This module offers a truly practical perspective on the strategic aspects of hotel management and 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 organization.