Program Overview & Course Descriptors€¦ · x Recognize the importance of the Front-Office in creating a total customer experience. x Appreciate the importance of standards allowing

By EHL Advisory Services

VET by EHL Program Overview & Course Descriptors

© 2020 VET BY EHL – EHL Advisory Services SA – All rights reserved VET by EHL Program Overview

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Section 1: Preamble

VET by EHL Philosophy & Vision

The demand & need for a skilled labor force in the hospitality industry has never been as large and as important as it is today. With every 10th person working in tourism & hospitality and the world moving towards the tertiary sector, training will be the key differentiator for people, organizations and countries.

More than 100 years ago, Switzerland established the federal VET system; an unmatched applied training system for all professions and trade. Accessible for all individuals, 2/3 of Swiss citizens train through this system, sustaining wealth and innovation & quality on all levels of society. Switzerland is internationally recognized as a leader in hospitality education thanks to its tradition, extensive experience and emphasis on high quality.

EHL Advisory has revisited this Federal VET system and packaged it as a lean licensing solution for individuals, companies, organizations and governments worldwide to benefit from as a private training initiative.

The Vocational Education & Training by EHL (VET by EHL) delivers hands-on vocational skills to students in the hotel & restaurant domain worldwide. The course content is based on the Swiss benchmark vocational competency framework for the hospitality industry. Therefore, the graduates of VET by EHL programs are well equipped with benchmark industry skills to enter the workforce as waiters, cooks, room attendants, receptionists and much more.

VET by EHL programs are delivered through a licensing model, allowing existing or green field project training centers to deliver ready-made Swiss quality course content to the students. Along with other support received, the Licensee can also award VET by EHL qualifications to its students.

VET by EHL is a product of EHL Advisory Services, which is a Swiss knowledge development and management advisory company for the hospitality industry. It works for the Ecole hôtelière de Lausanne (EHL) and the Swiss Hotel Association. Established over 30 years ago, EHL Advisory Services has developed hospitality education centers utilizing a structured approach which combines the experience and philosophy of Swiss hospitality education.

© 2020 VET BY EHL – EHL Advisory Services SA – All rights reserved VET by EHL Program Overview

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A Certificate can be completed in 6 months while the Professional Diploma can be achieved in 18 months following completion of the three certificate levels.

Section 4: General Graduate Profile

Industry entry level points

Professional Diploma (18 months with 3 certificates)

Advanced Certificate (6 months)

Intermediate Certificate (6 months)

Students graduating from the diploma (having accumulated all three certificates levels) can enter the industry and are well equipped to attain supervising positions within 3 years of graduation.

Graduates can also move into specific transfer programs to gain the necessary credits in order to start Higher Diploma or Bachelor Studies.

Graduates, who entered the advanced certificate with previous work experience, will find themselves in an improved position to re-enter the industry and are likely to inhabit supervising positions upon successful graduation from this certificate.

Foundation Certificate (6 months)

Students that have passed through the foundation and/or the intermediate certificates will be well equipped to enter or re-enter the industry in entry level or supervisory positions.

They will be able to perform & execute guest-facing tasks with professionalism and rigor.

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Section 8: Hotel Administration Diploma With this Diploma program, students will acquire the competencies and the knowledge required to be fully operational in different functions of a hotel following the standards of first-class hospitality operations. At the end of the Diploma, students will also acquire a better understanding of managing a department. Students graduating from this program will have the potential to take on supervisory roles in the Front-Office and housekeeping operations as well as an administrative role within the management of a hospitality operation.

Credits

60 credits US (20 credits US per term).

Program Aims

Graduates of the Hotel Administration Diploma will be proficient in the following activities and will be distinguished by the following behaviors:

a) As hosts, they welcome guests according to an establishment's guidelines and they ensure that a hospitable customer experience is delivered.

b) They think and act in accordance with the hotel’s management, are host oriented and team oriented.

c) They are aware of the importance of cleanliness, maintenance and laundry work as well as organizational tasks, including logistics for all back-of the-house activities.

d) They can effectively use a property management system. They can make reservations, perform check-ins and check-outs, establish bills and collect revenue.

e) They master the principles of hygiene and occupational safety. They ensure that the value of premises, installations and appliances are preserved, and that energy and equipment are used economically.

f) They prepare the food & beverage service, both in the daily service and for events and they advise customers on appropriate beverages.

