EG303-5-AT-CO:
Delivering the Customer Experience 2 (Assessed in Future Year)
2023/24
Edge Hotel School
Colchester Campus
Autumn Special
Undergraduate: Level 5
Current
Wednesday 01 June 2022
Wednesday 05 October 2022
0
21 March 2024
Requisites for this module
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BA N8N6 Events Management with Hospitality
This module will provide you with the opportunity to develop the skills gained in Delivering the Guest 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 to meet and exceed guest 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. Determine and where possible demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations.
- Customer satisfaction: concepts related to customer satisfaction, and dissatisfaction.
- Innovation in guest service and implementing change.
3. Critically evaluate how contemporary developments from other industries are embedded into hotel operations.
- Hospitality in the Commercial Domain: exploring the development of global hospitality and how that impacts on changing guest expectations;
- Culture and hospitality consumption: the role of values, attitudes, norms and beliefs on global consumption and the impacts on guest behaviour;
- Competition, innovation and competitive advantage and the implications for guest expectations.
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 knowledge 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. Determine and where possible, demonstrate the necessary skills required to deliver customer excellence at a supervisory level and analyse how teams meet the required standard.
3. Critically evaluate how contemporary developments from other industries are embedded into 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 to or demonstrate a knowledge 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 |
PPA |
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| Coursework |
Reflective Statement |
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Additional coursework information
This module involves a work placement in Wivenhoe House Hotel therefore 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
No
No
No
Available via Moodle
No lecture recording information available for this module.
Edge Hotel School
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