Modul Book RWLP M1 2014151

Real World Learning 1 2014-2015 M 1
Real World Learning 1

Module Book
Hospitality Management (IHM)
Stenden Hotel Management School
Year 1, period 1
Academic year 2014 2015
Stenden Hotel Management School 18-10-2014
Preface
Dear future hoteliers,

It is my pleasure to welcome you as one of our team members within Stenden Hotel. You have
chosen a profession in the wonderful world of hospitality, one of the fastest growing industries in
the world. The beauty of our industry is the fact that it offers global opportunities and it involves
taking care of people in beautiful settings that you co-create. The secret to a successful start of
your career lies in understanding the true essence of hospitality that will make your guests become
raving fans of your product and service.
You can read about this in your study books, but the only way to truly experience this is by
practicing in a Real World environment. This is why Stenden Hotel has been instrumental in
providing our alumni with a head start in their careers for over 25 years. During your practice
period (1st, 2nd and 3rd year), you will have the opportunity to practice your hostmanship,
leadership and the necessary technical skills within the various departments of our hotel. This is the
time for you to find out where your true talents lie and to develop these further in preparation for
your first job or internship.
Dont be afraid to make mistakes, make sure you learn from and above all, have fun
We have set the stage, now go out and give your best performance!
Yours sincerely,
Jorn Wisselink
GM Stenden Hotel
Contact persons:
Module coordinators:
Jan Bossema
jan.bossema@stendenhotel.com
La Verne York
laverne.York@stendenhotel.com
Jorn Wisselink
jorn.wisselink@stenden.com
Room 5 (Stenden Hotel)

Stenden University is a University of Applied Sciences.
Table of Contents
1. INTRODUCTION.....................................................................................................1
2. MODULE AND UNIT OBJECTIVES............................................................................3
2.1
2.2
2.3
MODULE LEARNING OUTCOME......................................................................................3

UNIT LEARNING OUTCOMES........................................................................................3
PRIOR KNOWLEDGE..................................................................................................3
3. STRUCTURE AND CONTENT UNITS.........................................................................4

3.1
3.2
3.3
OVERVIEW TRAINING CONTENT OF MODULE......................................................................5

DELIVERY.............................................................................................................6
LEVEL OF ORGANIZATION:..........................................................................................6
4. STENDEN HOTEL....................................................................................................7
4.1 ROOMS DIVISION....................................................................................................7
4.1.1 Front office department..................................................................................7
4.1.2 Housekeeping................................................................................................7
4.2 FOOD AND BEVERAGE...............................................................................................8
4.2.1 Restaurant....................................................................................................8
4.2.2 Kitchen.........................................................................................................8
4.2.3 Facilities.......................................................................................................8
4.3 STAFF DEPARTMENT..................................................................................................9
4.3.1 Management.................................................................................................9
4.3.2 HRM/Learning and Development....................................................................10
5. CAREER DEVELOPMENT IN PRACTICE..................................................................10
6. ASSESSMENT IN PRACTICE..................................................................................11
6.1
6.2
6.3
6.4
6.5
ASSESSMENT PER UNIT............................................................................................12

AWARDING OF THE UNIT SCORES................................................................................12
GRADE DISTRIBUTION.............................................................................................13
RE-EXAMINATION POSSIBILITIES.................................................................................13
PLAGIARISM AND FRAUD..........................................................................................14
7. TALENT PASSPORT..............................................................................................15
7.1
7.2
HOW DOES THE TALENT PASSPORT WORK.....................................................................15

EXPECTATION IN PRACTICE.....................................................................................15
8. ABSENCE REPORTING STENDEN HOTEL...............................................................16

8.1
8.2
8.3
8.4
REPORTING BACK TO DUTY.......................................................................................16

SPECIAL OCCASIONS...............................................................................................16
ABSENT WITHOUT NOTIFYING (NO SHOW)....................................................................17
MONITORING OF ABSENCE........................................................................................17
9. LITERATURE........................................................................................................18
APPENDIX A: ASSESSMENT FORM.............................................................................19
Module book
1.
Introduction
Rationale and overview of the year

