Introduction

This unit provides an introduction to the hospitality industry, focusing on key operational areas such as customer service, marketing, and organisational structure. Learners will explore the scale and diversity of the industry and examine the role of support functions in delivering quality service. By understanding customer care, marketing communication, and the hospitality business environment, students gain insights into the unique challenges and opportunities within hospitality management.

Learning Outcomes

• Understand the fundamentals of the hospitality industry.
• Understand the process and practice of customer care in a hospitality environment.
• Understand the theoretical concepts and nature of marketing communications.
• Analyse contemporary issues to support informed discussion and debate.