Availabilities:

LocationDomesticInternational
Brisbane - The Hotel School
Coffs Harbour
Gold Coast
Lismore
Melbourne - The Hotel School
Online
Sydney - The Hotel School

Unit description

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 topics are to be covered in this unit:

  1. Introduction to services management
  2. Effective group work
  3. Group management
  4. Hospitality organisations
  5. Strategy
  6. Branding
  7. Analysing service concepts 
  8. Applying service concepts
  9. Service quality
  10. Service design
  11. Service failure and recovery
  12. Service experiences

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
1analyse the principles and concepts of services management and apply them to the hospitality industryKnowledge of a discipline
2demonstrate the link between organisational resources and the role of the customer in managing and delivering a quality service productKnowledge of a disciplineCommunication and social skills
3demonstrate ability to work collaboratively within a team through the planning and implementation of a group project.Communication and social skillsCultural competence

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

  1. analyse the principles and concepts of services management and apply them to the hospitality industry
    • GA4: 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
    • GA4: Knowledge of a discipline
    • GA6: Communication and social skills
  3. 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

Prescribed texts

  • Prescribed text information is not currently available.

  • Prescribed text information is not currently available.
Prescribed texts may change in future study periods.

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.

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.

+