Managing Customer and Stakeholder Relations
The unit will explore how internal stakeholders shape a business (e.g. apprentices research their organisational mission/vision and management communications) and how manager and internal stakeholder behaviours can enhance the customer and external stakeholder experience and add value to those relationships.
The unit will introduce customer relationship marketing and management strategies, understand the difference between business-to-business and business to customer relationship management, understand the difference in customer relationship strategies adopted on-line and off-line. Apprentices will apply theories of customer relationships management to customer relationships. They will understand the relationship between customer and suppliers, and how customers can influence business/ organisational activities.
Introduction to Project and Portfolio
In this unit, apprentices will be introduced to the negotiated business project and the apprenticeship portfolio. For the project, apprentices will understand the nature of a work-based project and how that is underpinned by scholarly research. Teaching will include basic academic skills, such as library search, understanding academic literature and academic writing. As this unit is designed to run `long and thin' alongside other content units, this learning will be transferable to those other units. Apprentices will then be taught research methods. Finally, apprentices will be introduced to the ethical approval process for projects. They will reflect this learning in a mini-project negotiated between themselves, the tutor, and their workplace mentor / manager.
Dynamic Business and Digital Context of Hospitality
The theory will reflect the diverse nature of operational issues within the industry that take place in a variety of Hospitality organisations. The unit will also focus on understanding the modern day consumer of hospitality and market differentiation through consumer trends and niche products evolving from the changing nature and culture of hospitality from a hospitality global perspective, including customer service excellence, interpersonal relationships, technological development, fundamental macroeconomic elements and concepts, sustainability, social, cultural, ecological, and technology factors. Students will explore the impact of globalisation on the hospitality business environment and the way in which hospitality businesses respond to and manage the impact of these factors over which organisations may have limited control but nonetheless need to mitigate against.