Unit of Study HOTL6016 Service Design and Management (2025)

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Unit Snapshot

Unit type

PG Coursework Unit
Credit points

12
Faculty & College

Educational Partnerships Board
Placement

No

Unit description

Examines hospitality service and quality management using theory and case studies from real world situations. In particular - the three operational management concepts common to service organisations, the provision of services, and the management of service quality in hospitality businesses.

Unit content

This unit comprises six modules:

1.   Introduction to service design and management
2.   Service design and blue-printing
3.   Implementing service delivery processes
4.   Managing service delivery processes
5.   Measuring service delivery processes
6.   Quality assurance systems

Availabilities

Location	Domestic	International
Brisbane - The Hotel School	Term1,3,5	Term1,3,5
Melbourne - The Hotel School	Term1,3,5	Term1,3,5
Sydney - The Hotel School	Term1,3,5	Term1,3,5

Learning outcomes

Unit Learning Outcomes express learning achievement in terms of what a student should know, understand and be able to do on completion of a unit. These outcomes are aligned with the graduate attributes. The unit learning outcomes and graduate attributes are also the basis of evaluating prior learning.

On completion of this unit, students should be able to:

demonstrate knowledge of the principles and practices of service design

demonstrate the ability to analyse service delivery and quality management processes and systems

demonstrate the ability to design and implement a service delivery process and/or a quality assurance system

demonstrate the ability to reflect upon the challenges of implementing service delivery and quality assurance processes and systems.

Teaching and assessment

Teaching method

Workshop 1 hour (Weekly)

Tutorial 3 hours (Weekly)

Assessment
Viva voce	40%
Report	30%
Quiz	30%

Teaching method

Workshop 1 hour (Weekly)

Tutorial 3 hours (Weekly)

Assessment
Viva voce	40%
Report	30%
Quiz	30%

Teaching method

Workshop 1 hour (Weekly)

Tutorial 3 hours (Weekly)

Assessment
Viva voce	40%
Report	30%
Quiz	30%

Prescribed learning resources

Prescribed Texts

Prescribed text information is not currently available.

Prescribed Resources/Equipment

Prescribed resources/equipment information is not currently available.

Prescribed Texts

Prescribed text information is not currently available.

Prescribed Resources/Equipment

Prescribed resources/equipment information is not currently available.

Prescribed Texts

Prescribed text information is not currently available.

Prescribed Resources/Equipment

Prescribed resources/equipment information is not currently available.

Prescribed Learning Resources may change in future Teaching Periods.

Fee information

Domestic

Commonwealth Supported courses
For information regarding Student Contribution Amounts please visit the Student Contribution Amounts.

Fee paying courses
For postgraduate or undergraduate full-fee paying courses please check Domestic Postgraduate Fees OR Domestic Undergraduate Fees.

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