EG226-5-FY-CO:
Delivering Hospitality Operations and the Customer Experience 2
2023/24
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 5
Current
Thursday 05 October 2023
Friday 28 June 2024
30
06 March 2024
Requisites for this module
(none)
(none)
(none)
(none)
(none)
BA N886 Hospitality Management,
BA NA86 Hospitality Management (Including Year Abroad),
FDA N887 Hospitality Management
This module will provide you with the opportunity to develop the skills gained in the Delivering Event and Hotel Operations and the Customer Experience module by providing you, with the opportunity to develop the skills and knowledge required to deliver customer excellence.
You will develop a greater understanding of the tangible and intangible components of the customer experience and reflect on how the components need to be in place operationally to meet or exceed customer expectations.
This module aims to enable you to:
1. Determine, and where possible demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations:
- Understanding and demonstrating the implementation of the concept of the hospitality performance and the theatre of hospitality in meeting guest needs.
- Professional skills development in delivering guest services through Butlers Teams.
- Managing the guest as a consumer of ‘one’.
- Changing guest needs during a hotel stay.
- Anticipating guest needs;
- Changing guest food and beverage needs during a hotel stay;
- The role food and beverage in developing the consumer relationship;
- Efficient and effective front office and accommodation services in meeting guests individual needs including the use of guest histories, gathering guest intelligence;
- Efficient and effective support services in delivering business results and improving guest services;
- Relationships between and with external sources of supply and supplier networks;
- Evaluating and establishing appropriate business relationships.
2. Demonstrate analysis, planning and organisation of the work of a team within a hotel operation.
- Team organisation;
- Resource management (human, physical, (e.g. materials, equipment), financial (including purchasing and stock control);
- Hotel service and product improvements;
- Kitchen and food service organisations;
- Kitchen and food and beverage service product improvements;
- Food service development and delivery;
- Front of house and accommodation services organisation;
- Accommodation and front office services and improvements;
- Developing guest services delivery in meeting individual guest needs;
- Hotel support services importance and organisation;
- Evaluation of support services including comparisons in supply sources and value for money.
3. Critically evaluate a team and financial performance against pre-determined criteria across all the functions of hotel operations.
- The function and characteristics of a successful team;
- Performance measurement and evaluation techniques in team performance;
- Knowledge of hospitality KPI benchmarks.
4. Critically evaluate the effectiveness of marketing techniques within hotel operations.
- Analysing ROI from marketing activities;
- Brand consistency and the appropriate placement of advertising.
5. Critically evaluate how contemporary PESTLE issues impact on the service a customer receives within hotel operations.
- Hospitality environmental issues.
6. Conform to or demonstrate an understanding of the requirements of the `Professional Code of Practice`.
At the conclusion of this module you should be able to:
1. Determine and where possible demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations.
2. Demonstrate analysis, planning and organisation of the work of a team within a hotel operation.
3. Critically evaluate the team and financial performance against pre-determined criteria across all the functions of hotel operations.
4. Critically evaluate the effectiveness of marketing techniques within hotel operations.
5. Critically evaluate how contemporary PESTLE issues impact on the service a customer receives within hotel operations.
6. Conform toor demonstrate an understanding of the requirements of the `Professional Code of Practice`.
No additional information available.
Learning and teaching will take place in either the practical areas of the Wivenhoe House Hotel supported by the academic and professional practitioner`s feedback and expertise or via online learning with group and /or individual tutorials being used to support the development of a work based portfolio
This module does not appear to have a published bibliography for this year.
Assessment items, weightings and deadlines
| Coursework / exam |
Description |
Deadline |
Coursework weighting |
| Coursework |
Reflective Statement |
|
|
| Practical |
PPA |
|
|
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
Disclaimer: The University makes every effort to ensure that this information on its Module Directory is accurate and up-to-date. Exceptionally it can
be necessary to make changes, for example to programmes, modules, facilities or fees. Examples of such reasons might include a change of law or regulatory requirements,
industrial action, lack of demand, departure of key personnel, change in government policy, or withdrawal/reduction of funding. Changes to modules may for example consist
of variations to the content and method of delivery or assessment of modules and other services, to discontinue modules and other services and to merge or combine modules.
The University will endeavour to keep such changes to a minimum, and will also keep students informed appropriately by updating our programme specifications and module directory.
The full Procedures, Rules and Regulations of the University governing how it operates are set out in the Charter, Statutes and Ordinances and in the University Regulations, Policy and Procedures.