| Level: |
4 |
| Credit rating: |
20 |
| Module type: |
Taught |
| Semester offered: |
2 |
| Pre-requisites: |
None |
| Aims: |
To enable students to:
- Develop knowledge and understanding of the operations of the services of hospitality environments. This will include the subdivisions of accommodation management and front of house operations.
|
| Learning outcomes: |
By the end of the module students will be able to:
- Understand the roles and responsibilities of the industry in relation to its consumers
- Examine the role of customer care within the hospitality industry
- Apply the legislation to the provision of accommodation
- Demonstrate an understanding of the role of technology within the hospitality industry
|
| Content: |
- Buying a hospitality property or business
- Dealing with operational conflict
- Service operations characteristics
- Service delivery (e.g. reservations, reception)
- Role and structure of the rooms division departments focusing on communication
- Customer safety and security
- Information technology and the rooms division (CRS, GDS, PMS)
- Pricing, tariffs and revenue
- Legislation within the rooms division
- Customer care, standards of performance
|
| Learning and teaching strategies: |
Total Learner Hours: 200
Contact Hours: 48 consisting of 40 hours workshops
Private and Directed study 152 hours
|
| Learning support: |
Abbott, P. and Lewry (1999) Front Office Procedures, Social Skills and Management. London: Butterworth Heinemann
Baker, S. Huyton, J. and Bradley, P. (2003) Principles of Hotel front Office Operations. (2nd ed.) London: Continuum
|
