Hospitality Service Management

Module description

The service sector is the fastest growing and the most dominant part of economies not only in the UK but also in many developed countries around the globe. Service analysis and development are both specific areas of growth in the Leisure, Tourism and Hospitality Industry. Although services are not limited to service industries, they do represent a huge growing percentage of the world economy and they add to the growing phenomena of the internationalisation of services.

Full module specification

Module title:Hospitality Service Management
Module code:BEMM772
Module level:M
Academic year:2018/9
Module lecturers:
  • Dr Suzana Pavic - Lecturer
Module credit:15
ECTS value:






Duration of module: Duration (weeks) - term 1:


Module aims

This module builds on the skills already taught in other modules with the specific aim of providing students with the skills required for operating within the hospitality industry. It is intended that the learning strategy for this module will underpin 'the theoretical knowledge needed in the effective management of hospitality facilities as well as help to develop the competence of students in the following areas:

  • Research skills - accurate selection and application of appropriate information.

  • Presentation skills - an ability to present ideas, both orally and in written form.

  • Personal responsibility - the student will be encouraged to work with minimum of supervision.

  • Capabilities of evaluation, reflection, creativity and originality.

  • Effective self-management in terms of time, planning and behaviour, motivation, self-starting and individual initiative.

  • Can engage effectively in debate within the subject matter in a professional manner resulting in detailed and coherent essays.

  • Team working - in seminar group work and analysis as an aid to learning and evaluation.

ILO: Module-specific skills

  • 1. demonstrate the ability to manage service quality and identify quality gaps
  • 2. critically evaluate the service strategy and development of a hospitality organisation
  • 3. demonstrate in oral and written settings a deep critical appreciation of how hospitality services function and deliver quality product

ILO: Discipline-specific skills

  • 4. define quality service and its attributes
  • 5. participate in written and verbal debates and demonstrate your knowledge and appreciation of hospitality service management theoretical discourse including specific tools for managing quality

ILO: Personal and key skills

  • 6. develop professional standards in communication
  • 7. synthesize, present and summarise a wide range of data and outcomes of arguments in writing
  • 8. work autonomously to deliver key outputs in terms of time management, working deadlines, and utilising a variety of sources

Learning activities and teaching methods (given in hours of study time)

Scheduled Learning and Teaching ActivitiesGuided independent studyPlacement / study abroad

Details of learning activities and teaching methods

CategoryHours of study timeDescription
Contact hours20Lectures
Contact hours5Tutorials

Formative assessment

Form of assessmentSize of the assessment (eg length / duration)ILOs assessedFeedback method
Class discussions5-10 minutes in each session1-8Verbal
Presentation5 min1-8Verbal and written

Summative assessment (% of credit)

CourseworkWritten examsPractical exams

Details of summative assessment

Form of assessment% of creditSize of the assessment (eg length / duration)ILOs assessedFeedback method
Essay 1 10500 words1-8Verbal and written
Essay 2904000 words1-8Written

Details of re-assessment (where required by referral or deferral)

Original form of assessmentForm of re-assessmentILOs re-assessedTimescale for re-assessment
Essay Essay 4500 words 1-8July

Re-assessment notes


Syllabus plan

This module will be a blend of lectures, seminars and case studies. A lecture is given at the start of the week on the theoretical framework and issues of the moment. This is followed by a seminar; the questions and material will have been circulated in advance, which may include observation of service encounters. In seminars students will work in small groups on different areas, and then present their answers to the question. Some flexibility in this arrangement is employed to stimulate learning and emphasise particular theoretical issues.

This module covers the following areas:

  • An introduction to the service industry and specific service organisations
  • Service and their characteristics
  • Quality and the evaluation of quality
  • Design for quality - Six Sigma
  • Hospitality service analysis, service delivery and design: Hardware and software of service systems
  • Measuring customer satisfaction
  • Excellence through Systems: TQM, Investors in people, EFQM, Bench marking, MIS,
  • Hospitality service performance measurement, evaluation and audits
  • Excellence through people: Organisational culture
  • Service failure and recovery
  • Hospitality service leadership
  • Hospitality service productivity

Indicative learning resources - Basic reading

Dale, B.G., Van Der Wiele, T., and Van Iwaarden, J (2007). Managing Quality, 5th Edition, Blackwell Publishing

Gronroos, C. (2000) Service Management and Marketing, Second Edition, Wiley

Jones, P.  and Merricks, P. (1994) The Management of Food Service Operations, Cassell

Kandampully, J., Mok, C. and B. Sparks (2001), Service Quality Management in Hospitality, Tourism and Leisure, Binghamton, NY: Haworth.

King, J. H. and Cichy, R. F. (2005). Managing for Quality in the Hospitality Industry. Prentice Hall, Upper Saddle River: USA

Lockwood, A., Baker, M. and Ghillyer, A., Eds. (1996), Quality Management in Hospitality, Cassell.

Mudie, P. and Cottam, A. (1995) The Management and Marketing of Services, Butterworth Heinemann

Oakland, J.S., (2001), Total Organizational Excellence - Achieving World Class Performance, Butterworth Heinemann

Oakland, J.S., (2003), Total Quality Management Text with Cases, Third Edition, Butterworth Heinemann

Olsen, M.D., Teare, R., and Gummesson, E., Eds. (1996), Service Quality in Hospitality Organisations, Cassell.

Palmer, A. (2005) Principles of Service Marketing, Third Edition, McGraw-Hill

Pilbeam, S. Corbridge, M (2002) People Resourcing HRM in Practice Second Edition,  Prentice Hall.

Woods, R.H, and King, J.Z., (1996), Quality Leadership and Management in the Hospitality Industry, Educational Institute of the American Hotel and Motel Association


Cornell Hotel and Restaurant Quarterly; Hospitality/ Hotels

Service Industries Journal; International Journal of Hospitality Management

International Journal of Contemporary Hospitality Management

Module has an active ELE page?


Indicative learning resources - Web based and electronic resources


Origin date


Last revision date