Certificates

Foundation – In this first certificate, students will acquire skills from both the Rooms and Service modules, where they will acquire the basic general skills of working in a hotel, together with an introduction into Office tools. This will be reinforced by a 3-month internship.

Intermediate – After having acquired the general knowledge of hotel operations, the students will be introduced to administrative courses. This will be then also reinforced by a 3-month internship that should take place in an Administrative department.

Advanced – After 1-year experience, students will acquire the competencies to take on a supervisory role with a better understanding of the general operations of a hotel, including accounts and basics of law. This program will conclude with a 3-month internship.

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Curriculum – Hotel Administration Professional Diploma

Foundation Intermediate Advanced

Introduction to Front-Office

Industry Internship

Front-Office Operations I

Industry Internship

Principles of Accounting &

Budgeting

Industry Internship

Housekeeping Operations I

Housekeeping Operations II

Hospitality Administration &

Law

Laundry Operations

Beverage Knowledge

Introduction to Rooms

Sales & Marketing

Food & Beverage Service

Techniques

Basics of Culinary Art

People Training & Development

Hygiene & Occupational

Health Practices

Introduction to Nutrition & Dietetics

Purchasing & Inventory Systems

Introduction to Office Tools

Hotel Etiquette & Protocol

The Art of Butler Service

Introduction to Hospitality Operations

Verbal & Non-Verbal

Communication

Rooms Administration

Principles

Mathematics Fundamentals

Introduction to Hotel Accounting

Hotel & Restaurant Concept

Foundation

Excel Fundamentals

Hotel Trends & Innovation

Cultural Awareness

English Essentials Applied English Business English

10 credits 10 credits 10 credits 10 credits 10 credits 10 credits

60 US Credits

Arnaud Bouvier

Arnaud Bouvier

Arnaud Bouvier

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Course Descriptors – Foundation ROP 1.5 – Introduction to Front-Office

Credits : 2.3 Number of classroom hours : 21 Number of practice hours : 73 Examination : Theoretical (50%) / Presentation (50%) Pre-requisites : NIL

Learning Objectives

Knowledge x List different types of lodging establishment. x Identify and describe various types of guest, and their needs, within the lodging industry. x Describe and identify different room types in hotels. x Explain the function of the Front-Office and describe the setup of a Front-Office, listing the

basic tools and material used. x Recognize the positions and tasks within the Rooms Division departments of different types

of lodging establishments. x Explain the classification system used for hotels and restaurants.

Competencies x Make customers feel welcome when they arrive in any establishment. x Identify and meet customers’ needs in accordance with an organization’s standards,

procedures and policies. x Identify all the various elements of the hospitality & travel industry including all the sub-

elements. x Establish and maintain effective relationships with colleagues and customers through

verbal and non-verbal communication.

Mindset x Recognize the importance of the Front-Office in creating a total customer experience. x Appreciate the importance of standards allowing for high quality service and the link

between customer service at the Front-Office and long-term customer satisfaction. x Convey a willingness to assist customers in order to exceed customer expectations. x Explain the importance of the communication process in creating great customer

experience. x Analyze strengths and weaknesses of one’s own verbal and non-verbal behavior and

develop continuously for the benefit of guests and colleagues.


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ROP 1.6 – Housekeeping Operations I Credits : 1.9 Number of classroom hours : 21 Number of practice hours : 55 Examination : Theoretical (50%) / Practical (50%) Pre-requisites : NIL

Learning Objectives

Knowledge x Explain housekeeping operations and their integration in Rooms Division. x Identify main housekeeping activities and cleaning requirements for different types of

hotel. x List the various machinery and equipment used in housekeeping operations, their features

and functions. x Name harmful consequences of defects in various furniture, machinery and equipment. x Describe main cleaning products used in housekeeping operations and their optimal

usage. x Understand on different documents and checklists used in housekeeping operations.

Competencies x Perform all the activities common to housekeeping operations. x Check room equipment and systems according to operational guidelines. x Operate efficiently the various machinery and equipment used in housekeeping

operations. x Minimize one’s own ecological impact by using the appropriate amount of cleaning

products. x Work in accordance with the legislations regulating housekeeping operations.

Mindset x Demonstrate the ability to work in housekeeping operations both autonomously and in a

team, even under stressful circumstances. x Discuss the beneficial role of a clean room for guest satisfaction. x Understand the importance of the role of housekeeping to provide a quality service in

hotel operations.


