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Level 5 Diploma in Tourism and Hospitality Management

Team Dynamics and Organisational Value

THM505 · Tourism and Hospitality Customer Relationship Management — Week 7 of 16

CourseTHM505
Week7 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Team Dynamics and Organisational Value

  1. Characteristics of high-performing teams
  2. Belbin's team role theory
  3. Impact on service consistency
  4. Interdepartmental synergy and guest satisfaction
  5. Belbin's Team Role Model
  6. Lecture 58: Building High-Performance Teams: The Rocket Model
  7. Webinar: An Introduction to Belbin Team Roles: Theory and Application

What you will be able to do

  • 3.1 Describe the characteristics of effective teams.
  • 3.2 Explain the importance to a tourism and hospitality business of effective team work.

Activity

Start with this week’s 3 videos, then: Seminar, guided reading and a short written task: describe the characteristics of effective teams.

Study materials

Videos

  • Belbin's Team Role Model · YouTube · Galton College · 20 min · for registered students
  • Webinar: An Introduction to Belbin Team Roles: Theory and Application · YouTube · Belbin Team Roles HQ · 45 min · for registered students
  • Understanding team dynamics with MBTI · YouTube · The Open University Business School · 61 min · for registered students
  • Belbin's Team Roles For Beginners · YouTube · Dr Hayley Stainton | Tourism Teacher · 10 min · for registered students

Further resources

  • Principles of Management, ch. 13: Managing Groups and Teams · PDF · Saylor Academy, textbook chapter; pp. 496–530 · for registered students
  • Organizational Behavior, ch. 10: Understanding and Managing Work Teams · PDF · OpenStax, textbook chapter; pp. 295–316 · for registered students
  • Organizational Behavior, ch. 9: Managing Groups and Teams · PDF · Saylor Academy, textbook chapter; pp. 357–402 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 6Midterm
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Course plan
  • Week 1: Fundamentals of CRM in Tourism and Hospitality
  • Week 2: Cross-Functional Integration of CRM Systems
  • Week 3: Factors Influencing CRM Implementation
  • Week 4: Customer Decision-Making Models
  • Week 5: Determinants of Hospitality Consumer Purchases
  • Week 6: Relationship-Building and Loyalty Strategies
  • Week 7: Team Dynamics and Organisational Value
  • Midterm: Midterm evaluation
  • Week 9: Managerial Leadership in Team Development
  • Week 10: Monitoring and Measuring Guest Experience
  • Week 11: Strategic Customer Experience Enhancement
  • Week 12: Applying Tourism and Hospitality Customer Relationship Mana…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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