Diploma in Travel, Tourism & Hospitality Management West

Course details

This programme aims to help students to develop their understanding of management in the context of travel, tourism and hospitality (TTH). It will give you an overview of the TTH industry. I will equip you to find employment with junior management prospects particular in the TTH sector or to continue your professional or academic studies in the related field. The course consists of 5 theoretical modules which are conducted face to face over a period of six months and another six months of industrial attachment to know the practical aspect of the TTH industry. The theoretical modules are as follows:

• Organisational Behavior
• Travel, Tourism and Hospitality
• Human Resource Management
• Managing the Customer Relationship
• Travel, Tourism and Hospitality Operations Management

Learning Outcome:

Organisational Behaviour

• Understand the importance of organisational behaviour in successfully managing a dynamic environment.
• Understand the individual's contribution to organisational behaviour and performance by recognising the importance of personality, perception, attitudes and learning.
• Understand motivation, the various content and process theories and their implications for management and job re-design approaches to improve motivation.
• Understand about job satisfaction and its relationship to job performance together with stress, frustration reactions and the necessary management action to overcome them.
• Understand the nature, skill, significance and effectiveness of groups in organisations.
• Understand leadership theories and examine the key variables that determine the effectiveness of leadership in practice.
• Understand the nature of conflict and various approaches to securing conflict resolution.
• Understand formal and informal communication processes and networks, and examine the potential barriers to effective communications..

Travel, Tourism, and Hospitality

• Understand the evolution and development of tourism.
• Understand the different forms of tourism demand and the factors affecting demand for tourism.
• Understand the concept of tourism supply and understand how different sectors work together in the tourism supply chain.
• Understand the economic, socio-cultural and environmental impacts of tourism.
• Understand the principles of sustainable tourism and the tourism planning process.
• Understand the role of tourism forecasting and understand current and future trends in tourism.

Human Resource Management

• Understand the importance of a professional approach to HRM as an essential means for optimising the performance and commitment of an organisation's employees.
• Understand the roles of effective and efficient people resourcing (planning, recruitment and selection) in securing a workforce with the requisite knowledge, skills and attitudes, enabling them to contribute to organisational goals.
• Understand the theory and practice related to the full range of HRM functions (learning, performance management, reward/recognition and employee relations).
• Understand the content and significance of key development in the HRM arena, especially High Performance Working (HPW), employee engagement, employer branding, and self-managed learning.

Managing the Customer Relationship

• Understand the contribution Customer service makes to achieving organisational objectives.
• Know how to improve customer service performance in an organisation.
• Know how to manage the customer interface.
• Know how to improve customer service levels in specific contextual settings.
• Understand the role and impact of front-line staff in the delivery of customer service.

Travel, Tourism, and Hospitality Operations Management

• Understand the key features of operations management in travel, tourism and hospitality businesses.
• Understand the role operating systems in travel, tourism and hospitality play in delivering service to customers.
• Understand the role of evolving technologies, in particular, ICT in the development of operational systems in travel, tourism and hospitality.
• Understand the key features of services and their implications for operations in travel, tourism and hospitality.
• Understand the role of customer feedback in enhancing services and operations in travel, tourism and hospitality.
• Understand how the concept of standardization, in particular McDonaldisation, impacts on operations, service and consumer satisfaction in travel, tourism and hospitality.
• Understand the role of front-line staff in travel, tourism and hospitality operations.
• Understand the health and safety issues in the management of TTH operations from the perspective of both employees and guests.

Academic Qualifications

GCE 'O' Level with 3 Passes or recognised High School, Diploma or Certificate in Related Field.

Proficiency Level

Certificate in English Level 3 or GCE 'O' Level with Pass in Enlgish

Course Outcomes

Diploma