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Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page1 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the
document.
HGE401 Hotels and the Guest Experience
Upon completion of this subject, students should be able to demonstrate, in the appropriate
context, the ability to:
a) Understand the concept and development of professionalism within the
oader
tourism, hospitality and events industry;
) Critically evaluate how changing consumer behavioural trends are impacting customer
service;
c) Explore the co
elation between culture, customer experience and business
experience;
d) Analyse the impact of poor customer experiences;
e) Assess a range of strategies that hotels can take to improve their customers’
experience;
f) Assess which type of engagement meets the needs of the digital, social and mobile
customer.
Student Assessment
Students must attempt all assessments to qualify to pass the subject
Assessment Type When Assessed Weighting Learning Outcomes
Individual Report on the literature
(3,000 words)
Week 6 50% a, c, d, e
Group Project (Groups of 3) to
enhance guest experience (6,000
words)
Week 10 50% a, b, c, d, e, f
Assessment 1 – Report on Service Experience (Individual)
Your task for this assessment is to write an evaluative report of information found in the
literature relating to “employee involvement in service and the guest experience in a hotel
context”. Specifically, you will synthesise research from the scientific literature and industry
publications and draw conclusions based on your research. In writing this assessment, you
are required to follow the Assessment Structure Style Guide of a Business Report.
Your textbook Hudson & Hudson XXXXXXXXXXis the best place to start and for this assessment you
first should review chapters 1- 4. Together with the readings prescribed for topics 1-4.
It is our expectation that this scholarly piece of writing will at a minimum, include:
A definition of service and guest experience;
A historical overview of guest experience and how it has evolved;
The importance of employees and empowerment in service;
What might be the consequences for a hotel when they do not focus on service and
employees who deliver this service?
Concluding with your thoughts (based on research findings) on the importance of
delivering positive guest experiences in a hotel context.
Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page2 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the
document.
Assessment 2 – Report Technology to enhance Guest Experience (Group)
We live in a world, where technology has become an integral part of daily life. In the hotel
usiness, this is a crucial way hotels can differentiate themselves. Hotel businesses have to
stay a
east of the latest trends that meets the needs of the digital, social and mobile
customer; to allow themselves to personalise the experience for guests, and improve service
through the guest’s journey.
Your task in this assessment is to investigate what international hotel companies are doing to
stay ahead of the pack as it relates to technology, with focus on the guest experience. Discuss
the various stages of the guest journey from pre a
ival to departure, and the various
technological touch points and how this impacts the guest service experience; then make
ecommendations on how hotels can deliver distinctive customer experience utilizing the latest
technologies. In writing this assessment, you are required to follow the Assessment Structure
Style Guide of a Business Report.
The group project gives you an opportunity to work with a group of your peers and investigate a topic that is of
significant importance to the hotel sector. The purpose of this assignment is threefold. First, as a group project it
is designed to be a practicum for learning leadership skills including group decision making, conflict resolution,
interpersonal communication, and critical analysis. Second, writing is an important skill in any profession and this
is an opportunity for you to hone your writing skills. Finally, this assignment also provides you an opportunity to
investigate what hotels are doing right now.
Assessment submission Guidelines:
1. Typed and formatted following the Assessment Structure Style Guide and uploaded
to Turn-it-in on time of the due date.
2. To be submitted in electronic form as a word-processed file to http:
www.turnitin.com
3. Students must refer, in text, to academic and professional articles, plus others as
equired, in order to show competency in the assessment. A reasonable number for a
Master’s program would be XXXXXXXXXXwith at least 6 being academic journals).
4. All referencing must be in accordance with APA 6th Edition Referencing and
Academic Writing Guide on SharePoint.
5. A TUA assessment cover sheet to be attached with your paper.
6. See marking ru
ic on page three (3-6) of this document and remember you do not
need to attach this ru
ic to your submissions.
NOTE: For the group assessment, only one copy of the report is to be submitted to Turn-it-in
with all group members name of the cover sheet
AND
A BMIHMS Peer Evaluation form must be completed and submitted to the lecturer in your
workshop in Week 10.
http:
www.turnitin.com
Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page3 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the document.
Assessment Criteria for Individual Report
Criteria: The
outcome shows:
Fail = Unsatisfactory
performance-
Pass = Just Satisfactory
performance
Credit= Good quality
showing more than
satisfactory
performance
Distinction= Superior
quality demonstrating
independent thinking
High Distinction=
Outstanding quality
showing creativity and
originality
Use of
literature/evidence of
eading
20%
Either no evidence of
literature being
consulted or not
appropriate to the
assignment set.
Literature is presented
uncritically, in a purely
descriptive way and
indicates limitations of
understanding.
Clear evidence and
application of readings
elevant to the subject;
uses indicative texts
identified.
Able to critically appraise
the literature and theory
gained from a variety of
sources, developing own
ideas in the process.
Has developed and justified
using own ideas based on a
wide range of sources which
have been thoroughly
analysed, applied and
discussed.
Knowledge of theory
20%
Inaccurate or
inappropriate choice of
theory.
Selection of theory is
appropriate but some
aspects have been
missed or misconstrued.
Most key theories are
included in the work in an
appropriate
straightforward manner.
Insightful and appropriate
selection of theory in key
areas.
Assignment demonstrates
integration and innovation in
the selection and handling of
theory.
Analysis
20%
Fails to analyse
information.
Can analyse a limited
ange of information with
guidance using
classification / principles.
Can analyse with
guidance using given
classification / principles.
Can analyse a range of
information with minimum
guidance, can apply major
theories and compare
alternative
methods/techniques for
obtaining data.
Can analyse new and/or
abstract data and situations
without guidance using a
wide range of techniques
appropriate to the topic.
Conclusions
20%
Unsubstantiated/invalid
conclusions based on
anecdote and
generalisation only, or
no conclusions at all.
Limited evidence of
findings and conclusions
supported by
theory/literature.
Evidence of findings and
conclusions grounded in
theory/literature.
Good development shown
in summary of arguments
ased in theory/literature.
Analytical and clear
conclusions well grounded in
theory and literature showing
development of new
concepts.
Created: Rajka Presbury & Sophie Seeger Policy Owner:Dean
Modifed: Term 3, 2018 Version:4
Review Date: Term 4, 2018 Page4 of 6
This online version is a controlled document. Any printed versions are considered uncontrolled versions of the document.
Criteria: The
outcome shows:
Fail = Unsatisfactory
performance-
Pass = Just Satisfactory
performance
Credit= Good quality
showing more than
satisfactory
performance
Distinction= Superior
quality demonstrating
independent thinking
High Distinction=
Outstanding quality
showing creativity and
originality
Presentation and
Referencing
20%
• Unsatisfactory level of
presentation quality.
• Incompetent level of
understanding of
elevant software.
• No evidence of any
significant idea for
presentation.
• Inco
ect citing.
• No and/or very poor
eference list.
• Presentation quality to a
minimal level.
• Very little evidence of an
idea for the presentation.
• Somewhat reasonable
understanding of the
elevant software.
• Inco
ect citing.
• Poor reference list.
• Presentation quality to a
competent level.
• Reasonable evidence of
an idea for presentation.
•