Availabilities:

2021 unit offering information will be available in September 2020

Unit description

Examines tourism and hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common throughout tourism related organisations; the provision of services in the tourism and hospitality industries rather than transfer of goods; and the management of service quality in tourism and hospitality organisations.

Unit content

This unit contains six topics:

  1. Service, quality and operations management
  2. Productivity management
  3. Capacity management
  4. Consumer interaction
  5. Organisational interaction
  6. Quality 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.

GA1: Intellectual rigour, GA2: Creativity, GA3: Ethical practice, GA4: Knowledge of a discipline, GA5: Lifelong learning, GA6: Communication and social skills, GA7: Cultural competence
On completion of this unit, students should be able to:GA1GA2GA3GA4GA5GA6GA7
1identify and evaluate the issues involved in successful production and capacity management in service organisationsKnowledge of a discipline
2Identify, evaluate and critically discuss the benefits, challenges and implications of effective operations management in tourism and hospitality industriesKnowledge of a disciplineCommunication and social skillsCultural competence
3analyse and evaluate service quality in a hospitality/tourism industry workplaceKnowledge of a discipline
4critically discuss the diversity of operational management issues common in tourism and hospitality industries.Knowledge of a disciplineCommunication and social skillsCultural competence

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

  1. identify and evaluate the issues involved in successful production and capacity management in service organisations
    • GA4: Knowledge of a discipline
  2. Identify, evaluate and critically discuss the benefits, challenges and implications of effective operations management in tourism and hospitality industries
    • GA4: Knowledge of a discipline
    • GA6: Communication and social skills
    • GA7: Cultural competence
  3. analyse and evaluate service quality in a hospitality/tourism industry workplace
    • GA4: Knowledge of a discipline
  4. critically discuss the diversity of operational management issues common in tourism and hospitality industries.
    • GA4: Knowledge of a discipline
    • GA6: Communication and social skills
    • GA7: Cultural competence

Teaching and assessment

Notice

Intensive offerings may or may not be scheduled in every session. 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 study session.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.
Commencing 2021 Commonwealth Supported only. Student contribution band: 3

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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