Title of Unit: TOURISM AND HOSPITALITY SERVICES MANAGEMENT

                   

 Code: TH413

                        

  Credit points: 15

 

 Pre-requisites: None

 

Description

In this unit students explore the dimensions of successful service firms, from an inter-disciplinary point-of-view across various industry sectors. Material covered integrates operations, marketing, strategy, information technology, and organizational issues. Students are prepared for enlightened management and the creation of entrepreneurial opportunities by improving existing service firms or innovating new services. Students begin with a study of the service encounter, and learn to blend marketing, technology, people, and information to achieve distinctive competitive advantage

 

Learning Outcomes

Upon successful completion of this unit students are able to:

1. demonstrate an intellectual and practical understanding of the dimensions of an innovative, dynamic, and successful service firm across a variety of industry sectors including, transport, travel, tours, hotel and accommodation, and food and beverage
2. recommend improvements and innovations to firm profitability from a service management perspective
3. analyze a tourism and hospitality service encounter and evaluate the effectiveness of the delivery of the service product
4. apply service management tools of blueprinting, statistical process control, and quality improvement programs
5. discuss the relevance of a services management approach to industry practice in a local and global context