Course Description: This course explores the critical principles and practices of strategic management and quality assurance in the tourism and hospitality industry. Students will learn to develop and implement strategic frameworks, manage quality standards, and leverage tools such as Six Sigma, Lean Management, and ISO certifications to enhance operational efficiency and guest satisfaction. The course emphasizes sustainability, innovation, and ethical leadership, equipping students with the skills to integrate digital technologies, manage risks, and foster inclusive organizational cultures. Through case studies, practical applications, and a capstone project, students will design comprehensive strategies tailored to real-world scenarios, preparing them for leadership roles in a dynamic and competitive industry.
Course Outcomes: Upon completing this course, students will be able to:
- Analyze Strategic Frameworks in Tourism and Hospitality: Evaluate and apply strategic management principles to develop tailored solutions for real-world challenges in the tourism and hospitality industry, focusing on alignment with organizational goals and market trends.
- Implement Quality Assurance Systems: Design and implement Quality Management Systems (QMS) using tools like Six Sigma, Lean Management, and ISO standards to maintain high service standards and operational efficiency.
- Develop Customer-Centric Strategies: Understand customer personas and behavior to create service strategies that enhance guest satisfaction, promote loyalty, and improve overall customer experience management (CEM).
- Leverage Technology and Digital Strategies: Utilize AI, IoT, and big data to innovate and improve service delivery, while employing digital marketing, e-tourism platforms, and online reputation management to expand market reach.
- Incorporate Sustainability and CSR into Business Planning: Integrate sustainable practices and socially responsible initiatives into strategic and operational planning, aligning with global trends in green tourism and ethical business operations.
- Enhance Risk Management and Crisis Preparedness: Identify, assess, and mitigate operational, financial, and reputational risks while developing resilience through proactive crisis planning and adaptive strategies.
- Foster Ethical Leadership and Organizational Culture: Cultivate an inclusive, innovative, and ethical workplace culture through leadership strategies that prioritize quality, employee engagement, and corporate integrity.
- Measure Performance and Drive Continuous Improvement: Develop and use performance metrics such as KPIs, feedback loops, and benchmarking to monitor service quality, optimize processes, and implement continuous improvements.
- Design Comprehensive Strategic and Quality Frameworks: Synthesize course concepts in a capstone project, creating actionable and measurable frameworks for real or hypothetical tourism and hospitality businesses, demonstrating readiness for industry challenges.
13 Course Topics Available
[1] Introduction to Strategic Management and Total Quality Management (TQM) in Tourism and Hospitality
The tourism and hospitality industry is one of the most dynamic sectors globally, encompassing travel, lodging, food services, recreation, and event management. It thrives on customer satisfaction, innovation, and adaptability.
[2] Global Trends and Challenges in Tourism and Hospitality
The tourism and hospitality industry is a vital component of the global economy, characterized by its dynamic nature and susceptibility to external influences. In a rapidly changing world, businesses must navigate emerging global trends and challenges to remain competitive and sustainable.
[3] Vision, Mission, and Strategic Goals in Tourism and Hospitality
In the tourism and hospitality industry, vision, mission, and strategic goals serve as the foundation for an organization’s direction and decision-making. These purpose-driven statements define what a business aspires to achieve, how it will achieve it, and the specific objectives it must pursue to succeed.
[4] Competitive Advantage and Strategic Positioning in Tourism and Hospitality
In the highly competitive tourism and hospitality industry, establishing a distinctive identity and delivering unique value to customers are essential for long-term success. Competitive advantage and strategic positioning enable organizations to differentiate themselves from competitors and secure a favorable place in the market.
[5] Hospitality Business Models and Revenue Strategies
The hospitality and tourism industry has undergone significant transformation in recent years, driven by shifts in customer preferences, technological advancements, and global economic trends. These changes have given rise to innovative business models and sophisticated revenue strategies that enable organizations to remain competitive and profitable.
[6] Customer-Centric Approaches in Strategy and Quality
The tourism and hospitality industry thrives on delivering exceptional customer experiences, making customer-centric approaches essential for achieving success. By understanding customer personas and behaviors, organizations can align their strategies with service quality and ensure every interaction meets or exceeds guest expectations.
[7] Operational Excellence and Quality Standards in Hospitality
Operational excellence and quality standards are essential pillars of success in the hospitality industry. These factors ensure that businesses deliver consistent, efficient, and high-quality services that meet or exceed guest expectations.
[8] Technology and Digital Strategies in Tourism
Technology has transformed the tourism industry, creating new opportunities to enhance guest experiences, optimize operations, and engage with customers more effectively. Digital strategies such as artificial intelligence (AI), the Internet of Things (IoT), and big data analytics are redefining how services are delivered and consumed.
[9] Risk Management and Crisis Planning in Tourism and Hospitality
The tourism and hospitality industry is inherently vulnerable to various risks due to its dependence on external factors such as market trends, geopolitical stability, environmental conditions, and customer preferences. Effective risk management and crisis planning are essential for ensuring operational continuity, safeguarding reputation, and maintaining financial stability.
[10] Sustainability and Corporate Social Responsibility in Tourism and Hospitality
Sustainability and Corporate Social Responsibility (CSR) have become central to the tourism and hospitality industry, as businesses and consumers alike recognize the importance of minimizing environmental impact, supporting local communities, and promoting ethical practices.
[11] Quality Assurance Programs in Tourism and Hospitality
Quality assurance programs play a pivotal role in maintaining excellence and consistency in the tourism and hospitality industry. With customer satisfaction being a key driver of success, businesses must adopt structured approaches to monitor, evaluate, and improve service delivery.
[12] Ethical Leadership and Organizational Culture in Tourism and Hospitality
Ethical leadership and a strong organizational culture are foundational elements of success in the tourism and hospitality industry. Leadership that emphasizes ethics and inclusivity not only fosters quality and innovation but also inspires employees, builds trust among stakeholders, and enhances guest satisfaction.
[13] Capstone: Strategic and Quality Framework Presentation
The capstone presentation serves as a culmination of students’ learning in strategic management and quality assurance. This project challenges students to synthesize their knowledge and skills by designing and presenting a comprehensive strategic and quality management framework tailored to a real or hypothetical tourism or hospitality business.