Units of Assessment

Weighting Towards Module Mark (%)

 

Group Workshop (30 minutes)

30%

Multiple-choice quiz

20%

Individual Position Paper (2000 words)

50%

Alternative Assessment Where students fail the group work, they will be allocated an individual PowerPoint presentation on a specific topic.

Qualifying Condition(s) 

A weighted aggregated mark of 40% is required to pass the module.

The issues confronting managers are changing rapidly. This module aims to enable students to explore a range of contemporary issues facing managers at all levels in all types of hospitality organisations. The module investigates the main contemporary issues in the management of customers, employees and assets. This is achieved by means of exploring different theoretical perspectives and linking them back to practice through examining recent organisational examples.

The aim of this module is:

 1.      To equip students with a broad knowledge and appreciation of the issues involved in the management of employees, customers and assets in the hospitality business. 

 2.      It also encourages students to think about how the management of these three areas differs between different sectors of the hospitality industry.

On successful completion of the module students will be able to:

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

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

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

4           Critically assess academic papers  

The lectures in weeks 1 and 2 will be plenary lectures, guiding students in their learning. We will discuss the content of the module, how to write a position paper, how to read academic papers, how to conduct a workshop. All other hours are filled with student-led workshops in each of the 9 topics and mini-lectures.

 1. Diversity Management

 2. Talent Management

 3. Innovation

 4. Work-life balance

 5. Outsourcing

 6. Empowerment

 7. Serviscape

 8. Service Encounter

 9. Revenue Management

 These nine issues will form the basis of the tutor-led sessions and the workshops and position papers developed by students.

The teaching and learning strategy is designed to encourage students to think critically about the management of contemporary issues in hospitality organisations.

1. Position Paper: Students will write a draft and a final position paper on a set topic.  In the draft position paper (max 1500 words) students will provide an overview of different aspects or viewpoints with the help of academic articles and trade publications. The draft position paper of each student will be uploaded on Ulearn in order to inform other students in the tutorial group in advance of the workshop on each subject.  The final position (max 2000 words) paper should take into consideration the received feedback from the draft position paper and include an extra section demonstrating how their topic is linked with the other eight topics.

 2. Workshop: Students will lead a small group workshop/seminar (30 minutes) on a set topic. 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.

3. Multiple-choice quiz: At the end of the module students will have to complete a multiple choice quiz. The questions will be based on the theoretical concepts of each week’s topic.

 4. Lectures: Delivered by the module tutors designed to develop and understanding of the underpinning theory and an introduction to academic debates.

  Assessment Strategy

 The first assessment, the position paper provides students with an opportunity to thoroughly inform themselves on the subject chosen. It is also a good exercise in selecting and analysing academic articles and conducting literature review. The paper will be assessed as follows:

1.         The extent and depth of your arguments in relation to the question. (70%)

 2.         Evidence of use of relevant up-to-date academic journal articles in arguing your position and the use of trade journal examples, where relevant. (25%)

 3.         Use of correct referencing style throughout the paper and correct bibliographical listing. (5%). 

 The second assessment, the workshop, was selected in order to give students another chance at presenting a topic in a thoroughly informative and entertaining way, involving the audience and/or making use of a range of audiovisuals. The workshop is assessed as follows:

              1. Academic Content – portraying relevant academic positions and       controversial debates in the management of employees, customers and assets in hospitality business. (40%) 

             2. Comparative analysis – comparing managerial differences between different types of hospitality businesses and, where relevant,   integrating customer, employee and asset perspectives. (10%)

              3. Creativity – use of techniques such as audiovisuals and role plays in order to facilitate the content in an innovative, imaginative and       surprising way and on-time. (30%)

             4. Audience management – level of audience engagement and involvement. (20%)

 The third assessment, the multiple-choice quiz was selected in order to assess student’s knowledge for each one of the nine topics. Knowledge for each topic can be gained through reading the recommended resources and participating in the workshops.