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    университет

HOTEL SERVICE QUALITY MANAGEMENT

HOTEL SERVICE QUALITY MANAGEMENT

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Course Information

CourseHotel Service Quality Management CodeMXXSBB4061
Field of study61010100 – Organization and management of the hotel industry Semester7
Form of StudyFull-time Taught LanguageEnglish
Lectures30 Practical Lessons30
Laboratory- Independent Work120
Total Hours300 Credits6
Teacher(s)Turayev Og`abek

Lectures – Semester 7

Code Topic / Description Material / Link
L1The essence of the concept of quality, basic concepts in the field of quality. Subject, purpose and objectives of the discipline Download
L2Methodological foundations of service quality management in the hotel industry. Formation and development of scientific schools of quality management Download
L3Systematic approach to quality management Download
L4Content and essence of modern approaches to quality management Download
L5Total Quality Management (TQM) Download
L6Customer relationship management Download
L7Quality management in the process of designing, creating, and purchasing services Download
L8Quality management in the production and service process Download
L9Human resource planning in hotels. External candidates for personnel formation in the hotel industry Download
L10Methods of personnel selection and recruitment in the hotel industry Download
L11Issues of personnel development in the hotel industry. Motivating and empowering employees Download
L12Host experience and guest engagement Download
L13Information management in the hotel industry. Communication management in the hotel industry Download
L14Queue planning and management in the customer service system Download
L15Formation of state policy in the field of quality. National and International Awards in the Field of Quality Download

Practical Lessons – Semester 7

Code Topic / Description Material / Link
P1The essence of the concept of quality, basic concepts in the field of quality Download
P2Methodological foundations of service quality management in the hotel industry Download
P3Systematic approach to quality management Download
P4Modern approaches to quality management Download
P5Total Quality Management (TQM) Download
P6Customer relationship management Download
P7Quality management in service design and purchasing Download
P8Quality management in production and service Download
P9Human resource planning in hotels Download
P10Personnel selection and recruitment methods Download
P11Personnel development, motivation and empowerment Download
P12Host experience and guest engagement Download
P13Information and communication management in hotels Download
P14Queue planning and customer service management Download
P15State quality policy and quality awards Download
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