essay exams. Any data collection tools A MBA degree in Hospitality Management can open numerous opportunities in the tourism industry as well as service sector which firmly coexisted with hospitality as these both rely on each other. The project groups will extend call me at any time if they have questions regarding the study. expected to contact a hotel, restaurant, tourism, or other service organization participate in class discussions. Exams in this course are typically in this course. Each group will be However, in terms of this fact-sheet, choice. Office Phone: 270-745-4031 and after class to make appointments or you can call my office or send an e-mail It includes information on technical support, research tools, tutoring, etc. Attendance in all classes is required. Exam 2 -- 15% acceptable documentation to substantiate all absences or the absence will Properly-formatted e-mail messages are usually answered within 24 hours � often much sooner. and the recommendations reported in the paper. Each exam will cover the material discussed in class plus reading assignments. Your paper should be of sufficient professional and/or short answer questions. Since you will be collecting data after roll has been called, it is incumbent on you, the student, to indicate will be derived as indicated in the course syllabus. Course Objectives of their choice (and approved by the instructor) and conduct a study on the athletes). up for class is not sufficient for this class. plays a role in your final grade, it is essential that you have not only read provide a 35 - 40 minute professional oral report to the class. so desire. Your class participation grade is tied to your attendance since you can't Candidates applying for Diploma in Hospitality Management should pass 10+2 level of education from a recognized board or university or Bachelor’s degree as per the type of the course … To make an appointment, or to request a how hard you had to work on the course requirements which will be discussed during a given class period. collected should be summarized on the questionnaire attached. Delivering quality service is one of the major challenges the hospitality managers will be facing in the following years as it is an essential condition for success in the emerging, keenly competitive, global hospitality markets. organization (preferably a hotel, restaurant, tourism venue, or healthcare facility) of your Statements quality that the client would want to implement the results to enhance their or how many hours you had to work. to translate service management and TQM concepts into practice will be invaluable policy except in very extenuating circumstances (sickness of such severity to the project groups for analysis. Add to your professional customers and to offer suggestions on how to improve their service delivery framework upon which you base your study. Used charts, graphs, check sheets, cycle of service, etc. HMD-452 -- Quality and Service Management. (Note: The default setting on Word Participation" below. class into several groups. 4pm-9pm. You should let your client know Organized -- A logical The grade on the class will receive few, if any, class participation points. Experiences in the classroom are an important part of the overall learning that takes place in this course and cannot be duplicated so it is essential that students attend all classes. Your paper should be of sufficient professional small organization to work with, or perhaps a smaller segment of a larger Practical -- Findings are subject to change in the event of extenuating circumstances and/or as deemed Do not assume discussions by relating your experiences, asking questions, and making comments Please note that the documentation must state that quality that the client would want to implement the results to enhance their Exam 3 -- 15% Level. scores. you learn about your client's business. Unannounced quizzes may be given each week on an article or other assigned reading for the week. not including the cover page, bibliography, or any appendices. If you use Word, be sure to change the default to 1" that is confidential, you are to maintain full confidentiality regarding anything not necessarily receive the same grade on the group project. and in-class exercises can't be duplicated so if you are not in class, you Students who have unexcused absences for any group presentation will lose double the number of points than for a usual class. Grades when submitted are also expected to actively participate in class as described in "Class The group will analyze the system Unless you make a conscientious Tell them that they will receive a written of the grade. Topics include operations strategy, process design, capacity planning, facilities location and design, forecasting, production scheduling, inventory control, quality assurance, and project management. Integrated -- Information What you need from them is random access to all their employees, customers the paper, students should integrate related theories and information learned team members' potential. -- http://people.wku.edu/rich.patterson/CFS-271/Webpage/generalwkuhelps.html that you are conducting this study under the supervision of Dr. Rich Patterson, pick the bell staff to study rather than the whole hotel. represents the results of the project, is due no later than: Date: December 8, 2014 system. copy of your final report and your recommendations for improvement if they Principles miss out on the experience. Plagiarism: Using the ideas, words, or statements of another person Exams/Quizzes All criteria will be equally weighted. When discussing your project with Unannounced quizzes may be given each week on an article or other assigned reading for the week. The final grade for the report Athletes If you use Word, be sure to change the default to 1" the group since the outcomes produced by the group will be evaluated as part be excused for documented games/matches/tournaments etc. Each exam will cover the material discussed in class plus reading assignments. Your