Availabilities:

Location Domestic International
Coffs Harbour Session 2 Session 2
Gold Coast Session 2 Session 2
Lismore Session 2 Session 2
Online Session 2 Session 2
Singapore - MDIS N/A Session 2
Sydney - The Hotel School Session 2,  3 Session 2,  3

Unit Summary

Unit type

UG Coursework Unit

Credit points

12

AQF level

7

Level of learning

Introductory

Former School/College

Former School of Business and Tourism

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 eight topics are to be covered in this unit:

  1. Introduction to MNG00441
  2. Service organisations - an overview
  3. Slaves, Servers and Service
  4. Hosts, Guests and Gate crashers
  5. Quality service and customer satisfaction
  6. Internal relationship management
  7. Managing service operations and technology
  8. Services industries: future issues and globalisation
  9. Process and delivery of quality service
  10. Service failure and service recovery

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.

GA1: , GA2: , GA3: , GA4: , GA5: , GA6: , GA7:
On completion of this unit, students should be able to: GA1 GA2 GA3 GA4 GA5 GA6 GA7
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
4 Make use of peer evaluation to review participation in, and outcomes of, teamwork.

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
    • GA4:
  2. demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product
    • GA4:
    • GA6:
  3. demonstrate ability to work collaboratively within a team through the planning and implementation of a group project
    • GA6:
    • GA7:
  4. Make use of peer evaluation to review participation in, and outcomes of, teamwork.
    • GA6:
    • GA7:

Prescribed texts

  • Kandampully, J, 2007, Services Management: The New Paradigm in Hospitality, Pearson Education, Frenchs Forest, Australia. ISBN: 9780131916548.

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