Unit

School Of Management

Hospitality Employee and Guest RelationsWestern Sydney University Unit Code: 200560.1

Discipline: BUSINESS MANAGEMENT

Student Contribution Band: 3

Level: 3

Credit Points: 10

Assumed Knowledge
Basic knowledge of hospitality industry is assumed.

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About this Unit
The unit gives attention to the service-focussed, experiential nature of hospitality products, and focuses on the interpersonal aspects of managing employees and customers in these types of environments. Students will gain an appreciation of human behaviour in hospitality organisations, and will learn how to apply this knowledge in workplace situations. The unit provides students with an understanding of the skills required to be an effective team leader in the hospitality industry, with reference to the different types of work team arrangements. Students are introduced to some of the sources of customer satisfaction and dissatisfaction in hospitality settings, and to the challenges these present for both front-line staff and team leaders.