Overview

Indicative list: -Introduce key definitions and theories within guest services management - Explore the current context both locally and nationally for guest services management - Develop understanding of the critical importance of service quality in achieving customer satisfaction and loyalty. - Examine the particular service challenges that exist in hospitality and tourism sectors evaluating solutions through service processes, personnel policies and effective management of the guest setting. - Explore and analyse a range of methods to measure customer satisfaction, interpret findings and implement positive or remedial action. - Appreciate the implications of theory for management leadership practice

Assessment Strategy

-threshold -D- to D+ (40-49%): No major omissions or inaccuracies in the deployment of information/skills. Some grasp of theoretical/conceptual/practical elements. Integration of theory/practice/information present intermittently in pursuit of the assessed work's objectives.

-good -B- to B+ (60-69%): Very good performance Most of the relevant information accurately deployed. Good grasp of theoretical/conceptual/practical elements. Good integration of theory/practice/information in pursuit of the assessed work's objectives. Evidence of the use of creative and reflective skills.

-excellent -A- to A+ (70%+): Outstanding performance. The relevant information accurately deployed. Excellent grasp of theoretical/conceptual/practice elements. Good integration of theory/practice/information in pursuit of the assessed work's objectives. Strong evidence of the use of creative and reflective skills.

-another level-C- to C+ (50-59%): Much of the relevant information and skills mostly accurately deployed. Adequate grasp of theoretical/conceptual/practical elements. Fair integration of theory/practice/information in the pursuit of the assessed work's objectives. Some evidence of the use of creative and reflective skills.

Learning Outcomes

• To analyse how service excellence is achieved through the harmonious integration of range of guest service measurements, theories and methodologies

• To consolidate knowledge and understanding in terms of implications for management leadership

• To critically explore the impact and importance of guest feedback on customer service quality systems

• To evaluate the importance of actively managing guest services to prevent and resolve problems associated with service processes

• To identify the key definitions and theories underpinning this academic discipline

• To understand and interpret how cultural difference impacts on guest service provision