Quality, Safety and Environment in Hospitality

BRIEF COURSE DESCRIPTION
Tourism in general and accommodation of 21St Century in particular must evolve by integrating customer satisfaction, risk minimization and sustainability without renouncing to be extraordinarily competitive. Students will acquire expertise in these fields through the methodologies developed in this subject, such as the ability to analyse and evaluate internal and external real situations and processes to promote the necessary transformations in a company and its close environment. It will also plunge into researching alternative management models fostered by the appearance of new paradigms in relation to the social environment, environmental respect, sustainability and commitment to all stakeholders.

LEARNING OBJECTIVES
1. Know the different variables that can influence the creation of the organizational structure of a tourist establishment.
2. Identify the most important Quality Management and Environmental Systems applicable to tourist accommodation companies.
3. Identify the main tendencies, dynamics, paradigms and conflicts observed in the evolution of the hotel activity

ACADEMIC CONTENTS
 1. Introduction to quality: concept and evolution
1. Quality definitions
2. The importance of quality: origins and evolution
3. The dimensions of quality
4. The effects of quality
2. Total quality management
1. Quality Policy
2. Quality management
3. Total quality and customer satisfaction
4. Continuous improvement
3. Safety as a component of the quality process
1. Hygienic sanitary
2. Technical Service Department
3. Human Resources
4. Systems
5. Legislation
4. Sustainability
1. Introduction
2. Standards and certifications
3. Hydro and electric energy
4. Reduction of costs and consumption
5. The 5 R’s 6. Carbon footprint
7. SDG
8. Internal, External and Stakeholders
9. CSR
10. Sustainability report
5. The quality diagnosis
1. Analysis and evaluation of internal quality
2. Analysis and evaluation of external quality
6. The planning and quality control system
1. Quality planning
2. Control systems in quality development
3. Internal Audits
4. External Audits
5. Certifications

LEARNING METHODOLOGY
The learning methodologies planned for the subject combine a number of processes being the most remarkable the cognitive methods related to the comprehension of the principles of tourism and the global tourism system as well as the inclusion of a set of skills, mainly technical. The activities and methodologies -both group and individual- designed for this subject are the following:
● Lectures
● Case studies
● Guided discussions
● Practical exercises
● Problem-based learning

ASSESSMENT SYSTEM