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Unit Summary
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:
- Introduction to services management
- Effective group work
- Group management
- Hospitality organisations
- Strategy
- Branding
- Analysing service concepts
- Applying service concepts
- Service quality
- Service design
- Service failure and recovery
- 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:
- analyse the principles and concepts of services management and apply them to the hospitality industry
- demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product
- 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.