HTM205 - Dining Room Service Management

Outline info
Semester
School
Last revision date Nov 20, 2019 9:40:36 PM
Last review date Nov 20, 2019 9:40:36 PM


Subject Title
Dining Room Service Management

Subject Description
The hospitality sector has a high demand for trained, educated and operationally experienced food service managers, assistants, and supervisors. Furthermore, graduates working in any role in the tourism industry will beneft from knowledge of Food and Beverage Service and the related protocols often expected in formal business situations. Students, through study in this subject, other components of their course, and hands-on experience, will develop the skills, knowledge and behaviours associated with these needs.

Credit Status
HTM205 is a required credit for graduation from the Hospitality Foundations Certificate and the Hospitality - Hotel & Restaurant Services Management Diploma.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Apply principles of service styles and table set ups to execute services for all meal periods and functions.
2. Communicate food and beverage characteristics to provide recommendations to guests.
3. Explain common dietary restrictions and preferences to respond to guest needs and expectations.
4. Describe multiple staffing and inventory management techniques to increase operational efficiency.
5. Create a front of house schedule to reflect the style of service and level of business.
6. Apply a systematic approach to handling guest complaints and concerns to facilitate efficient and valuable service recovery.
7. Use correct business etiquette and adhere to professional standards of dress, hygiene and grooming.

Essential Employability Skills
Communicate clearly, concisely and correctly in the written, spoken and visual form that fulfils the purpose and meets the needs of the audience.

Respond to written, spoken, or visual messages in a manner that ensures effective communication.

Execute mathematical operations accurately.

Apply a systematic approach to solve problems.

Use a variety of thinking skills to anticipate and solve problems.

Show respect for diverse opinions, values, belief systems, and contributions of others.

Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.

Manage the use of time and other resources to complete projects.

Take responsibility for one's own actions, decisions, and consequences.

Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca's commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy which can be found at: http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Topic Outline


 Week 
 
Topic Evaluation/
Grade Value

1
 
  Handling cutlery, glassware and styles of service  

2
 
  Linen placement, presentation and styles of service  

3
 
 
  Flavour profiles of food
  
  Quiz #1
 
Quiz #1 - 12.5%

4
 
  Flavour profiles of drinks  

5
 
 
  Appropriate conversations and language

  Assignment #1 due
 
Assignment #1 - 15%

 

6
 
  Food allergies and sensitivities  
7       
  Religious restrictions/considerations
 
 
8
  Study Break
 
 

9
 
 
  Point of sale systems
 
  Assignment #2 due
 
Assignment #2 - 15%

10
 
 
  Ordering inventory
 
 

11
 
 
  Measure of employee production

  Quiz #2
  
Quiz #2 - 12.5%

12
 
 
  Staff to guest ratios
 
 

13
 
  Legal restrictions and considerations for scheduling  
14  
  Steps to take to deal with complaints and concerns,
  and service recovery process
 
  Assignment #3 due
 
Assignment #3 - 15%
 

15
 
  Final Exam Final Exam - 20%

 

Mode of Instruction

Many different instructional modes will be employed. Some of the methods used will include lectures, class discussion, group assignments, independent study projects, field trips, and demonstrations.

Prescribed Texts

Restaurant Service Basics2nd Edition. Dahmer, Sondra J. and Kahl, Kurt W. Toronto. John Wiley & Sons Inc. ISBN 9780470107850.

Seneca Libraries. Guide to Research and Citation: MLA Style4th Edition. Toronto: Seneca College, 2011. Print.

Student Progression and Promotion Policy

http://www.senecacollege.ca/about/policies/student-progression-and-promotion-policy.html

Grading Policyhttp://www.senecacollege.ca/about/policies/grading-policy.html

A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
OR
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online (http://www.senecacollege.ca/about/policies/academics-and-student-services.html) or at Seneca's Registrar's Offices. (https://www.senecacollege.ca/registrar.html).


