HTM205 - Dining Room Service Management
| Semester | |
| School | |
| Last revision date | 2020-11-02 19:23:06.346 |
| Last review date | 2020-11-02 19:23:06.347 |
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.senecapolytechnic.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@senecapolytechnic.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.
Camera Use and Recordings - Synchronous (Live) Classes
Synchronous (live) classes may be delivered in person, in a Flexible Learning space, or online through a Seneca web conferencing platform such as MS Teams or Zoom. Flexible Learning spaces are equipped with cameras, microphones, monitors and speakers that capture and stream instructor and student interactions, providing an in-person experience for students choosing to study online.
Students joining a live class online may be required to have a working camera in order to participate, or for certain activities (e.g. group work, assessments), and high-speed broadband access (e.g. Cable, DSL) is highly recommended. In the event students encounter circumstances that impact their ability to join the platform with their camera on, they should reach out to the professor to discuss. Live classes may be recorded and made available to students to support access to course content and promote student learning and success.
By attending live classes, students are consenting to the collection and use of their personal information for the purposes of administering the class and associated coursework. To learn more about Seneca's privacy practices, visit Privacy Notice.
Topic Outline
| WEEK | TOPIC |
ASSIGNMENTS/ GRADE VALUE |
| 1 | Handling cutlery, glassware and styles of service |
Voice Thread Introduce Yourself 1.5% |
| 2 | Linen placement, presentation and styles of service | Discussion Board Activity How Hospitality Industry helping in The Economy 1.5% |
| 3 |
Flavor profiles of food Assignment #1 assigned Quiz #1 |
Quiz #1 - 12.5% |
| 4 |
Flavor profiles of drinks |
|
| 5 |
Appropriate conversations and language Assignment #1 due |
Due: Assignment #1 - 15% |
| 6 |
Food allergies and sensitivities Assignment #2 assigned |
Cover Setup Activity 1.5% Picture or Video Upload with explanation |
| 7 |
Religious restrictions Assignment #2 due |
Due: Assignment #2 - 15% |
| 8 | Study Week | Study Week |
| 9 |
Point of sale systems Quiz #2 |
Quiz #2 - 12.5% |
| 10 |
Ordering inventory Capture rates and measures of employee production |
Inventory & Ordering & Turnover Ratio Activity 1.5% |
| 11 |
Staff to guest ratios |
Discussion Board Activity Emerging New Trends in Restaurant Industry Post Covid 2.5% |
| 12 |
Legal restrictions and considerations for scheduling Assignment #3 assigned |
Scheduling Activity 1.5% |
|
13 |
Steps to take to deal with complaints and concerns | |
| 14 | Service recovery process | Due: Assignment #3 - 15% |
| 15 | Exam Week | Final Exam - 20% |
*Please note that Weekly Topics are subject to change.
Mode of Instruction
Courses will be delivered using an online mode of instruction.
Punctuality
Students must be punctual for all participatory classes (ie Collaborate, Skype or WebEx). These sessions may be infrequent; however, the class will begin according to the posted schedule start time.
Respect and Attitude
Respect, exemplified by appropriate courtesy, attitude, language, good manners and behaviour, is expected at all times. This requirement applies to interactions with Faculty, and fellow students and applies to all written and oral communications, including discussion boards. Please refer to the Student Code of Conduct for Seneca’s standards of student behaviour: http://www.senecapolytechnic.ca/studentconduct/student-code-of-conduct.html
When participating in Discussion Boards, students are required to write in full sentences, and to not using abbreviations, emojis, or slang.
This course may include a guest speaker and hands-on activity/participation. Attendance is mandatory at these events otherwise a grade of zero will be assessed on complementary assignments. Uniform attire is mandatory.
It is essential that students maintain/check their Seneca email account for ongoing course communication on a daily basis.
Students are responsible for maintaining the course readings as assigned.
Self-Study Units will be offered in a variety of subject topics for independent student completion.
Prescribed Texts
Restaurant Service Basics
Sondra J. Dahmer Kurt W Kahl; NetLibrary, Inc. c2009
Title
Restaurant Service Basics
Author: Sondra J. Dahmer, Kurt W Kahl, NetLibrary, Inc.
Subjects Table service, Waiters, Waitresses
Electronic books Publication Date c2009
Publisher: Hoboken, N.J.: Wiley Edition (2nd ed..Format) xii, 196 p.: ill. ; 24 cm.
Language English
Academic Unit
Business - School of Hospitality and Tourism, BU_033
Markham Campus Library Course Textbooks, Ask at Library Services
Reference Material
Guide to Research & Citation: MLA Style. Seneca Libraries. Latest Version. Seneca College.
Reference materials will be distributed in class or posted to MySeneca HTM205 Course Page.It is also recommended you take advantage of the relevant trade journals available in the resource center as well as websites as referenced.
Required Supplies
Students are required to have access to the internet, myseneca and must have laptop with appropriate software for given course.
Electronic Devices
Students must ensure their preferred learning device (ie iPad/laptop/cell phone) is fully charged, when participating in sessions using Collaborate, Skype or WebEx. Students are asked to please be sitting at a table or desk for calls.
Standard classroom supplies including a USB memory stick, Calculator
Student Progression and Promotion Policy
http://www.senecapolytechnic.ca/about/policies/student-progression-and-promotion-policy.html
Grading Policyhttp://www.senecapolytechnic.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.senecapolytechnic.ca/about/policies/academics-and-student-services.html) or at Seneca's Registrar's Offices. (https://www.senecapolytechnic.ca/registrar.html).
Modes of Evaluation
Evaluation Breakdown
| Evaluation | Grade Value |
| Assignments (3) | 45% |
| Quizzes (2) | 25% |
| Activity & Discussion Board Marks | 10% |
| Final Exam | 20% |
| Total Marks | 100% |
*The Professional Conduct Policy will be provided by the Professor.
Seneca Business Information
General Course Policy
Course Notice
To support access to course content, lectures may be recorded and posted to Blackboard. These resources are intended to be used as a student study aid and are not a substitute for participation (exception may include remote students residing in another time zone).
Video recordings will primarily capture the instructor and onscreen content. Students will not be visible on video recordings unless their webcam is enabled. Your voice, however, may be captured as an audio recording if you ask a question in class. The same would hold true for questions posted in the chat tool. If you have any concerns about your voice or text being recorded, please speak to me to determine an alternative means of participating.
For student initiated recording requests, prior to recording any lecture or learning activity, students must seek written permission of the instructor and are required to adhere to the Recording Lectures and Educational Activities Policy.
In all cases, recordings may not be reproduced, posted or shared anywhere and should only be used by students currently registered in the course. Recordings may be saved to students’ laptops for personal use; however, recordings should be securely stored and then deleted once they have served their authorized purpose.
Students creating unauthorized recordings may be in violation of Seneca’s Intellectual Property Policy, privacy legislation, and the Canadian Copyright Act and may be subject to disciplinary actions under the Student Code of Conduct. Please see the Recording Lectures and Educational Activities Policy for more details.