HOST302: Service and Experience Management - Management Assignment Help

Assessment instructions

In groups of 3 or 4, students will choose an organization from the list of organizations provided by the course lecturer.

For their chosen organization, students are required to review and (re)design a guest service environment, incorporating spatial layout, aesthetics, employee needs and task functionality.

Students are required to present findings of their report in class. Up to 20 minutes (min 10 minutes).

You can choose any one of the following organizations:

1. Sheraton on the Park, or any hotel that is of a similar standing in or near the CBD precinct
2. Mantra Parramatta, or any hotel in or near Parramatta CBS that is of a similar standing.
3. Crinitis Darling Harbour (an Italian restaurant) or any restaurant of an equivalent size or standing, anywhere in NSW
4. MacDonald’s or another fast-food outlet – anywhere in NSW
5. Woolworths or Coles – anywhere in NSW
6. A service organization of your choice – but you will need to check with your lecturer for its suitability for your group assignment before you are allowed to use this option.

Case Study (Part 1-20%)
Course Learning Outcomes (CLO’s) related to this assessment:

• CLO3- Analyze the role of the guest in the co-creation of service experiences
• CLO4- Evaluate and apply service recovery principles to service failures

You will need to support your case study with findings from various credible sources that are current and relevant to the topics. This may include hospitality and tourism; personnel, product suppliers, newspapers, magazines, journal articles, textbooks, internet, media, general stakeholders.Be sure to reference your sources, recommended 6 sources.

You must include the following for the structure your submission:

• Assessment Task Cover Sheet
• Title Page
• Table of Contents
• Introduction (about 10% of the word count)
• Body
• Conclusions
• Recommendation
• Reference list
• Appendices

Summary of topics studied in this course up to week 10

• The experience economy and guest-centered service
• Metamorphosis of Service
• Nature of Service: Guest Expectations and Planning
• Service Quality
• Understanding and Engaging Customers
• Service Vision, Service Design, and the Service Encounter
• Servicescape and the service space
• Service Marketing: Managing Customer Experiences and Relationships
• Service Guarantees, Service Failure and Service Recovery
• Managing and Engaging Employees in Service Organizations

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