Retail and Hospitality Management
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Domain Track: Retailing and Hospitality Management

Domain Track: Retailing and Hospitality Management

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Domain Track Objectives:

Retail and Hospitality Management is a skill-based industry integrated domain course. It is delivered in a unique experiential learning process of interactive hands-on sessions, beginning with essential theoretical foundations, and progressing to learning how to effectively apply them in the real world.It is primarily focused on the management of Quick service restaurants (QSR).

The objectives of this program are:

  • To make Individuals confident to operate and manage the quick service restaurants (QSR) outlets.
  • To impart skill sets that are required to understand, survive and flourish in the field of customer service.
  • To help the students understand everything they need to know about managing food safety in a food business and keeping your customers safe from food safety hazards.
  • To make the students learn with food-borne illness and allergy incidents, the ways to design and organize workflow to maximize food safety as well as advanced food handling and preparation skills.
  • To design the food menu and pricing strategies for each food item.
  • To design the space planning and the layout of a QSR.
  • To make the individuals develop leadership and team building skills in order to effectively manage the QSR.

Domain Track Learning Outcomes:

This program is expected to develop competencies of students in Retail and Hospitality (R&H) and by the end of the program the students must be able to:

  • Control day to day operations by scheduling labor, ordering food & supplies and developing the team.
  • State the roles and responsibility of QSR Managers.
  • Identify the customer needs and sell the products in the QSR outlet environment.
  • Resolve customer issues and enhance customer satisfaction level.
  • Maintain the merchandise in a store.
  • Run an outlet independently of any formats.
  • Ensure statutory compliance by maintaining registers and licenses.
  • Control P&L by following cash/control security procedures, maintaining inventory.
  • Reviewing financial reports and taking appropriate actions.
  • Ensure food and beverage quality and customer satisfaction.
  • Help you to become an entrepreneur.

Career Scope:

  • Higher studies and Research
  • Self-employment through entrepreneurship
  • Join as café manager and manage the coffee shop

Courses Division:

Code Course Title Credit Theory+Practice+Project
Introduction to retailing and hospitality 2 1+0+1
Merchandising and Customer Service 4 2+1+1
QSR outlet management 2 1+1+0
Food management and handling 3 1+1+1
Leadership and team management 3 2+0+1
Internship 2 0+0+2
Project 4 0+0+4

1. Introduction to retailing and hospitality (25 hours) Credit (1+0+1)

Learning Outcomes:
  • To be able to understand the concepts of effective retailing.
  • To develop knowledge of various retail formats particularly in food and QSR related cases.
  • To get a helicopter view on QSR outlets.
Module I: Introduction to world of Retailing:

Its economic significance and opportunities. Types of retailers: trends in retailing, retailer characteristics, food and General Management merchandise retailers, non-store retail formats, services retailing and types of ownership. Multichannel retailing: retail channels and shopping in future.

Module II:An overview of QSR:

Its types, functions, characteristics, attributes and Job roles of a QSR Manager/Outlet In-charge.


Students to visit a QSR outlet to study various departments and basic functions. And then to submit a detailed report of what all they observed in the outlet.

2. Merchandisingand customer service (50 hours) Credit (2+1+1)

Learning Outcomes:
  • To make the students learn the display and labeling techniques in a retail store.
  • To enable the students to get familiar with health, hygiene, safety and environmental standards.
  • To develop the important managerial and life skills related to merchandizing and customer relations.
  • Students shall be able to design service quality measurements to build customer loyalty and evaluate the effectiveness and efficiency of customer service offerings.
  • Students shall be able to understand the roles played by employees and customers during service delivery with the application towards a QSR outlet.
  • Students shall be able to explain service blueprinting and its application to a QSR outlet.
Module I: Preparing Display Areas and Goods in a Retail Store

Identifying need for the display in relation to stock, space, position of the display and dates; Checking that the display area is right size and report any concerns promptly; Gathering the materials, equipment and stock that is needed for the display and check that they are clean, safe and in good working order; Following company procedures for clearing, cleaning and preparing the display area before use.

Module II: Dismantling Displays in a Retail Store

Setting up and dismantling the display safely, in line with the plans and within the time allowed; Checking the display has the levels of stock needed; Cleaning and storing the equipment and excess materials, getting rid of waste safely, correctly and promptly; Protecting the parts of the display from being damaged during dismantling; Returning the parts of display to the appropriate places promptly and if needed in a saleable condition; Getting rid of unwanted materials safely and keeping accurate records of this; Cleaning display sites and parts using safe and approved cleaning materials and equipment.

Module III: Managing customer service

Service quality dimensions, Service quality and measurement SERVQUAL Service failure and recovery, CRM approaches in retailing, Importance of customer service.

Module IV: Role of Employees and Customers in service delivery

Role of Intermediaries Service process and blue printing, Service scape, Demand and capacity management.

Practice / Role play:
  • Steps of customer service at a QSR outlet.
  • Customer interaction and feedback collection.
  • Dos and Don’ts of customer service.
  • Resolving Customer Concerns
  • Service recovery
  • Establish effective rapport with customers.
  • Respond appropriately to customers.
  • Solve immediate customer service problems
  • Communicate correct and relevant information to customers.
  • Identify repeated customer service problems and options for solving them.
  • Address customer needs, comments, and complaints with the design of an effective complaint management system
  • Visit a QSR outlet to observe what sort of complaints normally arise and how the manager deals with it.
  • Visit the QSR outlet to do the customer service analysis (Employee grooming, product knowledge, communication, customer interaction, presentation, etc.).

