NEW YORK CITY COLLEGE OF TECHNOLOGY, CUNY DEPARTMENT OF HOSPITALITY MANAGEMENT COURSE OUTLINE COURSE#: HMGT 2305 COURSE TITLE: DINING ROOM OPERATIONS CLASS HOURS: 1.5 LAB HOURS: 4.5 CREDITS: 3 1. COURSE DESCRIPTION: Procedural, customer and staff perspectives involved in the provision of quality service as practiced in a dining room laboratory. Student rotation through dining room service with emphasis on responsibilities of planning, producing and evaluating service. Practice of proper safety and sanitation methods. Critique of restaurant service. 2. COURSE OBJECTIVES: Upon completion of HMGT 2305, students will be able to: a. b. c. d. e. f. 1
3. STUDENT LEARNING OUTCOMES AND ASSESSMENT Student Learning Outcomes a.synthesize menu terminology used in the laboratory and in written communication (HMGT: Knowledge, Gen Ed: Integration) b.demonstrate the ability to identify and execute tabletop presentations (HMGT: Skill) c.demonstrate the ability to name and describe equipment necessary for all styles of service (HMGT: Skill) d.comprehend training standards and implement training techniques (HMGT: Skill; Gen Ed: Skill) e.comprehend customer service standards and implement customer service techniques (HMGT: Skill; Gen Ed: Skill) f. Gather, interpret, evaluate and apply information about service standards executed and experienced (HMGT Skill; Gen Ed, Integration) Method of Assessment Laboratory performance, weekly restaurant review reaction memo, service analysis, final practical Laboratory performance, service analysis, final practical Laboratory performance, service analysis, written assignments, final practical Laboratory performance, written assignments, final practical Laboratory performance, weekly restaurant review reaction memo, written assignments, final practical Laboratory performance, weekly restaurant review reaction memo, service analysis, written assignments, final practical 4. PREREQUISITES: HMGT 1105, HMGT 1202 5. TEXTS: Strianese, A. J. and Strianese, P. (2008). Dining room and banquet management, (4 th ed). New York, NY: Thomas Delmar Learning Gisslen, W. (2006). Professional cooking. (6 th ed). New York, NY: John Wiley & Sons Herbst, S. (2007). Food lover s companion. (4 th ed). New York, NY: Barron s Educational Series 6. GRADING SYSTEM: Laboratory performance: 30% attendance/complete uniform (15%) self awareness exercise/action plan (15%) Weekly restaurant review reaction memo 15% Service analysis 20% Written assignments 20% Final practical 15% TOTAL 100% 2
WEEKLY COURSE OUTLINE COURSE: HMGT 2305 COURSE TITLE: DINING ROOM OPERATIONS WEEK 1 Introduction Introduction to course objectives Introduction to point of sale system Review of each position in the rotation Review of uniform and personal hygiene standards Review use of dishwasher Reinforcement of safety and sanitation standards Overview of equipment Tour of dining room Introduction to Janet Lefler and history of the department Introduce and practice napkin folding techniques Team building exercise Sommelier demo/objective and reflection WEEK 2 Business writing Business writing: memos, electronic communication, thank you letters Memo #1 distributed, Communicating Front of House and Back of House Standards Mock service and dining etiquette Schedule of job rotation in dining room operations Team building exercise house WEEK 3 Restaurant Safety Practices Memo # 1 Due Safety on campus Procedures to keep restaurant workers safe in the front of house and back of house Evaluation of available resources pertaining to restaurant safety 3
house WEEK 4 Coffee and Tea Memo #2 distributed, Training Standards Pertaining to Hot Beverage Service Origin of coffee Origin of tea Description of the coffee served in the Janet Lefler Dining Room Description of the tea served in the Janet Lefler Dining Room Proper service standards for coffee Proper service standards for tea Distribution of list of dining room terms house WEEK 5 Dining Room Terms Memo #2 Due Definitions of dining room terms and how they are best utilized house WEEK 6 Service Analysis Customer feedback house 4
