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WHAT IS HOSPITALITY?
CATERING
TOURISM
TRAVEL
CUSTOMER CARE
FOOD
THE IMPORTANCE OF HOSPITALITY
The tourism industry is one of the
main pillars of Malta’s economy, It
generates income and creates
employment for thousands of
families across the Maltese Islands.
HOSPITALITY IN MALTA • In 2014, 12,500 people
worked in the tourism
industry.
• 8.5% of the employed
Maltese population
worked in this sector.
The World of Food
DISTRIBUTION OF UNITS
Form 3 Form 4 Form 5
Introduction to
Hospitality and
Tourism Industry
UNIT 1 UNIT 2
Hospitality
Operations
UNIT 3
100 Marks 100 Marks 100 Marks
YOUR O’LEVEL STARTS ON YOUR FIRST DAY OF FORM 3!!
So, your o’level
fee needs to be
paid at the start
of Form 3.
AssessmentEach unit is assessed by means of 3 assessment tasks
Tasks
32%Practical
30% Controlled
38%
You must pass ALL assignments in order to pass the unit.
Unit Structure
Each unit is made up of the following criteria
4 Marks Each
Total:
40 Marks
10 Knowledge
6 Marks Each
Total:
30 Marks
5 Comprehension
10 Marks Each
Total:
30 Marks
3 Application
UNIT 1 (FORM 3): INTRODUCTION TO THE HOSPITALITY AND
TOURISM INDUSTRY
The hospitality and tourism industry
Introduction to customer care
Basic communication in hospitality
The hospitality and tourism industry1
• Understanding Hospitality
• Types of travel
• Different hospitality Businesses
• Staff Responsibilities
• Job roles and requirements
• Issues that have an impact on tourism
• Sustainable tourism
Introduction to Customer Care2
• Who is a customer?
• Benefits of customer care and teamwork
• Demonstration of good customer care
• Knowing details about your place of work
Basic Communication in Hospitality3
• Effective communication
• Applying for a job and attending for an
interview
• How do different cultures
communicate?
• Public Speaking
UNIT 2 (FORM 4): THE WORLD OF FOOD
Nutrition
Special Diets
Food Hygiene
Different Cuisines
Cooking Methods
Food Commodities
Cooking of sweet and
savoury dishes
UNIT 3 (FORM 5): HOSPITALITY OPERATIONS
Serving Customers in the
Hospitality Industry
Basic rooms division
operations
Front Office
Housekeeping
Serving Customers in the
Hospitality Industry
• Personal Hygiene
• Safety
• Taking Orders
• Table Lay ups
• Napkin folding
• Serving non – alcoholic drinks and
hot beverages
Basic Room Division Operations
• Room types and facilities
• Dealing with complaints
• Front Office
• Telephone Skills
• Roles within the housekeeping
department
Late Submissions
Assignments should always be handed
in ON TIME. Otherwise the person in
charge of quality assurance in the
school will be consulted.
If no justified reason is given, the
student will have to do a resit.
RESIT
• Candidates who did not obtain a
total of 50 marks or more in the
completion of the three tasks. • Candidates who did not attempt to
one of the three tasks
• The resit is done as an exam
which will include all the topics.
Charge of 21 Euro (same as o’level resits)
JOBS WITHIN THE HOSPITALITY INDUSTRY
Caterer
Cashier
Health Educator
Care Worker
Customer Care
Consumer Department
Receptionist or any other job in the
Catering or Hospitality Industry
Restaurant Manager
Reservations Manager
Front Office Manager
Chef
Kitchen Assistant
Waiter
Bar Staff
Guest Relation Officer
ANY QUESTIONS?