Aviation

Study at Teesside University International Business School

See what it's like to study at our modern, enterprising and dynamic business school

This module will focus on the design of customer service delivery systems and procedures in travel and tourism organisations and how customer service quality can be managed effectively. You will be provided with essential customer service management knowledge and skills such as customer service operations, resolution of customers' complaints and queries and analysis of the effectiveness of customer service. The module will also deliver knowledge of customer satisfaction, customer service improvements and use of quality systems to create a customer-focused culture.

You gain an overview of financial techniques so you can participate in the efficient management of the financial resources of the organisation. You cover the planning and budgeting process through to the evaluation of performance. This process includes decision making based on financial data; preparing budgets and analysing performance against budget; looking at ways to add value.

You explore financial data used in organisations. You examine issues relating to problem solving and the need for financial decision making. The module reflects current and on-going financial awareness needed in organisations. The content of the module is mapped against the key financial principles used in financial accounting.

You gain an understanding of the main theories of human resource management (HRM) and how they are applied within the travel and tourism environment. You also gain the necessary theoretical and practical underpinning necessary to the comprehension and analysis of the nature of HRM as well as the importance of effective recruitment and selection, the management of staff and staff engagement.

Marketing plays a significant role in any industry and particularly in a service industry such as travel and tourism. Such organisations cannot operate without the use of promotion or market research for communicating with a range of customers. Most organisations have large marketing budgets within the sector, but during the last five years, we have seen significant change in the approach to sales and promotion in the sector. You examine factors that influence the marketing of products and services as well as analyse the effectiveness of promotional campaigns in order for organisations to achieve their marketing objectives. Your assessment allows you to analyse an organisation's marketing strategy and explore the effective use of marketing theories and concepts.

The range of employment opportunities in any industry are diverse, from specialist operatives to strategic managers. Research and explore your industry of interest and formulate a career action plan, detailing your strengths and weaknesses to bridge any skills and knowledge gaps.

Gain an overview of UK tourism enabling you to identify the historical aspects that have led to the current position of the UK tourism market and identify the key technological changes that have shaped, and will shape, its future. Particular attention is focused on the cultural effects that tourism has on the UK, and the cultural significance of the UK for tourism. You also explore the negative impacts of tourism in the UK and the potential future trends and issues.

You identify uses and applications of information technology for E-Business and technology within the tourism sector, and consider the trends and developments in technologies and the implications this has for business operations. From the analysis existing organisations you develop an e-business and technological development strategy for an existing or hypothetical organisation, and present your research and development findings.

You investigate the relationship between events and tourism and identify the different expectations and demands presented by this particular tourist group. This includes the influence of the size and location of an event on client expectations and the influence that this has on organisation of key aspects such as; accommodation, hospitality, travel infrastructure, security, staffing, physical resources and management. You also explore the positive and negative aspects of events led tourism on host towns, cities and regions, including the potential for regeneration and environmental impact.

You gain an understanding of the global tourism industry and the strategies that have been developed to create sustainable demand. You focus on the changing landscape of tourism globally as the industry responds to external drivers such as socio and cultural, economic and political factors. You also look at the impact of these factors on the planning and management of tourism and the need to align the current offer to emerging demand and opportunities, covering topics such as sustainability, cultural tourism, regeneration and emerging market opportunities.

Apply your wider learning in a working environment. Take part in a project with an organisation of your choice to improve an aspect of its operations. This provides a solid platform to showcase your skills, enhancing employability, and supporting you to understand the application of research methodologies and analysis of results.

You identify uses and applications of information technology for E-Business and technology within the tourism sector, and consider the trends and developments in technologies and the implications this has for business operations. From the analysis existing organisations you develop an e-business and technological development strategy for an existing or hypothetical organisation, and present your research and development findings.