Availabilities:

2023 unit offering information will be available in November 2022

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

  1. Introduction to services management
  2. Multidimensionality and interdisciplinarity of hospitality services
  3. Managing Teams, Groups and Collaboration in hospitality services
  4. Managing guest interactions and communications in hospitality services
  5. Managing the guest experience
  6. Technology and Hospitality Services Management

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:
1demonstrate knowledge of the principles and practices of "customer focus" and "service and experience design"
2identify and compare and contrast the links between "service and experience design" and operating systems, policies and procedures
3demonstrate the capability to design and propose service policy and procedure that meets a need of a market segment
4demonstrate 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:

  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.

Teaching and assessment

Notice

Intensive offerings may or may not be scheduled in every teaching period. Please refer to the timetable for further details.

Southern Cross University employs different teaching methods within units to provide students with the flexibility to choose the mode of learning that best suits them. SCU academics strive to use the latest approaches and, as a result, the learning modes and materials may change. The most current information regarding a unit will be provided to enrolled students at the beginning of the teaching period.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.

Fee paying courses
For postgraduate or undergraduate full fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees

International

Please check the international course and fee list to determine the relevant fees.

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