HM-THC 3 Quality Service Management in Tourism and Hospitality Industry

Republic of the Philippines
Surigao del Sur State University

Cantilan Campus
Cantilan, Surigao del Sur
Telefax No. 086-212-5132
Website: www.sdssu.edu.ph
COLLEGE OF BUSINESS AND MANAGEMENT
OUTCOMES-BASED SYLLABUS IN
THC – 3 Quality Service Management in Tourism and Hospitality Industry
2nd Semester, AY 2019-2020
PHILOSOPHY
SDSSU believes that higher education is an instrument for the improvement of life through democratized access to quality education in the
development of a well-rounded person.
VISION
A leading “Glocal” University with widened academic perspectives that focus on attaining food security, supporting poverty alleviation,
developing renewable energy, and conserving natural environment.
MISSION
SDSSU shall provide competency-based higher education training driven by relevant and responsive instruction, research, extension and
sustainable resource management.
Particularly, SDSSU is committed to:
1. Produce competent and skilled graduates prepared for gainful employment;

2. Develop graduates who shall not only foster economic progress but also care for the environment, adhere to positive value system,
and preserve cultural heritage;
3. Engage in high-impact research for instruction and develop technology for food security and renewable energy;
4. Collaborate with government and non-government agencies to help improve the lives of the marginalized groups; and
5. Promote cooperation/partnership among regional, national, and ASEAN institutions in Higher Education.
Quality Service Management in Tourism and Hospitality Industry (A.Y 2019-2020) QR-ACADCBM-007D/REV001/04.01.2019/ Page 1
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CORE VALUES
Competence
A combination of observable and measurable knowledge, skills, abilities, and personal attributes that contribute to enhance SDSSU
employee and student performance and ultimately result in organizational success.
Accountability
Responsibility for own actions, decisions and commitment to accomplish work in an ethical, efficient, cost-effective and transparent
manner manifesting the value of sound stewardship in the wise use of resources for common good.
Responsiveness
A prompt action, consistent communication, quality information, and a focus on providing a superior experience to stakeholders.
Excellence
The quality spectrum at exceptional levels demonstrated by learning outcomes and the development of shared culture of quality
consistent with the vision, mission and goals of University.
Service
Dedication for a continuous improvement of services, stakeholder’s relationships and partnership which stresses interdependence and
collaboration for a sustainable success of clients and their communities in helping build a just, peaceful, stable and progressive Filipino
nation.
SDSSU CARES…
These core values are not descriptions of the work we do, nor the strategies we employ to accomplish our University vision. They
are the core values that underlie our works and interactions as we internalize responsibilities to fulfill our mission. They are the basic
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elements of how we go about our work and how we deal with stakeholders, molds students to become competent, innovative, globally
competitive and service-oriented.
GOALS
These are the specific goals in the four (4)-fold functions of the University:
KRA 1. Instruction
Develop highly competent, globally-competitive and morally upright graduates.
KRA 2. Research
Produce research for the advancement of knowledge, new technology and innovative approaches for competitive endeavors.
KRA 3. Extension
Empower the rural poor to improve their lives through transfer of technologies and knowledge.
KRA 4. Production
Sustain University operations through viable and profitable income generating projects.
PROGRAM GOALS
The program will equip students with competencies related to the basic and core requirements as well as those associated with major
and minor areas of concentration and elective courses.
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INSTITUTIONAL INTENTED LEARNING OUTCOMES

The College of Business and Management is committed to:
1. Deliver relevant, interactive and experimental business education with academic standards by academically qualified faculty.
2. Continually involve research activities which enhance the quality of instruction and contribute to the literature of business.
3. Provide linkages and opportunities for the involvement of the faculty and students with business community.
4. Develop a sense of social citizenship, ethical behavior and respect for diversity.
5. Develop among students a pioneering spirit to establish trends in their respective fields and to contribute right solutions and activities which
enhance the economic vitality of the region and country.
PROGRAM INTENDED LEARNING OUTCOMES
1. Produce food products and services complying with enterprise standards;

