EAUR E-Learning

For students to be able to acquire knowledge regarding tourism operations and

management, they will be introduced to national and international organizations

responsible for tourism, management structures of different tourism organizations,

Financing tourism organization, challenges of tourism organizations and many others.

Learning Outcomes

Knowledge and Understanding

Having successfully completed the module, students should be able to demonstrate

knowledge of:

LO1: Having an understanding of tourism organizations

LO2: Being acquainted with Knowledge concerning the challenges of tourism

organizations.

Cognitive/Intellectual skills/Application of Knowledge

Having successfully completed the module, students should be able to:

LO3: Participate in the management of tourism organizations

Course Description: Hospitality and Customer Care

This course introduces students to the principles and practices of delivering exceptional customer service within the hospitality and tourism industry. It emphasizes the importance of building and maintaining strong customer relationships, creating positive first impressions, and developing customer loyalty through effective communication, professionalism, and ethical conduct.

Students will explore key topics such as customer relationship management (CRM), moments of truth, service quality standards, customer satisfaction strategies, and techniques for handling diverse customer types. The course also covers relationship marketing, loyalty programs, and customer retention strategies essential for long-term business success.

Through interactive discussions, case studies, and practical exercises, students will gain the skills to understand customer needs, manage service encounters, resolve complaints effectively, and foster lasting relationships that enhance organizational reputation and profitability.

Learning Outcomes:
By the end of the course, students will be able to:

1. Establish and maintain trust-based relationships with customers.

2. Apply techniques to enhance customer satisfaction and loyalty.

3. Demonstrate professionalism and ethical behavior in customer interactions.

4. Identify and effectively manage moments of truth in service delivery.

5. Utilize customer relationship management strategies to retain and grow clientele.

6. Handle various customer types with empathy, confidence, and cultural awareness.

This course provides an in-depth exploration of tourism planning, policy formulation, and sustainable development strategies within the context of the East African Community (EAC). It examines the critical role of tourism in regional integration, economic growth, environmental conservation, and cultural preservation across EAC member states—Burundi, Kenya, Rwanda, South Sudan, Tanzania, the Democratic Republic of Congo, and Uganda.

Students will engage with key concepts and frameworks of tourism planning and policy, analyze regional and national tourism strategies, and assess the impact of political, economic, social, and environmental factors on tourism development in the region. The course emphasizes sustainable and inclusive tourism models, community-based tourism, public-private partnerships, and cross-border collaboration.

Through case studies, fieldwork, and policy reviews, learners will gain practical skills in designing tourism development plans, evaluating tourism policies, and proposing strategies for improving regional competitiveness and resilience in the face of global challenges such as climate change, pandemics, and geopolitical shifts.

Learning Outcomes:

By the end of the course, students will be able to:

1. Understand the principles and processes of tourism planning and policy-making within the EAC.

2. Critically analyze the tourism development strategies of individual EAC countries.

3. Evaluate the role of regional integration and EAC protocols in shaping tourism policy and cooperation.

4. Assess the social, cultural, environmental, and economic impacts of tourism in East Africa.

5. Propose sustainable and inclusive tourism initiatives tailored to regional contexts.

6. Apply strategic planning tools to address challenges and opportunities in the East African tourism sector.

Hospitality and tourism Law is a course related to Law

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This course offers an introduction to the field of hospitality, examining its definition, cultural significance, and role as a dynamic and evolving industry. It explores key theoretical foundations such as Cognitive Appraisal Theory, Social Exchange Theory, and Expectancy-Disconfirmation Theory, which help explain customer perceptions and service interactions. Emphasis is placed on customer care, communication skills, and the service marketing triangle to build strong service relationships. The course also addresses critical aspects of guest complaint handling, service recovery strategies, and cultural intelligence, with particular attention to managing diversity in hospitality settings. Legal, ethical issues and service performance measurement are also discussed to equip students with the tools to ensure high-quality service delivery.

The Housekeeping Accommodation course provides a comprehensive overview of the principles and practices involved in maintaining cleanliness, hygiene, and order in hospitality establishments. It covers key topics such as cleaning techniques, room preparation, laundry operations, safety and sanitation standards, guestroom inspections, and effective use of cleaning equipment and supplies. The course also emphasizes the importance of time management, attention to detail, and customer service in ensuring a high standard of accommodation. By the end, learners are equipped with the practical skills and professional knowledge required to work efficiently in housekeeping roles within hotels, resorts, and other lodging facilities.

Objectives: 

• To understand the role and responsibilities of housekeeping in the hospitality industry.

• To develop practical skills in cleaning, sanitizing, and maintaining guest rooms and public areas.

• To learn the proper use and maintenance of housekeeping tools, equipment, and chemicals.

• To promote safety, hygiene, and environmentally responsible practices.

• To enhance customer service skills and understand guest expectations.

• To prepare students for employment in the housekeeping department of hotels and other accommodation facilities.

• Describe the functions and organizational structure of the housekeeping department.

• Demonstrate effective cleaning techniques for rooms, bathrooms, and public areas.

• Operate and maintain housekeeping equipment and handle cleaning chemicals safely.

• Follow proper procedures for linen handling and laundry operations.

• Conduct room inspections to ensure standards of cleanliness and readiness.

• Apply occupational health and safety standards in daily housekeeping tasks.

• Deliver courteous and professional service to guests, addressing their needs promptly and effectively.

Hospitality and Tourism Law 

refers to the legal regulations and principles that govern businesses in the hospitality, travel, and tourism industries. It ensures compliance with safety, consumer rights, contracts, employment laws, and liability issues.

Key Areas of Hospitality and Tourism Law:

1. Contract Law – Governs agreements between hotels, travel agencies, airlines, and customers, ensuring fair business practices.
2. Liability & Negligence – Establishes responsibility for guest safety, accidents, and property damage within hospitality businesses.
3. Consumer Protection – Ensures fair treatment of tourists, including refunds, cancellations, and misleading advertisements.
4. Employment Law – Regulates workplace rights, wages, discrimination, and working conditions in the hospitality sector.
5. Health & Safety Regulations – Covers hygiene standards, fire safety, and emergency procedures in hotels, restaurants, and travel services.
6. Licensing & Permits – Ensures legal operation through permits for alcohol sales, food handling, and business registration.
7. International Travel & Tourism Laws – Includes visa policies, airline regulations, and international agreements affecting global tourism. 

Syllabus Structure

1. Topic 1: Basic notions of law and Sources of Hospitality and Tourism Law
2. Topic 2: Obligations of Hospitality and Tourism service providers
3. Topic 3: Law and Tourists, Tourists Attractions (+nature conservation) and neighboring Communities 
4. Topic 4: International aspects of Hospitality and Tourism law
5. Topic 5: Hospitality and Tourism Contracts
6. Topic 6: Hospitality and Tourism Torts
7. Topic 7: Hospitality and Tourism Offences/Crimes
8. Topic 8: Hospitality and Tourism Disputes Resolutions

Academic year 2024-2025

Lecturer: MUDAHERANWA Jackson