Service Quality in Hospitality & Tourism

Management Studies

Overview

This course will examine the many aspects of service quality as it relates to management, operations, human resources management, competitiveness, technology, and customer/guest satisfaction, all within the context of the Hospitality and Tourism industry. It draws upon the delegate’s wide range of basic disciplines to provide the fundamental knowledge and skills that are required to fulfil the diverse demands placed upon individuals in management positions within the hospitality and tourism industry.

Mode of Delivery: Face-to-Face

What will I Learn?

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

Fully understand the importance of quality service in the tourism and hospitality industr
Understand the policies and procedures that service organizations need to develop and put in place in order to ensure service excellence
Use a variety of management tools to be able to monitor and improve service quality in organizations Integrate and apply prior knowledge and skills from management functions to service management

Who Should do this Course

Individuals who meet the entry requirements for postgraduate level training including hospitality professionals, such as Frontline Customer Service Representatives; Team Supervisors; Department Managers; Field Service Representatives and Public Relation Professionals, who want to be able to monitor and improve service quality in their organizations.

Important Information

Applicants must bring all required documentation to the Department of Management Studies, Graduate Section, for their application to be processed.
Individuals applying for postgraduate modules, whose native language is not English, must take tests, to demonstrate English Language proficiency prior to registration, as identified in the Manual of Procedures re: Regulations for Graduate Diplomas and Degrees (Sec. 1, Para. 5).

Get Started

At a Glance

Admissions Term: 2025/2026 Summer
Registration: Open
Date: May-July 2026
Time: 5:00-8:00 PM
Duration: 6 Weeks (36 Hours)
Certificate Awarded: Postgraduate Professional Development Certificate of Competence
Course Code: TOUR 6060
Capacity: 10
Cost: BDS $2,200 (US $1,100) {with assessment} ; BDS $1,870 (US $935) {without assessment}

The following topics will be addressed:

The Service Revolution
Characteristics of Services & Implications for Management
What is Service Quality?
Challenges of Service Quality Management
Service Quality Management Process

For entry into this course, applicants must have at least an undergraduate degree, or five (5) years relevant work experience. Applicants may also be asked to provide an up-to-date Curriculum Vitae.

Leslie-Ann Jordan-Miller, PhD

Management Studies