Infopaket

Quality management of tourism services

ОК.1.

Обов’язкова дисципліна для ОП

Second

2022/2023

1 Semester

6

PLO4) Knowledge regularities, principles and mechanisms functioning tourist market PLO5) Ability evaluate conjuncture tourist market, interpret research results and to predict directions of development subject entrepreneurial activities in the field recreation and tourism PLO6) Ability carry out management the company tourism industry PLO7) Ability develop and implement projects in the field of recreation, tourism, hospitality PLO15) Answer communication requirements in dialog mode with broad scientific community and the public in the field tourism PLO16) Demonstrate social responsibility for acceptance results strategic decisions PLO17) Accept solutions in complex and unpredictable conditions that require application of new ones approaches and methods prognostication

Full-time form

1. Successful mastering of the disciplines "Organization of services", "Tour operating", "Organization of activities of a tourist enterprise", "Fundamentals of tourism economy", "Standardization and certification of services in tourism and resort business", "Regulation of tourist activities", "Marketing", " Management", "Economics of a tourist company", "Jurisprudence" and "Finance". 2. To have the skills of analysis, synthesis, situation modeling, forecasting, comparison

The academic discipline is devoted to study theoretical and methodological foundations of creating a quality tourist service. Under consideration conceptual foundations of the problem of quality in tourism, namely: the concept of the quality of tourism services and requirements for the quality of tourist services; quality criteria of tourist services; principles of modern service and factors affecting the quality of tourism service; regulatory and legal assurance of the quality of tourist services; procedural approach to quality management and methodological foundations of quality management. Special attention is devoted to the practice of modern quality leadership strategies, the concept of TQM and features of quality assessment and management in the field of tourist services, namely: management the quality of the tourist product; conditions for creating a quality service in the tourist area the enterprise; development, implementation and ensuring the functioning of the system quality management at a tourist enterprise; quality management systems on different types of tourist enterprises; quality management at various stages of business processes tourist enterprise.

Berry, Leonard L., Parasuraman, A., Zeithaml, Valarie A. Delivering Quality Service. New York: The Free Press. 7. Deming, W. Edwards. Out of the Crisis. Cambridge: Massachusetts Institute of Technology, Center for Advanced Engineering Study.

Lectures, seminars, consultations, independent work, conversation, discussion, work in small groups

During the semester, final tests are conducted (the first includes topics 1-5, the second includes topics 6-10). Blitz surveys are conducted during the semester to identify the level of assimilation of relevant knowledge at seminar classes, which ultimately form up to 10% of the grade. final evaluation in the form of an exam. The maximum number of points on the exam is 40, the minimum number added to the semester marks is 24 points (60% of the maximum points assigned to the exam). In the event that a student scored less than the specified number of points on the exam, they are not added to the semester grade (regardless of the number of points received during the semester), in the examination information, the column "points for the exam" is put "0", and the column "resulting grade" only the number of points received during the semester is transferred. Students who scored less than 20 points during the semester are not allowed to take the exam.

English/ukrainian