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National Council for Hotel Management & Catering Technology
B.Sc. (HHA) SEM-1 (2023-24)
FORMAT OF QUESTION PAPER
National Council for Hotel
Management & Catering Technology
B.Sc. (HHA) SEM-1 (2023-24)
Internal Evaluation Examination
Subject
Name (Sub Code) Date:
Max Marks:
20 Time:
01 Hours
PART-A
NOTE:
Attempt any three questions.
Q1. Write
short notes on: (2x3=6
Marks)
a)
b)
c)
d)
e)
f)
PART-B
Attempt
all questions
Q2. (3x3=9 Marks)
OR
Q3
OR
Attempt
all questions
Q4.
OR
PART-C
Attempt
all questions
Q5. (5x1=5 Marks)
OR
_________________________________________
B.Sc. DEGREE
IN HOSPITALITY &
HOTEL ADMINISTRATION
NATIONAL COUNCIL FOR
HOTEL MANAGEMENT AND CATERING TECHNOLOGY NOIDA
(NCHMCT)
AND
JAWAHARLAL NEHRU
UNIVERSITY (JNU)
(2023)
Subject code | Subject | (Credits)
1. BMR101 Foundation Course in Food Production -1 (06 credits)
2. BMR102 Foundation Course in Food & Beverage Service -1 (03 Credits)
3. BMR103 Foundation Course in Rooms Division Operations-1 (04 credits)
4. BOE 104 Customer Relation Management (A)
OR
Employability Skills (B) (02 credits)
5. BAE105 Communicative English-l (02 credits)
6. BSE106 Environmental Studies (02 credits)
7. BVA107 Yoga-l (01 credit)
BMR101 Foundation Course in Food Production -1
Unit-1:INTRODUCTION TO COOKERY:
Hygiene - Personal, Food, Environment, Uniforms & protective clothing, Safety procedure in handling kitchen equipment, Attitude & Personnel Ethics,
Food Production - Industry, Traditional Cookery & Origin of modern cookery, Indian Culinary History, Ayurveda & Vegetarianism,
Unit-2:ORGANIZATION STRUCTURE OF MODERN KITCHENS AND AIMS & OBJECTS OF COOKING FOOD:
Classical Brigade & Modern Staffing, Duties and responsibilities of various chefs in Catering Establishments, Professional ethics and etiquettes in workplace, Aims of cooking (Including senses through food), Outcomes of cooking process, Techniques used in cooking, Basic principles of Safety Precautions, Waste Segregation,
ROLE OF INGREDIENTS: Fats & Oils (Shortenings), Raising Agents, Flour - All purpose, Whole wheat, Multigrain, Millets, Gluten free, Sugar - Importance, Types, Cooking stages, Water - pH, Application in cooking, as commodity
Unit-3: BASIC COOKING PRINCIPLES: HEAT TRANSFER AND COOKING METHODS:
Moist Heat, Dry Heat, Dry Heat using Fat, Microwave;
STOCKS: Definition and Types, Components of stock, Method, Storage and Usage;
THICKENINGS & SAUCES: Definition, Thickening Agents, Basic Sauces and
Derivatives, Proprietary and Contemporary sauces, Deglazing
Unit-4: SOUPS & SALADS:
Definitions, Classification with examples, International Soups, Components of Salads,
PLANT BASED CULINARY ARTS, Importance, Vegetables & Fruits - Identification & Classification, Effect of Heat, Storage,
UNDERSTANDING EGG AND FISH:
Classification & Selection, Usage, Precaution, Cuts of Fish
Unit-5: BASIC PRINCIPLES OF BREAD & CAKE MAKING:
Ingredients used in bread making and their roles, Beneficial role of microbes- probiotics, Steps in bread making, Methods of bread making, Bread faults,
CAKES: Ingredients used in cake making, Methods of cake making, Cake
faults.
BMR102-FOUNDATION COURSE IN FOOD &
BEVERAGE SERVICE-I (THEORY)
Unit-1: INTRODUCTION TO HOSPITALITY
INDUSTRY- Success trigger of hospitality industry, Types of F&B operations,
Classification of commercial, residential/non-residential, Welfare
catering-industrial/institutional/transport such as air, road, rail, sea, etc.
