TH60099E – Service Operations Management
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1 Module overview
1.1 Introduction, aims and summary of content
This module includes the delivery and assessment of operational management practices such as
team building, training and development, motivation, quality management, risk assessment,
legislative controls, financial controls, in order to successfully plan and facilitate day-to-day
hospitality service operations.
This module aims to provide students the opportunity to practice operational management skills
and apply theoretical concepts in a hospitality context.
1.2 Learning outcomes to be assessed
On completion of this module, students should be able to:
LO1 Apply a variety of management tools that contribute to the success of the hospitality service
LO2 Formulate and facilitate solutions to a variety of operational problems.
LO3 Critically evaluate information to assist in the management of processes.
LO4 Analyse the principles and process in operations management along technology planning,
control and management of new technology on service operations.
LO 5 Reflect achievement within a group and personal setting.
1.3 Scheduled contact hours
Teaching Contact Hours 42 hours
Independent Study Hours 158 hours
Placement Hours N/A
Total Learning Hours 200 hours
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2 Assessment and feedback
2.1 Summative assessment grid
2.2 Assessment brief including criteria mapped to learning
2.2.1 Assessment 1
Task: Report LOs: 1,2,5
You are currently working as a consultant for ‘Global Service Operations Consultancy’ (GSOC).
Your client currently does not have an operations manager position. You have been tasked with
completing a report which evaluates the necessity of the role.
Investigate the role, challenges and opportunities faced by a service operations manager within
your specific field (hospitality or hotel management). Choose a business within your field to use as
an example, giving context and parameters to the report. Apply relative theories to illustrate how
the opportunities can be capitalised on and identify solutions to the identified challenges.
2.2.2 Assessment 2
Task: Presentation LOs: 1-5
GSOC has tasked you and three colleagues with a service recovery project. Service recovery can
be defined as the action of investigating a service failure. The outcome of the investigative process
is improvement of the service and organisational performance.
In groups of four choose one of the case studies provided. Examine the issues described in the
case study and identify, evaluate and analyse the key issues.
Give a Pechakucha (4 slides per person) presentation providing solutions to the identified
problems and suggest innovative ways these can be developed into opportunities. Underpin
identified issues and innovation with relevant concepts and theories.
For guidance on online submission of assignments, including how to submit and how to access online
feedback, please refer to the UWL Blackboard student-help pages at:
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2.3 Learning materials
The reading list for this module is available on Blackboard in the module area or by
searching https://uwl.rl.talis.com/index.html. This shows real-time availability of books in the library and
provides direct links to online resources, recommended by your lecturer.
Remember to log into Blackboard daily to receive all the latest news and support available at
your module sites!
Subject guides (https://www.uwl.ac.uk/library/finding-and-using-information/subject-guides-libguides)
are also available to help you find relevant information for assignments, with contact details of the
Academic Support Librarian for your School.
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3 Things you need to know
Attendance is crucial for your success as a student. Over the years, it has become clear that there is a
very clear link between students’ attendance levels and their module marks, so please make sure you
give yourself the best possible chances for success through attending your classes, seminars and
tutorials. You are expected to attend all forms of learning activity associated with your course of study
regularly, and to engage in your course as required by the University’s Attendance and Engagement
Monitoring Policy. Attendance is monitored using student card swipe data so please always remember
to ‘touch-in’ with your ID card for each class you attend. This may also affect your scholarships, so
don’t forget to tap in!
International students on a Tier-4 visa have additional requirements in relation to attendance, which are
detailed in the Attendance and Engagement Monitoring Policy.
All students should refer to the published Attendance and Engagement Monitoring Policy –
https://www.uwl.ac.uk/students/current-students/policies-procedures-and-regulations – and if your
course is accredited by a professional body, also to specific course requirements.
3.2 If things don’t go to plan
The University recognises that there are times when you may encounter difficulties during your course
of study and provisions are made to help you. In all cases, you should speak to your Personal
Tutor/Module Leader and seek advice as soon as possible.
