
Course Information
Course Name: Hospitality and Customer Care
Course Code: BLTH 3205
Programme: Bachelor of Hospitality and Tourism Management
Academic Year: 2025–2026
Course Lecturer: ____________________
Credits: 15
Year III, Semester I
Delivery Mode: Face-to-face lectures, practical sessions, role plays, industry visits, and Moodle support
Course Overview
This course introduces learners to the principles and practices of hospitality and customer care within the hospitality and tourism industry. It focuses on developing excellent customer service skills, effective communication, professionalism, and strategies for creating memorable guest experiences. Key areas include customer expectations, service quality, guest relations, communication skills, complaint handling, customer satisfaction, service recovery, cultural diversity, emotional intelligence, teamwork, and the use of technology in customer service. The course emphasizes the importance of delivering high-quality service to build customer loyalty, enhance organizational reputation, and achieve business success.
Learning Objectives
- Understand the principles and importance of hospitality and customer care.
- Develop effective communication and interpersonal skills for customer service.
- Apply customer care techniques to enhance guest satisfaction.
- Understand service quality standards and customer relationship management.
- Develop skills for handling customer complaints and service recovery.
Learning Outcomes
By the end of the course, learners will be able to:
- Explain the concepts and importance of hospitality and customer care.
- Demonstrate professional communication and interpersonal skills in hospitality settings.
- Apply customer service principles to improve guest satisfaction and loyalty.
- Handle customer complaints effectively using appropriate service recovery techniques.
- Demonstrate cultural sensitivity and professionalism when serving diverse customers.
- Evaluate customer service performance and recommend strategies for continuous improvement.
- Apply ethical standards and teamwork in hospitality service delivery.
Prerequisites
- Introduction to Hospitality and Tourism
- Basic English Communication Skills
Learning Resources
- Lecture notes and handouts
- Hospitality and Customer Service textbooks
- Industry case studies
- Videos on customer service and guest relations
- Online hospitality journals and articles
- Customer service manuals and organizational policies
Learning Activities
- Interactive lectures
- Group discussions and case studies
- Role plays and customer service simulations
- Guest handling practical exercises
- Field visits to hotels and hospitality establishments
- Group projects
- Assignments and presentations
- Guest lectures from hospitality professionals
Assessment Methods
- Assignments
- Quizzes
- Continuous Assessment Tests (CATs)
- Midterm Examination
- Final Examination
Course Duration
15 Weeks
Lecturer Information
Name: ____________________
Email: ____________________
- Teacher: Vivens KAMIRINDI
- Teacher: HABINSHUTI EMMANUEL

Course Information
Course Name: Tourism Operations and Management
Course Code:BLTH 3202
Programme: Bachelor of Hospitality and Tourism Management
Academic Year: 2025–2026
Course Lecturer: ____________________
Credits: 15
Year III, Semester I
Delivery Mode: Face-to-face lectures, practical sessions, field visits, case studies, and Moodle support
Course Overview
This course introduces learners to the principles and practices of tourism operations and management. It provides an understanding of the planning, organization, coordination, and management of tourism businesses and destinations. Key areas include tourism product development, destination management, tour operations, travel services, visitor management, tourism marketing, customer service, quality management, sustainability, risk management, and the application of technology in tourism operations. The course emphasizes efficient management practices that enhance visitor satisfaction, operational performance, and sustainable tourism development.
Learning Objectives
- Understand the principles and concepts of tourism operations and management.
- Identify the functions and responsibilities of tourism organizations and operators.
- Apply management principles to tourism operations.
- Develop skills in tourism planning, customer service, and destination management.
- Understand sustainable tourism practices and quality service delivery.
Learning Outcomes
By the end of the course, learners will be able to:
- Explain the concepts and principles of tourism operations and management.
- Describe the roles and functions of tourism organizations and service providers.
- Apply management techniques in tourism operations and destination management.
- Demonstrate effective customer service and communication skills in tourism settings.
- Analyze tourism operational challenges and recommend practical solutions.
- Apply sustainable tourism principles to tourism planning and operations.
- Evaluate the impact of technology and innovation on tourism management and service delivery.
Prerequisites
- Introduction to Hospitality and Tourism
- Basic English Communication Skills
Learning Resources
- Lecture notes and handouts
- Tourism Management textbooks
- Tourism operations manuals
- Industry case studies
- Videos on tourism operations and destination management
- Online tourism journals and articles
- Publications from tourism organizations and government agencies
Learning Activities
- Interactive lectures
- Group discussions and case studies
- Tourism operation simulations
- Destination management workshops
- Educational field visits to tourism attractions and organizations
- Practical demonstrations
- Group projects
- Assignments and presentations
Assessment Methods
- Assignments
- Quizzes
- Continuous Assessment Tests (CATs)
- Midterm Examination
- Final Examination
Course Duration
15 Weeks
Lecturer Information
Name: ____________________
Email: ____________________
- Teacher: Ernest SAFARI