3. QSR outlet management (25 hours)Credit (1+1+0)

Learning Outcomes:
  • Students shall be able to understand the inventory and the supply chain issues in a QSR outlet.
  • Students shall be able to design effective HR policies to maximize the employee/staff productivity.
  • Students shall be able to understand the importance of displays and the store layout suitable to a QSR outlet.
Module I: Inventory, logistics and supply chain management of QSR

Supply chain, retail logistics, physical distribution, retail inventory and warehouse management and e-logistics with respect to QSR

Module II: Dismantling Displays in a Retail Store

Strategic retail planning process, business operations and financial developments: the structure of business, budgeting in retail, investment decisions, financial evaluation, strategic profit model.

Module III: Store administration

Store layout, design and visualmerchandising: objectives of good store design, space planning, merchandise presentation techniques,importance of atmospherics, recruiting and selecting store employees, socializing and training, motivation andevaluating employees.

Practice / Role play:
  • Track stock levels of food, supplies, and equipment, forecast needs, and oversee ordering, as necessary.
  • Take ownership of budgets and cost control methods to minimize expenses
  • Ensure all employees are working within outlined operating standards

4. Food management and handling (40 hours)Credit (1+1+1)

Learning Outcomes:
  • Help to prepare students to meet the challenges associated with the Food and Beverage Industry. Able to do the hazard analysis, food safety checks and implement preventive control.
  • Understand the process of food handling.
  • Will be able to prepare food & beverage items to maintain their freshness and quality.
Module I:  Food preparation, service area and staffing

Important points to be considered while planning a layout, Layout of coffee shop, Quick service restaurant. Ensuring the availability of raw materials for preparing food and beverage. Readiness of the different work station for the food & beverage processing.Organization of F & B Department of QSR outlet, Duties and Responsibilities of F & B Staff, Attributes of F & B staff with the steps involved in order of service, Intra & Inter departmental relation with F & B Service.

Module II: Introduction of QSR Equipment:

Classification of equipment (familiarization), Criteria for selection and requirement. Quantity and Types of Crockery, Tableware, Glassware, Linen, Furniture. Care & Maintenance of these equipment’s, Sideboard - its uses, Vending Machines- Importance, Advantage and Disadvantage

Module III:Menu & Menu Planning:

Origin of menu & menu planning objectives, Types of menu, menu planning - consideration & constraints, Menu designing, ordering food & supplies and developing the team. How to control P&L maintaining inventory, wastage management and reviewing financial reports and taking appropriate actions.

Module IV: Health and hygiene for food handlers

For food handler what need to do, contamination of food through illness or unclean. Documenting and maintaining a record of food and beverage while processing like thawing temperature, shelf life, list of allergenic food items etc.

Practice / Role play:
  • Prepare the layout of coffee shop and QSR.
  • Design the menu card for a QSR
  • Prepare and maintain the thawing chart.
  • Take the inventory of ingredients and maintain the FIFO (ingredient storage rack).
  • Look for temperature abuse, especially for frozen food, live signs of thawing. (E.g. water droplets on the product, textural changes, etc.)
  • Students to visit any of the QSR outlets and study different workstations, learn the usage of different equipment etc.
  • Students to do a study on any of the QSR outlets to understand the process of keeping various records during food preparation/handling and safety measures taken by the staff.

5. Leadership and team management (35 hours) Credit (2+0+1)

Learning Outcomes:
  • Develop critical thinking skills and lead the organization.
  • Develop an understanding of change processes and be able to think critically about obstacles to change.
  • Demonstrate organizational leadership capacity.
Module I: Leadership conceptual background

Understanding leaders and leadership, need for leadership, leader’s vs managers, leadership the changing paradigm. Prerequisites of organizational leader

Module II: Theories of leadership

Leadership styles, leadership skills, leadership traits, Concepts of Power & Authority, Managing Conflict, Ethics & Leadership

Module III: Skill of a team leader

Building high performance teams, empowerment of followers, leadership development

Text Books:
  • Leadership and Team Building by UdayHaldar, Oxford Publishing House
  • Berman, B., Evans, J. R. (2008). Retail Management-A Strategic approach. Prentice Hall India
  • Fresh Food Retail Chains in India: Organisation and Impacts - Sukhpal Singh and Naresh Singla (2018), CMA Publications
  • Customer Service in Retailing: Anil Mishra and Ruchi Gupta, Biztantra
Reference Books:
  • Theory of Cookery By K Arora, Publisher: Frank Brothers
  • Food & Beverage Service - Dennis R.Lillicrap. & John .A. Cousins. Publisher: ELBS
  • Peter Northouse – Leadership Theory & Practice
  • Levy, M., Weitz, B., Pandit, A. (2012). Retailing Management. Tata McGraw-Hill. Reprint in 2013.


Retail and Hospitality Management
Domain Track-Retail and Hospitality Management
Domain Track-Retail and Hospitality Management (2)
Domain Track-Retail and Hospitality Management (3)

Our Main Teachers

Dr Sabyasachi Dey

Assistant Professor

Qualification: MBA (Marketing & Finance), UGC-NET Qualified in Management twice (2012 & 2014), Ph.D (Utkal University) Experience: 7.5 years in teaching with more than 2 years post Ph.D experience Publications: 11 (9 journal articles + 2 chapters in edited books) Dr Sabyasachi Dey is an Assistant professor in the area of marketing. His areas of […]