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Unit of Study HOTL1001 - Hospitality Services Management (2027)

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Unit Snapshot

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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
Summer Term
Term2,4
Summer Term
Term2,4
Melbourne
Summer Term
Term2,4
Summer Term
Term2,4
Online
Summer Term
Term2,4
Summer Term
Term2,4
Perth
Summer Term
Term2,4
Summer Term
Term2,4
Sydney
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:

describe 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

collaboratively design and propose a service policy and procedure that meets a need of a market segment

analyse the challenges of developing and implementing the policies and procedures of a hospitality operation through self-reflection.

Prescribed learning resources

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Prescribed Learning Resources may change in future Teaching Periods.