LEARNING OUTCOME:

ORGANISATIONAL BEHAVIOUR

• Understand the importance of organisational behaviour in successfully managing a dynamic environment.
• Understand the individual’s contribution to organisational behaviour and performance by recognising the importance of personality, perception, attitudes and learning.
• Understand motivation, the various content and process theories and their implications for management and job re-design approaches to improve motivation.
• Understand about job satisfaction and its relationship to job performance together with stress, frustration reactions and the necessary management action to overcome them.
• Understand the nature, skill, significance and effectiveness of groups in organisations.
• Understand leadership theories and examine the key variables that determine the effectiveness of leadership in practice.
• Understand the nature of conflict and various approaches to securing conflict resolution.
• Understand formal and informal communication processes and networks, and examine the potential barriers to effective communications..

TRAVEL, TOURISM AND HOSPITALITY

• Understand the evolution and development of tourism.
• Understand the different forms of tourism demand and the factors affecting demand for tourism.
• Understand the concept of tourism supply and understand how different sectors work together in the tourism supply chain.
• Understand the economic, socio-cultural and environmental impacts of tourism.
• Understand the principles of sustainable tourism and the tourism planning process.
• Understand the role of tourism forecasting and understand current and future trends in tourism.

HUMAN RESOURCE MANAGEMENT

• Understand the importance of a professional approach to HRM as an essential means for optimising the performance and commitment of an organisation’s employees.
• Understand the roles of effective and efficient people resourcing (planning, recruitment and selection) in securing a workforce with the requisite knowledge, skills and attitudes, enabling them to contribute to organisational goals.
• Understand the theory and practice related to the full range of HRM functions (learning, performance management, reward/recognition and employee relations).
• Understand the content and significance of key development in the HRM arena, especially High Performance Working (HPW), employee engagement, employer branding, and self-managed learning.

MANAGING THE CUSTOMER RELATIONSHIP

• Understand the contribution Customer service makes to achieving organisational objectives.
• Know how to improve customer service performance in an organisation.
• Know how to manage the customer interface.
• Know how to improve customer service levels in specific contextual settings.
• Understand the role and impact of front-line staff in the delivery of customer service.

TRAVEL, TOURISM AND HOSPITALITY OPERATIONS MANAGEMENT

• Understand the key features of operations management in travel, tourism and hospitality businesses.
• Understand the role operating systems in travel, tourism and hospitality play in delivering service to customers.
• Understand the role of evolving technologies, in particular, ICT in the development of operational systems in travel, tourism and hospitality.
• Understand the key features of services and their implications for operations in travel, tourism and hospitality.
• Understand the role of customer feedback in enhancing services and operations in travel, tourism and hospitality.
• Understand how the concept of standardisation, in particular McDonaldisation, impacts on operations, service and consumer satisfaction in travel, tourism and hospitality.
• Understand the role of front-line staff in travel, tourism and hospitality operations.
• Understand the health and safety issues in the management of TTH operations from the perspective of both employees and guests.

TEACHER-STUDENT RATIO is 1:30

Entry requirements

ASSESSMENT MODE

• WRITTEN TEST/ ASSIGNMENT/ PRESENTATION / CLASS TEST

ASSESSMENT WEIGHTING

• EXAMINATION: 60%
• MCQ TEST/ PARTICIPATION: 20%
• PROFESSIONAL BEHAVIOUR: 10%
• PARTICIPATION: 10%

ASSESSMENT GRADING CRITERIA

• High Distinction (HD) – 80 Marks and Above
• Distinction (D) – 70 to 79
• Credit (C) – 60 to 69
• Pass (P) – 50 to 59
• Fail (F) – 49 Marks and below

AWARD CRITERIA

• Attain Minimum “Pass” in all modules
• No outstanding payment due
• Maintain 75% of Attendance of the course duration
• Completed ‘Evaluation Form’ to provide feedback

EXPECTED EXAMINATION RESULTS RELEASE DATE

• 1 month after the examination

EXPECTED AWARD CONFERMENT DATE

• within 2 months after successful completion of all modules