The aim of this unit is to develop learners’ skills in analysing contemporary issues that affect tourism and hospitality organisations and in identifying relevant sources of information from a variety of sources.

Learning Outcome

1. Understand contemporary issues that are influencing the development of the tourism and hospitality industry.

• Explain social issues that are influencing the development of the tourism and hospitality industry.
• Explain environmental issues that are influencing the development of the tourism and hospitality
• Explain technological issues that are influencing the development of the tourism and hospitality

2. Understand the impacts of contemporary issues on the tourism and hospitality industry.

• Assess the impacts of social issues on the development of the tourism and hospitality industry.
• Assess the impacts of environmental issues on the development of the tourism and hospitality industry.
• Assess the impacts of technological issues on the development of the tourism and hospitality industry.

3. Understand the impact of current trends on the development of the tourism and hospitality industry.

• Summarise the current trends in business and society that can influence the future development of the tourism and hospitality industry.
• Evaluate the impacts of current trends in society on the future development of the tourism and hospitality industry.

4. Be able to research information from a range of academic and industry sources.

• Research academic sources to identify contemporary issues and future trends that are influencing the development of the tourism and hospitality industry.
• Research industry sources to identify business responses to the contemporary issues and future trends that are influencing the development of the tourism and hospitality industry.

The aim of this unit is to provide learners with an understanding of the importance of customer relations in the tourism and hospitality industry. Learners will develop the ability to analyse the factors influencing excellence in customer service, including communication and teamwork, sales and promotion, consumer decision making and the legal aspects of customer service. Learners will understand how to apply their knowledge to the effective management of customer relations.

               Learning Outcome

1. Understand the principles of managing customer relations in the tourism and hospitality industry.

• Explain the importance of customer relations in the tourism and hospitality industry.
• Define the different functions within tourism and hospitality organisations that are linked to customer relations.
• Analyse the factors that influence the management of customer relations in the tourism and hospitality industry.

2. Understand the nature of purchasing decisions and the principles of effective customer relationship management.

• Explain approaches to consumer decision making.
• Assess the factors that influence consumer purchase decisions in the tourism and hospitality industry.
• Recommend how to enhance customer relations for an organisation in the tourism and hospitality industry.

3. Understand the importance of teamwork in the context of managing customer relations.

• Describe the characteristics of effective teams.
• Explain the importance of team working in the tourism and hospitality industry.
• Explain how managers can promote effective team working in the tourism and hospitality industry.

4. Understand legislation governing the customer interface.

• Explain the principles of legislation governing the sale of goods and services.
• Describe areas of legislation governing the licensing of hotels, restaurants, travel agents, tour guides and carriers.

The aim of this unit is to provide learners with an understanding of the fundamental principles of financial accounting and financial management in the tourism and hospitality industry and how to apply these principles in practice. This unit should be studied within the contexts of local, national and international legal frameworks and good practice relating to finance.

               Learning Outcome

1. Understand the principles of accounting in the tourism and hospitality industry.

• Explain the importance of accounting and finance management in the context of a tourism or hospitality organisation.
• Analyse the difference between a sole trader, a partnership and a limited company.
• Evaluate how financial software is utilised within the accounting functions of tourism and hospitality organisations.

2. Be able to prepare the documents involved in financial

• Demonstrate the rules of double-entry book-keeping and how it is used to maintain financial records.
• Calculate and account for VAT on purchases and sales
• Appraise the role of cash receipts, cash payments and bank reconciliation.

3. Be able to prepare a statement of comprehensive income and a statement of financial position.

• Demonstrate how a trial balance is constructed.
• Prepare a Trading, Profit and Loss account and a Balance Sheet for a given accounting period.

4. Understand how an organisation should manage its working capital and the process of revenue management.

• Explain the benefits and limitations of various sources of finance available to an organisation.
• Evaluate the process of budgetary control and revenue management in a tourism or hospitality organisation.
• Prepare and appraise a cash budget.