The purpose of the module Real World Learning 1 is to introduce you to the world of hospitality in
a real hotel environment. In learning by doing, you will identify what hospitality is, and what its key
components and functions are. The focus of this module is on developing personal and professional
competencies required for working in the international hospitality industry. This is supported by
offering you various trainings in technical competences.
This introduction to the industry will be followed in year 2 with development on a tactical level and
in year 3 at a strategic level.
Key words:
Basic professional skills, basic hotel operation knowledge, practical experience, hospitable attitude,
personal and professional growth, career orientation, experiential learning, sense making of theory
and practice, quality systems, hygiene, safety and security.
Concept map:
Real World Learning
Competences
The final qualifications of the BBA Hotel Management have been described in competences. The
table below shows the contribution of the different modules to the achievement of these
competences. The focus of RWL 1 is on competencies 1, 4 and 9.
Coverage of competences in curriculum
1.
Demonstrate the knowledge, skills and attitude necessary to

work effectively in the international hospitality industry.
2.
Demonstrate an understanding of changes and trends in the

internal and external hospitality environment and the role these
play in strategic decision making.
3.
Demonstrate the ability to retrieve and handle information from

a variety of sources (electronic, written, and oral, to effectively
form decisions and policy.
4.
Demonstrate the ability to interact with others constructively,

and to motivate & lead people towards common goals,
respecting diversity, regardless of background and culture.
CDP1
HOP
Year 1
RWL
Demonstrate the ability to assess, enhance and control

processes within the international hospitality industry.
6.
Demonstrate the ability to evaluate a hospitality business (from

a marketing, HRM, operational and financial perspective), and to
propose enhanced processes.
Demonstrate the ability to recognise opportunities in the market

and to translate these into products or services in an
entrepreneurial way.
Demonstrate the ability to communicate in English (B1, C1
CEFR) and a second foreign language (A1 - B1 CEFR)
9.
Demonstrate the ability to be an independent and responsible

learner, able to reflect on their learning and behaviour, in order
to steer and regulate their personal development.
8.
10. Demonstrate an understanding of social responsibility, global

civic awareness and sustainability, and take these into
consideration in decision making.
GE
5.
7.
RES
Module book
2.
2.1
Module and Unit objectives

Module learning outcome
Upon successful completion of this module you will be able to demonstrate a basic ability to perform
in hotel operations within a practical Real World environment.
2.2
Unit learning outcomes
Upon successful completion of these units, you should be able to:

Unit learning outcomes
Contributes to
Competences
Unit : 1 Personal and professional competencies

(6 EC)
Demonstrate the requisite personal and professional attributes
associated with basic operational positions in a real world hospitality
environment.
9. (see table of
competences)
Unit 2: Technical competencies related to F&B departments

(3 EC)
Demonstrate the ability to apply requisite technical competencies
associated in F&B departments within a real world hospitality
environment.
1. (see table of
competences)
Unit 3: Technical competencies related to RD departments

(3 EC)
Demonstrate the ability to apply requisite technical competencies
associated with RD departments within a real world hospitality
environment.
2.3
1. (see table of
competences)
Prior knowledge
Admission to this module requires a Dutch high school or equivalent international institute diploma,
or being a PRO-HHO student. You are required to have an IELTS level of 6.0.
You should be well informed about the basic principles of studying at Stenden University
(information of the introduction period: study-start-week) and information on Problem Based
Learning (PBL-tutorials) acquired during the Study Start Week. Some knowledge and/or experience
in the hospitality business could prove advantageous.
Real World Learning
3.
Structure and content units
Unit 1: Personal and professional competences:

