EG308-5-AT-CO:
Delivering the Customer Experience 2 (Assessed in Future Year)

The details
2019/20
Edge Hotel School
Colchester Campus
Autumn Special
Undergraduate: Level 5
Current
Thursday 03 October 2019
Saturday 14 December 2019
0
12 April 2019

 

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

 

(none)

Key module for

BA N863OS Hotel Management,
BA N863SS Hotel Management,
FDA N86GSS Hotel Management

Module description

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 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 exceed guest expectations.

Module aims

This module aims to enable you to:
1. 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 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 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 critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations.
2. Demonstrate and critically reflect on the professional supervisory skills and knowledge required across the guest service functions of hotel operations.
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 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 Reflective Statement
Coursework PPA

Overall assessment

Coursework Exam
0% 0%

Reassessment

Coursework Exam
0% 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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