Availabilities:

Location Domestic International
Brisbane - The Hotel School
Session2,3
Session2,3
Hayman Island - Hotel School N/A
Melbourne - The Hotel School
Session2,3
Session2,3
Online
Session2,3
Session2,3
Sydney - The Hotel School
Session2,3
Session2,3

Unit Summary

Unit type

UG Coursework Unit

Credit points

12

Unit aim

Introduces students to the concept of hospitality 'service' management where the customer is the centre of the organisation. It develops an understanding of the links between a range of functions within the organisation to facilitate effective strategies and service management techniques for hospitality-related enterprises. In particular, this unit takes a student-centred approach and aims to develop students' teamwork skills.

Unit content

The following topics are to be covered in this unit:

  1. Introduction to services management
  2. Effective group work
  3. Group management
  4. Hospitality organisations
  5. Strategy
  6. Branding
  7. Analysing service concepts 
  8. Applying service concepts
  9. Service quality
  10. Service design
  11. Service failure and recovery
  12. Service experiences

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:
1 analyse the principles and concepts of services management and apply them to the hospitality industry
2 demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product
3 demonstrate ability to work collaboratively within a team through the planning and implementation of a group project.

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

  1. analyse the principles and concepts of services management and apply them to the hospitality industry
  2. demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product
  3. demonstrate ability to work collaboratively within a team through the planning and implementation of a group project.

Prescribed texts

  • No prescribed texts.

  • No prescribed texts.
Prescribed texts may change in future teaching periods.