The International Hospitality Management Code ... - Stenden Rangsit

Planning
Module coordinator Mr. F. Swint
Study load 336
European Credits 12
Desired entry level Admitted to the IHM main phase
Module objectives After participating in this module, a student should be able to:
1. Describe the service marketing concept of the company.
2. Interpret marketing concepts and the way these can be
translated into operations design and planning.
3. Explain different types of internal processes of all departments
and can relate these to the service marketing concept of the
company.
4. Produce appropriate data for management decisions on
operations and innovations.
5. Explain the complexity of the daily operations (based on a real
life case); distinguish the different topics in it and to
demonstrate a comprehensive solution.
6. Execute a variety of creative and problem solving techniques.
7. Construct guest/client relationship management programs and
develop plans to implement these.
8. Evaluate management decisions with regard to the sustainability
of HR aspects of the organization.
9. Reflect on the legal consequences of innovations.
10. Execute project management techniques, including a feasibility
study.
11. Judge the financial consequences of an innovation in a company.
12. Exercise the appropriate techniques to plan capacity, and to
manage revenue.
13. Exercise the appropriate techniques to forecast aspects of daily
operations.
14. Identify cultural barriers and cultural bias in the daily operations
and to demonstrate how to cope with these.
Module content This module relates the daily operations to the changing environment.
The growing individualisation asks for more individually oriented
products, services and experiences. Service marketing concepts have
to be adjusted to the changing wishes of guests. The main focus of
this module is therefore: “looking from the outside world to the inside
daily operations”.
This includes interpreting trends and developments (inside but also
outside the hospitality industry) and translating these into the
operations design and planning.
A manager must be able to create new services, and judge how these
new services are implemented in her organisation. (From the
perspective of marketing, finance, law, sustainability and research)
Managing capacity is another challenge in the hospitality industry.
Choices need to be made in order to generate a maximum amount of
revenue form a fixed capacity. Future managers need to be equipped
with the right tools to make these choices.
Educational methods PBL, lectures, workshops, consultation hours, management game
participation, written reports, project file, presentation, short answer
Assessment
test
Part 2 Hotel Management Study Guide 2011-2012 40