This module offers a truly practical perspective on the strategic aspects of hotel management, and on its importance to the successful operations of hotels. It covers the areas of Human Resources, Quality Management and Customer Service Management. The course highlights the importance of Human Resources to the development of successful hotels, covering the essential aspects from recruitment and selection to incentives and rewards. It also introduces strategies in hospitality Quality Management that elevate and measure the level of quality for both customers and employees. Students will learn how to implement the SERVQUAL model within a hospitality organisation.
● Demonstrate understanding of the interplay among different aspects of management, leadership and organisational culture and apply this understanding to a hospitality organisation of your choice
● Critically evaluate strategic human resource management (SHRM) frameworks and concepts within the hospitality industry
● Critically examine the main arguments of best fit vs. best practice approaches to strategic human resources management
● Demonstrate an understanding of Total Quality Management and its application to specific hospitality contexts
● Analyse and evaluate approaches to measuring the performance of hotel facilities
● Evaluate the principles of contemporary hospitality design and capacity planning
● Demonstrate understanding of the importance of effective and efficient customer service management in the hospitality and tourism industry.
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ESEI uses the project-based learning and assessment methodology across all modules taught in our master programs. This means that you will work together in groups to develop projects that require creativity, team work, and problem-solving skills.
The main benefit of Project-Based Learning is that by the time you graduate, you will essentially have a portfolio of work to show which will be directly applicable to what you’ll be doing as a future employee or business owner.
It’s up to the teacher to decide on the format of the project – it can be a case study, a written report, a video, a role-playing activity, a podcast, or any other kind of media that gets your point across. The teachers create the project briefs and oversee the progress that teams are making week after week with regular check-in points.
Final Project – 80%
● 40% GROUP Project submission
● 20% INDIVIDUAL Project submission
● 20% GROUP PRESENTATION of the Project and Q&A
Class Participation- 20%
● 20% of the grade will be based on how students participate/engage in class and with the virtual classroom space.
Magreet van Egmond is a Tourism professional with more than 25 years of experience in a variety of fields including Hospitality, Events Organization, and Tourism & Leisure. She has led teams, motivated commercial agents and developed new sustainable strategies for various touristic enterprises in Spain, the Republic of Maldives and in the Netherlands.
Margreet is currently involved in creating “Brain-Friendly” training programs and offering training and consulting solutions to Hotels, Local Governments, Restaurants and independent Training Bureaus.
