Estudia

1. Module 1

2. 1. Introduction to quality management. 1.1. Understanding the hospitality business model. 1.2. Decision Models for every situation - Urgency ? Importance. 1.3. Quality systems for the hospitality industry. Understand current practices in customer and market requirement definition, satisfaction/retention, and product and process design. 1.4. The impacts of quality management. Benefits and advantages.

3. 2. The process strategy in a restaurant company. 2.1. Building a process map of the restaurant business. Develop operating systems that support excellent customer service, like dashboards and KPI’s. 2.2. Organizing team structures and dimensions. Workforce calculation. From the organization chart to the process organization. 2.3. Menu design and planning. Key aspects. 2.4. Process implementation. Procedures, people and restaurant organization. Job descriptions and Shifts descriptions. 2.5. Profitability in the menus restaurant’s - Pricing and menu engineering.

4. Module 2

5. 1. The rooms division area and USALI. 1.1. Creation of Rooms division area work schedules. 1.2. Management decisions in the Rooms division area. 1.3. Technology to improve operations and performance control. 1.4. USALI (Uniform system of Accounts for the Lodging Industry).

• Chibili, M. et al. (2019). Modern Hotel Operations Management. Taylors & Francis.
• Darío, E. (2022). Gestión integral de la calidad basada en procesos. Ediciones de la U.
• Del Pozo, J. F. (2023). Procesos de gestión de calidad en hostelería y turismo. IC Editorial.
• Ford, R., Sturman, M., Heaton, C. (2011). Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management). Cengage Learning.
• Krauz, A. (2016). Service Quality in Leisure and Tourism. Scitus Academics LLC.
• Jarvis, A., Morales, L. y Ranadive, U. (2016). Achieving Customer Experience Excellence through a Quality Management System. ASQ Quality Press.
• Amat, O. y Campa, F. (2018). Contabilidad, Control de gestión y finanzas de hoteles (2ª ed.). Profit Editorial.
• Campa-Planas, F. y Banchieri, L. C. (2016). Estudio sobre la homogeneidad en la aplicación del Usali en el sector hotelero. Cuadernos de Turismo, 37(), 17-35
• Martin Peña, F., Soldevila de Monteys, R. M. y Berlanga Silvente, V. (2017). El USALI y la historia de los sistemas uniformes de coste: ¿Un reto hispano?. Intangible Capital, 13(1), 160-184
• Martínez Salvador, S. (2020). Dirección de Alojamientos turísticos. Paraninfo.
• Rodríguez Antón, J. M. y Alonso Almeida, M. M. (2018). Organización y dirección de empresas hoteleras (2ª ed.). Editorial Síntesis.

Activitats d'avaluació:

General conditions for assessment

1. Assessment system
? Continuous assessment (mandatory)
? Global assessment (only in special cases):
• For repeating courses from previous years.
• In cases approved by the Academic Directorate.

2. Attendance required for continuous assessment
? Minimum 80% attendance in classes
? No justified absences for theory classes. Only absences accepted by the Academic Directorate are valid.
• If an accepted absence affects an assessment, an alternative will be offered.
? Results of the continuous assessment will be shared before the end of the teaching period.

3. Second chance (reassessment)
? Mandatory for students who fail or do not meet the attendance requirement.
? Exam dates will not be changed (except for serious, documented reasons).
• Examples of invalid reasons: driving test, travel, mild illness.

4. Support for special needs
? If a student has special needs, the Academic Directorate will inform the teaching staff.
? Assessment will be adapted to ensure equal opportunities.

5. ZERO tolerance for cheating
? If a student cheats in any assessment --> Fail (grade 0) with no second chance.
? A disciplinary process will begin.

6. Submission of assignments
? Deadline: maximum 24 hours after the original due date.
• More than 24 hours late --> Grade 0.
• Less than 24 hours late --> Maximum grade of the assignment: 5 (if passed).
? Teachers may apply stricter rules.


Modules of practical application classes (clases prácticas internas and “clases cerradas”)

Attendance
? Students must attend at least 90% of the classes.
? If this minimum is not met, the course will be marked as not completed ("No presentado", N.P.).

Justified Absences
? Only the following are accepted as justified absences for these classes:
• Illness, medical appointment, or accident (these cases may be reviewed by the Academic Directorate).
• Death in the family.
• Appointment with public authorities (DNI, passport, NIE, etc.).
• Absences communicated by the Academic Directorate.
? It is essential to provide the corresponding written proof.
? Any other absence, or absence without written justification, will be considered unjustified.


