Take your Managing in the Service Environment course online today!
Home / FAQs / Online Degrees / Certificate Courses / Admission Policies / Class Rooms / Request Info.

Canyon College

online Managing in the Service Environment course at Canyon College

COURSE SYLLABUS: Managing in the Service Environment


Course Title:
Department:
Instructor: 		HT492 - Managing in the Service Environment
Hospitality and Tourism
Marco A. Albarran, MBA, BS, CHRIE E-Mail | Vita


COURSE DESCRIPTION:

This course examines the service concept and environment to familiarize the student with the fundamental areas of knowledge comprising managing in the service sector. Emphasis is placed on the importance of overall quality of services and customer satisfaction. This course provides students with all the basics of how to deliver quality customer service in the many areas of hospitality.

COURSE OBJECTIVES:

Upon successful completion of the course, the student will be able to:
  1. Understand, the role, characteristics and importance of service encounters.
  2. Recognize customer needs and motives as they pertain to purchase decisions.
  3. Identify the groundwork for quality, customer service, and value creation.
  4. Apply a competitive strategy focus as it pertains to the service industry.
  5. Define how to increase productivity of service employees.
  6. Discuss forecasting, routing, scheduling, project management, and goal programming.
The time frame for this course is eight (8) weeks.

Required Text: Online Bookstore

Textbook:
Providing Quality Service: What Every Hospitality Service Provider Needs to Know by Haksever, Barry Render, Roberta S. Russell, and Robert Murdick
Prentice Hall, 2000, (USED IS FINE)
ISBN #: 0130813389

COURSE ASSIGNMENTS

Weekly written course assignments consist of answering discussion questions or case questions in narrative form in approximately 200 to 500 words. All answers must be typed, double-spaced, and numbered or work will be returned for proper numeration of answers.

Week One
Chapters 1,2 and 3. Do Study Questions and One Application Interaction Exercise

Week Two
Chapters 4,5 and 6. Do Study Questions and One Application Interaction Exercise

Week Three
Chapters 7,8 and 9. Do Study Questions and One Application Interaction Exercise
Midterm Review Week Four
Chapters 10, 11 and 12. Do Study Questions and One Application Interaction Exercise Week Five
Chapters 13, 14 and 15. Do Study Questions and One Application Interaction Exercise

Week Six
Chapters 16 and 17. Do Study Questions and All Application Interaction Exercise

Week Seven
Chapter 18. Do Study Questions and All Application Interaction Exercise
Final Review
Week Eight RESEARCH PROJECT

Please write an objective secret shopping report on your favorite restaurant or hotel. Please evaluate all areas of hotel and restaurant. This report will not be more than 5 pages. Please write down the times you interacted or received services. Please include names and description of employees you interacted with. Some subjects to touch are responsiveness to needs, professionalism, value, overall satisfaction, cleanliness, intent to return, and brand integrity. Once we get into this discussion, we will see what it is asked for in this report. The whole purpose is to measure quality and service. Keep in mind you are doing this for a manager and owner, so be very objective and do a step by step interaction of what happened in your shop.

Assignments and Writing

At the undergraduate level, students are expected to have an advanced writing style; therefore, all written assignments must be typed on a computer in an organized format of your choice as long as it is appropriate for the information being presented. Answers to discussion and case questions should usually consist of several sentences. Because effective communication is a primary element of success in today's competitive business environment, spelling, grammar and punctuation will be strictly enforced and graded as part of the assignment. Exceptions will not be made.

Plagiarism is unquestionably the worst academic violation a student can commit. If you are caught utilizing material without proper reference or citation, you will receive an automatic failing grade for this course. All references must be cited as a footnote or endnote utilizing any acceptable style of your choice. If you have any questions in this area, please contact me.

All assignments must be turned in on time to receive full credit. Incomplete answers will not receive full credit. Please make prior arrangements for unusual circumstances.

Grading

The course grading criteria is as follows:

Mid-Term
Homework
Project
Final Exam
TOTAL 		25%
25%
25%
25%
100%


100 – 90
89 – 80
79 – 70
69 – 60
Below 60 		A
B
C
D
F


Final Note

I look forward to assist and instruct you in this course. Should you have any questions, please feel free to email me at your discretion. I wish you the best in your studies.

M. Albarran