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 Steven Boyne - Convenor
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 1 and essay 2 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 service operations management

•    Challenges for service management

•    Hospitality, tourism and leisure services

•    Managing service quality in hospitality Part 1

•    Guest lecture on supply chain management and service systems (Laura Antonella Colombo, PhD. Candidate).

•    Managing service quality in hospitality Part 2

•    Guest lecture practicalities of delivering hospitality services (University of Exeter Campus Catering Services)

•    Designing customer experiences and the service process

•    Managing people

•    Managing service resources

•    Delivering service quality in hospitality

Indicative learning resources - Basic reading

The module lectures draw upon the following text books

Services in general

Hospitality services

The Module Resource List

A list of reading material is provided in the BEMM772 Resource List - this link is also available on the module ELE page towards the top of the right hand sidebar.

This list contains a number of titles with active hyperlinks to the texts that you may find useful when looking for information on a particular topic, for example, while you are researching an essay.  Of course, these are simply suggested texts, and you can - and should - carry out your own literature searches using the University of Exeter library search tools, or other databases or search functions such as Google Scholar.

You can find details about how to use the University Library in the Library Induction Guide where there is also an online tutorial on Finding Resources.

The following titles are drawn from the ELE resource list.  Those available as e-books have hyperlinks to the library catalogue.

Dale, B.G., and Bamford, D.  (2016). Managing Quality, 5th Edition, Blackwell Publishing.

Ford, R. C. (2011). Managing Quality Service in Hospitality: How organisations achieve excellence in the guest experience, Delmare Cengage Learning.

George, M. L. (2003). Lean Six Sigma for Service: How to use lean speed and six sigma to improve service and transactions, The McGrawe-Hill Companies.

Gronroos, C. (2015) Service Management and Marketing, Second Edition, Wiley.

Jones, P. (2010) . The Management of Food Service Operations, Cassell.

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

Mudie, P. and Pirrie, A. (2006) Services marketing management, Routledge.

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

Oakland, J.S., (2014), Total Quality Management Text with Cases, 4th Ed , 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.

Module has an active ELE page?


Indicative learning resources - Web based and electronic resources


In addition, the following academic journals focus on our subjects areas:

  • International Journal of Contemporary Hospitality Management
  • International Journal of Hospitality Management
  • Journal of Hospitality and Tourism Management
  • Journal of Hospitality and Tourism Research
  • Journal of Retailing and Consumer Services
  • Journal of Services Marketing
  • Service Industries Journal
  • The Cornell Hotel and Restaurant Administration Quarterly
  • Tourism and Hospitality: Planning and Development

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