Semester 1

This module builds on from the level one module The Business of Hospitality.  It will look in depth at the areas of HR, Finance and Marketing in the light of Hospitality in general, as well as from the perspective of different sectors of the industry.

The Business of Hospitality

On completion of the module students will be able to:

·               Evaluate the issues involved in the management of employees, customers and assets in the hospitality business.

·               Compare differences in how employees, customer and assets are managed between different types of hospitality businesses.

·               Lead a workshop/seminar and apply techniques to make a workshop/seminar entertaining.

·               Critically assess the work of others and self.

·               Critically assess academic papers and write analytical bibliographies.

The module will investigate a wide range of issues in the three main areas applied to hospitality businesses.  The issues are selected from the following:

·               The Management of employees: employee diversity, emotional and aesthetic labour, role ambiguity, communication.

·               The Management of customers: vision & mission, values, segmentation and positioning, branding, competitive sets, distribution channels, customer expectations, customer relationship management, internal marketing and service culture, new product development.

·               The Management of assets: ownership, investment, IT systems, control and control systems,  auditing, outsourcing, the servicescape, environmental issues.

This module is based on student activity.  Students will write a position paper and lead a small group workshop/seminar on a set topic.  In the position paper students will provide an overview of different aspects or viewpoints with the help of five academic articles, for each of which they provide an analytical bibliography.  The position paper will inform other students in the tutorial group in advance of the workshop on each subject.  In the workshops students will be encouraged to use a diverse range of methods such as audiovisuals, role-plays and other techniques in order to engage the other students and to encourage their participation.  Students will assess themselves with the help of tutors and peers.

Assessment Strategy:

Essential Reading

none

Recommended Reading

Bowie, D. and Buttle, F. (2004) Hospitality Marketing: An Introduction.  Oxford , Butterworth-Heinemann.

Hales, J. A. (2005)  Accounting and Financial Analysis in the Hospitality Industry.  Oxford , Butterworth-Heinemann.

Harris, P. and Mongiello, M. (2006) Accounting and Financial Management: Developments in the International Hospitality Industry.  Oxford , Butterworth-Heinemann.

Kotler, P., Bowen, J.T., and Makesn, J.C. (2005) Marketing for Hospitality and Tourism.  Pearson International edn.

Nickson, D. (2007) Human Resource Management for the Hospitality and Tourism Industries.  Oxford , Butterworth-Heinemann.

Background Reading

Academic articles and conference proceedings as directed.