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.

Learning outcomes and graduate attributes

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.

Teaching and assessment

Coffs Harbour

Teaching method
Lecture online 1 hour (11 weeks)
Tutorial on-site 2 hours (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%

Gold Coast

Teaching method
Lecture online 1 hour (11 weeks)
Tutorial on-site 2 hours (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%

Lismore

Teaching method
Lecture online 1 hour (11 weeks)
Tutorial on-site 2 hours (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%

Online

Teaching method
Structured online learning 1 hour (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%

Singapore - MDIS

Teaching method
Workshop on-site 3 hours (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%

Sydney - The Hotel School

Teaching method
Workshop on-site 3 hours (11 weeks)
Assessment
Case study10%
Portfolio50%
Exam: closed book40%
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 2014 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.