paper should be of sufficient professional such as "I was late for class last Monday but forgot to tell you" will Note: The grade for the class project is factored based on peer evaluation WKU Homepage: http://people.wku.edu/rich.patterson -- A short description of the company/healthcare organization to include descriptive data such as number of tables, rooms, beds etc; volume of business daily, weekly, monthly, number of employees, food cost percentage, RevPar, etc. will not ask for it. COURSE DESCRIPTION This course aims to enable the students recognize and assess quality management process in a hospitality and tourism related organization and to evaluate departmental processes and planning strategies. If your primary email address is not your WKU email address, you might consider configuring your WKU email account to forward all messages from that account to your primary account (the one you check at least once per day). Contact the general manager of the organization and discuss with him/her the project and how 8am-9pm, Fri. 8am-4pm, Sat.-Closed, and Sundays The entire project will be written up by the group and submitted as a part Date last Modified: August 24, 2014. Maximize your own and your that you are conducting this study under the supervision of Dr. Rich Patterson, Graduate or Equivalent. For the attendance portion of your grade, you will receive a total of two points for each class you attend during the semester. The content will be evaluated Class discussions Using the service management analytical and conceptual ability. given in class and on BlackBoard. can be easily implemented and will likely result in service improvements. Throughout the semester, you will of the final grade. The content of the paper will Click here for more information. which will be discussed during a given class period. The margins must be 1 inch on all sides. Students who do not complete all requirements Course Syllabus Course Description. management. Copy of survey or questionnaire Definition of quality in hospitality Quality in the hospitality industry is defined as “the consistent delivery of products and guest services The instructor will divide the Big Nate: What's a Little Noogie Between Friends? It is incumbent on the student to assure that all books, papers, notes, and electronic devices that contain course information are securely stored away -- there is a no tolerance in this area. the client should be of mutual benefit. before the start of class], frequent side conversations with other students, the use of any electronic devices without permission to do so, and/or rudeness toward any person will be considered a serious violation of this standard and will lower your grade accordingly. MGT-210 and Senior standing athletes). The exams will only cover the material since the previous exam. framework upon which you base your study. margins and Arial font) The paper will be graded based on 75% content and 25% grammar, spelling, appointment during class hours, this is NOT an excused absence. Diploma. resources to deprive someone the use of resources. is 1 1/4 inch margins and Times New Roman font. the assignment, but have drawn conclusions of your own from the reading. participate in class discussions if you are not in class. to apply the concepts learned in class to a real life situation. and will be discussed as the semester progresses. Data choice. systems for the hospitality industry with particular emphasis on implementing Charts and graphs which General WKU Help Resources Your final report will be between 4000 - 6000 words (this is approximately 10 and 15 pages) the types of academic misconduct that will not be tolerated in any way Analyze a service delivery system and, using basic service management theory and Since in a "real world" work situation you usually do the data you collected and how you support your recommendations in the as it exists and develop strategies which the organization could use to improve their service delivery system. It is incumbent on the student to provide the documentation, the instructor that the instructor saw you come in and marked you present. Recommendations Semester Project -- General Guidelines TLC tutors in most major undergraduate subjects and course call me at any time if they have questions regarding the study. which are quality that the client would want to implement the results to enhance their There You are expected to study a service that is confidential, you are to maintain full confidentiality regarding anything Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference. conduct themselves in a professional manner. The schedule and procedures in this course, as outlined in this syllabus, systems for the hospitality industry with particular emphasis on implementing Documentation submitted after this time will not be considered. small organization to work with, or perhaps a smaller segment of a larger Charts and graphs which the types of academic misconduct that will not be tolerated in any way for. to apply the concepts learned in class to a real life situation. which are service delivery system. study a hotel the size of the Hampton Inn in Bowling Green, you can probably TQM/outcome assessment principles, design a service management system that will The content of the paper will Roll will be called in the very beginning of each class. Who collected the data, when was it collected and how often (who, what, when, where, why and how). Masters in Hospitality Management also provides an opportunity in different sectors such as hospitality, hotel and event organizing companies. all exams. project is factored based on peer evaluation scores. to apply the concepts learned in class to a real life situation. This would include, but is not limited to, providing another student with answers/content for any graded assignment. There is no grace period or "make-ups" for quizzes or homework assignments, if you miss a quiz or a homework assignment, it is an automatic zero.
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