Current course offerings

Please Note: Course profiles marked as not available may still be in development.

Course description

This course builds on the foundation service management course and examines service management theory in the context of the world's best hospitality and service organisations to better understand service excellence, service orientation and service culture. The course examines leadership at two levels - the individual level (people as leaders) and the organisational level (companies as leaders). Topics include the study of leadership theories and styles, creating a service-oriented organisational culture and values, decision-making, team dynamics, the role of emotions in leadership, and a review of international best practice hospitality organisations. Students will study industry best practice and create their own comprehensive case studies of service excellence in hospitality.

Archived offerings