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HOTEL SERVICE QUALITY MANAGEMENT
Course Information
| Course | Hotel Service Quality Management | Code | MXXSBB4061 |
|---|---|---|---|
| Field of study | 61010100 – Organization and management of the hotel industry | Semester | 7 |
| Form of Study | Full-time | Taught Language | English |
| Lectures | 30 | Practical Lessons | 30 |
| Laboratory | - | Independent Work | 120 |
| Total Hours | 300 | Credits | 6 |
| Teacher(s) | Turayev Og`abek |
Lectures – Semester 7
| Code | Topic / Description | Material / Link |
|---|---|---|
| L1 | The essence of the concept of quality, basic concepts in the field of quality. Subject, purpose and objectives of the discipline | Download |
| L2 | Methodological foundations of service quality management in the hotel industry. Formation and development of scientific schools of quality management | Download |
| L3 | Systematic approach to quality management | Download |
| L4 | Content and essence of modern approaches to quality management | Download |
| L5 | Total Quality Management (TQM) | Download |
| L6 | Customer relationship management | Download |
| L7 | Quality management in the process of designing, creating, and purchasing services | Download |
| L8 | Quality management in the production and service process | Download |
| L9 | Human resource planning in hotels. External candidates for personnel formation in the hotel industry | Download |
| L10 | Methods of personnel selection and recruitment in the hotel industry | Download |
| L11 | Issues of personnel development in the hotel industry. Motivating and empowering employees | Download |
| L12 | Host experience and guest engagement | Download |
| L13 | Information management in the hotel industry. Communication management in the hotel industry | Download |
| L14 | Queue planning and management in the customer service system | Download |
| L15 | Formation 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 |
|---|---|---|
| P1 | The essence of the concept of quality, basic concepts in the field of quality | Download |
| P2 | Methodological foundations of service quality management in the hotel industry | Download |
| P3 | Systematic approach to quality management | Download |
| P4 | Modern approaches to quality management | Download |
| P5 | Total Quality Management (TQM) | Download |
| P6 | Customer relationship management | Download |
| P7 | Quality management in service design and purchasing | Download |
| P8 | Quality management in production and service | Download |
| P9 | Human resource planning in hotels | Download |
| P10 | Personnel selection and recruitment methods | Download |
| P11 | Personnel development, motivation and empowerment | Download |
| P12 | Host experience and guest engagement | Download |
| P13 | Information and communication management in hotels | Download |
| P14 | Queue planning and customer service management | Download |
| P15 | State quality policy and quality awards | Download |