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ROP 1.4 – Laundry Operations Credits : 1.3 Number of classroom hours : 15 Number of practice hours : 36 Examination : Theoretical (50%) / Practical (50%) Pre-requisites : NIL

Learning Objectives

Knowledge x Describe the laundry process. x Explain the role and importance of the linen and laundry department. x Explain the organization of the linen and laundry department. x Describe the organizational structure and the main positions of the linen and laundry

department. x Describe the textile fibers classification with examples. x Use textile terminology correctly. x Explain how textiles are made. x Define the different pieces of textile use in hotels. x Identify the main laundry cleaning principles. x List the different type of cleaning agents/aids used in a hotel laundry. x Explain the use of care labels and symbols on linen and interpret some common ones. x Identify the equipment that may be found in an on-premises laundry. x Identify different type of stains and adapted removal procedure. x Understand and apply the most important health & safety rules when using chemicals.

Competencies x Perform all the activities common to laundry operations. x Operate efficiently the various machinery and equipment used in laundry operations. x Minimize one’s own ecological impact by using the appropriate amount of laundry

cleaning agent. x Work in accordance with the legislation regulating laundry operations.

Mindset x Demonstrate the ability to work in laundry operations both autonomously and in a team,

even under stressful circumstances. x Discuss the beneficial role of clean linen for guest satisfaction. x Understand the importance of the role of the laundry department to provide a quality

service in hotel operations.


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FBS 1.5 – F&B Service Techniques Credits : 1.8 Number of classroom hours : 18 Number of practice hours : 55 Examination : Theoretical (60%) / Practical (40%) Pre-requisites : NIL

Learning Objectives

Knowledge x List the steps and main standard operating procedures of:

o Breakfast service o Buffet service o Brunch service

x Define characteristics of basic and informal F&B service. x Name the various cleaning products and materials common to F&B operations. x Identify the different documents and checklists used in F&B service.

Competencies x Practice, while using the relevant documents, the following:

o Different breakfast, brunch and buffet setups. o Different breakfast, brunch and buffet services from reception to farewell.

x Illustrate different basic and informal table settings. x Practice cleaning of various facilities and work areas commonly attended by F&B service

staff. x Explain a menu to guests. x Handle customers’ enquiries on food and beverages during breakfast, brunch and buffet

services. x Work in accordance with the legislations regulating F&B establishments.

Mindset x Demonstrate the ability to work in F&B operations both autonomously and in a team. x Explain the role of checklists in the process of F&B service quality assurance. x Recognize the importance of the legislations regulating F&B service and the

consequences of breaking them.


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KIP 1.5 – Hygiene & Occupational Health Practices Credits : 0.4 Number of classroom hours : 12 Number of practice hours : 0 Examination : Theoretical (100%) Pre-requisites : NIL

Learning Objectives

Knowledge x List the main rules and best practices for personal hygiene & professional hygiene. x Understand and examine the causes, symptoms and remedies to hygiene issues in F&B

operations. x Understand the principles of the HACCP method. x Name preventive measures to detain hazardous microorganisms from spreading. x Recognize various fire hazards and identify safety aids and tools to use in case of fire or

other accidents common to F&B service settings. x Analyze occupational health best practices in F&B service settings. x Identify the different documents and checklists relevant to hygiene and occupational

health.

Competencies x Identify and implement remedies to hygiene issues in F&B operations. x Prevent poor personal and professional hygiene by taking appropriate measures. x Take appropriate measures against fire hazards and other common accidents in F&B

service settings. x Contribute to careful monitoring and changes to a HACCP plan. x Work in accordance with occupational health and safety regulations for the F&B industry. x Demonstrate a safe workplace behaviour to prevent injuries.

Mindset x Discuss the negative impact of a poor personal and professional hygiene. x Recognize the impacts of implementing and following hygiene standards in an

establishment. x Recognize the beneficial role of an occupational health and safety policy in the

workplace. x Explain the importance of using checklists as hygiene and safety control measures and

ensure right documentation are completed in right work context.


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HAD 1.1 – Introduction to Office Tools Credits : 0.8 Number of classroom hours : 24 Number of practice hours : 0 Examination : Theoretical (100%) Pre-requisites : NIL

Learning Objectives

Knowledge x Explain the functions of the word processing and presentation software. x Understand proper business communication rules and basic email terminology. x Understand the importance for basic use of computer and software in the workplace. x Be able to identify the document format by reference to the file extension. x Define computer information technology vocabulary, concepts, and skills related to

business communication. x Identify all the different documents that can be created for business communication.

