Guest Experience Module in the International Hospitality Management Programme

Guest Experience, is a theoretical module of the first year of the International Hospitality Management Programme. This module looks at the relationships between operational staff in hospitality organisations and the guests they serve. The focus is on different forms of hospitality and the diverse approaches that organisations take when dealing with guests. It also concentrates on the interrelation of employee and customer satisfaction together with the intercultural and ethical issues that may arise. As a student of the Hospitality Management Programme you will experience these situations from both sides: as a host and as a guest.


In this module the students will also be introduced to the concept of marketing, the practice of marketing management in organisations and the influence of culture. On visiting a hospitality organisation as a guest  the students will discover the importance of effective communication, customer expectations, the goods and services offered along with the actual delivery of such through various marketing and promotion activities  and the quest to bridge the gaps between expectations and actual delivery.

The experience as a guest and as an entrepreneur will offer the opportunity to understand the basic principles and concepts of marketing and research utilizing basic statistical tools. The module itself is sub grouped into learning units which aid in giving the students an in depth understanding of the subject at hand. This module comprises of but not limited to learning units such as;

1# Applied Integrated Marketing, which enables students to describe the basic concepts of marketing and its relationships with intercultural management, reputation management and sustainability.  It also focuses on the important role of consumer behavior within the entire marketing process.

2# Hospitality Applied research,  where by students begin to understand basic research methods including data collection and applying these at a basic level through the use of statistical tools. Most restaurants attempt to create unique experiences for their customers.  In order to enhance the guest experience, managers should track the wishes and suggestions of guests.  Very often guests describe their experiences in terms of quality.  How should this quality be defined?  Which factors contribute to the overall restaurant quality? To find an answer to these questions, and others, the student will conduct some research.

3# Business English, As the language of commerce, English business terminology is an important skill-set that the student must acquire.  As such, this unit concentrates on business English whilst also improving the student’s verbal skills necessary for meetings and debate.

This module is assessed by means of (PBL) Problem based Learning, case studies, written assignments and an end of module test in which all the various components of the module are featured on an interdisciplinary basis. We are really looking forward to welcoming students of the International Hospitality Management Programme  cohort 2017 -2018 into this module. As the new academic year is fast approaching Stenden University Bali is in the process of preparing a number of exciting field trips to several successful businesses in the Hospitality industry based in Bali; guest lectures with experience in this field particularly, real life case studies and so much more. Click on this link to find out what one of our students has to say about the International Hospitality Management.


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