At the beginning of the practice period you will receive a Talent Passport for all three practical
periods (year 1, 2 and 3). The aim of this Talent Passport is to highlight growth and to evaluate
cumulative achievement. It also assists you in setting concrete goals for improvement in certain
competencies. Next to this, the passport highlights the personal and professional competencies per
year at a minimum level of application necessary to pass the unit successfully. The indicators
mentioned below are at satisfactory level.
Unit 2: Technical competencies related to F&B departments
Each section of the Food and Beverage department has a set of technical skills you have to master.
These skills are defined within the Talent Passport and are part of the training program. During
participation in a real world situation, you can train and apply these skills under the supervision of a
practical instructor, junior practical instructor, second or third year student. When you are able to
demonstrate these skills sufficiently, the practical instructor will update your Talent Passport. You
have to master all departmental skills in order to pass this unit sufficiently.
Unit 3: Technical competencies related to RD departments
Each section of the Rooms Division Department has a set of technical skills you have to master.
These skills are defined within your Talent Passport and are part of the training program. During
participation in a real world situation, you can train and apply these skills under the supervision of a
practical instructor, junior practical instructor, second or third year student. When you are able to
demonstrate these skills sufficiently, the practical instructor will update your Talent Passport. You
have to master all departmental skills in order to pass the units sufficiently.
Contact and self-study hours
Overall module
Unit 1
Unit 2
Unit 3
Contact hours 40%

134
67
34
34
Self-study 60%
202
101
50
50
Total 100%
336
168
84
84
Explanation of contact and self-study hours;

Contact hours in this module refer to times you attending the various on job trainings offered in the
different departments.
Self-study hours in this module refer to working in practice where you can train, apply and reflect
on what you have learned during the various trainings sessions, including the time you need to
prepare yourself for working in a Real World Learning environment (e.g. reading manuals, elearning, etc.)
Due to the nature of the practical education, training will not be limited to scheduled contact hours
only, but will be ongoing while working in the hotel, when feedback is given on tasks performed.
This includes both skills and personal and professional conduct.
Module book
3.1
Overview training content of module

Rooms division
Front office
Introduction Front office
Guest contact
PMS Systems
Telephone handling
Sales
Housekeeping
Feedback
Introduction housekeeping
Guest contact
Department, procedures and

organisation
Departmental etiquettes
Communication (Formal)
Guest satisfaction
Check in/check out
Guest profile
Cashiering skills
Management reports
Operate the telephone according to
departmental etiquettes
Switchboard
Up and cross selling
Online reputation management
Receive and providing
organisation
Guest satisfaction
Sorting, setting in order,
systematic cleaning, standardizing,
sustain,
ergonomics
Green key, ISO, HACCP, star
classification
Housekeeping organization
Quality systems
Feedback
Food and beverage

Training
Department
Primary content
(Basic understanding and applying)
Restaurant
Introduction restaurant
Guest contact
POS systems
Product knowledge
Sustainability in the restaurant
Quality systems
Feedback
Safety and security
Basic skills

organisation
Guest satisfaction
Serving methods
Carrying methods
Cash register handling
Products related to the menu card
Concept knowledge
classification
Company rules and procedures
Real World Learning
Kitchen
Introduction kitchen
Basic skills
Product knowledge
Sustainability in the kitchen
Feedback
Quality systems
Safety and security

Introduction catering
Basic skill
POS Systems
Quality systems
Hygiene
Hygiene
Internal
catering
Safety and security
3.2

