Estudia

• Dissenyar, controlar i millorar els processos de planificació i organització l'activitat turística i hotelera
• Desenvolupar l'habilitat per argumentar i expressar-se de manera coherent i intel · ligible per elaborar textos escrits comprensibles i organitzats, així com per exposar resultats oralment i en públic
• Desenvolupar la capacitat de diagnosticar i resoldre problemes mitjançant la recerca d'informació de diferents fonts per tal de prendre les decisions més encertades
• Valorar críticament els procediments utilitzats en l'aprenentatge per obtenir dades rellevants en les diferents àrees d'estudi

1. 1. Introduction to quality and process management in the restaurant companies: 1. The value chain. Describe how leadership, vision/mission statements and application of resources influence an organization’s customer service focus. 2. The value for effort strategy. Develop an integrated approach to customer service process management. 3. Unerdstanding the key tools of quality management: Process, Procedures, Flowcharts, Blueprints, Kpi’s… 4. Quality systems for a restaurant company. Understand current practices in customer and market requirement definition, satisfaction/retention, and product and process design. 5. Certification process of a quality system. 6. The PDCA model. A Continuous quality improvement model.

2. 2. The process strategy in a restaurant company: 1. Benefits and advantages. 2. Organizing team structures and dimensions. Workforce calculation. 3. Menu design and planning. Key aspects. 4. Building a process map of the restaurant business. Develop operating systems that support excellent customer service. 5. Process implementation. Process documentation, people and restaurant organization. Job descriptions and Shifts descriptions. 6. Auditing the management system process in a restaurant. Tools and techniques for conducting the audit engagement.

• 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 Leisura 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.

Activitats d'avaluació:

General conditions for assessment

Ordinary system: continuous assessment
Global assessment only for students from previous courses and in specific cases explicitly authorised by the Academic Board of Directors.

Attendance is compulsory, minimum 80% of the classes. There is no such thing as "justified absences" in theoretical or classroom activities.
Only absences reported by the Academic Board of Directors will be accepted. If any of these reported absences affects an assessment activity, an alternative will be considered.
The final result of the continuous assessment process will be communicated before the end of the teaching period.

2nd chance: the re-sit or re-evaluation (reevaluación)
For those who do not pass the subject, or do not meet the attendance requirement in continuous assessment.

The official examination timetables are binding (global and re-evaluation)
No changes in dates or hours will be made for personal reasons of students (e.g. driving licence exams, private travel, common illness, etc.).
Only very serious medical reasons or force majeure, duly attested, may lead the Academic Management to authorise a change.

Dealing with special needs
An appropriate adaptation of the assessment will be considered for the students with recognized special needs to ensure equal opportunities and whose situation has been communicated by the Academic Management to the subject teachers.

Zero tolerance for cheating
Any fraudulent practice by any means in any of the evaluable exercises or assessments will result in a zero fail mark in the subject, without any right to re-evaluation. In addition, a disciplinary case will be opened for serious misconduct.

Maximum punctuality in the submission of assignments
Delays of more than 24 hours in the submission or presentation of assignments and exercises will not be accepted (mark 0). Delays of less than 24 hours will result in a maximum mark of 5, provided the student passes the assignment. The subject teachers are authorised to impose stricter conditions regarding delays, which will be stated further on in this subject guide.


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.



The final mark of this subject consists of the following elements:
60% Classroom classes
40% Practical application classes (kitchen 20% and restaurant-bar 20%)

To pass the subject (both in continuous evaluation and in global evaluation), it is necessary to pass the classroom classes and also the subject as a whole.

In case of not reaching a minimum grade of 5 in the classroom part and the subject as a whole at the end of the evaluations, the lowest grade (or n.p., if applicable) will be the final grade, and the student fails to pass the subject.

In the event of not passing the subject not even by means of re-evaluation, partial grades will only be kept for the following year, with a pass mark of 5.0. Beyond that time the entire subject content will have to be recovered.


Global assessment

Students entitled to global assessment must take an exam of open questions and practical activity, covering the topics treated in the classroom classes. This is done by presenting a solution to a practical case, being a mixture of individual cases with cases in group resolution.
Attendance to classroom classes is not required.
The students who fail this Global Exam will be re-evaluated in the Re-sit Exam (reevaluación).
If they do not take the re-sit, the final grade will be “Not Presented” (N.P.).

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.


Re-evaluation exam

The students who lose the right of the continuous assessment and those who fail any one of the different types of assessment (continuous or global) may sit the re-evaluation exam of the classroom part. Marks will be pass (5) or not passed.
Lack of attendance at practical application classes and "clases cerradas" cannot be recovered and means failing the subject with “Not Presented” (N.P.) as the final grade of the subject.

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:
The ordinary evaluation system is Continuous Evaluation for all students. Global Evaluation (no class attendance required) is limited to students from previous courses and, in some very special cases, students who are explicitly authorized by the Academic Board of Directors to undergo global evaluation in this subject.

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, students are not allowed to use computers, mobile phones and other electronic devices in the class activities of this subject, except when explicitly authorised by the teacher for specific activities.

Appropriate uniform for each specific practice, and compliance with HACCP standards (hygiene and food handling).

Mandatory use of the mask in the practical sessions, according to the rules of prevention of occupational risks.