EG306-4-FY-CO:
Delivering the Customer Experience 1
2023/24
Edge Hotel School
Colchester Campus
Full Year
Undergraduate: Level 4
Current
Thursday 05 October 2023
Friday 28 June 2024
30
21 March 2024
Requisites for this module
(none)
(none)
(none)
(none)
(none)
BA N863OS Hotel Management,
FDA N86GSS Hotel Management
This module will introduce you to the concept and importance of the centrality of the customer experience as fundamental to all activity within a hotel business.
The module will provide you with the opportunity to reflect on and take part in delivering customer excellence within the various functions of the hotel operation, enabling you to acquire the practical skills which will support the
understanding and knowledge gained from the module Introduction to the Customer Experience.
This module aims to enable you to:
1. Determine and where possible demonstrate and reflect on the professional skills and knowledge required across the guest service functions of hotel operations.
- The service ‘touch points’ in the guest experience;
- A guest service journey, from entrance to exit;
- Observing guests and collecting guest intelligence to improve guest service levels;
- Exceeding guests expectations;
- Understanding and analysing the visual cues provided by the guest in the food and beverage environment;
- Identifying and understanding the relationship between the host and guest in the
restaurant setting;
- Delivering appropriate food and beverage service styles to meet guests needs;
- Identifying and responding to a guest needs at the point of arrival, during their stay, and at the point of departure;
- Preparing, checking, delivering and processing guest bills in the appropriate manner;
- Identifying and providing a range of concierge services to meet the guests
expectations;
- Identifying and analyzing the importance of the support functions and delivering
guest satisfaction;
- Identifying and understanding the relationship between guest experiences,
satisfaction and business objectives.
2. Understand the importance of identifying and meeting individual customer needs and requirements.
- Identify examples of best practice in identifying the meeting customer needs in a
variety of hotel contexts;
- Understand how to implement best practice examples;
- Understand and practice the art of observation in recognizing customer needs.
3. Understand the importance of customer feedback and dealing with it in a professional and timely manner.
- Identify industry best practice;
- Develop a range of approaches to respond to customer feedback;
- Implementation of customer feedback approaches.
4. Determine and where possible demonstrate effective team working across hospitality operations providing customer excellence.
- Working within and understanding, role behaviour, benefits and barriers in the
developing a effective and successful team in meeting guest expectations;
- Developing the skills required for successful communication within a team and
between teams and the transfer of guest intelligence in providing guest services.
5. Recognise good practise concerning contemporary PESTLE issues and their impact on customer expectations.
- Contemporary hospitality environmental issues;
- Impacts and Implications.
6. Conform to or demonstrate an understanding of the requirements of the “Professional Code of Practice”.
At the conclusion of this module you should be able to:
1. Determine and where possible demonstrate and reflect on the professional skills and knowledge required across the guest service functions of hotel operations.
2. Understand the importance of identifying and meeting individual customer needs and requirements.
3. Understand the importance of customer feedback and dealing with it in a professional and timely manner.
4. Determine and where possible demonstrate effective team working across hospitality operations providing customer excellence.
5. Recognise good practise concerning contemporary PESTLE issues and their impact on customer expectations.
6. Conform to or demonstrate an understanding of the requirements of the “Professional Code of Practice”.
No additional information available.
Learning and teaching will take place in either the practical areas of the Wivenhoe House Hotel supported by the academic and professional practitioner's feedback and expertise or via online learning with group and /or individual tutorials being used to support the development of a work based portfolio
This module does not appear to have a published bibliography for this year.
Assessment items, weightings and deadlines
| Coursework / exam |
Description |
Deadline |
Coursework weighting |
| Coursework |
PPA 1 |
|
25% |
| Coursework |
Reflective Statement |
|
50% |
| Practical |
PPA 2 |
|
25% |
Additional coursework information
This module involves a work placement in Wivenhoe House Hotel therefore there is a requirement to complete the requisite number of work placement hours before undertaking assessment. Therefore reassessment of this module may include work placement hours as well as a formal reassessment in the form of a Professional Performance Assessment (PPA).
Exam format definitions
- Remote, open book: Your exam will take place remotely via an online learning platform. You may refer to any physical or electronic materials during the exam.
- In-person, open book: Your exam will take place on campus under invigilation. You may refer to any physical materials such as paper study notes or a textbook during the exam. Electronic devices may not be used in the exam.
- In-person, open book (restricted): The exam will take place on campus under invigilation. You may refer only to specific physical materials such as a named textbook during the exam. Permitted materials will be specified by your department. Electronic devices may not be used in the exam.
- In-person, closed book: The exam will take place on campus under invigilation. You may not refer to any physical materials or electronic devices during the exam. There may be times when a paper dictionary,
for example, may be permitted in an otherwise closed book exam. Any exceptions will be specified by your department.
Your department will provide further guidance before your exams.
Overall assessment
Reassessment
Module supervisor and teaching staff
No
No
No
Available via Moodle
No lecture recording information available for this module.
Edge Hotel School
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