Estudia

• 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.
• 7. Communication abilities and language skills. Students should be able to prepare written documents that are clear and concise, using appropriate style for the intended audience, and prepare and deliver oral presentations that are clear, focused, well-structured, and delivered in a professional manner.
• 8. Teamwork skills: social competence, cognitive and emotional empathy, and leadership practice. Students should be able to participate collaboratively and responsibly in teams, and reflect on their own teamwork, and on the team’s processes and ability to achieve outcomes.
• 9. Ethical responsibility: Students will have a sound awareness of the ethical, social, cultural and the environmental implications of the business practice.

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, incl. Forecasting demand, Inventory and price management

4. Distribution channel management

Activitats d'avaluació:

10 (A) Excellent: For an excellent performance displaying a high level of command of all aspects of the relevant material, with no weaknesses or only a few minor weaknesses
8.5 (B) Very good: For a very good performance displaying a high level of command of most aspects of the relevant material, with some minor weaknesses
7 (C) Good: For a good performance displaying good command of the relevant material, but also some weaknesses
6 (D) Fair: For a fair performance displaying some command of the relevant material, but also some major weaknesses
5 (E) Adequate: For a performance meeting only the minimum requirements for acceptance
3.5 (Fx) Inadequate: For a performance, which does not meet the minimum requirements for acceptance
0 - 2 (F) Poor: For a performance, which is unacceptable in all respects
Evaluators’ task is to identify weaknesses (whenever they exist) in the results of the written report, in the quality of individual participation in preparatory activities, classroom, and the field trip activities.

The class consists of informal lectures combined with class discussions. The purpose of the informal 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. Students will choose a tourism service and write a report regarding 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 of this assignment 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. Students must also expect to work effectively in teams and to prepare formal written assignments in a clear and logical manner. 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.