Competencies x Use current and emerging word processing technologies to produce organizational

documents and presentation materials. x Compose business correspondence and create graphics and digital presentations on a

computer. x Demonstrate competence with word processing technologies to produce basic

documents following current professional and/or industry standards. x Be proficient with the following Microsoft Word Processing skills:

o Create and edit Word documents. o Format and enhance Word documents. o Create a document from a template. o Apply table styles and formatting.

x Be proficient with the following Microsoft PowerPoint presentation skills: o Create and edit basic Microsoft PowerPoint presentations. o Use template, color schemes, animation, slide transition. o Insert images including digital pictures.

Mindset x Recognize when to use each of the Microsoft Office programs to create professional

documents for internal or external stakeholders. x Employ information technology to support management. x Use effective software tools to produce organizational documents and presentation

materials to achieve business objectives.


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HSP 1.1 – Introduction to Hospitality Operations Credits : 0.4 Number of classroom hours : 12 Number of practice hours : 0 Examination : Theoretical (100%) Pre-requisites : NIL

Learning Objectives

Knowledge x Name main fields and job opportunities within the hospitality industry. x List different types of restaurants and other F&B outlets. x Identify synergies between the different stakeholders in hospitality. x Define synergies between the F&B department and other departments of hotels and

restaurants. x Examine interconnections and inter-responsibilities between the different stakeholders

within hospitality businesses.

Competencies x Describe the history and evolution of hospitality. x Explain the classification system used for hotels and restaurants. x Analyze the organizational charts of various restaurants and hotels. x Identify all the various elements of the hospitality & travel industry including all the sub

elements.

Mindset x Recognize the role of effective synergies between hotels and restaurants and other

industries within the overall hospitality & travel spectrum. x Defend the importance of ethics and sustainability in the Hospitality & Tourism Industry. x Recognize the interdependence of various aspects of the Hospitality & Travel industry and

how they play a critical role in the guest experience.


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HSP 1.2 – Mathematics Fundamentals Credits : 0.4 Number of classroom hours : 12 Number of practice hours : 0 Examination : Theoretical (100%) Pre-requisites : NIL

Learning Objectives

Knowledge x Name different types of number. x List principles of elementary arithmetic. x Examine the relationship between percentages. x Identify different calculation units. x Understand the differences between gross and net weight. x Understand the notions of proportionality using the rule of three.

Competencies x Use the language, symbols and notation of basic arithmetic. x Be able to calculate proportional quantities using the rule of three and percentages. x Apply different calculation units and be able to transform them. x Adapt cooking recipes for specific quantities or number of guests. x Calculate the cost of a recipe, including gross and net weight. x Apply notions of mathematics to real-life scenario in F&B operations.

Mindset x Recognize the importance of mathematics in one’s own everyday life. x Appreciate the usefulness of mathematics in hotel and restaurant operations. x Develop mathematical curiosity and use reasoning when solving problems in real-life

situations.


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LG 1.1 – English Essentials Credits : 0.8 Number of classroom hours : 24 Number of practice hours : 0 Examination : Theoretical (100%) Pre-requisites : NIL

Learning Objectives

Knowledge x Explain the rules for grammar in English in terms of:

o Verbs and tenses. o Subject and predicate. o Pronunciation. o Punctuation. o Sentence and question construction. o Common expressions.

x List the following: o Key expressions used in the reception and farewell of customers. o Key terms used in F&B operations. o Key terms used in Kitchen operations, including food preparation and cooking

techniques.

Competencies x Communicate fluently in English during:

o Breakfast service. o Buffet service. o Brunch service.

x Apply basic English verbal and written communication in the context of hotel and restaurant.

x Practice informal conversation with customers (surroundings, location, activities etc.). x Translate breakfast, lunch and dinner menus in English.

Mindset x Defend the importance of the English language in F&B operations. x Explain the beneficial role of basic English communication with regards to customers’

satisfaction.

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Section 9: Internships

It is essential that all students are given the opportunity to consolidate and develop the skills and knowledge that they acquired at their VET by EHL Training Center, by placing them into realistic practice. The internship in industry is designed as an integral part of each certificate. It not only allows students to put theory into practice but they also have to accept a large share of the responsibility for their own skills development.

The internship takes place right after the study in the training center. Students must work in a hospitality organization, in a department that is related to their level and field of study. The internship will enable students to consolidate the theoretical knowledge and practical skills acquired during one of the certificate programs in a real-life working environment.

