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THH2113 Hospitality And Tourism Services Management

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THH2113 Hospitality And Tourism Services Management

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THH2113 Hospitality And Tourism Services Management

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Course Code: THH2113
University: Academies Australasia Polytechnic is not sponsored or endorsed by this college or university

Country: Australia


The following outcomes describe what a student will know, understand and be able to do upon completion of this subject.
1 Justify the factors influencing customer satisfaction and service quality perceptions in hospitality and tourism operations
2 Appraise key capacity and demand issues faced by tourism and hospitality businesses and identify effective strategies for operational challenges and quality service delivery
3 Justify recommended solutions to a range of hospitality and tourism business case studies using relevant operations management tools and theories
4 Evaluate the styles of service, leadership and managerial qualities required to function as an effective manager in service industry.
1.Examine challenges and complexities of the service operational management and deliverables

Analyse the role of service delivery and the customer dimension for business sustainability
Understand the importance for a firm to be knowledgeable about its customers’ expectations
Evaluate various techniques of collecting and using customer information and feedback.
Evaluate the requirements for professional tourism and hospitality business relevant to service culture

Both the Presentation and Report

Shows knowledge of relevant management theory
Evidence of critical thinking in preparing
Clearly takes into account the intended audience
Draw on relevant learning from weekly lectures and readings
The arguments presented are incisive and include a concise, relevant treatment of the issues. The ideas put forward are consistent with the question and critically analyses the topic

Students are required to demonstrate the following to successfully complete this task:

Depth of understanding of conceptual models and theories of management
Presentation of recommendations to address managerial issues supported by arguments and knowledge of management
Understanding of effectiveness of various management theories and models as they relate to organisational functioning.


The assignment is based on the importance of service marketing and the manner in which successful companies use it to achieve the satisfaction of the customers. The focus is to provide and describe a service diagram that is applied by Punch Lane Wine Bar & Restaurant a successful restaurant in Melbourne. The blueprint of the service sector is provided so that the success of the restaurant can be identified. A personal account is also provided which highlights the experiences of undertaking service from the restaurant. Description of the blueprint is provided in a picturesque manner to understand its effectiveness.
Describing a service diagram
As stated by Gummesson (2014) services in hospitality sector is important for the satisfaction of the people. In the case of Punch Lane Wine Bar & Restaurant, it is essential for the restaurant to provide services based on three main components. These include the core, augmented and supplementary services. The core service that is provided by the restaurant includes the basic food and drinks that can help in attracting the customer along with provisions for listening to music. The augmented services are the additional services that include providing free parking space and complementary food to the people ordering over a certain amount of dinner. At the same time, the supplementary service includes providing free wifi to the people and opportunities to indulge in business meetings over lunch or dinner. The description of the service can be provided with the help of a diagram.

Figure 1: Service diagram of Punch Lane Wine Bar & Restaurant
(Source: Created by author)
Providing a service blueprint
The service blueprint of the restaurant is a systematic analysis of the manner in which Punch Lane Wine Bar & Restaurant provides its services to the people. I had the opportunity of receiving proper service from the restaurant immediately after entering the place. My car was parked safely in a parking lot, and I was provided with a welcome drink along with the menu. After I had placed my order, I was provided with the wifi password to spend my time. The order was provided after 30 minutes and it had the best quality food in the region. However, despite this I had issues with the service time. I believe that the service could have been made better and the food could be prepared in a lesser time. This was one of the fail points that require changes to be made at the restaurant. In order to do this, I feel that the restaurant can employ more staffs within the kitchen and the number of staffs taking the orders can increase. This is mainly because I had to wait for a long time before I could place my order.

Figure 2: Service blueprint of Punch Lane Wine Bar & Restaurant
(Source: Created by author)
I can conclude that Punch Lane Wine Bar & Restaurant is one of the best in Melbourne however, the recommendation need to be made on the services that are provided by the restaurant. Engaging in more employees for the chefs as well as waiters is one of the requirements that need to be met by the restaurant for attending success.
Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 222-245.
Cronin Jr, J.J., (2016). Retrospective: a cross-sectional test of the effect and conceptualization of service value revisited. Journal of Services Marketing, 30(3), 261-265.
Gummesson, E. (2014). Productivity, quality and relationship marketing in service operations: A revisit in a new service paradigm. International Journal of Contemporary Hospitality Management, 26(5), 656-662.
Huotari, K. & Hamari, J., (2017). A definition for gamification: anchoring gamification in the service marketing literature. Electronic Markets, 27(1), 21-31.
Kandampully, J., Zhang, T., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414.
Ryan, C. (2015). Trends in hospitality management research: a personal reflection. International Journal of Contemporary Hospitality Management, 27(3), 340-361.

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