EG301-4-FY-CO:
Delivering the Customer Experience 1

The details
2019/20
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 4
Current
Thursday 03 October 2019
Friday 26 June 2020
30
12 April 2019

 

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

 

(none)

Key module for

BA N8N6 Events Management with Hospitality,
BA N8N6SS Events Management with Hospitality,
FDA N6N8SS Events Management with Hospitality

Module description

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, enabling you to acquire the practical skills which will support the understanding and knowledge gained from the module Introduction to the Customer Experience.

Module aims

This module aims to enable you to:
1. 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 analyzing the importance of the support functions and delivering
guest satisfaction;
- Identifying and understanding the relationship between guest experiences,
satisfaction and business objectives.

2. Understand the importance of identifying and meeting individual customer needs and requirements.
- Identify examples of best practice in identifying the meeting customer needs in a
variety of hotel contexts;
- Understand how to implement best practice examples;
- Understand and practice the art of observation in recognizing customer needs.

3. Understand the importance of customer feedback and dealing with it in a professional and timely manner.
- Identify industry best practice;
- Develop a range of approaches to respond to customer feedback;
- Implementation of customer feedback approaches.

4. Demonstrate effective team working across hospitality operations providing customer excellence.
- Working within and understanding, role behaviour, benefits and barriers in the
developing a effective and successful team in meeting guest expectations;
- Developing the skills required for successful communication within a team and
between teams and the transfer of guest intelligence in providing guest services.

5. Recognise good practise concerning contemporary PESTLE issues and their impact on customer expectations.
- Contemporary hospitality environmental issues;
- Impacts and Implications.

6. Conform to the requirements of the “Professional Code of Practice”.

Module learning outcomes

At the conclusion of this module you should be able to:
1. Demonstrate and reflect on the professional skills and knowledge required across the guest service functions of hotel operations.
2. Understand the importance of identifying and meeting individual customer needs and requirements.
3. Understand the importance of customer feedback and dealing with it in a professional and timely manner.
4. Demonstrate effective team working across hospitality operations providing customer excellence.
5. Recognise good practise concerning contemporary PESTLE issues and their impact on customer expectations.
6. Conform to 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 all practical areas of the Wivenhoe House Hotel supported by the academic and professional practitioner’s feedback and expertise. Wivenhoe House Hotel will be used to contextualize theory and illustrate practice. Group and /or individual tutorials will be used to support the development of the work based portfolio.

Bibliography

This module does not appear to have a published bibliography.

Assessment items, weightings and deadlines

Coursework / exam Description Deadline Weighting
Coursework PPA 1 25%
Coursework Reflective Statement 09/04/2020 50%
Practical PPA 2 25%

Overall assessment

Coursework Exam
100% 0%

Reassessment

Coursework Exam
100% 0%
Module supervisor and teaching staff
Dimitri Lera
Edge Hotel School, ehs@essex.ac.uk

 

Availability
No
No
No

External examiner

Dr David Graham
Sheffield Hallam University
Principal Lecturer - Hospitality Management ext. 6090
Resources
Available via Moodle
No lecture recording information available for this module.

 

Further information
Edge Hotel School

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