The aim of this unit is to provide learners with the ability to select and apply appropriate human resources frameworks to the tourism and hospitality industry. Learners will develop skills in the recruitment and retention of staff, as well as the importance of training and industrial relations. Learners will understand the importance of identifying and managing cultural diversity in the workforce.

               Learning Outcome

1. Understand human resources frameworks to effectively manage the recruitment and retention of staff.

• Evaluate the criteria and characteristics for effective leadership and management in an organisation.
• Analyse the common issues faced by human resource managers in the tourism and hospitality industry.
• Evaluate the practical and legal frameworks and current good practice surrounding the recruitment and selection process in a tourism and hospitality organisation.

2. Understand training and career development opportunities for individuals, in order to enhance both individual and organisational performance.

• Explain how to maximise both individual and group performance by implementing different performance management solutions.
• Justify career development and lifelong learning to tourism and hospitality organisations.

3. Understand the relationship between pay and motivation, and its significance in developing a reward strategy.

• Summarise the key components and influences on payment and reward systems.
• Assess economic, psychological and cultural influences on attitudes and behaviour.
• Evaluate the concept of ‘psychological contract’ in a tourism and hospitality context.

4. Understand cultural diversity in the workplace and strategies for managing a diverse workforce.

• Outline the significance of cultural diversity to the tourism and hospitality industry.
• Explain the benefits of a culturally diverse workforce.
• Assess strategies for managing a diverse workforce.

The aim of this unit is to provide learners with a critical understanding of the principles of marketing. Learners will develop the ability to apply the marketing mix and to explain the role and function of marketing within tourism and hospitality organisations.

Learning Outcome

1. Understand the principles of marketing.

• Describe the reasons for marketing in contemporary organisations.
• Explain the elements of the marketing mix.
• Evaluate the importance of the marketing mix in the tourism and hospitality industry.

2. Understand the role and function of marketing in the tourism and hospitality industry.

• Analyse the importance of marketing in the tourism and hospitality industry.
• Explain the roles and responsibilities of marketing professionals in the tourism and hospitality industry.
• Explain the marketing management process in the tourism and hospitality industry.

3. Understand the service marketing approach in the tourism and hospitality industry.

• Review the principles of the services marketing approach.
• Evaluate the benefits of the services marketing approach for the tourism and hospitality industry.
• Review the aspects of services marketing in the management of tourism and hospitality organisations.

4. Be able to conduct market research in the tourism and hospitality industry.

• Explain the need for market research in tourism and hospitality organisations.
• Conduct market research using primary data relating to the tourism and hospitality industry.
• Collate and analyse secondary data relating to the tourism and hospitality industry using the principles of market research.

The aim of this unit is to provide learners with an understanding of operations management within the tourism and hospitality industry and specifically the systems, processes, project and quality management skills associated with this function. Learners will develop the ability to apply operations management knowledge to tourism and hospitality organisations and have an in-depth appreciation of the value of the operations function.

1. Understand the development of operations and the ways in which effective operations management can benefit tourism and hospitality organisations.

• Outline the origins of operations management from manufacturing to the service sector.
• Explain how operations has become a managerial function in the tourism and hospitality industry.
• Analyse the ways in which operations management can be used to create customer value and competitive advantage.

2. Understand the processes, systems and planning methods used in operations management.

• Explain systems design and process design and relate this to the tourism and hospitality industry.
• Evaluate the importance of ‘process’ and ‘product’ innovation as it applies to tourism and hospitality organisations.
• Describe the role and processes of logistics and the supply chain in the context of the tourism and hospitality industry.

3. Understand the principles of visitor and attractions management in the tourism industry.

• Explain the concept of visitor management.
• Appraise the role of visitor attractions in the development of tourism destinations.
• Analyse how effective systems of management and control can lead to competitive advantage for visitor attractions.

4. Understand how operations management methods can be applied to a range of organisations working in the tourism and hospitality industry.

• Assess the importance of external environmental factors in the context of operations management in the tourism and hospitality industry.
• Compare and contrast the operational activities of a range of organisations in the tourism and hospitality industry.
• Evaluate the existing and potential impacts of the virtual marketplace on the pattern of operational activities in the tourism and hospitality industry.