organisation
Cooking methods
Knife handling
Kitchen equipment
Personal hygiene
Food hygiene
Kitchen hygiene
(HACCP)
Products related to the menu card
Service concept Concept
classification
organisation
See skills restaurant and kitchen
Cash register
classification
Personal hygiene
Food hygiene
Kitchen hygiene
(HACCP)
Hygiene code for catering
Delivery
The various workshop and trainings will be given by practical instructors, junior practical instructors
or a specialist from the industry.
During the application of your skills, you will be guided by a second or third year student.
Method:
Training on the job, coaching, learning by doing in a real world environment and E-learning
3.3
Level of organization:
All practical related terminology, methods, skills, ICT procedures are based on industry standards
and will be offered during on the job training classes.
Module book
4.
Stenden Hotel
A brief explanation of the different departments in Stenden Hotel.
4.1
Rooms Division
4.1.1
Front office department
The Front Office is a central and important department of the hotel. It is the first physical contact
with the guest (first impression is very important); every guest must be made to feel welcome. It is
an area where all questions from guests are directed. In order to assist guests efficiently, it is
important that you have extensive knowledge of the hotel and the surroundings. It is also the
department where the last contact with the guests takes place. Thus it is important that this contact
runs smoothly and pleasantly so that guests leave the hotel feeling cared for and will return for
another visit.
Name
Function
E-mail address
Marijke de Beer
Rooms Division Manager
marijke.de.beer@stendenhotel.com
Anja de Vos
Practical instructor
anja.de.vos@stendenhotel.com
Jodie Steiger
jodie.steiger@stendenhotel.com
Jan Tekelenburg
Practical instructor (Night)
jan.tekelenburg@stendenhotel.com
Karst Adema
karst.adema@stendenhotel.com
Alecse Mandache
Alecse.mandach@stendenhotel.com
4.1.2
Housekeeping
The Housekeeping department, the soul of the Stenden hotel, guarantees that guests have a
pleasant stay within our lodging facilities. It is a very important department, as every guest expects
a clean hotel room where all facilities are in working order. The Housekeeping department organises
the cleaning duties of the hotel rooms and general areas.
Name
Function
E-mail address
Anita van der Meer
anita.van.der.meer@stendenhotel.com
Patricia Wewer
patricia.wewer@stendenhotel.com
10
Real World Learning
4.2
Food and beverage
4.2.1
Restaurant
The Restaurant department serves to a maximum of 100 persons within the Restaurant as well as
the Bar and Lobby. The Restaurant offers a variety of seasonal dishes, under the concept of the New
Dutch Cuisine.
Name
Function
E-mail address
Douwe Wiersma
douwe.wiersma@stenden.com
Rilana Mos
rilana.mos@stenden.com
Shane de Bruyn
shane.de.bruyn@stenden.com
Esther Alstein
esther.alstein@stenden.com
4.2.2
Kitchen
The kitchen is responsible for all the food production of Stenden hotel. This task starts early in the
morning with breakfast, lunch, dinner and ends with desserts or late snacks in the bar. All food and
drink products produced within the Food and Beverage Department are 100% sustainable and go
hand-in-hand with the concept New Dutch Cuisine Mr. Albert Kooy.
Name
Function
E-mail address
Albert Kooy
Executive chef
albert.kooy@stenden.com
Eelco Bleeker
eelco.bleeker@stendenhotel.com
Marco Lexmond
marco.lexmond@stendenhotel.com
Liudger van der Meer
liudger.van.der.meer@stendenhotel.com
4.2.3
Facilities
Canteen
Our Company restaurant known as the Canteen is located at the ground floor of the main Stenden
building. This restaurant offers a wide food and beverage assortment: a variety of sandwiches,
dairy, bread, salads, snacks and the daily dish are fresh prepared. In the week-menu, which is
published daily on Facebook and Twitter, you can find an overview of the dishes, soups, snacks and
sandwiches. The restaurant is open from Monday to Friday between 08.00 and 19.30 hrs; the selfservice centre is open between 09.15 and 18.30 hrs (on Friday we close at 18.00 hours).
Our company restaurant is representative of the professional contract catering field. You have the
opportunity to orient yourself in the contract catering industry, which is becoming a more and more
essential part of todays hospitality industry.
11
Module book
IF
The Fast Food restaurant IF is also a Stenden company restaurant and is located at the ground floor
near the atrium and the library. Here different kinds of fresh made sandwiches, coffees, buns,
wraps, pizzas and drinks are prepared and served. It is open from 08:30-15:30 daily except for
study weeks and holidays.
Facilities
The Facility Department is a part of Stenden University Catering. In this department you have to
deal with what we call the internal guest; this means that staff of Stenden University and all
students are our guest. The department contains several outlets and sub-departments: two
restaurants, meeting services, vending services and stewarding.
Internal catering
The department is responsible for: refilling, cleaning of all the coffee machines, vending machines;
meeting services and the stewarding department.
Stewarding and storing
You will have to deal with dirty dishes and transporting them, storage and distribution of clean
dishes. Also the removal of waste materials, such as organic waste, paper, glass and small chemical
waste is done by this department.
Name
Function
E-mail address
Herman Schrage
herman.schrage@stendenhotel.com
John Legebeke
john.legebeke@stendenhotel.com
Yvonne van Gelderen
yvonne.van.gelderen@stendenhotel.com
Johan Cuperus
Practical Instructor
johan.cuperus@stendenhotel.com
Zoe DAboy
Practical Instructor
zoe.d.aboy@stendenhotel.com
Tristan Delstra
tristan.delstra@stendenhotel.com
4.3
Staff department
4.3.1
Management
Name
Function
E-mail address
Jorn Wisselink
General Manager
jorn.wisselink@stenden.com
Douwe van Dijk
Food and Beverage

