As a Senior Learning Facilitator with BMIHMS at Torrens University, I teach as part of the Masters of International Hotel Management program; students depth of achievement should be “specialised knowledge and skills for research, and/or professional practice and/or further learning” (AQF, 2013). One of the units I teach, is the Hotels and the Guest Experience (HGE401), which is a highly theoretical face-to-face unit, and one of the first courses students take as they embark on their 2 year academic journey with BMIHMS at TUA.
This subject engages the student in critically examining ways to improve guest experiences. It begins with an introduction to the fundamental concepts associated with hotel services. Leading to the development of a framework that can be applied to designing “customer experience” that will leave lasting impressions, increase revenue and encourage repeat business and referrals (SharePoint, 2019).
Student Demographic
Predominately International students, with a large number originating from India, Nepal, the Philippines, and Vietnam.
Age group 21-25; undergraduate in hotel management or career change.
Mix of male and female (50/50).
Past classroom experience teacher centred philosophy, students expected to memorize information and transmit knowledge in the form of an exam.
Subject Learning Outcomes
| a. | Understand the concept and development of professionalism within the broader tourism, hospitality and events industry |
| b. | Critically evaluate how changing consumer behavioural trends are impacting customer service |
| c. | Explore the correlation 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. | Develop innovative and creative approaches to engage and meet the needs of the ever-changing customer market |
References:
Australian Qualifications Framework Council, (2013). Australian Qualifications Framework Second Edition January 2013. Retrieved from https://www.aqf.edu.au/sites/aqf/files/
BMIHMS at Torrens University, (2019). SharePoint HGE401 Subject Content. Retrieved from https://laustu.sharepoint.com/sites/bmportal/Subject/HGE401/default.aspx
