| Type: | Postgraduate Subject |
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| Code: | HRTM71-203 |
| EFTSL: | 0.125 |
| Faculty: | Bond Business School |
| Credit: | 10 |
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| Subject fees: |
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Description
Guest Service Experience Management provides an in-depth understanding of the critical guest service functions required to meet or exceed the expectations of guests during their hotel experience. You will learn how service quality and service recovery principles underpin all facets of hotel management from guest reservations to arrival, housekeeping and maintenance services, guest safety and security, through to guest departure. The design of service experiences, the management of service quality and departmental resourcing are explored along with their impact on guest satisfaction and hotel performance. Students will develop practical skills required to work in a hotel by undertaking training across a range of guest service tasks using a leading hotel property management system, Oracle OPERA Cloud.
Subject details
Learning outcomes
- Apply service quality theory to critically evaluate the guests’ experience of a hotel business.
- Synthesise service management, experience design and service recovery principles to justify recommendations to improve guest service experiences in a hotel context.
- Perform various tasks using a hotel property management system to facilitate the provision of professional service across all stages of the guest life cycle.
- Calculate and critically evaluate operating statistics used to assess the performance of a hotel.
Enrolment requirements
| Requisites: |
Nil |
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| Assumed knowledge: |
Assumed knowledge is the minimum level of knowledge of a subject area that students are assumed to have acquired through previous study. It is the responsibility of students to ensure they meet the assumed knowledge expectations of the subject. Students who do not possess this prior knowledge are strongly recommended against enrolling and do so at their own risk. No concessions will be made for students’ lack of prior knowledge.
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| Restrictions: |
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