322004: Soft Skills in Tourism Syllabus for Travel & Tourism 2nd Sem K – Scheme MSBTE

Soft Skills in Tourism detailed Syllabus for Travel & Tourism (TR), K – scheme has been taken from the MSBTE official website and presented for the diploma students. For Subject Code, Subject Name, Lectures, Tutorial, Practical/Drawing, Credits, Theory (Max & Min) Marks, Practical (Max & Min) Marks, Total Marks, and other information, do visit full semester subjects post given below.

For all other MSBTE 2nd Sem Syllabus K – Scheme Travel & Tourism, do visit MSBTE 2nd Sem Syllabus K – Scheme Travel & Tourism Subjects. The detailed Syllabus for soft skills in tourism is as follows.

Rationale

For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
.

Course Outcomes:

Students will be able to achieve & demonstrate the following COs on completion of course based learning

1. Apply the technique of providing effective customer service.
2. Identify the needs of different customers.
3. Identify the attributes required for good customer service.
4. Use the interpersonal and leadership skills at workplace.
5. Use effectively various communication skills to handle customer.

Unit I

Customer Service Orientation 1.1 Developing self confidence. 1.2 Product knowledge – Destinations – tour options – Know your company – Know other competitors and product . 1.3 SWOT analysis, further implementation 1.4 Tour booking conditions. 1.5 Exceeding customers’ expectations. 1.6 Positive language.
Suggested Learning Pedagogy Demonstration Video Demonstrations Role Play

Unit II

For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
.

Unit III

Importance of Customer Service and Good Customer Service 3.1 Customer Service: Meaning, importance. 3.2 Rules for good customer service: Good Listener, apology, give more than expected, get regular feedback, treat employees well. 3.3 Ways to provide customer service. 3.4 Exceptional Customer Service. 3.5 Tips to effective Customer Service. 3.6 Attributes required for good service: Personality, First Impression, Fluency in language, Speaking in customer language , Personal Grooming, Personal Hygiene.
Suggested Learning Pedagogy Improved Lecture Method Group Assignments Report Writing Seminar Video Demonstrations

Unit IV

Interpersonal Skills and Leadership 4.1 Interpersonal skills: Dealing with Seniors, colleagues, juniors, customers, suppliers, contractors. 4.2 Leadership. Improved Lecture Method Group Assignments Report Writing seminars
Suggested Learning Pedagogy Video Demonstrations Field visit

Unit V

For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
.

Practical / Tutorial Experiences

1. * Package explaining Interaction across the counter: (Any 2 Role Plays by each student)
2. * Collect and compare the any one destination package for different travel agencies.
3. * Prepare an assignment on different types of customers and their characteristics.
4. * Visit or meet at least 3 other department students or staff, interact with them, and ask about their interest/reason for travel.
5. *Prepare an assignment on the importance of customers in the tourism industry
6. * Role play on customer service and demo on body language, grooming, and effective communication.
7. * Organise department-level programs/functions and assign different tasks to students.
8. Prepare a report on organized function and write a note on the qualities of the Leader.
9. * Do mock practices of telephone skills required for customer satisfaction
10. * Prepare and present a presentation on any one state of the country.
11. *Do a mock practice to convince customers with positive discussion.
12. Do mock practices of telephone skills required for online sales.

Note : Out of above suggestive LLOs – ‘*’ Marked Practicals (LLOs) Are mandatory. Minimum 80% of above list of lab experiment are to be performed. Judicial mix of LLOs are to be performed to achieve desired outcomes.

Micro Project / Self Learning

Micro project

• 1. Prepare brochures for the tourist destinations
• 2. Prepare videos on package selling practices.
• 3. Participate in any event as volunteers.

Assignment

• 1. Prepare a case study on “Atithi devo bhav” a tradition of Indian culture in playing a role in customer service.
• 2. Visit any nearest travel agency, observe the selling techniques and customer handling, and submit the report.
• 3. Prepare a report on the importance of soft skills in service sectors.

Laboratory Equipment / Software Requried

For the complete Syllabus, results, class timetable, and many other features kindly download the iStudy App
It is a lightweight, easy to use, no images, and no pdfs platform to make students’s lives easier.
.

Learning Materials / Books

1. Andreas Creutzmann Soft Skills for the Professional Services Industry John Wiley & Son 2022
2. Sabina Pillai and Agna Fernandez Soft Skills and Employability Skills Cambridge University Press ISBN-13 9781316981320
3. Graham Mark Miranda Soft Skills in The Hospitality Industry Himalaya Publishing House ISBN-10 ? : ? 9355963297 ISBN-13 ? : ? 978-9355963291
4. Sreehari and Savithri Communication Skills And Soft Skills Pearson India ISBN 9788131734537
5. Nishith Dubey and Anupam Singh Employability Skills Indra Publishing House, 2023, ISBN 978-9393577-68-9
6. Nishith Dubey and Anupam Singh Business Communication Indra Publishing House, 2023, ISBN 978-9393577-69-6

Learning Websites & Portals

1. https://swayam.gov.in/explorer SWAYAM seeks to bridge the digital divide for students who have hitherto remained untouched by the digital revolution and have not been able to join the mainstream of the knowledge economy.
2. https://www.mooc.org/ Massive Open Online Courses (MOOCs) are free online courses available for anyone to enroll. MOOCs provide an affordable and flexible way to learn new skills, advance your career and deliver quality educational experiences at scale
3. https://www.britishcouncil.in/english/corporates/professiona l-skills British council providing English communication skills courses

For detail Syllabus of all other subjects of Travel & Tourism, K – scheme do visit Travel & Tourism 2nd Sem Syllabus for K – scheme.

For all Travel & Tourism results, visit MSBTE Travel & Tourism all semester results direct links.