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: ____________________

Course Information

Course Name: Hospitality and Tourism Law
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, case study analysis, practical sessions, guest lectures, and Moodle support


Course Overview

This course introduces learners to the legal principles governing the hospitality and tourism industry. It provides an understanding of the laws and regulations that affect hotels, restaurants, travel agencies, tour operators, airlines, and other tourism businesses. Key areas include the legal system, contracts, consumer protection, employment law, licensing, health and safety regulations, food safety laws, environmental laws, intellectual property rights, insurance, liability, dispute resolution, and tourism policies. The course emphasizes legal compliance, ethical business practices, and risk management to ensure effective and responsible operations within the hospitality and tourism sector.


Learning Objectives

  • Understand the legal framework governing the hospitality and tourism industry.
  • Identify the rights and responsibilities of hospitality and tourism businesses.
  • Apply legal principles to hospitality and tourism operations.
  • Understand employment, consumer protection, and contract laws.
  • Develop knowledge of legal compliance, risk management, and dispute resolution.

Learning Outcomes

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

  • Explain the principles and sources of hospitality and tourism law.
  • Interpret legal issues affecting hotels, restaurants, travel agencies, and tour operators.
  • Apply contract law and consumer protection principles in hospitality and tourism businesses.
  • Demonstrate knowledge of employment law, occupational health and safety regulations, and licensing requirements.
  • Analyze legal risks and recommend strategies for legal compliance and risk management.
  • Explain the importance of environmental protection and sustainable tourism legislation.
  • Evaluate legal disputes in hospitality and tourism and recommend appropriate methods of resolution.

Prerequisites

  • Introduction to Hospitality and Tourism
  • Basic English Communication Skills

Learning Resources

  • Lecture notes and handouts
  • Hospitality and Tourism Law textbooks
  • Tourism policies and legislation
  • Industry case studies
  • Videos on legal issues in hospitality and tourism
  • Online law journals and hospitality publications
  • Government regulations and legal documents

Learning Activities

  • Interactive lectures
  • Group discussions and case studies
  • Analysis of legal cases
  • Guest lectures from legal and tourism professionals
  • Courtroom and dispute resolution simulations
  • Field visits to hospitality and tourism organizations
  • Assignments and presentations

Assessment Methods

  • Assignments
  • Quizzes
  • Continuous Assessment Tests (CATs)
  • Midterm Examination
  • Final Examination

Course Duration

15 Weeks


Lecturer Information

Name: ____________________

Email: ____________________

 
 
Learning Outcomes/Objectives Knowledge and Understanding By the end of the course unit the learners should be able to:- i)Explain how tourism planning and development interrelate ii)Describe the institutional arrangements for tourism policy and of government and industry roles and responsibilities in contemporary tourism planning and policy making iii)Identify and critically explain the values and interests of stakeholders in tourism policy-making and planning. iv)Critically evaluate tourism policies and plans v)Be able to work in groups, recognize problems and be able to resolve them Cognitive/Intellectual skills/Application of Knowledge Having successfully completed the module, students should be able to: i.Identify different approaches used in developing a tourism policy ii.Use the knowledge gained in explaining basic procedures in coming up with a tourism policy Communication/Practical Skills Having successfully completed the module, students should be able to: iii.Demonstrate skills on formulating tourism policy at national and regional levels. iv.Demonstrate ability to identify weak tourism policies as well as revising of these policies to suit both national and regional tourism development goals General transferable skills Having successfully completed the module, students should be able to: v.Use knowledge gained to develop an applicable tourism policy for any given destination MODULE SUMMARY Tourism policy planning and development is about creating a framework of rules, strategies, and actions that guide sustainable tourism growth while balancing economic, social, cultural, and environmental needs. It ensures destinations remain competitive, inclusive, and resilient over the long term. Tourism Policy A set of rules, regulations, guidelines, and strategies that provide a framework for tourism growth. Its goal is to maximize economic and social benefits while ensuring sustainability. Tourism Planning A process involving situational analysis, vision-setting, goal formulation, and strategy design. It balances economic gains with cultural preservation and environmental protection. Tourism Development Focuses on creating tourism products, infrastructure, and services that meet visitor needs while benefiting local communities. It often involves workshops, stakeholder consultations, and environmental assessments. Levels of Planning International, national, regional, local, or site-specific. Timeframes: short-term, medium-term, or long-term. Scope: comprehensive master plans or focused sectoral strategies. Key Dimensions Dimension Details Policy Framework Rules, directives, and objectives guiding tourism growth Planning Process Analysis → Vision → Goals → Strategies Development Focus Infrastructure, attractions, services, community benefits Sustainability Balancing environment, economy, and culture Stakeholder Involvement Governments, businesses, communities, NGOs Risks and Considerations Overdependence on tourism can make economies vulnerable to crises (e.g., pandemics). Environmental impacts such as pollution and habitat loss must be mitigated. Cultural commodification risks eroding authenticity if not carefully managed. Stakeholder conflicts may arise between investors, governments, and communities. ONESELF EVALUATION AND ANSWERS Why is tourism policy important? A.It ensures tourism development is aligned with national priorities, maximizes benefits, and minimizes negative impacts on culture and environment. How does tourism planning contribute to sustainability? A.By integrating environmental protection, cultural preservation, and community participation into development strategies. What challenges arise in tourism development? A.Over-tourism, environmental degradation, lack of infrastructure, and conflicts between stakeholders. How can local communities benefit from tourism? A.Through job creation, cultural promotion, entrepreneurship opportunities, and improved infrastructure. What role do governments play in tourism planning? A.They set policies, provide funding, regulate activities, and ensure tourism aligns with national development goals.

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: ____________________