Diploma in Resort and Tourism Management (Chinese)

Introduction

SD’H’s Resort and Tourism programmes aim to prepare students with up-to-date knowledge and practical skills required for the resort management and tourism management industry. They will be required to undertake and accomplish course works in general business areas. As such, by the end of the course, they would have acquired the skills needed in the business in the business of resorts and tourism management. Students will graduate with cutting edge knowledge of the best industry practices, as well as a service innovation mindset, adding further value to their future employability.

The Diploma in Resort and Tourism Management (Chinese) is awarded by School D’Hospitality. This Diploma is a foundation study for students who seek to progress eventually to Advanced Diploma level. Students must successfully complete all the prescribed modules as prescribed in order to be awarded the Diploma.

Awarding Body

• School D'Hospitality

Diploma Awarded

• Diploma in Resort and Tourism Management 

Entry Requirements

• School D’ Hospitality Diploma or its equivalent
• Higher NITEC Holders, Diploma from recognised institutions or its equivalent

Assessment Methods

• Written Assignments and Examinations

Graduation Requirements

• Obtained a pass in all modules

Duration

• Full-time: 12 months
• Part-time: 18 months

Course Modules

Core Modules

Customer Service Tour Management Applied Tourism Knowledge Human Resource Management Marketing Business English I

Course Synopsis

1. Customer Service

a) Professional Appearance and Attitude

i) A service-oriented attitude as key to success

ii) Showing respect and courtesy

iii) Respecting cultural differences

iv) Communication –non-verbal/verbal communication

v) Telephone skill and first impression

vi) The art of listening

vii) Communication barriers

b) Quality Service

i) Why customer service is important

ii) Creating positive first impression

iii) Perception points

iv) “Art of service begins with me.”

v) What happens when customers’ expectations are not met

vi) Guidelines on managing customers’ concerns or complains

vii) A step-by-step approach to addressing concern

2. Tour Management
a) Tour Itinerary Importance of managing the itinerary and staying on schedule: procedures for contacting industry partners in event of unavoidable delays

b) Tour Commentary

i) Importance of adapting commentary to profile of visitors

ii) Presentation skills

iii) Storytelling techniques

iv) Use of props and audio-visual when delivering commentary

c) Tour Communication

i) Importance of effective communication skills

ii) Importance of interpersonal skills

iii) Importance of current and accurate information

iv) Assurances for current and accurate information

v) Sources for current and accurate information

vi) Conflicts and emergency management

vii) Importance of conflicts resolution skills

viii) Organizational procedures for dealing with accidents and emergencies

3. Applied Tourism Knowledge

a) Promote Singapore

i) History of Singapore

ii) Cultural heritage

iii) Mouth-watering cuisine

iv) Signature events and festivals

b) Promote Singapore Experience

i) Key information about landmarks and memorials

4. Human Resource Management

a) Recruitment and Selection

i) Sourcing suitable candidates

ii) Interviewing applicants

iii) Selecting job candidate

iv) Making job offer

b) Training and Development

i) Conducting training needs assessment

ii) Developing training plan

iii) Implementing training plan

iv) Evaluating training effectiveness

c) Appraisal and Evaluation

i) Planning/scheduling performance appraisal

ii) Conducting performance appraisal interview

iii) Encouraging staff development

d) Termination, dismissal and resignation

i) Terminating employees

ii) Importance of following security procedures

iii) Processing resignation

5. Marketing

a) Marketing strategies

i) Designing new products or services

ii) Determining pricing structures

iii) Developing promotional strategies

iv) Developing loyalty programmes

b) Effective Sales

i) Directing staff to maximise sales

ii) Analysing and monitoring sales

iii) Applying yield management principles

6. Business English I

a) Understand and respond to simple questions about yourself and your life

b) Understand simple conversations

c) Understand English spoken by native speakers at slower than normal speed

d) Read and understand simple articles and public notices

e) Speak clearly but slowly so that others understand you

f) Ask for help when you don’t understand and maintain a basic conversation style when encountering language difficulty

g) Write simple instructions or messages

Course Fees

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Course Timetable

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