Tasks (All tasks are equally weighted):
1. Evaluate the role of the ‘service encounter’ and how this shapes hospitality operations
management and performance using examples to illustrate your points (LO1, LO3).
2. Critically analyse the quality of the guest experience through the greening and
environmental management systems employed in the hospitality industry (LO2).
3. Critically analyse the impact of integrated technologies upon the operations, revenue
management and distribution systems in the hospitality sector. How does this impact
on the guest experience and loyalty? (LO4)

3

GUIDANCE ON ASSESSMENT
All materials must be properly referenced under Harvard conventions. The length required is of 3000 words with tasks equally weighted. The writing style should be formal academic
/ Written assignment writing style with in-text referencing to support your comments and observations. Originality, quality of argument and good structure are required. The Written
assignment should demonstrate sound understanding and the ability to apply knowledge and theories behind. Additional marks are awarded for juxtaposition and insight of issues.
Grading Criteria
Generic Criteria 90 – 100 80 – 89 70 – 79 60 – 69 50 – 59 40 – 49 30 – 39 0 – 29

Level 7
Knowledge of contexts,
concepts, technologies and
processes
The extent to which knowledge
is demonstrated:
relevant contextual or
theoretical issues are identified,
defined and described
historical or contemporary
practices are identified, defined
and described
appropriate technologies,
methods and processes are
identified, defined and
described

Exceptional and
remarkable critical
understanding of current
issues and historical
contexts demonstrating
knowledge at the forefront
of the discipline
Exceptional and highly
original understanding of
techniques methods and
processes

Excellent and highly
sophisticated critical
understanding of current
issues and historical
contexts demonstrating
knowledge
at the forefront of the
discipline
An excellent and highly
impressive understanding
of techniques, materials
and processes

Comprehensive critical
understanding of current issues
and historical contexts much of
which is at, or informed by, the
forefront of the discipline.
Comprehensive knowledge of
techniques and processes, and a
critical understanding of their
potential to advance scholarship
in the discipline.

Significant
understanding of current
issues and historical
contexts, much of which is
at, or informed by, the
forefront of the discipline.
Significant knowledge of the
techniques and processes
applicable to understanding
research and advanced
scholarship in the discipline

Sound understanding of
knowledge of current
issues and historical
contexts, some of which
is at, or informed by, the
forefront of the
discipline.

Sound knowledge of the
techniques and processes
applicable to research
and advanced scholarship
in the discipline

Passable understanding
of knowledge of current
issues and historical
contexts, some of which
is at, or informed by, the
forefront of the
discipline.

Acceptable knowledge of
the techniques and
processes applicable to
research and advanced
scholarship in the
discipline

Insufficient
understanding of
knowledge of the
contextual, historical
or theoretical issues
that inform the
discipline.

Insufficient
knowledge of
techniques
applicable to
research and
advanced scholarship
in the discipline.

Very poor
demonstration of
understanding of
contextual, historical
or theoretical issues
that inform the
discipline.

Very weak knowledge
of technologies,
methods and processes

Understanding through
application of knowledge
The degree to which
research methods are
demonstrated:
relevant knowledge and
information is compared,
contrasted, manipulated,
translated and interpreted
knowledge and information
is selected, analysed,
synthesized and evaluated
in order to generate
creative ideas, solutions,
arguments or hypotheses

Exceptional and
remarkable demonstration
of research methods which
generate highly developed
critical insights into
existing knowledge
Exceptional and
remarkable critical
evaluation of existing
knowledge leading directly
to new hypotheses
Exceptional and
remarkable judgements
made in relation to
creative practice, current
ideas, arguments and
hypotheses

Excellent and highly
sophisticated
demonstration of research
methods leading to
impressive critical insights
into existing knowledge
Excellent and highly
sophisticated critical
evaluation of existing
knowledge working
towards new hypotheses
Excellent and highly
sophisticated judgements
made in relation to
creative practice, current
ideas, arguments and
hypotheses

Rigorous use of established
methods of research combined
with the ability to generate new
concepts or insights into existing
knowledge.
Critical evaluation of current
knowledge to evaluate
methodological practices and
propose new hypotheses.
Carefully considered
judgements on highly complex
or ‘under-researched’ problems
showing evidence of systematic
analysis and deduction and
creative processes to resolve
them.