Indian concept of hospitality (Values & ethics viz - a vis world), Overview
of F & B Service in India
Unit-2: DEPARTMENTAL ORGANISATION & STAFFING: F & B Outlets-Specialty restaurants, Coffee shop/all day dining, Cafeteria, Fast food (Quick Service Restaurant), Grill room, Banquets, Bar types, pubs, permit rooms, Vending machines, Night clubs - Discotheques, Casinos, Pastry shops, Coffee bars, Room service/IRD, Mobile catering. Ancillary departments-Pantry, Food pick up area, Store, Linen room, Kitchen stewarding, principal staff of various F & B operations - hierarchy a) French/English/American hierarchy of F & B staff b) Duties & responsibilities of F & B staff, Attributes of a good waiter c) Interdepartmental relationships (within F & B & other departments)
Unit-3: F & B SERVICE
EQUIPMENT- Cutlery, Crockery, Glassware, Flatware, Hollowware & All other
equipment used in F& B service (French terms related to the above).
Preparation for service-Organizing.
MEALS & MENU PLANNING- Origin of menu, Objectives of menu planning, Types of menus, mise-en-scene & organizing mise-en-place. Courses of French classical menu, Sequence, French names of dishes, Types of meals, Early morning tea, Breakfast (English/American/Continental/Indian/ Buffet), Bruch, Lunch, Afternoon/high tea, Dinner, Supper
Unit-4: DINING SERVICES -Silver service, Pre
plated service, Cafeteria service, Room service, Buffet service, Gueridon
service,
& Live counters Lounge service, Food court, Butler service, Family service, Russian service, Indian form of service & Oriental Service
Unit-5: SALE CONTROL SYSTEM: A) KOT/Bill
control system b) Making bill c) Cash handling equipment d) Récord keeping
(Restaurant Cashier).
________________________________________
BMR103-FOUNDATION OF ROOMS
DIVISION OPERATIONS-1-A (THEORY)
Unit-1: Introduction to
hospitality & hotel Industry- Origin & Evolution & Domestic &
International hotel companies, Hotel organization- Full service/ limited
service, Revenue & Non revenue producing departments, Staff
organization-Rooms division hierarchy (Including Engineering Department)
Unit-2: Classification of Hotels-
Size, Target market- (Location, clientele, facilities offered, facilities),
Levels of Service, Star classification, HRACC guidelines), Ownership &
affiliation. Types of rooms-Room sizes (with reference to HRACC), SMART rooms
& Differently abled guest rooms, Basic of charging-Check-in-check out, 24
hours, Night/ Day, Day use, Types of Room rates (Special rates). Meal
plans-(EP, BP, CP, AP, MAP etc)
Unit-3: Guest cycle-Stages of
Guest cycle- Related front office function areas. Pre- arrival - Reservations
-1 (Confirmed - Guaranteed / Non-guaranteed, Tentative/Waitlisted). Pre-arrival
- reservations -II -Reservation procedure (FIT: DFIT & FFIT, group, VIP).
Sources-Direct, CRS, GDS, Intersell agencies. Modes of reservations -Verbal
& Written. Amendments &cancellations
Unit-4: Arrival -1 -Bell desk
& valet services, Functions, Procedures, Arrival -II-a) Creating
registration record b) Assigning room& rate c) Establishing the method of
payment d) Issuing room key e) Fulfilling special requests, DFIT, FFIT,
Walk-in, VIP & Group, express check-In, self-registration, Room selling
techniques-Upselling
Unit-5: During the stay-Concierge,
Mail & message handling, Room change procedure, Special procedure, Wake-up
call, Newspaper delivery & transport arrangements. Service recovery -Guest
relations, Handling complaints, Follow-up procedures, Complaint handling Apps/
escalation Matrix & Root cause analysis
________________________________________
BMR103- FOUNDATION OF ROOMS
DIVISION OPERATIONS-I-B (THEORY)
Unit-1: Introduction to
housekeeping: Scope of housekeeping. Importance, Opportunities and application
in the hospitality and allied sectors
Unit-2: Housekeeping department-
Areas of responsibility with a brief description of sub departments in
housekeeping, Attributes of housekeeping personnel in keeping with the
organization chart, Inter departmental coordination of rooms division with
other departments.
Unit-3: Preparing To Clean- A)
Housekeeping pantry B) Significance C) Layout D) List of inventory-maintained
E) Assembling supplies and stocking the cart/ caddy F) Room Status Reporting G)
Setting priority of scheduling cleaning
Unit-4: Guest rooms: Upkeep and
maintenance. Sequence and procedure of cleaning A) Departure room B) occupied
room C) Vacant room D) Differently abled room E) 000/ DND/DL rooms F) Turndown
service G) Second service
Unit-5: Daily Routines to be followed by Housekeeping Attendants in Morning, Evening and night shift.