Modes of Evaluation

 


Activity
 

Grade Value
 

Three (3) Assignments
@ 15% each
 
45%

Two (2) Quizzes @ 12.5% each
 
25%

Final Test
 
20%

Professional Conduct
 
10%

Total
 
100%
 
 


                

Academic Integrity Policy and Seneca Business Information
Academic Integrity
Seneca upholds a learning community that values academic integrity, honesty, fairness, trust, respect, responsibility and courage. These values enhance Seneca’s commitment to deliver high-quality education and teaching excellence, while supporting a positive learning environment. Ensure that you are aware of Seneca's Academic Integrity Policy, which can be found at http://www.senecacollege.ca/about/policies/academic-integrity-policy.html Review section 2 of the policy for details regarding approaches to supporting integrity. Section 2.3 and Appendix B of the policy describe various sanctions that can be applied, if there is suspected academic misconduct (e.g., contract cheating, cheating, falsification, impersonation or plagiarism).

Please visit the Academic Integrity website http://open2.senecac.on.ca/sites/academic-integrity/for-students to understand and learn more about how to prepare and submit work so that it supports academic integrity, and to avoid academic misconduct.

Discrimination/Harassment
All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at student.conduct@senecacollege.ca.

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Accessibility Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Professional Conduct Policy
Industry appropriate professional conduct is a key aspect of student learning when preparing for a career. In fact, it is specifically mentioned in the Program Standards set by the Ontario Ministry of Training, Colleges and Universities. This policy reflects industry expectations of behavior, grooming and attitude. It is based on the premise that all students should treat each other, their Professors and other College employees in the same way as if they were already employed in the industry. Students are expected to follow this policy at all times when on campus or on College-sponsored field trips.

PROFESSIONAL CONDUCT POLICY EXPECATIONS

Location

  • Applies at the Markham Campus and at all off-campus work or volunteer experiences (including field placement), field trips and events.
Electronic Devices
  • All mobile devices must be switched off during class (including ring tones and vibration settings). Cell p hones must be stored (not left on the desk) unless the Professor allows them for class- related activities.
  • Applies to all electronic devices, such as laptops, tablets, mobile phones etc.
  • iPads must be fully charged and have the latest iOS updates.
  • Texting, or use of social media, is not permitted at any time while in class.
 
Uniforms and Grooming
  • All SoHT students must follow the Uniform Dress Code (see below).
  • Grooming must be appropriate and students must look professional with a clean and neat appearance.
  • Uniforms must be worn for attendance in all subjects.
  • Students inappropriately dressed may be prevented from entering class at the discretion of the Professor
  • Seneca College name badges are compulsory for all students.
 
Punctuality
  • Students must be punctual for all classes and field trips.
  • All classes will start according to the posted schedule start time.
  • Late entry to any class will be permitted at the discretion of the Professor.
 
Respect and Attitude
  • Respect, as exemplified by appropriate courtesy, attitude, language, good manners and behavior, is expected at all times.
  • This requirement applies to interactions with faculty, College staff and fellow students.
  • This requirement applies for all written and oral communications.
  • Please refer to the Student Code of Conduct for Seneca’s standards of student behavior: http://www.senecacollege.ca/studentconduct/student-code-of-conduct.html
 
UNIFORM DRESS CODE
The Seneca Uniform Dress Code has been developed to ensure a professional, consistent and polished look amongst all students.
 
Uniform Components
The following are mandatory components of the Seneca uniform that must be worn by all students:
  • A white blouse or shirt that must always be tucked in WITH
  • Gray business dress pants (leggings or tights as pants are not acceptable) OR
  • A gray business dress skirt with a length that does not exceed 2.5 cm (1”) above or below the knee
  • The appropriate Hospitality and Tourism scarf or tie tied around the neck
  • Black dress shoes
  • The Seneca branded vest, sweater or cardigan may also be worn with the uniform
**Personal Sweaters or Vests are not permitted.
 
PROFESSIONAL CONDUCT POLICY (“PCP”) ENFORCEMENT
This policy applies to the topics and expectations listed above. All returning students must be in uniform from Week 1 onwards.
 
