Managing Service Quality in Hotels
About This Course
1. Examine the importance of service quality and its impact on business decisions.
2. Analyse the impact of the consumer in the service enviroment.
3. Apply the use of service flowcharting and blueprinting in the service environment.
4. Examine the co-relationship between service leadership and service culture.
5. Explain how quality and productivity relate in a service context.
6. Analyse the impact of technology on the customer experience.
What You'll Learn
Key topics that will be covered in the module are:
• Branding
• Tiering service products
• Demand and supply in services
• Managing capacity and demand
• Impact of service environment on customers
• Dimensions of the service environment
• Service recovery
• Components of flower of service
• Flowcharting customer service processes
• Service process blueprinting
• Service culture, leadership and excellence
• Dimensions of service quality – RATER
• GAP model
• Customers and technologies
Entry Requirements
The applicants should possess a relevant local polytechnic Diploma or Degree in Business or Hospitality from recognized institutions. They should also have at least 2 years of relevant working experience.
Applicants who do not meet the entry requirements may be considered for admission to the course based on evidence of at least 5 years of relevant working experience or supporting evidence of competency readiness. Suitable applicants who are shortlisted will have to go through an interview and/or entrance test.