EG124-4-AS-CO:
Delivering Tourism and Hospitality Operations and the Customer Experience
2024/25
Edge Hotel School
Colchester Campus
Autumn & Summer
Undergraduate: Level 4
Current
Thursday 03 October 2024
Friday 27 June 2025
30
22 March 2024
Requisites for this module
(none)
(none)
(none)
(none)
(none)
BA N802 Tourism,
BA N803 Tourism (including Year Abroad),
FDA N801 Tourism
This module will introduce you to the concept and importance of the centrality of the customer experience as fundamental to all activity within a hotel business. The module will provide you with the opportunity to reflect on and take part in delivering customer excellence within the various functions of the hotel operation.
The aims of this module are to:
- Demonstrate and reflect on the professional skills and knowledge required across the guest service functions of hotel operations:
- The service ‘touch points’ in the guest experience.
- A guest service journey, from entrance to exit.
- Observing guests and collecting guest intelligence to improve guest service levels.
- Exceeding guests' expectations.
- Understanding and analysing the visual cues provided by the guest in the food and beverage environment.
- Identifying and understanding the relationship between the host and guest in the restaurant setting.
- Delivering appropriate food and beverage service styles to meet guests needs.
- Identifying and responding to a guest needs at the point of arrival, during their stay, and at the point of departure.
- Preparing, checking, delivering and processing guest bills in the appropriate manner.
- Identifying and providing a range of concierge services to meet the guests expectations.
- Identifying and analysing the importance of the support functions and delivering guest satisfaction.
- Identifying and understanding the relationship between guest experiences, satisfaction and business objectives.
By the end of this module, students will be expected to be able to:
- Demonstrate and reflect on the professional skills and knowledge required across the guest service functions of hotel operations.
- Understand the importance of identifying and meeting individual customer needs and requirements.
- Understand the importance of customer feedback and dealing with it in a professional and timely manner.
- Demonstrate effective team working across hospitality operations providing customer excellence.
- Recognise good practise concerning contemporary PESTLE issues and their impact on customer expectations.
- Conform to the requirements of the “Professional Code of Practice”.
No additional information available.
The module will be delivered via:
- Classroom based lectures and seminars, where Wivenhoe House will be used to contextualize theory and illustrate practice.
Self-managed learning will supplement seminars where you will be provided with guidance on required reading and on-line learning resources.
Assessment items, weightings and deadlines
| Coursework / exam |
Description |
Deadline |
Coursework weighting |
Additional coursework information
This module involves a work placement in Wivenhoe House Hotel. There is a requirement to complete the requisite number of work placement hours before undertaking assessment. Therefore reassessment of this module may include work placement hours as well as a formal reassessment in the form of a Professional Performance Assessment (PPA).
Exam format definitions
- Remote, open book: Your exam will take place remotely via an online learning platform. You may refer to any physical or electronic materials during the exam.
- In-person, open book: Your exam will take place on campus under invigilation. You may refer to any physical materials such as paper study notes or a textbook during the exam. Electronic devices may not be used in the exam.
- In-person, open book (restricted): The exam will take place on campus under invigilation. You may refer only to specific physical materials such as a named textbook during the exam. Permitted materials will be specified by your department. Electronic devices may not be used in the exam.
- In-person, closed book: The exam will take place on campus under invigilation. You may not refer to any physical materials or electronic devices during the exam. There may be times when a paper dictionary,
for example, may be permitted in an otherwise closed book exam. Any exceptions will be specified by your department.
Your department will provide further guidance before your exams.
Overall assessment
Reassessment
Module supervisor and teaching staff
Yes
No
No
Available via Moodle
No lecture recording information available for this module.
Edge Hotel School
* Please note: due to differing publication schedules, items marked with an asterisk (*) base their information upon the previous academic year.
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