Course learning outcomes may be assessed via submission of a range of assessment tasks including problem-solving exercises, online tests and examinations, reports, research assignments and group projects.
1. Service Quality Management:
Service quality management is the process of managing the quality of services delivered to customers according to their expectations. It assesses how well a service has been given in order to identify problems and correct them to increase customer satisfaction. This unit examines how to strategically manage a service orientated organisation to ensure effective quality management and the delivery of service excellence. Participants will evaluate contemporary hospitality-related consumer behaviour and the implications for changing guest expectations in a global context. Students will analyse new consumer behaviour models, including the characteristics of internet consumers, and the internet’s role in shaping hotel guest expectations.
2. Managing Hospitality in the International Context:
Hospitality takes many forms, from the micro- to the macro-level, from serving a coffee to offering accommodation and refuge. Whatever the type or form of hospitality, it invariably is based on cultural and institutional expectations and constraints. This unit analyses the contemporary hospitality sector in the context of international markets and operations. It explores key factors and trends that influence hospitality managers' decision-making and methods. Students will critically assess the forces of globalisation that impact the hospitality industry and examine the diverse managerial and leadership roles within the global hospitality industry.
3. Applied Hospitality Management:
This is a double unit that requires students to integrate various aspects of hospitality management and practice in scenario-based setting. Students will apply their hospitality management knowledge and skills within a simulation-based hospitality environment, making decisions from a senior executive perspective, demonstrating analytical and managerial skills in a strategic context. Students will be required to demonstrate situational understanding within holistic frameworks, and to demonstrate a capacity for creative as well as analytical judgment using simulation software.