Availabilities:
| Location | Domestic | International |
|---|
| Brisbane - The Hotel School | | |
| Hayman Island - Hotel School | | |
| Melbourne - The Hotel School | | |
| Sydney - The Hotel School | | |
Unit description
Introduces students to the concepts of "customer focus" and "service and experience design". Students focus on systems and teamwork to ensure that guest needs are addressed quickly and efficiently.
Unit content
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Introduction to services management
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Multi-dimensionality and inter-disciplinarity of hospitality services
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Service quality
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Services marketing
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Managing the guest experience
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Service quality, failure and 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.
| On completion of this unit, students should be able to: |
|---|
| 1 | demonstrate knowledge of the principles and practices of "customer focus" and "service and experience design" |
| 2 | identify and compare and contrast the links between "service and experience design" and operating systems, policies and procedures |
| 3 | demonstrate the capability to design and propose service policy and procedure that meets a need of a market segment |
| 4 | demonstrate the knowledge and skills to reflect upon the challenges of developing and implementing the policies and procedures of a hospitality operation for a market segment. |
On completion of this unit, students should be able to:
- demonstrate knowledge of the principles and practices of "customer focus" and "service and experience design"
- identify and compare and contrast the links between "service and experience design" and operating systems, policies and procedures
- demonstrate the capability to design and propose service policy and procedure that meets a need of a market segment
- demonstrate the knowledge and skills to reflect upon the challenges of developing and implementing the policies and procedures of a hospitality operation for a market segment.
Prescribed Learning Resources
Prescribed Texts
Prescribed Resources/Equipment
- No prescribed resources/equipment.
Prescribed Texts
- Prescribed text information is not currently available.
Prescribed Resources/Equipment
- Prescribed resources/equipment information is not currently available.
Prescribed Learning Resources may change in future Teaching Periods