2. Apply management skills in F & B service and operations;
3. Perform and provide full guest cycle services for guest and facility operations;
4. Perform and maintain various housekeeping services for guest and facility operations;
5. Plan and implement a risk management program to provide a safe and secure workplace;
6. Provide food & beverage service and manage the operation seamlessly based on industry standards.
Course Name : Quality Service Management as Applied to Safety, Security, and Sanitation
Course Code : THC 3
Course Description: This course aims to enable the students to recognize and assess quality management processes in hospitality and tourism
related organization and to evaluate departmental processes and planning strategies. Topics include concepts and terminologies
of TQM: definition, common element and terminology; vision and reality - bridging the gap; constructive and critical personal
reflection: proposed quality, self-assessment and peers assessment; seeking practical feedback for supervisors and continuing
improvement, developing a personal management philosophy and personal development plan.
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Course Unit : 3 units

Contact : 3hrs/week
Hours/week
Pre-requisite : THC 1
COURSE OUTCOMES
At the end of the course, the students should be able to:

1. Knowledge/Competencies
1.1 Evaluate and discuss the theories, models and concepts of service quality in the context of management and operations of hospitality and
tourism organizations.
1.2 Analyze and efficiently utilize human and technical resources to develop internal and external strategies for the enhancement of service
quality in hospitality and tourism organizations.
2. Skills
2.1 Integrate sophisticated research methodologies to manage the development of hospitality and tourism through proper decision making.
2.2 Demonstrate ability to provide leadership at work and for the future development of the industry.
2.3 Apply service quality management techniques to resolve complex management and operational problems.
3. Values
3.1 Discuss the importance of and current issues of service quality in rapid changing hospitality and tourism industry.
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LEARNING PLAN
Learning Outcomes Topic Methodology Assessment Values Remark
Integration
Week 1-2
Adopt the VMGO in the entire duration Orientation Orientation Oral Recitation Dedication
of the class. Vision, Mission, Goals and Discussion Commitment
Objectives of the College and Knowledge
Articulate and discuss the latest University
developments in the specific field of Discussion of the Syllabus,
practice Course Description and
Evaluation System
Define tourism and hospitality Introduction and overview Class Discussion, Written Questions Commitment
Identify and describe tourism products Interactive Learning Oral Questions Knowledge
and services Role of service in Lecture
contemporary society
Describe the central role of services in
an economy. Service quality concepts in
Discuss the evolution of an economy hospitality and tourism
from an agrarian society to a service organizations: Problems and
society. issues
Describe the features of the new
service economy
Week 3-4
Identify the two main groups of people Service quality concepts in Lecture Case Studies Appreciation
involved in hospitality and travel hospitality and tourism Case Study Role plays Awareness
marketing and how they interact. organizations: Problems and Individual/Group Written Questions Responsibility
issues Exercises
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Explain the key role played by people concepts and terminologies

in the marketing mix. of TQM
Describe the total quality management
(TQM) concept, including its key
principles.
Prelim Exam
Week 5-6
Describe the five dimensions of service Application of service quality Class Discussion Written Questions Apply Relate
quality. concepts Lecture Problem Solving Demonstrate
Individual/Group Oral Questions Dedication
Use the service quality gap model to Exercises
diagnose quality problems.
Illustrate how Taguchi methods and

poka-yoke methods are applied to
quality design.
Perform service quality function

deployment.
Define service quality. Service quality as an Class Discussion, Problem Solving Dedication
organizational strategy Case Study Oral Questions Commitment
Diagnose service quality problems Group Presentation Case Studies Knowledge
using - The Gaps Measuring and
improving service quality.
Explore key tool for measuring and

