Syllabus

Course information

Dining Room Operations, HMGT 2305-Lecture
Class hours: 1.5
Class credit: 3

Instructor information

Instructor: Professor Abreu
E-mail: rabreu@citytech.cuny.edu
Phone: (718) 260-5666

Department Mission Statement

The Hospitality Management Department of New York City College of Technology educates students for careers in the hospitality industry through foundational knowledge of hospitality operations and experiences that cultivate diverse perspectives, lifelong learning, collaboration, and community engagement.

Program Learning Outcomes

To graduate students who:

identify and demonstrate skills relevant to the operational areas of hospitality management. (PLO #1)
utilize the dynamics of collaboration in diverse settings. (PLO #2)
demonstrate effective communication skills.
(PLO #3) exhibit the analytical and social skills essential for success in the global workplace. (PLO #4)
value and integrate lifelong learning, civic engagement, ethical reasoning, and social responsibility. (PLO #5)

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 positions with emphasis on responsibilities of planning, producing and evaluating service. Practice of proper safety and sanitation methods. Critique of restaurant service.

Prerequisites

HMGT 1105, HMGT 1202

Course Objectives

Upon completion of HMGT 2305, students will be able to:

Define and explain proper menu terminology
Identify and execute tabletop presentations
Name and describe equipment necessary for all styles of service
Discuss, practice and apply training techniques
Discuss, practice and apply customer service techniques
Analyze service standards

Student Learning Outcomes	Method of Assessment
a. Synthesize menu terminology used in the laboratory and in written communication (HMGT: Knowledge, Gen Ed: Integration; PLO #3)	Laboratory performance, weekly restaurant review reaction memo, service analysis, final practical
b. Demonstrate the ability to identify and execute tabletop presentations (HMGT: Skill)	Laboratory performance, service analysis, final practical
c. Demonstrate the ability to name and describe equipment necessary for all styles of service (HMGT: Skill)	Laboratory performance, service analysis, written assignments, final practical
d. Comprehend training standards and implement training techniques (HMGT: Skill; Gen Ed: Skill)	Laboratory performance, written assignments, final practical
e. Comprehend customer service standards and implement customer service techniques (HMGT: Skill; Gen Ed: Skill)	Laboratory performance, weekly restaurant review reaction memo, written assignments, final practical
f. Gather, interpret, evaluate and apply information about service standards executed and experienced (HMGT Skill; Gen Ed, Integration)	Laboratory performance, weekly restaurant review reaction memo, service analysis, written assignments, final practical

Grading Procedure

Activity	Percent of total grade
Class participation/discussion board	25%
Online reflection	25%
Weekly restaurant review reaction memo	15%
Service analysis	20%
Written assignments	10%
Final practical	15%
Total	100%

Note: All term assignments will be post it on Blackboard

Class Performance – 25 points

Participate online class and discussion board (Lab 15% and lecture 10%). You will be evaluated as follows:

Class participation
Appropriate use of dining room terms
Improvement of service skills throughout the semester
Full points on discussion board will be awarded if you attend class

Online Self-reflection Exercise – 15 points

Weekly posting on discussion board of personal performance
Full points on discussion board will be awarded if you attend class

Weekly Restaurant Review Reaction – 15 points

It is expected that you read the New York Times Food Section, restaurant review written by Pete Wells published every Tuesday night digitally or Wednesday on print. You are to submit a reaction paper in memo form to the following class meeting. Click this link to access New York

Timeshttps://library.citytech.cuny.edu/help/how/nytimes.php

Grade will be evaluated as follows:

Timely submission of reaction
Participation in class discussion
Use of specific and relevant examples as to why you would/would not dine in the reviewed restaurant

Service Analysis – 20 points

You are to write a descriptive essay of your dining expectations of any restaurant known for impeccable service. You will be expected to proper use of restaurant review format

Effective analysis of the service quality
Use of descriptive language to communicate
Thorough research of the selected restaurant

Lecture Assignments – 10 points

Utilizing the text as a foundation, two (2) memos will be assigned covering service themes.

Your grade will be assessed as follows:

Proper use of memo format/organization
Proper use of business style of writing to convey your thoughts and ideas

Service Practical – 15 points

The final analysis will be a compilation of the strategies and techniques learned throughout the semester.