Concept of invisible housekeeping-Housekeeping in hospitality sectors apart from hotels- Hospitals, Residential apartments, Mall, Club, Shops, Suffices, F & B outlets, Institutes, Airports, Railway stations, Metro station & Cruise liners.
________________________________________
CUSTOMER RELATIONS MANAGEMENT (A)
Unit-1: DEFINITION OF CUSTOMER-Types of Customers, Ownership & Value, Characteristics - Customer Value, Total Cost of Ownership, Philosophy of Guest
Unit-2: SERVICE EXCELLENCE & EXPERIENCE-Creating
standards in services, Benchmarking, Principles of Customer Service,
Personalized services & Quality and feedback
Unit-3: DEFINING LOYALTY-Understanding loyalty segment, Loyalty schemes, Customer retention techniques, creating service excellence Unit-4: CUSTOMER METRICS-Uses of customer metrics, Creating Guest Centric system, Emerging trends in guest retention & Creating excellence
Unit-5: GUEST CONTACT &
CURRENT HOSPITALITY PRACTICE-Guest Relations, Service culture, Handling awkward
difficult situation, Guest communication, Guest preferences and guest history,
Complaint Management System, Guest satisfaction tracking system & Mystery
Audits.
OR
EMPLOYBILITY SKILLS (B)
Unit-1: Behavioural Skills: Effective listening, non-verbal
communication, Social skills. Paraphrasing, SWOT analysis, Role plays of guest
handling. Interpersonal relationships. Cross-cultural communications.
Unit-2: Psychological Tests: Aptitude and personality assessment, suggestions for improvement. Leadership Skills: Concepts of leadership, leadership styles, insights from great leaders
Unit-3: Team Skills: Team building and leadership, evolution of groups into teams, group dynamics, emergence of leadership, intra-group dynamics, inter-group dynamics, and conflict management, inter dependency, assessment of team-based projects
Unit-4: Time Management: Pareto's Principle, Parkinson's Laws, Murphy's Laws, Law of Clutter, prioritization, Goal Setting (Career Visioning and Planning), effective time management
Unit-5: Selection Process: Overview of selection process,
practice of psychological tests, effective resume writing, dealing with
placement consultants and recruiters, references - how to get effective
references from past and current employers. Group Discussions: Concepts and
Practice. Interview Techniques: Effective interview techniques, mock
interviews, stress interviews, review and feedback
________________________________________
BAE105-COMMUNICATIVE ENGLISH-1 (Th)
Unit-1: Fundamentals of Communication-Need, Purpose, Nature,
Models, Barriers to communication & overcoming the barriers
Unit-2: Listening on The-Job- Definition, Levels and types
of listening, Listening barriers, Guidelines for effective listening &
Listening computerization and note taking
Unit-3: Effective Speaking- Restaurant and hotel English,
Polite and effective enquiries and responses, Addressing a group. Essential
qualities of a good speaker, Audience analysis & Defining the purpose of a
speech, organizing the ideas and delivering the speech
Unit-4: Non-Verbal Communication-Definition, its importance
and its inevitability, Kinesics: Body movements, facial expressions, posture,
eye contact etc. A) Protemies: The communication use of space B) Paralanguage:
Vocal behaviour and its impact on verbal communication. Communicative use of
artifacts - furniture, plants, colours, architects etc
Unit-5: Speech Improvement-Pronunciation, stress, accent,
important of speech in hotels, Common phonetic difficulties, Connective drills
exercises & Introduction to frequently used foreign sounds. USING THE
TELEPHONE-The nature of telephone activity in the hotel industry, the need for
developing telephone skills & developing telephone skills
________________________________________
BSE106-ENVIRONMENTAL STUDIES
Unit 1: Multidisciplinary nature of environmental studies:
Definition, scope and importance, Need for public awareness.
Unit 2: Natural Resources: Renewable and non-renewable
resources: Natural resources and associated problems. a) Forest resources: Use
and over-exploitation, deforestation, case studies. Timber extraction, mining,
dams and their effects on forest and tribal people. b) Water resources: Use and
over-utilization of surface and ground water, floods, drought, conflicts over
water, dams-benefits and problems. c) Mineral resources: Use and exploitation,
environmental effects of extracting and using mineral resources, case studies.
d) Food resources: World food problems, changes caused by agriculture and
overgrazing, effects of modern agriculture, fertilizer-pesticide problems,
water logging, salinity, case studies. e) Energy resources: Growing energy
needs, renewable and non renewable energy sources, use of alternate energy
sources. Case studies. f) Land resources: Land as a resource, land degradation,
man induced landslides, soil erosion and desertification. Role of an individual
in conservation of natural resources: Equitable use of resoureces for
sustainable lifestyles.