WEEK 7 Restaurant Reviews, a discussion of language house WEEK 8 Banquets and Mid Term Practical house Practice of proper training techniques Reflection WEEK 9 Suggestive Selling, enhancing the guest experience and increasing check average Memo #3 distributed Use of persuasive language and images in a restaurant setting house Menu Terminology WEEK 10 Managing Reservation and POS Systems Memo #3 due Online reservations Walk-ins Distribution of guests throughout the dining room Effective use of POS systems 5
house Menu Terminology WEEK 11 Final Practical Distribution Service analysis due Distribution and discussion of the final practical house WEEK 12 Leadership in Dining Room Operation Written assignment #4 distributed Difference between management and leadership Leadership traits Examples of leaders in dining room operations house WEEK 13 Current Events in the Restaurant Industry Written assignment #4 submitted Review of trends and forecasts for dining room operations and the restaurant industry house 6
WEEK 14 Final Practical Final practical WEEK 15 Field Trip 7
WEEKLY COURSE OBJECTIVES COURSE: HMGT 2305 COURSE TITLE: DINING ROOM OPERATIONS The student will be able to... WEEK 1 Introduction Define proper menu terminology Identify tabletop presentations Name equipment necessary for all styles of service Practice training techniques Discuss customer service techniques WEEK 2 Business writing Define and explain business writing standards Identify tabletop presentations Name equipment necessary for all styles of service Practice training techniques Practice etiquette standards Discuss customer service techniques Discuss service standards WEEK 3 Restaurant Safety Practices Discuss various safety measures used in restaurants and on campus Define proper menu terminology Identify tabletop presentations Name equipment necessary for all styles of service Discuss and practice training techniques Discuss and practice customer service techniques Discuss and explain in writing service standards WEEK 4 Coffee and Tea specifically terminology used for hot beverage service, specifically hot beverage service, specifically hot beverage service WEEK 5 Dining Room Terms 8
Explain, in writing, standard operating practices used during coffee and tea service Utilize, in a professional manner, various terms used in a restaurant setting Discuss and apply service standards WEEK 6 Service Analyses WEEK 7 Restaurant Reviews, a discussion of language in an essay WEEK 8 Banquets and Mid Term Practical specifically in a banquet setting specifically in a banquet setting specifically in a banquet setting WEEK 9 Suggestive Selling, enhancing the guest experience and increasing check average 9
WEEK 10 Managing Reservation and POS Systems Explain, in writing, the importance of suggestive selling in a restaurant setting Name and describe equipment necessary for managing reservation and POS systems WEEK 11 Final Practical Distribution Express, in writing, the four ways to judge a dining experience WEEK 12 Leadership in Dining Room Operation Identify the difference between management and leadership List and describe leadership traits Provide examples of leaders in dining room operations WEEK 13 Current Events in the Restaurant Industry Discuss trends and forecasts for dining room operations and the restaurant industry 10
WEEK 14 Final Practical Utilize equipment necessary for all styles of service Apply training techniques Apply customer service techniques WEEK 15 Field Trip Explain proper menu terminology Identify tabletop presentations Identify and describe equipment necessary for all styles of service Discuss customer service techniques 11
SELECTED BIBLIOGRAPHY National Restaurant Association. (n.d.). Home. Retrieved from www.restaurant.org Kakuzo, O. (2013). The book of tea. New York, NY: Empire Books. OSHA. (n.d.). Teen worker safety in resturants: service. Retrieved from Department of Labor: http://www.osha.gov/sltc/youth/restaurant/strains_serving.html Pendergrast, M. (2010). Uncommon grounds: the history of coffee and how it transformed our world. New York, NY: Basic Books. Post, P., Post, A., Post, L., & Post Senning, D. (2011). Emily Post's etiguette. New York, NY: Harper Collins. Sante. (n.d.). isante. Retrieved from www.isantemagazine.com St. John, B. (2003). The server's art. Wine and Spirits, 96. Zraly, K. (2012). Windows on the world complete wine course. New York, NY: Sperling Epicure. 12