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.
The following 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
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
|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|
- No prescribed texts.
- No prescribed texts.
Teaching and assessment
Melbourne - The Hotel School
|Lecture online 1 hour (12 weeks)|
|Exam: closed book||40%|
Sydney - The Hotel School
Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.
Commencing 2017 Commonwealth Supported only. Student contribution band: 3
Please check the international course and fee list to determine the relevant fees.