Unit 3: Ecosystems Concept of an ecosystem. IV Structure and
function of an ecosystem. Producers, consumers and decomposers. Energy flow in
the ecosystem. Ecological succession. Food chains, food webs and ecological
pyramids. Introduction, types, characteristic features, structure and function
of the following ecosystem :- a. Forest ecosystem b. Grassland ecosystem c.
Desert ecosystem d. Aquatic ecosystems (ponds, streams, lakes, rivers, oceans,
estuaries)
Unit 4: Biodiversity and its conservation Introduction - Definition: genetic, species and ecosystem diversity. Biogeographical classification of India Value of biodiversity consumptive use, productive use, social, ethical, aesthetic and option values
⚫ Biodiversity at global,
National and local levels. Inida as a mega-diversity nation V Hot-sports of biodiversity.
Threats to biodiversity: habitat loss, poaching of wildlife, man-wildlife
conflicts. Endangered and endemic species of India Conservation of
biodiversity: In-situ and Ex-situ conservation of biodiversity.
Unit 5: Environmental Pollution Definition Cause, effects and control measures of :- a. Air pollution b. Water pollution c. Soil pollution d. Marine pollution e. Noise pollution f. Thermal pollution g. Nuclear hazards. Solid waste Management: Causes, effects and control measures of urban and industrial wastes. Role of an individual in prevention of pollution. Pollution case studies.
⚫ Diaster management: floods,
earthquake, cyclone and landslides.
Unit 6: Social Issues and the Environment. From Unsustainable to Sustainable development
⚫ Urban problems related to energy •Water conservation, rain water harvesting, watershed management Resettlement and rahabilitation of people; its problems and concerns. Case Studies Environmental ethics: Issues and possible solutions. Climate change, global warming, acid rain, ozone layer depletion, nuclear accidents and holocaust. Case Studies. Wasteland reclamation. Consumerism and waste products.
⚫
Environment Protection Act. Air (Prevention and Control of Pollution) Act.
Water (Prevention and control of Pollution) Act: Wildlife Protection Act Forest
Conservation Act Issues involved in enforcement of environmental legislation.
Public awareness.
Unit 7: Human Population and the Environment. Population
growth, variation among nations. Population explosion - Family Welfare
Programme. VII. Environment and human health. Human Rights. Value Education.
HIV/AIDS. Women and Child Welfare. Role of Information Technology in
Environment and human health. Case Studies.
Unit 8: Field work. Visit to a local area to document environmental, assets river/forest/grassland/hill/mountain
⚫
Visit to a local polluted, site-Urban/Rural/Industrial/Agricultural Study of
common plants, insects, birds. Study of simple ecosystems-pond, river, hill
slopes, etc. (Field work Equal to 5 lecture hours)
________________________________________
Value-l-Yoga-l
Unit-1: Meaning, History and Development of Yoga, The
fundamentals of Yoga, Yogic Practices for Health and Wellness, General
guidelines for Yogic Practice.
Unit-2: Prayer: Concept and recitation of Pranava -akara,
ukara, makara, bindhu, nAtham. (aum). Cleansing Practice (Technique,
Contraindications and Benefits): Kapalabhati
Unit-3: Chalana Kriya/Loosening Practice (Technique,
Contraindications and Benefits): Neck Movement (Griva Shakti Vikasaka I, II,
III, IV), Shoulder Movement, Bhuja Valli Shakti Vikasaka
Unit-4: Yogasana-l: Standing Posture-Padmnasan/sukhasan,
Tadasana, Vrikshasana, Sitting Posture-Bhadrasana, Vajrasana, Ardha-Ushtrasana,
& Ushtrasana,, Prone Posture-Makarasana, Bhujangasana, Shalabhasana. Supine
Posture (Lying on back)- Uttanapadasana, Ardhahalasana,& Setubandhasana
Unit-5: Pranayama (Technique, Contraindications and
Benefits): AnulmoaViloma/NadiShodhana, Ujjaye (without Kumbhaka), Shitali
(without Kumbhaka), Bhramari (without Kumbhaka), Dhyana (Technique and
Benefits)-Body Awareness, Breath Awareness & Yoga Nidra