Manager
douwe.van.dijk@stendenhotel.com
Marit de Vries
Manager of Booking Office
marit.de.vries@stendenhotel.com
Albert Kooy
Executive Chef
albert.kooij@stendenhotel.com
Jan Bossema
Learning and
Development Manager
La Verne York
Human Resource Manager
laverne.york@stendenhotel.com
Victoria Snouck
Hurgronje
PA to GM
victoria.snouckhurgronje@stendenhotel.co
m
12
Real World Learning
4.3.2
HRM/Learning and Development
Name
La Verne York
Jan Bossema
5.
Function
Human Resource Manager/ Practical
Instructor
Learning and Development Manager
E-mail address
Career development in practice
Career Development (CDP) is a programme that you will follow throughout your time at Stenden.
The CDP will run along the current modules you take the coming three years. This programme was
created to support regular reflection, which in turn supports learning and competence development.
These are important for any student and future professional in order to be successful. Thus CDP is
developed to support you in being successful.
Each week you will meet with your coach and your group. During these meetings you will reflect on
your experiences in the RWL1 module and other relevant topics
13
Module book
6.
Assessment in practice
The fact that IHM embraces Real World Learning, and in particular Problem Based Learning (PBL)
and Experiential Learning (Real World Learning in Practice and Placement) means that the
programme is ideally equipped to monitor, record and report on students attitude.
To ensure consistency across the programme we will be using the same criteria for all related
programme activities (including PBL, practice, extracurricular activities and placement). To ensure
the criteria are applied equally, all stakeholders (including tutors, practice instructors, industry
supervisors) will be responsible for evaluation and the student will be responsible for collecting this
feedback and presenting it to their coach.
At the end of each year you will receive your professional conduct profile. This will be a collection of
evidence from your tutors, practical instructors and coach and is a reflection of your attitude
throughout the year. At the end of your four years you will receive a transcript (an overview of your
knowledge and skills) and your professional conduct profile (an overview of your attitude and
behaviour).
The 3Ps of Professional Conduct
To make things very clear and simple, all students will be monitored and assessed against their
performance with respect to the 3Ps.Prepared, Participatory and Professional.
Each criterion, of course, has a number of indicators, which includes (but is not limited to) main
ones listed below:
Criteria
Prepared
Participatory
Professional
14
Indicators
Is on time and sticks to deadlines
Undertakes required preparation work
Brings necessary equipment and information
Has appropriate appearance
Actively participates
Shows an interest in/ listens to others
Provides constructive input/ feedback
Respects others and cultural differences
Shows responsibility for the group process
Communicates clearly and appropriately
Supports/ guides/ motivates others
Is able to reflect on and change own attitude/
behaviour
Proposes solutions
Is hospitable to guests and colleagues
Real World Learning
6.1
Assessment per unit
Unit: 1 Personal and professional competencies

