TLH339 Assessment

Assessment 1: Project Report

Individual project report, assessing learning outcomes 1 to 4, contributing 100% of module marks

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There is a brand-new Hotel being built and the management team has appointed you as a quality management consultant to recommend a strategy for delivering service at the new Hotel. Your report should:

• Justify the importance of managing and measuring service quality.
• Recommend the adoption of appropriate service quality management methods.
• Assess the impact of leadership and service culture on front-line employees, their engagement and managerial implications.
• Design a customer feedback system (CFS) framework that the Hotel can use to monitor and continually improve service quality.

Your answer should be justified and illustrated by specific examples of best practice organizational operations.

You will be given credit for your ability to draw on a range of sources; these may be academic, or industry specific. Credit will also be given for a clearly structured answer that responds equally to each of the points laid out above, for the use of relevant examples, for demonstrating analytical powers, and for original or imaginative thinking.

Demonstrate in the report an ability to explore a theoretical argument that has clear implications for service businesses. The response should critically appraise the main theories and principles associated with the management of quality and service quality management. It needs to build upon wider reading and other managerial issues and will benefit from clear examples from the area of hospitality, tourism or events.

Make a reasoned argument in an academically well written report that leads the reader through argument and debate to a clear conclusion. The argument will therefore embrace the service concept whilst identifying a range of theoretical quality models.

The word limit is 4,000 words.