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2023/2024

Hotel Organisation and Customer Service

Code: 103754 ECTS Credits: 6
Degree Type Year Semester
2502904 Hotel Management OT 4 1

Contact

Name:
Albert Vancells Farraró
Email:
albert.vancells@uab.cat

Teaching groups languages

To check the language/s of instruction, you must click on "Methodolody" section of the course guide.


Prerequisites

There are no requirements


Objectives and Contextualisation

After taking the course students will be able to know:

1. Distinguish between the concepts of production and servuction and its implications for tourism businesses.

2. Know how to manage customer participation in the creation of services

3. Know the main generators of conflict in the management of services

4.Know how to model systems able to avoid conflict

5. Know the main functions of the management systems of the customer relationship: Customer Relationship Management (CRM)

6. Model integration of CRM with the business model of the company.

7. Assess how the new technologies and multiculturalism can affect service management and customer care.

8. Modeling an organizational system capable of collecting customer information and personalize the services offered in a multicultural and technological world.

9. Know the main protocol branches and its international influence in the customer care. 

10. Apply methodological instruments, reflective and critical analysis of a tourist company in relation to their performances service management and customer service.

11. Prove that has acquired communication skills verbal and written.

12. Correctly apply the computer program Power Point for exhibition discourse and argumentation.

13. Apply the basic functionality of tools related to the management and customer service.


Competences

  • Analyse, summarise and evaluate information.
  • Define and apply the commercial objectives, strategies and policies in hotel and catering companies.
  • Define and apply the management of different types of organisation in the hotel and catering sector.
  • Demonstrate a business vision, identify clients' needs and progress towards possible changes in environment.
  • Demonstrate an orientation and culture of customer service.
  • Demonstrate an understanding of the relationship and impact of management processes in hotel and catering companies.
  • Demonstrate leadership abilities in the management of human resources in hotel and catering companies.
  • Develop a capacity for independent learning.
  • Draw up communication and promotion plans for companies in the hotel and catering sector, especially in the field of online business.
  • Manage and organise time.
  • Manage communication techniques at all levels.
  • Plan and manage activities based on quality and sustainability.
  • Work in teams.

Learning Outcomes

  1. Analyse, summarise and evaluate information.
  2. Apply commercial policies to hotel companies according to their different characteristics.
  3. Apply management techniques and practices in the hotel sector and, in general, in catering.
  4. Demonstrate a business vision, identify clients' needs and progress towards possible changes in environment.
  5. Demonstrate an orientation and culture of customer service.
  6. Demonstrate leadership abilities in the management of human resources in hotel and catering companies.
  7. Develop a capacity for independent learning.
  8. Manage and organise time.
  9. Manage communication techniques at all levels.
  10. Plan and manage activities based on quality and sustainability.
  11. Present and describe specific plans for promotion and commercialisation for companies in the hotel sector, especially in the field of online commercialisation.
  12. Study specific and generic computer information systems and adapt then to hotel companies.
  13. Work in teams.

Content

 

  1. Introduction to the unit Management of Customer Care and Service
  2. Service nature and characteristics
  3. Strategic service operations and quality management
  4. The service concept: Servicescape
  5. Quality, productivity and satisfaction
  6. Capacity service management
  7. Quality service management
  8. Service delivery process: Blueprint
  9. Internal marketing
  10. Service failure and recovery
  11. Technology applied to managing service in tourism and hospitality

Methodology

Language: English

The methodology of the course is based not only on master class methodology, but also in the participation of different speakers from the tourism industry in order to give more information about the content done in class. The subject also includes some other activities  (extension work, speeches, analysis of simple daily decisions ...), with the goal to engage and provoke emotional and intellectual concerns in the students. 

Annotation: Within the schedule set by the centre or degree programme, 15 minutes of one class will be reserved for students to evaluate their lecturers and their courses or modules through questionnaires.


Activities

Title Hours ECTS Learning Outcomes
Type: Directed      
Case study resolution 14 0.56 1, 2, 3, 6, 5, 4, 12, 9, 8, 10, 11, 13
Lectures 14 0.56 1, 2, 3, 6, 5, 4, 12, 9, 8, 10, 11, 13
Public presentation of assigments 14 0.56 1, 2, 3, 6, 5, 4, 12, 9, 8, 10, 11, 13
Type: Supervised      
Tutorials 5 0.2 1, 2, 3, 6, 5, 4, 9, 8, 10
Type: Autonomous      
Case study resolution 32 1.28 1, 2, 3, 6, 5, 4, 7, 12, 9, 8, 10, 11, 13
Homework elaboration 36 1.44 1, 2, 3, 6, 5, 4, 7, 12, 9, 8, 10, 11, 13
Study 32 1.28 1, 2, 3, 6, 5, 4, 7, 12, 9, 8, 10, 11, 13

Assessment

Evaluation

Assignments 1, 2 and 3 are part of the same project, you need to develop a delivery plan for a tourism or hospitality service.

Assessment 1

Name: Service report

Total weight: 20% (out of 100)

Assessment 2

Name: Service delivery plan presentation

Total weight: 25% (out of 100)

Assessment 3

Name: Service delivery project

Total weight: 40% (out of 100)

Continuous class evaluation

The unit sessions will be assess according to student level of participation and engagement in the class activities, and once the objectives of each tutorial activity are achieved.

Total weight: 15% (out of 100)

Final evaluation

The final exam will be composed of three parts:

Part 1: Quiz (15%)

Part 2: Short questions (40 %)

Part 3: Long questions (45%)

Re evaluation

The re-evaluation exam will be composed of three parts:

Part 1: Quiz (15%)

Part 2: Short questions (40 %)

Part 3: Long questions (45%)

 


Assessment Activities

Title Weighting Hours ECTS Learning Outcomes
Attendance and participation 15% 0.5 0.02 1, 2, 3, 6, 5, 4, 12, 9, 8, 10, 13
Exercises in class and at home 45% 1 0.04 1, 2, 3, 6, 5, 4, 7, 12, 9, 8, 10, 11, 13
Presentations of a case study 40% 1.5 0.06 2, 3, 6, 5, 4, 12, 9, 8, 11, 13

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Software

there isn't.