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Unit of Study HOTL1001 - Hospitality Services Management (2024)

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Unit Snapshot

  • Enrolment information

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Unit description

Introduces students to the concepts of "customer focus" and "service and experience design".  Students focus on systems and teamwork to ensure that guest needs are addressed quickly and efficiently.

Unit content

  1. Introduction to services management
  2. Multi-dimensionality and inter-disciplinarity of hospitality services
  3. Service quality
  4. Services marketing
  5. Managing the guest experience
  6. Service quality, failure and recovery

Availabilities

Location Domestic International
Brisbane - The Hotel School
Summer Term
Term2
Summer Term
Term2
Hayman Island - Hotel School
Summer Term
Summer Term
Melbourne - The Hotel School
Summer Term
Term2,4
Summer Term
Term2,4
Sydney - The Hotel School
Summer Term
Term2,4
Summer Term
Term2,4

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

On completion of this unit, students should be able to:

demonstrate knowledge of the principles and practices of "customer focus" and "service and experience design"

identify and compare and contrast the links between "service and experience design" and operating systems, policies and procedures

demonstrate the capability to design and propose service policy and procedure that meets a need of a market segment

demonstrate the knowledge and skills to reflect upon the challenges of developing and implementing the policies and procedures of a hospitality operation for a market segment.

Prescribed learning resources

Prescribed Texts
  • No prescribed texts.
Prescribed Resources/Equipment
  • No prescribed resources/equipment.

Prescribed Texts
  • No prescribed texts.
Prescribed Resources/Equipment
  • No prescribed resources/equipment.

Prescribed Texts
  • No prescribed texts.
Prescribed Resources/Equipment
  • No prescribed resources/equipment.

Prescribed Learning Resources may change in future Teaching Periods.