Subject modules

? The final grade is made up of the following modules:
• 45% ? Module 1
• 25% ? Module 2
• 30% ? Practical application classes
? To pass the subject, it is mandatory to pass the classroom modules and also the subject as a whole (in continuous or global assessment).
? If any classroom module is not passed, the reassessment of that module is required.

Minimum grade requirement per module
? Each classroom module must have a minimum grade of 5.0.
? If one or more of them are below 5.0, the final grade will be the lowest grade obtained or “Not Presented” (N.P.), and the subject will be failed.

Module grade retention
? A passed module will be retained for the next academic year, recorded with a grade of 5.0.
? In the following year, it will not be possible to improve the grade of a passed module.
? If the subject remains pending after one academic year, all modules must be repeated.


Continuous Evaluation

All classroom modules
? For each classroom module, students must attend at least 80% of the classes.
If this is not met, they will lose the right to continuous assessment and will have to take re-sit assessment of that module.
? If a student does not pass any of the classroom modules, they must take the re-sit assessment of that module. Students who do not take the re-sit will be graded "Not Presented" (N.P.) for the subject.

? The grades for the classroom modules have the following elements:

Module 1
? Assessment:
• 50% Case Studies and Group Projects.
Several assessments where students apply the concepts taught in class to different practical scenarios.
• 50% Written Exams.
Two written tests — one covering the first unit taught in class (15%) and another covering the second unit (35%).

Module 2
? Assessment:
• 50% Class activities.
Several assessments where students apply the conceptes treated in class to different practical activities.
• 50% Writen exam.

Practical application classes (clases prácticas internas and “clases cerradas”)

? The requirements of the operational departments must be met (assistance and assessment conditions).
? The practical application classes are evaluated by the corresponding tutor.
? When the student passes this module, the obtained grade is only valid for this course. For the next academic year, it will be recorded with a grade of 5.0.
? Missing practical application classes or “clases cerradas” cannot be recovered and means failing the subject with “Not Presented” (N.P.) as the final grade.


Global Evaluation

Classroom modules
? Attendance is no required.
? The classroom modules are assessed as follows:
? Module 1: 100% written exam covering the entire module content
? Module 2: 100% written exam covering the entire module content
? Students who fail any of these modules will be re-evaluated in the re-sit assessment.
If they do not take the re-sit, the final grade of the subject will be “Not Presented” (N.P.).

Practical application classes
? The rules for these classes are the same as in continuous evaluation.


Re-sit assessment (reevaluación)

Classroom modules
? The re-sit exam is mandatory for students who:
• do not meet the attendance requirement for continuous assessment
• or fail any type of assessment (continuous or global).
? The classroom modules are assessed as follows:
? Module 1: comprehensive exam covering the entire module content
? Module 2: comprehensive exam covering the entire module content
? When the student passes a classroom module, the obtained grade is only valid for the same course.
? The maximum grade for each re-sit exam is 6 out of 10.

Practical application classes
? Lack of attendance in the practical application classes or “clases cerradas” cannot be recovered and means failing the subject with “Not Presented” (N.P.) as the final grade of the subject.
? When the student passes this module, the obtained grade is only valid for the same course.

Criteris específics de la nota «No Presentat»:
If a student fails the subject and does not take the re-sit test(s), the final grade will be “Not Presented” (N.P.). They will also receive this qualification if they do not meet the minimum attendance requirement of 90% of the practical application classes.

Avaluació única:
El sistema ordinario y de aplicación general es la evaluación continua. Solamente podrán optar por la evaluación global (sin presencialidad obligatoria) los/as estudiantes de recuperación de cursos anteriores y, en casos muy especiales, quien cuente con la autorización explícita del Consejo de Dirección de la escuela.

Requisits mínims per aprovar:
Per considerar superada l’assignatura, caldrà obtenir una qualificació mínima de 5.0

Students can send an email to the teaching staff to request a meeting. The tutorial can take place either in person or online.

All necessary information will be explained during class. If needed, an email will also be sent to the whole group or to the relevant students.
Students must contact EUHT StPOL and teachers exclusively through the institutional email. The institution does not take responsibility for communications made through other digital channels.

As a general rule, the use of computers, mobile phones, and other electronic devices by students is not permitted during class activities for this course, except when explicitly authorized by the instructor for a specific task.