation
Examination
period, the Productive Ph.D Ronald G. Manzano, DBA s
student Capacity for - Module Rationality Attendance
should be Quality Service
able to Mutual
Respect
Teamwork

FINAL Lesson 8: Co- 12 Quality Service Management - Lecture Understanding

At the end Creation of Hours in Tourism and Hospitality - Online Quiz/Reflection
of the Quality Service Author: Daryl Ace V. Cornell, Discussion Cooperation
Examination
period, the Lesson 9: Service Ph.D Ronald G. Manzano, DBA s
student Failures and - Module Rationality Attendance
should be Service Recovery
able to Lesson 10: Mutual
Service Respect
Excellence and Teamwork
Leadership.

Requirements of the Major Course: Prelim, Midterm, Pre-Finals, Final Examination.

Assignment, Quiz, Class Participation and Exercises- Project/ Research, Regular Attendance

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 Grading Policy:

Prelim Quizzes 20%

Project/ Assignment 5%
Attendance 5%
Recitation/ Class Performance 30%
Class Standing: =60%
Prelim Examination = 40%
Prelim Grade 100%
Midterm Current Rating =80%
Prelim Grade =20%
Midterm Grade 100%
Pre-final Current Rating =80%
Midterm Grade =20%
Pre-final Grade 100%
Final Current Grading =80%
Pre Final Grade =20%
Final Grade 100%

Prepared By:

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 Mary Ann A. Nipay

Hospitality and Tourism Instructor

Noted By:

Trofima M. Pangonilo, Ed. D

VPAA

Approved By:

Josette Y. Perez- Daes, RN

Chairwoman/ President

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