The criteria of the professional conduct profile are used to assess your performance in this module.
In this respect, it is important to know that there is a clear distinction between observation and
assessment. You start working in a professional setting right away, but you will not be expected to
perform at the level of an industry professional immediately. The aim of the module is to develop
your basic hospitality skills. Making mistakes and learning from them is part of the learning process.
The starting point is that you are expected to participate in the process according to your personal
starting level and that you will improve during module up to the level of the unit learning outcomes,
and thus the module outcome. The development of your personal and professional skills is the basis
for the assessment.
During the module you will be observed and when you participate as expected, you probably will
not receive a lot of (formal) feedback. This reflects Real World Learning, as when you start a new
job, you will also not continuously receive (formal) feedback. Most feedback is given on the job, as
and when you are performing tasks in order to improve your skills/competences. The practical
instructor, departmental manager or supervisor will make short notes of the observations and
feedback. Feedback can either be given as a tip; which is meant to help you develop your
competencies or can be given as a top for outstanding performance. Both examples are however
observations and will be used as input for the final assessment.
At the end of a period the actual assessment will take place based on the observations. The
assessment is an evaluation of your progress during the module and your achieved end level.
Unit 2 & 3: Technical competencies related to F&B and RD departments
Each department has a set of technical skills you have to master. These skills are defined within the
Talent Passport and part of the training program. During participation in a real world situation, you
can train and apply these skills under the supervision of a practical instructor. When you are able to
demonstrate the skills sufficiently, the practical instructor will update the competency via the Talent
Passport. You have to master all departmental skills in order to pass these units sufficiently.
6.2
Awarding of the unit scores
Unit 1:
The final score will be awarded after 100 % participation and is mastered on satisfactory level (pass
mark 5.5).
Unit 2:
The final score will be awarded after mastering all skills on a satisfactory level (pass)
Unit 3:
The final score will be awarded after mastering all skills on a satisfactory level (pass)
15
Module book
6.3
Grade distribution
Module assessment
Type of
assessment
Individual
or group
Pass
mark
Assessor
Assessment
Time
Observation
individual
5.5
Practical
instructor
Assessment on
the job
Observation
Skills test
Individual
Sufficient
Practical
instructor
Assessment on
the job
Observation
Skills test
individual
Sufficient
Practical
instructor
Assessment on
the job
Unit 1
Personal and
professional
competencies
Unit 2
Technical
competencies related
to F&B departments
Unit 3
Technical
competencies related
to RD departments
6.4
Re-examination possibilities
In case of absence:
All catch-up days should be arranged within the first two weeks of the following module period at
the latest.
In case you have failed one or more units:
Please refer to the Teaching and Examination Regulations (TER) in the course guide of the current
academic year (appendix H, article 9), which can be found on Black Board.
Failed unit one:
If you fail to meet the requirements for unit one, you have to re-sit the entire unit.
Failed unit two:
If you fail to meet the requirements of unit two you have to re-sit only the skills which are graded
insufficiently.
Failed unit three:
If you fail to meet the requirements of unit three you have to re-sit only the skills which are graded
insufficiently.
16
Real World Learning
6.5
Plagiarism and fraud
Plagiarism
It is mandatory to submit your assignments digitally on Blackboard. All assignments must also be
submitted in hard copy at the service desk. Ensure that the assignments are written in your own
words; copy-paste is not acceptable. The assignments will be tested for plagiarism; when there is
suspicion of fraud it will be reported to the exam committee. Plagiarism may lead to full suspension
of the education. See for further information: http://www.lc.unsw.edu.au/plagiarism/recognise_1.html
Fraud
Fraud is defined as any dishonest act or omission that causes a loss to the Stenden Hotel, or results
in an unauthorised benefit or advantage, whether to the person acting or omitting to a third person;
and its deliberate or reckless in relation to the harm caused or the benefit/advantage obtained.
Stenden Hotels Policy on Fraud and Corruption stands in direct alignment with that of Stenden
Guidelines on dealing with such issues. This policy clarifies the responsibilities of all employees and
students in creating an honest, ethical and professional workplace and outlines the requirements
and protocols for raising issues of suspected fraud and corruption issues and the referral to those
issues to the General Manager and consequently to the module coordinators and the Exam
Committee.
Fraudulent and corrupt conduct generally involved behaviour that is deliberately dishonest or
deceitful and involves the abuse of trust, which leads to a person gaining a benefit from these types
of actions.
It also includes, but is not limited to the following:
Forgery or alterations of documents;
Deliberately altering or reporting incorrect information;
Unauthorised use of Stenden Hotel property, equipment, materials and records for personal
advantage or gain;
Bribery;
Conduct in an unethical practise where in a student will grant a friend or other person a discount
or registers fewer items than purchased or does not charge products at all. This practise is
referred to as sweet hearting.
Students and employees at all levels within the hotel have a duty to report any act or situation that
may be suspected as fraudulent or corrupt as soon as they are aware of these circumstances. If you
believe that a person is involved in fraudulent or corrupt activities, you should follow Stenden
hotels normal channels for reporting misconduct, which are to raise the issue directly with a
Practical Instructor and General Manager.
17
Module book
7.
Talent passport
The "Talent Passport" is a document that outlines your development within the practical part of the
SHM program. This document highlights your feedback, assessment, achievements, disciplinary
actions, as well as training progress. Its overall aim is to highlight growth and evaluate cumulative
achievement. It also assists you in setting concrete goals for improvement in specific competencies.
You can also use the Talent Passport in your portfolio of the Career Development programme.
Therefore, your Talent passport should provide an illustration of growth or change over time as it
pertains to the competencies students are assessed upon:
assists in the developing of progress skills such as self-evaluations and goal-setting;
assists in identifying strengths and weaknesses;
documenting achievement for grading purposes; and
documenting progress towards module objectives and standards.
7.1
How does the Talent Passport work
You will receive oral feedback at least every two days from your supervisor, manager and/or
practical instructor. This oral feedback is written down in the Talent Passport (found on the feedback
drive of designated computers within the hotel). Based upon this feedback you are awarded with a
score outlined in a previous section of this book. At the end of each week, via mail you will receive
your feedback digitally from your practical instructor. Please be advised that practical instructors
have the overall authority as it pertains to grading students. It is the responsibility of a student to
ensure that their personal feedback is written and sent weekly.
Dont underestimate the power of oral feedback given during the briefing and debriefing, not all
feedback you will find in your passport.
7.2
Expectation in practice
Be aware of the fact that as soon as you enter Stenden Hotel you will be part of and participate in a
professional environment in a commercial setting. Working within this environment means that the
daily operation will differ per day. Some days are extremely busy, others less.
This influences your daily performance and thus your preparation, participation and behaviour. The
expectations of your performance can differ per day.
Thats the reason you will find the word Expectation in the assessment overview. What the
different departments expect from you based on preparation, participation and behaviour you will
find in this module book, departmental manual, the A, B, Cs of Stenden Hotel and during the
introduction lectures. When it is not 100% clear what will be expected from you it is your
responsibility to acquainted yourselves with that information. The team of practical instructors of
Stenden Hotel are more than willing to provide you with all necessary information.
18
Real World Learning
8.
Absence reporting Stenden Hotel
In the event of absence you are required to inform the HRM department and your practical
department about your absenteeism.
Shift
Time
Number
Shift before 7a.m.
Call at least 30 minutes prior to

