Estudia

• CB 1 - Aprenentatge i la creativitat competències: el desenvolupament d'una actitud proactiva cap a la innovació, la capacitat d'adaptar-se als canvis i nous entorns, habilitats per a la presa de decisions i resoldre problemes en situacions d'incertesa, la capacitat per desenvolupar noves idees i utilitzar de manera creativa en un context de gestió, l'ús de la coneixements i capacitats obtinguts en els diferents contextos culturals, la capacitat d'integrar i crear nous coneixements, i fer judicis en entorns complexos i incerts
• CB 2 - Competències analítiques: capacitat per a definir i seleccionar les prioritats per a l'assoliment dels objectius, el desenvolupament de la consciència crítica per interpretar i avaluar els resultats analítics, la capacitat d'emetre judicis amb informació incompleta o inconsistent, o on no hi ha codis d'ètica o professional o pràctiques d'orientació
• CB 3 - Competències analítiques: capacitat per definir i seleccionar les prioritats per a l'assoliment dels objectius, el desenvolupament de la consciència crítica per interpretar i avaluar els resultats analítics, la capacitat d'emetre judicis amb informació incompleta o inconsistent, o on no hi ha codis d'ètica o professional o pràctiques d'orientació, la capacitat de cercar, seleccionar i analitzar la literatura rellevant a la investigació i resolució de problemes complexos
• CB 4 - Competències de comunicació: capacitat de comunicar-se eficaçment conclusions de la investigació i el seu marc conceptual a una diversitat d'audiències, la capacitat d'articular els coneixements adquirits en les presentacions orals i escrites, capacitat d'escollir i aplicar les estratègies de comunicació apropiades de acord amb els objectius estratègics generals de l'organització
• CB 5 - Competències de l'organització: capacitat per treballar en contextos de responsabilitat social, la capacitat de negociar i arribar a acords justos, la capacitat d'organitzar i dirigir grups o equips intercultural, la capacitat per identificar l'equip d'organització, i les competències individuals, la capacitat per planificar de manera integral i aplicar de forma més equitativa i estratègies sostenibles de desenvolupament turístic per a les generacions presents i futures
• CE 9 - Capacitat per analitzar críticament, avaluar i aplicar el desenvolupament de destinacions i eines de gestió en una varietat d'escenaris, incloent els instruments financers, la capacitat per crear, gestionar i comercialitzar eficaçment nous productes turístics dirigits a diferents segments del mercat
• CE 12 Capacitat d'explicar el context normatiu de l'activitat turística, avaluar les seves conseqüències per a les activitats turístiques i el disseny dels acords de dret contractual d'executar les activitats turístiques

• 1. Define the demand for the product to be able to manage the inventory correctly.
• 2. Identify the available quality assurance measures in order to be able to apply them according to each situation.
• 3. Assess the demand for the product, and the existing inventory in order to set the suitable price.
• 4. Draft appropriate quality standards in order to be able to satisfy the customers’ needs.
• 5. Analyse particular complaints in order to manage the reputation correctly.
• 6. Adapt the distribution channel choice in order to get the right product to the customers.

1. Quality Management for the hospitality industry, incl. Codes of Conduct (ISO 10000)

2. Online Reputation Management, incl. Complaint handling (ISO 10002)

3. Principles of Revenue management: Forecasting demand, Inventory and price management

4. Distribution channel management

• ISO standards. Recuperat , a www.iso.org
• Hayes, D.K. & Miller, A. (2011). Revenue Management in the Hospitality Industry. Hoboken, N.J.: John Wiley & sons.

Activitats d'avaluació:

A - Excellent: For an excellent performance displaying a high level of command of all or nearly all the relevant aspects of the course. No aspect or only a few aspects of the course have minor weaknesses.
B - Very good:
For a very good performance displaying a very good command of most relevant aspects of the course. Some of the aspects of the course have minor and/or major weaknesses, with none or only a few major weaknesses in them. No remaining aspects have serious weaknesses.
C - Good: For a good performance displaying a good command of most relevant aspects of the course. Most of the aspects of the course have minor weaknesses, and none or only a few of the other aspects have major weaknesses, with no remaining aspects having serious weaknesses.
D - Fair: For a fair performance displaying a fair command of most relevant aspects of the course. Some of the aspects of the course have minor weaknesses, and some other aspects have major weaknesses, with no or only a few of the remaining aspects having serious weaknesses.
E - Adequate: For a performance displaying an adequate command of most relevant aspects of the course. Most of the aspects of the course have minor weaknesses, and some other aspects have major weaknesses, with no or only a few of the remaining aspects having serious weaknesses.
Fx - Inadequate: For a performance, which displays inadequate command of most relevant aspects of the course. Some relevant aspects of the course have serious weaknesses, and/or most of these aspects have major weaknesses.
F - Poor: For a performance, which displays a poor command of most relevant aspects of the course. Most of the relevant aspects of the course have serious weaknesses.

Criteris específics de la nota «No Presentat»:
Students who do not attend to the Evaluation Activity or do not present the compulsory deliveries.

Avaluació única:
This evaluation will consist on the same activities described in the program

Requisits mínims per aprovar:
Per considerar superada l’assignatura, caldrà obtenir una qualificació mínima de 5.0

Through direct email to the teacher of the subject, you can arrange meetings to do tutorials. It can be done both in person and online.

The Samepage platform will be used as the main communication channel with the students. Email communication is reserved for extraordinary reasons or to arrange tutorials.

The class seminars consist of lectures combined with discussions. The purpose of these lectures is to present a critical discussion and assessment of the main concepts of the course.

The teaching strategy is to present the instruments available to manage the quality, reputation, and the revenue of the tourism company. It focuses on tourism services and on how to assure that the quality of the service satisfies the customers’ needs, and at the same time, how to distribute and price the product to maximize the provider’s revenue. The purpose is to allow the student to extend their understanding of and ability to apply the instruments taught during the course, and to contribute to the student development in terms of disciplinary knowledge, analytic and critical thinking, independent and reflective learning, and information literacy, collaborative work, and effective communication.

Thus, this course aims not only to develop the student’s understanding and knowledge of a range of customer management tools but also to encourage the students to present their analyses and actions in a logical and convincing manner and to clearly show how their conclusions are based on evidence acquired through research.