Review and coursework completion

This week’s topics

Review and coursework completion

1. Reviewing the learning outcomes
2. Completing and checking coursework against the criteria
3. Self-assessment

What you will be able to do

• 1.1 Explain the importance of customer relationship management to a tourism and hospitality business.
• 1.2 Analyse the different functions within tourism and hospitality businesses that are linked to customer relationship management.
• 1.3 Analyse the factors that influence customer relationship management in the tourism and hospitality industry.
• 2.1 Explain approaches to customer decision making.
• 2.2 Assess the factors that influence consumer purchase decisions in the tourism and hospitality industry.
• 2.3 Analyse the different techniques and methods organisations can apply to increase customer relationships and customer loyalty.
• 3.1 Describe the characteristics of effective teams.
• 3.2 Explain the importance to a tourism and hospitality business of effective team work.
• 3.3 Discuss how tourism and hospitality managers can promote effective team working in their areas of responsibility.
• 4.1 Explain methods used to monitor and measure the customer experience.
• 4.2 Recommend approaches to improve the customer experience in a selected tourist or hospitality organisation.

Activity

Guided review of every criterion; coursework completion clinic and peer review.

Study materials