Hospitality Service Management
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|
|Duration of module:||
Duration (weeks) - term 1: |
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 Activities||Guided independent study||Placement / study abroad|
Details of learning activities and teaching methods
|Category||Hours of study time||Description|
|Form of assessment||Size of the assessment (eg length / duration)||ILOs assessed||Feedback method|
|Class discussions||5-10 minutes in each session||1-8||Verbal|
|Presentation||5 min||1-8||Verbal and written|
Summative assessment (% of credit)
|Coursework||Written exams||Practical exams|
Details of summative assessment
|Form of assessment||% of credit||Size of the assessment (eg length / duration)||ILOs assessed||Feedback method|
|Essay 1||10||500 words||1-8||Verbal and written|
|Essay 2||90||4000 words||1-8||Written|
Details of re-assessment (where required by referral or deferral)
|Original form of assessment||Form of re-assessment||ILOs re-assessed||Timescale for re-assessment|
|Essay||Essay 4500 words||1-8||July|
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
Last revision date