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This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.
This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. It places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today and in the future in the endeavour to deliver experiential services. Case studies and exercises are used to illustrate quality service issues within the hospitality and tourism context.
On completion of this unit students should be able to:
The mode of delivery for this unit is through weekly three hour on-campus seminars. The teaching and learning approach is enhanced through in-class discussions and experiential workshops on practical industry case studies, where the skills of working effectively with others (specifically team working, task collaboration and working productively with people from diverse cultures), communicating effectively, critical appraisal and the ability to generate ideas are emphasised. Engaged teaching and learning is applied through guest speakers and field trips, where learners are exposed to industry relevant information, networking opportunities and the awareness and development of sustainability concepts. Where appropriate, Australian Indigenous cultural perspectives as it relates to the Tourism and Hospitality profession is highlighted. Students are required to complete individual and group assessment items which are assessed for quality academic and professional standards, including written communication (structure, language and conventions), oral communication, ability to work effectively with others, critical analysis (depth of thought, development of argument, logical analysis and insight), depth and breadth of coverage, and the ability to research effectively using both academic and contemporary sources.
GS1 GRADING SCHEMA 1 Used for standard coursework units
Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant Board of Examiners.
| Type | Description | Value |
|---|---|---|
| Test | Mid-term test | 30% |
| Project | Service audit report | 30% |
| Examination | Final examination | 40% |
^ Mandatory reference
For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.
Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:
Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.
The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.
HOS2325|2|1
This unit information may be updated and amended immediately prior to semester. To ensure you have the correct outline, please check it again at the beginning of semester.
This unit examines the relationship between achieving quality service and the behaviour of people involved in the delivery of service. It focuses on the application and management of processes and practices that encourage competitive advantage through the delivery of exceptional quality service. It places particular emphasis on the application of theory to dilemmas and issues likely to confront managers today. Case studies and exercises are used to illustrate quality service issues within the hospitality and tourism context.
On completion of this unit students should be able to:
This unit is delivered through weekly three hour on-campus seminars. The teaching and learning approach is enhanced through in-class discussions and experiential workshops on practical industry case studies, where the skills of working effectively with others (specifically team working, task collaboration and working productively with people from diverse cultures), communicating effectively, critical appraisal and the ability to generate ideas are emphasised. Engaged teaching and learning is applied through guest speakers and field trips, where learners are exposed to industry relevant information, networking opportunities and the awareness and development of sustainability concepts. Where appropriate, cross cultural awareness, including Aboriginal and Torres Strait Islander perspectives, as it relates to the Tourism and Hospitality profession are highlighted. Students are required to complete individual and group assessment items which are assessed for quality academic and professional standards, including written communication (structure, language and conventions), oral communication, ability to work effectively with others, critical analysis (depth of thought, development of argument, logical analysis and insight), depth and breadth of coverage, and the ability to research effectively using both academic and contemporary sources.
GS1 GRADING SCHEMA 1 Used for standard coursework units
Students please note: The marks and grades received by students on assessments may be subject to further moderation. All marks and grades are to be considered provisional until endorsed by the relevant Board of Examiners.
| Type | Description | Value |
|---|---|---|
| Participation | Participation | 10% |
| Test | Mid-term test | 30% |
| Project | Service audit report | 20% |
| Examination | Final examination | 40% |
^ Mandatory reference
For the purposes of considering a request for Reasonable Adjustments under the Disability Standards for Education (Commonwealth 2005), inherent requirements for this subject are articulated in the Unit Description, Learning Outcomes and Assessment Requirements of this entry. The University is dedicated to provide support to those with special requirements. Further details on the support for students with disabilities or medical conditions can be found at the Access and Inclusion website.
Edith Cowan University has firm rules governing academic misconduct and there are substantial penalties that can be applied to students who are found in breach of these rules. Academic misconduct includes, but is not limited to:
Additionally, any material submitted for assessment purposes must be work that has not been submitted previously, by any person, for any other unit at ECU or elsewhere.
The ECU rules and policies governing all academic activities, including misconduct, can be accessed through the ECU website.
HOS2325|2|2