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MODULE DESCRIPTOR
Module Title
Contemporary Hospitality Services Management
Reference CB3006 Version 2
Created May 2022 SCQF Level SCQF 9
Approved June 2018 SCQF Points 15
Amended August 2022 ECTS Points 7.5

Aims of Module
To provide the student with the contemporary knowledge and techniques used by unit managers across the hospitality industry to appraise, evaluate and address management issues.

Learning Outcomes for Module
On completion of this module, students are expected to be able to:
1 Demonstrate a critical understanding of core concepts, models and managerial issues in contemporary hotel and hospitality services management.
2 Assess the management of a particular hospitality business in relationship to industry best practice.
3 Discuss the different methods used in a particular hospitality business to design, provide, measure, and maintain outstanding guest experiences.

Indicative Module Content
The essence of hospitality, hotel operations and service; characteristics of services in hotels, understanding customer expectations; project management; teamwork and organizational culture; managing service quality in hotels an hospitality outlets; hotel operations management; customer experience design; market segmentation; new media; human resource and diversity management.

Module Delivery
Key concepts are introduced and illustrated through lectures, student centred learning exercises and directed reading, supplemented with tutorial sesions, guest speakers and study visits.

Indicative Student Workload Full Time Part Time
Contact Hours 54 54
Non-Contact Hours 96 96
Placement/Work-Based Learning Experience [Notional] Hours N/A N/A
TOTAL 150 150
Actual Placement hours for professional, statutory or regulatory body    

ASSESSMENT PLAN
If a major/minor model is used and box is ticked, % weightings below are indicative only.
Component 1
Type: Coursework Weighting: 100% Outcomes Assessed: 1, 2, 3
Description: Individual Project

MODULE PERFORMANCE DESCRIPTOR
Explanatory Text
The calculation of the overall grade for this module is based on 100% weighting of C1. An overall minimum grade D is required to pass the module.
Module Grade Minimum Requirements to achieve Module Grade:
A The student needs to achieve an A in C1.
B The student needs to achieve a B in C1.
C The student needs to achieve a C in C1.
D The student needs to achieve a D in C1.
E The student needs to achieve an E in C1.
F The student needs to achieve a F in C1.
NS Non-submission of work by published deadline or non-attendance for examination

Module Requirements
Prerequisites for Module None.
Corequisites for module None.
Precluded Modules None.

ADDITIONAL NOTES
This module is for delivery at BHMS Luzern, Switzerland

INDICATIVE BIBLIOGRAPHY
1 FORD, R. and STURMAN, M. 2020. Managing Hospitality Organizations. Achieving Excellence in the Guest Experience. Los Angeles: Sage.
2 HINSON, R., MENSAH, I., AMOAKO, G., MENSAH, E. COFFIE, I. and KHOSA, E. 2024. Hospitality and tourism marketing.. Abingdon-on-Thames: Routledge
3 SOLNET, D and KANDAYPULLY, J, 2018. Service Management Principles: For Hospitality and Tourism. 3rd Ed. Kendall Hunt Publishing
4 SOLOMON, M. 2016. The Heart of Hospitality: Great Hotel and Restaurant Leaders Share Their Secrets. SelectBooks
5 VOUK, I. 2022. Hospitality 2.0: digital revolution in the hotel industry.. Ira Vouk Consulting

Robert Gordon University, Garthdee House, Aberdeen, AB10 7QB, Scotland, UK: a Scottish charity, registration No. SC013781