Module ETB-2006:
Guest Services Management
Guest Services Management in Hospitality, Travel & Tourism Industry 2023-24
ETB-2006
2023-24
Bangor Business School
Module - Semester 1 & 2
20 credits
Module Organiser:
Debbie Gilliland
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
Assessment method
Essay
Assessment type
Summative
Description
Individual essay that assess the students ability to evaluate the effectiveness of guests services in a given situation taken into account guest perspective. Essay 2000 words (+/- 10%)
Weighting
40%
Assessment method
Other
Assessment type
Summative
Description
Individual seminar paper including a short presentation that requires an analysis of customer satisfaction in an organisation of the students choice Seminar paper 1500 words (+/- 10%) and presentation of 15 mins
Weighting
60%