improving productivity.
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Week 7-8
Provide a solid basis on what The service quality and Effective Questioning Written Questions Honesty
influences customer perceptions of customer satisfaction Role play Oral Recitation Knowledge
service and the relationships among Group discussion Role play Awareness
customer satisfaction, service quality, Group presentation Interviews Dedication
and individual service encounters. Projects Passion
Demonstrate the importance of

customer satisfaction—what it is, the
factors that influence it, and the
significant outcomes resulting from it.
Midterm Examination
Week 9-10
Define and describe the four steps of Service Quality Monitoring and Class Discussion Short Quiz Responsibility
the control process. Feedback Systems Class Lecture Oral Recitation Awareness
Appreciation
Identify the main output and behavior
controls, and discuss their advantages
and disadvantages as means of
coordinating and motivating employees
Illustrate the importance of recovery Managing Service Failure Lecture Effective Written Questions Responsibility
from service failures in keeping Through Recovery Questioning Oral Recitation Awareness
customers and building loyalty. Role play Role play Alertness
Group discussion Interviews Knowledge
Discuss the nature of consumer Group presentation Projects Appreciation
complaints
Present strategies for effective service
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recovery
Week 11-12
Demonstrate the importance of Empowering Service Lecture Short Quiz Alertness

creating a service culture in which Personnel to Deliver Quality Reporting Oral Recitation Vigor
providing excellent service to both Service Situational Analysis Interviews Attentiveness
internal and external customers is a Role play Commitment
way of life.
Illustrate the pivotal role of service

employees in creating customer
satisfaction and service quality.
Provide examples of strategies for

creating customer-oriented service
delivery through hiring the right people,
developing employees to deliver
service quality, providing needed
support systems, and retaining the best
service employees.
To identify the challenges for managing Human resources dimensions PowerPoint Presentation Short Quiz Responsibility
people and managing knowledge faced in service management Video Clip Presentation Oral Recitation Honesty
by knowledge intensive firms Class Discussion Project Optimism
Beauty
To explore the ways in which HR
strategy, structure, delivery and
practices can be used to create
valuable products and services
Week 13-14
Apply principles of marketing and Marketing dimensions in PowerPoint Presentation Short Quiz Responsibility
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marketing mix service management Video Clip Presentation Oral Recitation Honesty
Class Discussion Role play Optimism
Explore the nature and special Beauty
characteristics of services
Managing service quality, productivity

and personnel
Pre-final Exam
Week 15-16
To provide information on the latest Technology dimensions in PowerPoint Presentation Short Quiz Cleanliness
trends in service management around service management Video Clip Presentation Oral Recitation Responsibility
the country Class Discussion Observation Honesty
Checklist
Week 17-18
To develop an awareness of the Technology and service quality PowerPoint Presentation Short Quiz Honesty
opportunities that information Video Clip Presentation Oral Recitation Knowledge
technology can have for enhancing Class Discussion Group project
service firms' competitiveness.
To appreciate the organizational

significance of managing the IT service
encounter to achieve internal and
external customer satisfaction.
Final Exam
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Facilitating Learner Centered Teaching Course Map

Learning Outcomes Indicators
Knowledge (Intellectual Competencies)
Adopt the VMGO in the entire duration of the class. O

