Institute of Tourism Studies Quality Service Charter

Who we are

Our Facilities

Our Study Programmes

How to apply for a programme of study

Part-time Training Programmes and Single Certification courses

Applications by Expatriates

The Selection Process

Our Standards

Complaints

We need your feedback!

Contacting us

Who we are

The Institute of Tourism Studies (ITS) aims to be the highest quality provider of vocational education. In order to achieve this, we continuously seek to identify customer needs, and will develop and use performance indicators to monitor customer satisfaction. At the ITS we have the responsibility of providing the Tourism Industry with people trained to international standards.

We do this by:

• Providing the opportunity for work experience in the industry
• Simulatind real working environments on campus
• Training in a comprehensive range of practical competencies
• Developing and improving intellectual ability in a variety of academic subjects
• Teaching generic skills necessary for a smooth transition into the world of work

 In this way we can equip our students with the necessary skills and knowledge required to gain employment within the Hospitality and Tourism Industry.

We also strive to enhance personal qualities and attributes which enable our students to pursue higher levels of academic learning through the implementation of modern student-centred teaching methods.

Our Facilities

The ITS operates two campuses in Malta and a training centre in Gozo. All campuses are equipped with restaurant and kitchen facilities. The campus situated in St. George's Bay boasts of two individual training kitchens, a demonstration kitchen and three restaurants, two of which is open to the public. A new restaurant catering for larger functions has recently been opened at the Pembroke campus.

For research and IT training purposes, our students have access to a Computer Laboratory which is currently equipped with twenty Pentium computers. They may also make use of a Library & Research Centre which houses a large number of periodicals and books as well as a good selection of audio-visual material.

We also have a Front Office Training Laboratory, designed as a fully functional reception desk where students can practice their Front Office skills and a Travel Agency Laboratory which incorporates a training desk set up to offer a realistic working environment to students choosing this career path.

Students undergoing housekeeping training have access to a  Training Bedroom with ensuite facilities. An additional room is currently being prepared to 5-star hotel standards and will incorporate all of the facilities expected from a hotel of this standard, including computerised room management systems.

The room is designed to 5-star hotel standards and incorporates all the facilities expected from an hotel of this standard. Practical training includes cleaning of the bedroom and bathroom fittings, supervision and customer care skills.

Our Study Programmes

We offer programmes of study at certificate and diploma level in the following areas of study:

• Hospitality management
• Hotel operations

• Accommodation Operations
• Food Preparation and Production
• Food and Beverage Service

Tourism Studies

• Sports, Leisure and Recreation
• Travel Agency Operations
• Tour Guiding

For full course descriptions and entry requirements kindly visit our website at http://its.mitts.net/ or refer to our most recent prospectus of studies available from our offices. The eligibility criteria are outlined in the call for applications issued in the Government Gazette during the month of August under the heading "Entry Requirements" in Annex III/15A.

How to apply for a programme of study

You may pick up an application form from either of our offices mentioned in "Contacting Us" below. This should be completed and submitted together with:

• your birth certificate issued by the Public Registry
• photocopies of all certificates, result slips and all other documents presented, including reference letters. (You will be asked to present the original documents during the interview.)
• four passport-size photographs
• a recent Police Certificate of Conduct
• your identity card.

You may submit your application personally or by mail. All applications sent by post should be sent by registered mail and in sufficient time to ensure receipt by the closing date of application.

Part-Time Training Programmes and Single Certification Courses

The ITS offers a number of part-time courses. Specific training courses may be organised following a request by the industry or if a need is felt for training in a particular area. These may range from one-day management seminars to refresher training courses for couriers and travel agency staff to the popular tourism induction course for school-leavers.

To submit a request for a part-time training course, kindly apply in writing to The Director General at the address found below. We will acknowledge receipt of your application within three working days of receipt and contact you within 10 working days to discuss your request.

You may also apply to attend a single certification course. These courses usually start in October or February. Attendance to these courses is against payment. We also organise one or two-day courses for persons working in the industry who have little or no formal training but have acquired some work experience. These courses may be useful in preparation for City & Guilds Certificate courses.

Non-Maltese Applicants

At our Institute, we give priority to applications for full-time courses by Maltese nationals. However, if you are not Maltese, your application will be considered on its own merits and may be accepted depending on place availability. Should your application be accepted, you will have to pay a €1164.69  tuition fee per semester and will not be entitled to a stipend.

If you have a non-Maltese passport but have one parent of Maltese nationality and are in possession of freedom of movement, you are eligible to apply and will not be charged tuition fees. You will not, however, be entitled to a stipend.

If you are in possession of dual citizenship, you may be accepted as a new entrant and will also be exempt from paying any tuition fees, as long as you produce a certificate from the Department for Citizenship and Expatriate Affairs to that effect. You will also be entitled to a stipend.

The Selection Process

Your application is first assessed and scored on the basis of your academic qualifications and work experience. You will then be invited for a counselling interview during which you will be given information about the programme of study you selected in your application. Following this you will be given an appointment for a formal interview during which the interviewing panel will rate your presentation, personality and experience. The marks obtained at this stage carry a heavy weighting in the final mark which includes the scores obtained on the basis of your qualifications and your interviews. It is important to note that the Board may deem you not eligible for induction into a programme of study at any stage of the selection process.

In all your dealings with our Institute, you may expect us to:

• treat you with courtesy and respect
• respond to requests for information by phone promptly
• respond to requests for information by mail, fax or email within 10 working days of receipt
• issue a receipt of application immediately when submitting an application in person
• acknowledge applications submitted by post within three working days of receipt.

Complaints

If you feel that our service is not to your satisfaction you can immediately lodge a complaint with the member of staff providing the service. If you are still not satisfied with the outcome, you may send a letter or fax giving details of your complaint and addressed to The Registrar at the following address and fax number shown below.

You can expect to receive an acknowledgement within three working days and a full reply within 10 working days from the day you lodge your complaint.

We need your feedback!

We hope that our standard of service is satisfactory to you. Please help us improve the quality of our service by filling in a feedback form and handing it to one of our customer service officers or posting it in the suggestion box at our reception area.

Contacting Us

For further information you may contact us as follows:

February 2001

 Published by Charter Support Unit, OPM

Printed by the Government Printing Press