A small group or individual 2000 word assignment, which will assess all Learning Outcomes.

The small group assignment will be based on a critical review and evaluation of the impact of the operations management and human resource management strategies of an tourist attraction service encounter

The purpose of this module is to provide students with an understanding of key characteristics for managing the service encounter. It will emphasise the Operations and Human Resource factors associated with the management of tourism organisations. It will specifically focus on the issues of flexibility and operational performance as well as the key issues facing tourism providers in a variety of environments

Topics covered in the module will be drawn from the HRM and Operations literature associated with the flexible firm, specifically primary and secondary workforces; recruitment, induction, outsourcing and socialisation; establishing the performing employee, maintaining and evaluating performance; employee reward and commitment; the legal issues associated with short-term employment including ethical and moral practices, the service design, workforce management/job design, quality management, capacity and inventory management relevant to tourism service encounters.

1. DEMONSTRATE KNOWLEDGE AND UNDERSTANDING OF THE CONCEPTS AND PRINCIPLES OF OPERATIONS AND HRM WITHIN A TOURISM MANAGEMENT CONTEXT
Knowledge & Understanding
Learning

2. LIAISE WITH MANAGERS IN ORGANISATIONS TO USE A RANGE OF ESTABLISHED RESEARCH TECHNIQUES TO INITIATE ANALYSIS OF THE PLANNING AND CONTROL OF PEOPLE AND RESOURCES Communication
Enquiry

3. ANALYSE RELATIONSHIPS BETWEEN CONSUMERS OF TOURISM AND THE PROVIDERS OF SERVICES. Analysis

4. EVALUATE THE FACTORS THAT INFLUENCE THE DEVELOPMENT OF AN ORGANISATIONS SERVICE ENCOUNTER IN TOURISM
Application

The learning strategy for the module requires students to commit 150 learning hours (including assessment) of this there will be 36 hours of class support and 114 hours of independent and self directed study. Support will also be given by access to Scheduled Tutor Office Hours to support the module.
12 hours of lectures/large group based activity
12 hours of formal lectures
12 hours of tutor led activity - workshops and case study activity
Learning support material will be provided for the module.
The lecture / tutorial pattern may vary with some activities taking place in medium sized workshop groups.
Students are also required to organise and review their lecture notes and undertake preparatory reading and research on assigned material in order to participate in, and lead, class discussions individually and as part of a group. In order to satisfy the assessment learning outcomes students should demonstrate an engagement with managers of an event or tourism organisation to assist their analysis of a specific organisation.
The contact hours will be different for part-time students as they will have work related experience.

Business Library
Internet
PC with 'Office' software
Case Library

FOR INTERNATIONAL COLLABORATIVE PARTNERS ONLY

Hudson, S. & Hudson, L. (2012) Customer Service for Hospitality and Tourism. Oxford: Goodfellow Publishers.

Bagdan, P.J. (2012) Guest Service in the Hospitality Industry. Bognor Regis: Wiley.

Frochot, I. and Batat, W. (2013) Marketing and Designing the Tourist Experience. Goodfellow Publishers.

Hudson, S. and Hudson, L. (2012) Customer Service for Hospitality and Tourism. Goodfellow Publishers

Noe, F.P., Uysal, M. and Magnini, V.P. (2010) Tourist Customer Service Satisfaction: An Encounter Approach. Oxford: Routledge.

Williams C & Buswell J (2003) Service Quality in Leisure and Tourism. CABI Publishing (ISBN 0851995411)