Articulate and discuss the latest developments in the specific field of practice L
Define tourism and hospitality L
Identify and describe tourism products and services L
Describe the central role of services in an economy. O
Discuss the evolution of an economy from an agrarian society to a service society. L
Describe the features of the new service economy O
Identify the two main groups of people involved in hospitality and travel marketing and how they interact. L
Explain the key role played by people in the marketing mix. L
Describe the total quality management (TQM) concept, including its key principles. L
Describe the five dimensions of service quality. L
Define service quality. L
Explore key tool for measuring and improving productivity. O
Define and describe the four steps of the control process. L
Identify the main output and behavior controls, and discuss their advantages and disadvantages as means of L
coordinating and motivating employees
Discuss the nature of consumer complaints L
Present strategies for effective service recovery L
Provide examples of strategies for creating customer-oriented service delivery through hiring the right people, L
developing employees to deliver service quality, providing needed support systems, and retaining the best
service employees.
To identify the challenges for managing people and managing knowledge faced by knowledge intensive firms L
Explore the nature and special characteristics of services L
Managing service quality, productivity and personnel L
To provide information on the latest trends in service management around the country L
To develop an awareness of the opportunities that information technology can have for enhancing service firms' O
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competitiveness.
Values (Personal and Civic Responsibilities)
Demonstrate the importance of customer satisfaction—what it is, the factors that influence it, and the significant L
outcomes resulting from it.
Provide a solid basis on what influences customer perceptions of service and the relationships among customer L
satisfaction, service quality, and individual service encounters.
Illustrate the importance of recovery from service failures in keeping customers and building loyalty. O
Demonstrate the importance of creating a service culture in which providing excellent service to both internal and L
external customers is a way of life.
Illustrate the pivotal role of service employees in creating customer satisfaction and service quality. L
To appreciate the organizational significance of managing the IT service encounter to achieve internal and L
external customer satisfaction.
Skills (Practical Skills)
Use the service quality gap model to diagnose quality problems. P

Illustrate how Taguchi methods and poka-yoke methods are applied to quality design. O
Perform service quality function deployment. L
Diagnose service quality problems using - The Gaps Measuring and improving service quality. L
To explore the ways in which HR strategy, structure, delivery and practices can be used to create valuable P
products and services
Apply principles of marketing and marketing mix P
L = Learned
P = Practiced
O = Opportunity to learn
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References
Riley, M. (2018). Managing People in the Hospitality Industry. Routledge
3G E-Learning (2017). Hospitality Logistics Management. 3G E-Learning
3G E-Learning (2017). Global Hospitality Management. 3G E-Learning
3G E-Learning (2017). Cruise Marketing and Management. 3G E-Learning
Soni, G. (2009). Ready Reckoner for Hospitality, Tourism and Hotel Management. Kanishka Publishing
GRADING SYSTEM:
Requirements - 20%
Class Standing - 40%
Major Exams - 40%
TOTAL 100%
(Rubrics if necessary)
Date Revised /prepared :
Effective :
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Prepared by: Reviewed by:

MILDRED F. GUIRAL GENELYN TRINIDAD, MBA
Contractual Instructor Program Coordinator
Date: Date:
Contents Noted by:
EVELYN T. BAGOOD, Ed.D.

Director, Curriculum and Development
Date:
Recommending Approval:
JENI THERESA C. BONA, DBA

Chair, Department of Business and Management
Date:
Approved by:
ERMIE LUX MATILDO, DBA, DMHRM

Dean of Business and Management
Date: __________

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Republic of the Philippines

Surigao del Sur State University

COLLEGE OF BUSINESS AND MANAGEMENT

1. Produce competent and skilled graduates prepared for gainful employment;

INSTITUTIONAL INTENTED LEARNING OUTCOMES

PROGRAM INTENDED LEARNING OUTCOMES

1. Produce food products and services complying with enterprise standards;

Course Unit : 3 units

At the end of the course, the students should be able to:

Explain the key role played by people concepts and terminologies

Illustrate how Taguchi methods and

Perform service quality function

Explore key tool for measuring and

Demonstrate the importance of

Present strategies for effective service

Demonstrate the importance of Empowering Service Lecture Short Quiz Alertness

Illustrate the pivotal role of service

Provide examples of strategies for

Managing service quality, productivity

To appreciate the organizational

Facilitating Learner Centered Teaching Course Map

Knowledge (Intellectual Competencies)

Adopt the VMGO in the entire duration of the class. O

Values (Personal and Civic Responsibilities)

Use the service quality gap model to diagnose quality problems. P

Prepared by: Reviewed by:

Contents Noted by:

EVELYN T. BAGOOD, Ed.D.

JENI THERESA C. BONA, DBA

ERMIE LUX MATILDO, DBA, DMHRM

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