the start of your shift
Morning shift
call before
08:00 a.m.
Evening shift
call before
10:00 a.m.
058 3030855
HRM will ask for your name, student number, department, reason and status of absence. Your call
will then be transferred to the respective department where you have to inform the departmental
management. A note of your absenteeism will be made in your Talent Passport. Regular
absenteeism will be reported to your personal coach and may have consequences for passing the
module.
In case of long-term absenteeism, you have to contact both the HRM and the module coordinators
on the first day of absence. These are:
Jan Bossema
janbossema@stendenhotel.com
La Verne York
8.1
Reporting back to duty
You should contact your departmental head at most one week after being back at work to
arrange a catch-up day.

After completing the catch-up day(s), your Practical Instructor will update your Talent Passport
accordingly.
All catch-up days should be arranged within the first two weeks of the following module period
at the latest.
If you did not follow the procedure as stated above and / or with doubts about the reason of
absence - you are NOT allowed to arrange catch up days without consulting the module
coordinators.
8.2
Special occasions
In case of planned events (anniversaries, weddings, etc) you should contact the Practical Instructor
at least two weeks prior to the event.
In case of funerals or any other unplanned events, actions will be conducted in accordance with the
Horeca CAO (Collective Labour Agreement for hotels, restaurants and related industries)
We offer the opportunity to change shifts with other students. This has to be approved and signed
by the practical instructor in advance.
19
Module book
8.3
Absent without notifying (No Show)
A no-show is a student who misses a practice day without informing the Human Resource
Department of Stenden before or on the same day.
A student should inform the HR department by telephone within the time-boundaries found in
chapter 8 of this module boo or the Code of Conduct for Practical Students.
If not:
1st time no-show in a certain module period: An email is sent to the student (student will sign
letter after day of return, acknowledging that he did not follow the proper procedures).
2nd time no-show in the same module period: An email is sent to both the student and the
Career Coach of the student (last warning and informing).