If you think you need a little more time past the original deadline, you can approach your Module
Leader for a 10-day extension initially.
If an extension is not sufficient and your circumstances have prevented, you from submitting on time
then you may for instance be able to apply for mitigation. You are encouraged to seek advice from the
Students’ Union Advice Service who can support you. Click the link and go to the ‘advice’ section:
Please refer to the University Academic Regulations for further guidance on extensions and mitigation:
If you fall below the pass mark or fail to submit to all elements or part of a module’s assessments, you
will be required to do a resit, normally at the next opportunity. Resits do not involve re-enrolment and
attendance at classes.
Failure of a resit means you are required to retake the module. Retakes involve re-enrolment,
attendance, payment of tuition fee and completion of all elements of the module, and the submission of
all assessments. If your course is accredited by a Professional, Statutory and Regulatory Body
(PSRB) certain rules may apply to you; please check this with your Course/Module Leader.
Please refer to the University’s Academic Regulations for further guidance; see
If your course is accredited by a professional body, the module requirements outlined in the above
document will specify the elements of assessment that must be passed, those that must be taken, and
those that are optional. The relevant Professional, Statutory and Regulatory Body (PSRB) rules also
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apply in such cases.
You are reminded that the University applies penalties to students who commit an academic offence, in
which case the Academic Offences Regulations will be used to deal with any cases of academic
misconduct including examination offences, plagiarism and other means of cheating to obtain an
If you have an issue or complaint about the module, you should speak to your Module Leader, Tutor or
Course Leader informally in the first instance. Your Course Representative can also raise your
concerns at Course Committees, which take place each semester. If you are unable to resolve it
informally, you should refer to the Complaints Procedure which is outlined in the Student Handbook
(https://www.uwl.ac.uk/students/current-students/student-handbook) and consult the Students’ Union
about it. The University aims to ensure that issues are resolved informally as quickly as possible to
have minimum impact on your studies.
3.3 Getting support for your studies
Throughout your course of study, you will have access to a wide variety of sources of support
depending on your individual circumstances and needs. Your first point of call for getting general
academic support is your Personal Tutor. As well as approaching your Module Leader with any
questions specifically related to your module and your Course Leader with questions on your Course,
do contact your Personal Tutor for academic advice in relation your studies and your academic
Apart from the University-wide support framework, which encompasses the Module Leaders, Course
Leader, the Subject Librarian and your Course Administrator, you will also have at your disposal the
UWL Engagement Team. The Engagement Team offers Academic Skills Workshops throughout the
year, helping you to develop skills relevant to your degree. Workshops include for instance Essay
Planning and Writing; Critical Thinking; Reflective Writing; Group Work and Presentation Skills.
Contact the Engagement Team at: [email protected]
Maths Support, English Language support and One-to-one academic support opportunities are also
available. For information about all these services go to the Engagement Team’s website –
3.4 Student support
In addition to the support listed in the previous section, there is also more help offered by UWL Student
Support Services. These are located in The Street at St. Mary’s Road, Ealing campus, but offer drop-in
sessions at all UWL sites. They offer a wide range of support and advice services consisting of Student
Advice, and Funding & Immigration advice; Careers; Counselling; Disability/Mental Health; Inter-faith
Advisor; Placement & Employment; Volunteering; Student Welfare; and Scholarships and Bursaries.
Contact Student Services (general) for more information at:
Email: [email protected]
Tel. 0208 231 2345.
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3.5 Module evaluation – have your say!
Towards the end of the module you will be invited to provide some anonymous feedback to the Module
Leader through an online survey. This is your opportunity to give some direct feedback about the
module through a series of questions and free text. Your constructive feedback will help the Module
Leader and teaching team to understand the module experience from your perspective and helps
inform the development of the module. At the end of the survey period, a response to the survey will
be available on Blackboard so that you can see exactly how your voice has been heard.