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Unit of Study MKT01909 - Service Management for Tourism and Hospitality (2017)

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Unit Snapshot

  • Enrolment information

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Unit description

Examines tourism and hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common throughout tourism related organisations; the provision of services in the tourism and hospitality industries rather than transfer of goods; and the management of service quality in tourism and hospitality organisations.

Unit content

This unit contains six topics:

  1. Service, quality and operations management
  2. Productivity management
  3. Capacity management
  4. Consumer interaction
  5. Organisational interaction
  6. Quality management.

Availabilities

Location Domestic International
Melbourne - The Hotel School Session 2 Session 2
Online Session 2 Session 2
Sydney - The Hotel School Session 2 Session 2

Learning outcomes and graduate attributes

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:

GA1: Intellectual rigour, GA2: Creativity, GA3: Ethical practice, GA4: Knowledge of a discipline, GA5: Lifelong learning, GA6: Communication and social skills, GA7: Cultural competence
Learning outcome count Learning outcome description GA1 GA2 GA3 GA4 GA5 GA6 GA7
1 identify and evaluate the issues involved in successful production and capacity management in service organisations
2 Identify, evaluate and critically discuss the benefits, challenges and implications of effective operations management in tourism and hospitality industries
3 analyse and evaluate service quality in a hospitality/tourism industry workplace
4 critically discuss the diversity of operational management issues common in tourism and hospitality industries.

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

  1. identify and evaluate the issues involved in successful production and capacity management in service organisations
    • GA4:
  2. Identify, evaluate and critically discuss the benefits, challenges and implications of effective operations management in tourism and hospitality industries
    • GA4:
    • GA6:
    • GA7:
  3. analyse and evaluate service quality in a hospitality/tourism industry workplace
    • GA4:
  4. critically discuss the diversity of operational management issues common in tourism and hospitality industries.
    • GA4:
    • GA6:
    • GA7:

Prescribed learning resources

Prescribed Texts
  • No prescribed texts.

Prescribed Learning Resources may change in future Teaching Periods.