First semester students are expected to be in uniform from Day 10 until the end of each semester.
  1. All professional subject outlines will reflect a value of 10% for Professional Conduct in the subject evaluation.
  2. Professors will track and record Professional Conduct in each class or field trip.
  3. The PCP will be evaluated and enforced in every class. Failing to meet the standards of the PCP will result in a lower grade.
  4. Missing class, leaving class early, or not being in uniform results in a “0” grade for the professional conduct evaluation for that class.
  5. Professors will notify students who are not meeting the PCP Standard.
  6. The names of students who receive a grade of “0” for the Professional Conduct component of the subject evaluation will be forwarded to the Program Coordinator for discussion at the Promotional Meeting.
 
General Course Policies
Attendance is required at tests, exams, and classes. If a student misses a test, exam, or lab period, prior communication describing a valid medical or family emergency reason must be presented. Normally, students with valid excuses will make up the test or exam at a later time. Attendance and preparation for class are expected, including completing all reading assignments before coming to class. You are responsible for all information presented in class, including schedule changes.
 
Students must submit all evaluation components described in this subject outline.
 
Late Assignments
A late penalty will be deducted for material submitted after the stated deadline. Late assignments will be accepted up to two (2) days after the due date; however, a penalty of 10% will be deducted per day. After this time, no assessment will be provided and a grade of “0” awarded. Saturdays and Sundays are counted as days late.
 
All assignments should be typed or computer printed following general MLA style (1 inch margins, ½″ first line indent, basic 12-point font, left-justified, stapled). Remember to keep a copy of all evaluated materials.

Missed Evaluations i.e. Quiz / Presentation / Tests
Should a student arrive late to class when a quiz or test is being delivered, they will be permitted to write it in the time remaining (no time extension will be given). Should a student arrive after a classmate has written their quiz/test and submitted it for marking to their professor, the late student will not be permitted to take the quiz/test and they will receive a grade of “0”.
 
Students are required to complete all evaluations i.e. tests, in-class assignments, and presentations on the scheduled dates and times. Missed evaluations will result in a grade of zero unless a valid, unavoidable reason has occurred and the student has notified the professor in writing prior to the date. Supporting documentation may be required.


Accommodations may also be made to allow for religious observance. In all cases, arrangements must be made with the professor prior to the test, examination or assignment due date. Other reasons for absence are not sufficient to receive any special consideration and will result in a mark of “0.”
 
Note: Final exams are not always scheduled on the same day of the week as the scheduled class. Students are not to book flights departing the country until the evening of the Friday of the Final Exam week. Students, who purchase a ticket and then find it conflicts with a course exam, will not be permitted to write the exam on another date. The student will receive a grade of “0” for the exam if they do not write on the specified date.


English Competency
The ability to communicate effectively is essential for success in business. Therefore, you must demonstrate English competency in this subject in both oral and written work. Strive to be clear and concise. Ensure your written work is consistent with the rules of English grammar, especially in sentence structure, spelling, and punctuation. Always spell-check, edit, and proofread your work.
  • Writing is consistent with the rules of English grammar
  • Spelling and punctuation are correct
  • Appropriate vocabulary used
  • Sentences are structured correctly
  • Main points to be supported with specific, relevant examples and reasons
  • Work to flow logically through supporting statements/paragraphs
  • Work to be arranged in correct format (i.e., reports, essays)
  • Presentation/layout must be professional
 
Language across the Curriculum Rubric
 
Clear   Confusing  
Good Detail   Lacks Detail  
Easy to Follow   Difficult to Follow  
Answers Question   Evades Question  
 
Seneca College Library Resources 
Be sure to begin all your research, assignment support and career preparation at the Seneca College libraries website http://library.senecacollege.ca where you will find information about our services and collections including, print and e-books, databases that will lead you to thousands of articles in magazines, newspapers, journals, encyclopedias, carefully selected websites, how-to tutorials, streamed videos and much more.

Approved by: Angela Zigras