EG229-5-FY-CO:
Delivering Event Operations and the Customer Experience 2

The details
2023/24
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 5
Current
Thursday 05 October 2023
Friday 28 June 2024
30
09 November 2023

 

Requisites for this module
(none)
(none)
(none)
(none)

 

(none)

Key module for

BA N888 Events Management,
BA NA88 Events Management (Including Year Abroad),
FDA N889 Events Management

Module description

This module will provide you with the opportunity to develop the skills gained in Event Operations and Customer Experience by providing you, within a supervisory capacity, 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 guest experience and reflect on how the components need to be in place operationally to meet and exceed guest expectations.

Module aims

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 and events 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 and events stay;
- Anticipating guest needs;
- Changing guest food and beverage needs during a hotel and events 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 and events operation.
- Team organisation;
- Resource management (human, physical, (e.g. materials, equipment), financial (including purchasing and stock control);
- Hotel and events 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 and events support services importance and organisation;
- Evaluation of support services including comparisons in supply sources and value for money.

3. Critically evaluate the team and financial performance against pre-determined criteria across all the functions of hotel and events 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 and events 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 and events operations.
- Hospitality environmental issues.

6. Conform to or demonstrate knowledge of the requirements of the `Professional Code of Practice`.

Module learning outcomes

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 and event operations.
2. Demonstrate analysis, planning and organisation of the work of a team within a hotel and event operation.
3. Critically evaluate the team and financial performance against pre-determined criteria across the functions of hotel and event operations.
4. Critically evaluate the effectiveness of marketing techniques within hotel and events operations.
5. Critically evaluate how contemporary PESTLE issues impact on the service a customer receives within hotel and events operations.
6. Conform to or demonstrate knowledge of the requirements of the `Professional Code of Practice`.

Module information

No additional information available.

Learning and teaching methods

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.

Bibliography

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  03/05/2024   
Practical   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

Coursework Exam
100% 0%

Reassessment

Coursework Exam
100% 0%
Module supervisor and teaching staff
Mr Alexander Horswill, email: a.horswill@essex.ac.uk.
Mrs Zoe Monk, email: zoe.monk@essex.ac.uk.
Alexander Horswill
Edge Hotel School, ehs@essex.ac.uk

 

Availability
Yes
No
No

External examiner

Mr James Ellerby
Resources
Available via Moodle
No lecture recording information available for this module.

 

Further information
Edge Hotel School

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