Your grade will be assessed as follows:

Reflection and execution of techniques learned
Proper use of examples as support for the techniques exercised

Grading System

A 93 – 100

A- 90 – 92.9

B+ 87 – 89.9

B 83 – 86.9

B- 80 — 82.9

C+ 77 – 77.9

C 70 – 76.9

D 60 – 69.9

F 59.9 and below

Recommend Text(s)

Strianese, A. J. and Strianese, P. (2008). Dining room and banquet management, (4th ed). New York, NY
Gisslen, W. (2015). Professional cooking. (8th ed). New York, NY
Herbst, S. (2015). The Deluxe Food lover’s companion. (2th ed). New York, NY
Meyer, D. (2006) Setting the table; The transforming power of hospitality in business. New York, NY

Bibliography

Caildini, R. (2016) Pre-suasion: a revolutinary way to influence, New York, NY:Simon & Schuster Paperwork
Kakuzo, O. (2013). The book of tea. New York: Empire Books
Maxwell, J.C. (2013) How successful people lead, New York,NY: Center Street
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 etiquette. New York: Harper Collins.
Zraly, K. (2013). Windows on the world complete wine course. New York: Sperling Epicure.

Course requirements

Operations manual (OM): Create a folder in your computer with heading “DR Operations manual” in this folder save all of the following documents.

calendar
lab rotation and menus: DR, culinary, baking, pastry
course syllabus followed by handouts
training manual
class notes/briefing “menu” worksheets, DR “jargon”
memos/service analysis drafts/abstracts
weekly current analyzed restaurant reviews

Student Accessibility

Qualified students with disabilities, under applicable federal, state, and city laws, seeking reasonable accommodations or academic adjustments must contact the Center for Student Accessibility for information on City Tech’s policies and procedures to obtain such services. Students with questions on eligibility or the need for temporary disability services should also contact the Center at The Center for Student Accessibility:

300 Jay Street, room L-237, 718 260 5143. http://www.citytech.cuny.edu/accessibility/

Professionalism and Participation

The Department of Hospitality Management follows industry standards in order to educate, develop and mentor future hospitality and tourism professionals. In order to successfully complete a course, students must consistently participate in class and meet deadlines

NYC College of Technology Statement on Academic Integrity

Students and all others who work with information, ideas, texts, images, music, inventions, and other intellectual property owe their audience and sources accuracy and honesty in using, crediting, and citing sources. As a community of intellectual and professional workers, the College recognizes its responsibility for providing instruction in information literacy and academic integrity, offering models of good practice, and responding vigilantly and appropriately to infractions of academic integrity. Accordingly, academic dishonesty is prohibited in The City University of New York and at New York City College of Technology and is punishable by penalties, including failing grades, suspension, and expulsion.

As stated in the Academic Integrity Policy Manual,

“academic dishonesty occurs when individuals plagiarize or cheat in the course of their academic work. Plagiarism is the presenting of someone else’s ideas without proper credit or attribution. Cheating is the unauthorized use or attempted use of material, information, notes, study aids, devices or communication during an academic exercise.”

The complete text of the College Academic Integrity Policy Manual may be found on the College website.

Use of Electronic Devices

Students are not permitted to take calls or text message during class. Students may not use their cell phones as calculators. In some instances, an instructor may allow the use of personal electronic devices for in class activities.

Writing Style Statement

The hospitality management department requires that all written work must be prepared using APA Style Publication Manual of the American Psychological Association as a reference guide. This includes editorial formats, abbreviations, use of statistics, graphs, citations and references. Visit the City Tech Library website for APA Style Guides.

Class Meeting Schedule

Go to the Course Materials page for more specific directions

Week	Lecture Topic	Assignment Due
1	Course Objectives and Expectations Business Writing Techniques	NY Times Memo
2	Restaurant Safety Practices Sanitation *Memo #1 scenario*	NY Times Memo
3	Coffee Brewing Seminar	MEMO #1 DUE NY Times Memo
4	Wine Seminar	NY Times Memo
5	Suggestive Selling Techniques *Memo #2 scenario*	NY Times Memo
6	Service Analysis research project	MEMO #2 DUE NY Times Memo
7	Banquet and Private Dining	NY Times Memo
8	Discussion about language	NY Times Memo
9	Dining Room Terms	NY Times Memo
10	Preparation for Final Scenario	Rough Draft of Service Analysis Due NY Times Memo
11	Managing Reservations	NY Times Memo
12	Leadership in Dining Room Operations	Service Analysis Due NY Times Memo
13	Review of Final scenario	NY Times Memo
14	Employee Retention and Recruitment	NY Times Memo
15	Course review	NY Times Memo

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