3rd time no show in the same module period: The student has failed the module.
8.4
Monitoring of absence
More than 3 days absent the personal coach will be informed

After 5 days of absence, you have to write a plan of action with regards to how you will complete
the module.
20
Real World Learning
9.
Literature
Essential literature (as per booklist)

Literature is based on the theoretical related modules
Recommended literature and information
Kooy, A., (2007). The New Dutch Cuisine. Zutphen: KM Publishers
Cavagnaro, E. & Curiel, G. (2012). The three levels of sustainability. Sheffield: Greenleaf publishing
Jansen, A.M., (2008). Rooms Division Management. Meppel, EduActief b.v.
Industry related journals

Departmental manuals
Appendix A: Assessment form
Conduct
Professional Conduct
Year 1
Unsatisf
actory
Satisfact
ory
Consistently
fails to meet
expectations.
Consistently
meets the
expectations.
Because......
Because......
Good
Consistently
meets
expectations
, and
occasionally
exceeds.
Because....
..
Excellen
t
Consistently
exceeds
expectations.
Because......
Effect of students
preparation:
Is on time and sticks to
deadlines
Undertakes required
preparation of work
Brings necessary
equipment and
information
Has appropriate
appearance
Effect of students
participation:
Actively participates
Shows interest in/
listens to others
Provides constructive
input/ feedback
Respects others and
cultural differences
21
Module book
Shows responsibility for

the group process
Effect of students
professional behaviour:
Communicates clearly
and appropriately
Supports/ guides/
motivates others
Is able to reflect and
change own attitude/
behaviour
Proposes solutions
Is hospitable to
colleagues and guests
22
Real World Learning

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Real World Learning 1 2014-2015 M 1

Real World Learning 1

Stenden Hotel Management School 18-10-2014

Real World Learning 1 2014-2015 M 1

Dear future hoteliers,

Room 5 (Stenden Hotel)

Stenden University is a University of Applied Sciences.

Stenden Hotel Management School

Real World Learning 1 2014-2015 M 1

MODULE LEARNING OUTCOME......................................................................................3

3. STRUCTURE AND CONTENT UNITS.........................................................................4

OVERVIEW TRAINING CONTENT OF MODULE......................................................................5

ASSESSMENT PER UNIT............................................................................................12

HOW DOES THE TALENT PASSPORT WORK.....................................................................15

8. ABSENCE REPORTING STENDEN HOTEL...............................................................16

REPORTING BACK TO DUTY.......................................................................................16

Stenden Hotel Management School

Rationale and overview of the year

Real World Learning

Real World Learning 1 2014-2015 M 1

Demonstrate the knowledge, skills and attitude necessary to

Demonstrate an understanding of changes and trends in the

Demonstrate the ability to retrieve and handle information from

Demonstrate the ability to interact with others constructively,

Demonstrate the ability to assess, enhance and control

Demonstrate the ability to evaluate a hospitality business (from

Demonstrate the ability to recognise opportunities in the market

Demonstrate the ability to be an independent and responsible

Stenden Hotel Management School

10. Demonstrate an understanding of social responsibility, global

Module and Unit objectives

Unit learning outcomes

Upon successful completion of these units, you should be able to:

Unit : 1 Personal and professional competencies

Unit 2: Technical competencies related to F&B departments

Unit 3: Technical competencies related to RD departments

Real World Learning

Real World Learning 1 2014-2015 M 1

Structure and content units

Unit 1: Personal and professional competences:

Contact hours 40%

Explanation of contact and self-study hours;

Stenden Hotel Management School

Overview training content of module

Introduction Front office

Department, procedures and

Food and beverage

Department, procedures and

Real World Learning

Real World Learning 1 2014-2015 M 1

Safety and security

Safety and security

Department, procedures and

Stenden Hotel Management School

A brief explanation of the different departments in Stenden Hotel.

Front office department

Rooms Division Manager

Practical instructor (Night)

Anita van der Meer

Real World Learning

Real World Learning 1 2014-2015 M 1

Food and beverage

Liudger van der Meer

Stenden Hotel Management School