Master of International Hotel Management

Creating and delivering engagement and value for stakeholders is a key challenge in the hospitality industry. This subject will examine core theories of global leadership and how they potentially impact on the effectiveness of a Department Head, GM or other senior hotel executive. The subject will explore how hotels are placing more emphasis on ‘people, learning and culture’ that contribute towards competitive advantage rather than traditional HR practices.

The hospitality industry operates in a competitive global marketplace where an ability to think strategically and weave together traditional marketing practices and new technologies across a mixed marketing spectrum is essential to compete and thrive. In order to survive and prosper hospitality organisations need to develop a more convenient, informed, valuable and sustainable relationship with their customers. This subject will introduce contemporary aspects of hospitality marketing, which are distinct in their application to the hospitality products and services. It will explore the techniques and concepts that practicing marketers use to develop effective marketing campaigns by applying a variety of theoretical assumptions based on practical examples that underpin the insights that marketers will need to understand and apply to develop successful marketing campaigns.

Through a comprehensive examination of the ‘art’ and ‘science’ of service, this subject aims to develop an understanding of the fundamental concepts and practical implications of providing exceptional service. Following an introductory overview of the role and nature of services, topics associated with the ‘art’ of service will be explored. Additionally the performance of service by frontline service providers will be examined along with contemporary strategies for managing service behaviour in interactive service encounters. Topics associated with the ‘science’ of service focus on management and measurement of key service functions and outcomes, including service quality and customer satisfaction, service failure and recovery, customer relationship management and managing capacity and demand in a highly competitive global environment. Collectively this subject develops a critical understanding of the interrelationship of service management with hotel functions such as operations management, services marketing, human resource management and facilities management.

Rooms Division management is a key contributor to any lodging and hotel business. Therefore a thorough understanding of guests’ expectations and service delivery is of the utmost importance to ensuring business survival. This subject introduces the roles of the Front Office and Housekeeping departments as key components of the Rooms Division. It incorporates knowledge of budget control and productivity, Quality Assurance, Work Health & Safety, Security, Facility Management and Sustainability. The subject engages the student in complaint handling skills, reservations and check-in/out procedures, as well as the diverse areas of Housekeeping, quality assurance and laundry processes. Students obtain a working knowledge of the Opera Property Management System.

“This subject gives a comprehensive insight in the food and beverage industry. Students will gain an insight into the multifaceted nature of opening and managing a restaurant, bar, club or catering facility. The subject examines in detail the importance of product differentiation, staff management strategies and cost control. Additionally students will gain a detailed understanding of current and emerging trends as well as the technologies that are shaping the industry now and into the future.”

Current consumer culture is more competitive than it has ever been. Today, hotels must battle for an increasing share of the customer revenue and loyalty. Increasingly recognising that the complete experience enjoyed by customers is critical to customer retention, profitability and growth. This subject engages the student in critically examining ways to improve guest experiences. It begins with an introduction to the fundamental concepts associated with hotel services. Leading to the development of a framework that can be applied to designing “customer experience” that will leave lasting impressions, increase revenue and encourage repeat business and referrals.