Confident use of established
methods of research
combined with the ability to
recognise new concepts
using existing knowledge.

Critical evaluation of current
knowledge to analyse
methodological practices
and propose hypotheses
Informed judgements made
on highly complex research
problems showing evidence
of systematic analysis and
deduction and creative
processes to resolve them

Sound use of established
methods of research to
develop and interpret
existing knowledge.

Critical evaluation of
current knowledge and
recognition of
methodological practices.
Sound judgements made
on complex research
problems showing
evidence of systematic
analysis and deduction
and creative processes to
resolve them.

Passable use of
established methods of
research to develop and
interpret existing
knowledge.
Evidence of critical
evaluation of current
knowledge and
recognition of
methodological practices.
Passable judgements
made on complex
research problems
showing evidence of
systematic analysis and
deduction and creative
processes to resolve
them.

Insufficient use of
existing
methodologies to
develop knowledge.
Inability to fully
understand or
interpret relevant
knowledge and
methodological
practices.
Research problems
are insufficiently
complex and require
mainly routine
analytic and creative
processes to resolve
them.

Inability to use and
interpret existing
research
methodologies

Little or no ability to
evaluate existing
knowledge
Inability to define a
research problem and
to generate solutions
or hypotheses through
research and practice

4

Application of technical
and professional skills
The degree to which:
appropriate materials and
media are selected, tested
and utilised to realise and
present ideas and solutions
appropriate technologies,
methods and processes are
demonstrated
transferable, professional
skills are effectively
demonstrated
self management and
independent learning are
demonstrated

Exceptional and
remarkable critical and
evaluative skills utilised
leading to highly original
solutions to very complex
problems
Outstanding application of
advanced technical skills
that fundamentally
challenges current
understanding and
practices
Exceptional and
remarkable demonstration

of professionalism, self-
management and

independent learning

Excellent and highly
sophisticated critical and
evaluative skills utilised
leading to impressive
solutions to very complex
problems
Highly impressive
application of advanced
technical skills that
challenge current
understanding and
practices
Excellent demonstration of

professionalism, self-
management and

independent learning

Evidence of a high level of
critical and evaluative skills in
order to create original solutions
to a range of highly complex
problems.
Application of advanced
skills, techniques and processes
that challenge knowledge and
understanding of the discipline.
Demonstration of a very high

level of professionalism, self-
management and independent

learning

Evidence of the critical and
evaluative skills necessary
to construct solutions to a
range of complex problems
Application of advanced
skills, techniques and
processes that contribute to
knowledge and
understanding of the
discipline.
Demonstration of a
competent level of

professionalism, self-
management and

independent learning

Evidence of the critical
and evaluative skills
necessary to identify
solutions to a range of
complex problems.
Application of advanced
skills techniques and
processes that sustain
independent learning in
the discipline.
Clear demonstration of

professionalism, self-
management and

independent learning

Evidence of the critical
and evaluative skills
necessary to identify
solutions to a range of
varied problems.
Application of advanced
skills techniques and
processes that sustain
independent learning in
the discipline.
Acceptable
demonstration of

professionalism, self-
management and

independent learning

Inability to
demonstrate the
critical and
evaluative skills
necessary to identify
solutions to
problems
Insufficient ability to
demonstrate the
skills necessary for
sustained
independent learning
Insufficient evidence
of professional and
transferable skills

Very poor ability to
apply appropriate
materials and media to
present ideas and
solutions

Very poor judgement
shown in choice of
methods and processes
Inability to manage
self, meet deadlines,
work professionally
and independently