8:30-9:30am M and 5:30-6:30pm TTh Quality Service Management in Tourism and Hospitality

Course Description:

This subject provides students with knowledge and skills on service management in the hospitality and tourism industry. It covers the roles and nature of services in the hospitality and tourism industry, and explores its future challenges. Students are introduced to various customer service strategies and professional service skills. The concepts of organisational culture and environment, staffing and training for service management, and hospitality service systems are also highlighted

Course Learning Outcomes:

Upon successfully completing this subject, students will be able to:

(a)describe the roles and importance of service management in hospitality and tourism industry.

(b)apply the concepts of customer service strategy in the context of management and operation of hospitality and tourism organizations.

(c)apply professional service skills in hospitality and tourism industry.

(d)identify current issues of quality service management in the rapidly changing hospitality and tourism industry.