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:
- Introduction to MNG00441
- Service organisations - an overview
- Slaves, Servers and Service
- Hosts, Guests and Gate crashers
- Quality service and customer satisfaction
- Internal relationship management
- Managing service operations and technology
- Services industries: future issues and globalisation
- Process and delivery of quality service
- 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.
Learning outcomes and graduate attributes
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: | GA1 | GA2 | GA3 | GA4 | GA5 | GA6 | GA7 |
|---|
| 1 | analyse the principles and concepts of services management and apply them to the hospitality industry | | | | Knowledge of a discipline | | | |
| 2 | demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product | | | | Knowledge of a discipline | | Communication and social skills | |
| 3 | demonstrate ability to work collaboratively within a team through the planning and implementation of a group project | | | | | | Communication and social skills | Cultural competence |
| 4 | Make use of peer evaluation to review participation in, and outcomes of, teamwork. | | | | | | Communication and social skills | Cultural competence |
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
- GA4:
Knowledge of a discipline
- demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service product
- GA4:
Knowledge of a discipline
- GA6:
Communication and social skills
- demonstrate ability to work collaboratively within a team through the planning and implementation of a group project
- GA6:
Communication and social skills
- GA7:
Cultural competence
- Make use of peer evaluation to review participation in, and outcomes of, teamwork.
- GA6:
Communication and social skills
- GA7:
Cultural competence
Prescribed texts
Session 2
- Kandampully, J, 2007, Services Management: The New Paradigm in Hospitality, Pearson Education, Frenchs Forest, Australia. ISBN: 9780131916548.
Prescribed texts may change in future study periods.