Managing Service Quality and Human Resources in Tourism and Hospitality

DESCRIPTION:
Examines the importance of service quality and quality of the visitor/guest experience in tourism and hospitality and the role of people in the delivery of the tourism and hospitality product. Explains the service delivery process and its management and discusses implications for human resource management (HRM).

RATIONALE: 
The course describes the unique characteristics of the tourism, hospitality and leisure product and examines the factors affecting the service delivery process. Emphasis is on the experiential component involved in the consumption of tourism, hospitality and leisure products and services. Special attention is paid to the role of people in the service delivery process and the connection between Human Resource Management practices and service quality is explained thoroughly. The course takes into account the structural features of tourism employment, including seasonal and casual employment, labor turnover and the tourism industry’s ‘weak internal labor market’ and assesses their impact on service quality and the quality of the visitor/guest experience.

LEARNING OUTCOMES: 
As a result of taking this course the student should be able to:
1. Critically discuss the importance of the service element in tourism and hospitality and the role of customer perceptions of quality.
2. Critically discuss the application of key theoretical perspectives on service quality and human resources management in tourism and hospitality.
3. Critically discuss the management and leadership issues and challenges involved in providing a consistent level of service quality in tourism and hospitality.

METHOD OF TEACHING AND LEARNING:
In congruence with the teaching and learning strategy of the college, the following tools are used:
- Class lectures, interactive learning (class discussions, group work) and practical problems solved in class.
- Office hours: students are encouraged to make full use of the office hours of their instructor, where they can ask questions, see their exam paper, and/or go over lecture material.
- Use of blackboard site, where instructors post lecture notes, assignments instructions, timely announcements, as well as additional resources.