Knowledge

The student...

has knowledge of service management in the hospitality and tourism sector
has knowledge of the financial and behavioural impacts of service management in the hospitality and tourism sector
has knowledge of how to research and understand consumers of hospitality and tourism services
has knowledge of how to develop and maintain a service culture, and manage service encounters in the hospitality and tourism sector
has knowledge of how to build and maintain customer relationships in the hospitality and tourism sector
has knowledge of how to provide customer service through the hospitality and tourism servicescape
has knowledge of the impact of digital and other technologies on customer service in the hospitality and tourism sector
has knowledge of customer complaining behaviour and service recovery in the hospitality and tourism sector
has knowledge of how to promote service management internally and externally in the hospitality and tourism sector

Skills

The student...

can critically reflect upon key principles and practices associated with service management in the hospitality and tourism sector
can assess the range of impacts that service management has on the hospitality and tourism sector
can research and segment consumers of hospitality and tourism services, and develop strategies that build and maintain customer relationships
can analyse the role and importance of organisational culture, human resources and the servicescape, including digital and other technologies, on the provision of services in the hospitality and tourism sector
can evaluate why service failure happens in the hospitality and tourism sector, and strategies for recovery
can develop communications strategies that enable hospitality and tourism companies to promote service management within and outside of their organization

General competencies

The student...

has competence within self-management, and independent learning from a variety of sources
is able to think critically and show effective engagement in debate
can evaluate theoretical discourse and industry practice

Subject description SMF3100

Service and Marketing