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Unit of Study HOTL6016 - Service Design and Management (2027)

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Unit Snapshot

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Unit description

Examines hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common to service organisations, the provision of services, and the management of service quality in hospitality businesses.

Unit content

This unit comprises six modules:

1.   Introduction to service design and management
2.   Service design and blue-printing
3.   Implementing service delivery processes
4.   Managing service delivery processes
5.   Measuring service delivery processes
6.   Quality assurance systems
 

 

Availabilities

Location Domestic International
Brisbane
Term1,3,5
Term1,3,5
Melbourne
Term1,3,5
Term1,3,5
Online
Term1,3,5
Term1,3,5
Perth
Term1,3,5
Term1,3,5
Sydney
Term1,3,5
Term1,3,5

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 service design in hospitality settings

analyse service delivery and quality management processes and systems in hospitality settings

collaboratively design and implement a service delivery process and/or a quality assurance system

critically analyse the challenges of implementing service delivery and quality assurance processes and systems through self-reflection

Prescribed learning resources

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Prescribed Learning Resources may change in future Teaching Periods.