The internship is of great importance to the students as well as to future potential employers, as it teaches students about the real world of employment and helps them to mature into viable, experienced employees. One of the important learning points achieved from the internship is the understanding of how to go about getting a job in the future. Students participate fully in their own job search, with guidance from an internship coordinator from their respective training center.

Internship Aims

Upon completion of an internship, students will:

a) Relate theory to practice and develop professional and practical skills. b) Gain practical experience and exhibit the ability to effectively work in a professional

environment and demonstrate work ethic and commitment in a work-based environment. c) Manage first-hand experience of a working environment, and identify the keys to successfully

gaining and holding a position in hospitality. d) Experience the steps and procedures necessary to secure a job. e) Experience being treated as a company employee, including being expected to conform

to company policy, and familiarize themselves with the dynamics of the workplace.

The internship work schedule will be determined between students and their supervisors at the company to afford a minimum of 480 hours (12 weeks) on the job during the period of enrolment. The students and the centers will have to observe all legal standards in the country where the internship takes place.

As an assessment for the internship, students will have to provide a certification of employment from the organization, together with an evaluation of the work provided by the supervisor. This evaluation is intended to assess the quality of the students’ performance. It will also ensure that the students receive feedback on their overall work performance.

Students will then get awarded a certificate when they have successfully passed all their assessments in the training center and provided an internship certification together with the evaluation from their supervisor.


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Section 10: Learning Methodology Delivery modes

The learning methodology for the certificates and the diploma includes a blend of knowledge-based learning and skill-based learning.

Delivery of knowledge will be facilitated through the use of blended-learning using digital content disseminated via a learning management system (LMS). Students will be required to prepare for class by engaging with the digital learning platform before going to class. The foundational knowledge that has been acquired via the digital material is then reinforced in class time with support from an educator and active learning.

Guided practical sessions under the supervision of a hotel professional, in a mock-up kitchen and restaurant environment, mock-up front-office, housekeeping and laundry environment will facilitate the acquisition of competencies. Processes and standards of operations will also be distributed digitally so that students will have constant access to those standards for their review and learning.

Learning sequence

The diploma is delivered over a period of 18 months, divided in 3 six-month terms. Those terms are then each divided in learning in a training center and hands-on training on internship. As indicated previously, students can enroll for one unique certificate of 1 six-month term in the center followed by an internship.

In a training center, both theoretical and practical sessions are delivered concurrently. They are also delivered at the same time as all the other practical and theoretical modules.

Training resources, equipment and environment A VET by EHL training center needs to create an environment for students where they can experience all facets of the hospitality industry. They need to involve not only the operations of the food, service or rooms department but must become accustomed to working in a professional environment and develop the attitude and guest-centered mindset that is an important part of life within a hotel or restaurant.

Facilities and minimum requirements for a training center are:

x Classrooms with multimedia equipment x IT Application lab x Library & printing facilities x Interactive demonstration kitchen x Kitchen storage and reception area

x Interactive F&B Application lab x Mock-up reception x Mock-up laundry x Mock-up hotel room x Internship hotel partner


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Learning material

All the learning material has been created by the faculty of EHL with some textbooks used as reference. All learning material is distributed digitally to the students and to the facilitators via the learning management system.

Assessment policy

The program encompasses a wide range of assessments in order to challenge and develop students practical and theoretical skills. It reflects the nature of competencies students will require for the hospitality industry, thus the inclusion of practical exams to replicate real-life scenarios.

As an integral part of teaching and learning, the testing of knowledge, understanding and skills are done through a single or a combination of assessed assignments. The assessments vary between written individual exams, individual or group oral presentations and practical exams where students need to demonstrate achievement of the learning outcomes.

The grading system is based on a 100% scale with 60% being the passing grade. The table below summarizes the classification system of the grades:

Percentage Classification

90 – 100 Honors

80 – 89 Merit

60 – 79 Pass

50 – 59 Marginal Fail

0 – 49 Fail

Assessments are structured and assessed with constructive and formative feedback designed to aid learning as students go along, in order to enable them to develop the key competencies.

Successful Completion of a Certificate

In order to successfully complete a certificate, a student must at least have passed all subjects and an overall average for the certificate of above 60%.

Students who have failed a course can benefit from a retake examination for all failed courses. The grades given for these retake examinations become the new final grade for the course unit and count for 100% of the course unit.

The grade of a retake examination is capped at 60%.

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Documents

Program Overview & Course Descriptors€¦ · x Recognize the importance of the Front-Office in creating a total customer experience. x Appreciate the importance of standards allowing