PROGRAMME OBJECTIVE

This programme aims to equip the hospitality, tourism and event practitioners with the professional and excellent customer services skills to manage this service-driven industry. It covers various customer services skills and etiquettes, professional standards in customer service and how to apply these customer services skills and handle sensitive data in the workplace. Upon the completion of the programme, students will learn the emergent ideas of butler service in the luxury hospitality and tourism sectors. Students will also be able to understand the good practices and tools in the hospitality and tourism industries via case studies which they can apply at the workplace. 

INTENDED LEARNING OUTCOME

On completion of the programme, students should be able to

1. explain the roles of guest relationship management in hospitality and tourism industry;
2. discuss the professional standards in customer service and their applications in hospitality and tourism industry;
3. illustrate how to develop effective service recovery systems;
4. describe how to acquire and retain customers, and enhance customer loyalty to improve business performance; and
5. identify the duties, responsibilities, attributes and service requirements of butlers in the luxury hospitality sector.

TOPICS

1. Concepts of Guest Relationship 
2. Customer Services Management
3. Customer Service Skills
4. Customer Feedback and Service Recovery 
5. Acquisition, Retention and Loyalty Strategies 
6. Handling of Confidential Data and other Ethical Practices 
7. Service Delivery to the Luxury Sector – Butler Service in Hospitality and Tourism Industry

ASSESSMENT 

Throughout this programme, students will be assessed by a combination of:

• Online Exercises
• Assignment
• Examination 

AWARDS

On satisfactory completion of the Programme and pass the assessments, students will be awarded the Certificate for Module (Guest Relatioship Management) within the HKU system through HKU SPACE.

MEDIUM OF INSTRUCTION

English

DURATION

33 hours /3 hours per week/11 Weeks (Normal)

Meeting Schedule

Weekday evening : 6:45 - 9:45pm  or 7:00 - 10:00pm
or
Weekend daytime: 10:00am - 1:00pm

VENUE

Admiralty Learning Centre / United Learning Centre / HKU SPACE Po Leung Kuk Stanley Ho Community College (HPSHCC) Campus / Fortress Tower Learning Centre  Programme team reserves the right to change the above venue/ classroom if necessary.

Application Fee

HK$150 (Non-refundable)

Course Fee

• HK$5,200 per programme
  (*The tuition fee is reviewed annually and is subject to change without prior notice.)

Applicants shall:

1. have gained in the HKALE Grade E in 1 AL subject and in the HKCEE Grade E in 4 subjects, and Level 2 in English Language*, or equivalent; Or
2. have gained in the HKDSE Examination Level 2 in 5 subjects including English Language; Or
3. hold a Certificate in Private Jet Hospitality Service Management awarded within the HKU system through HKU SPACE, or equivalent; Or
4. be mature applicants (aged 21 years or above) who do not fulfill the academic requirement but have at least 3 years of relevant work experience in the hospitality and tourism industry will be considered.  They should have Level 2 in English Language* in HKCEE or Level 2 in English Language in HKDSE Examination or equivalent. They may need to attend an interview.

* With effect from 2007, HKU SPACE recognises Grade E previously awarded for Chinese Language and English Language (Syllabus B) (Grade C in the case of English Language (Syllabus A)) at HKCEE as an acceptable alternative to Level 2 in these two subjects at HKCEE.

Applicants with other qualifications will be considered on individual merit.

Application Form Download Application Form

Enrolment Method

Application Form Download Application Form

Enrolment Method

Specific application form for this programme can be obtained from any HKU SPACE Enrolment Centres, or you may download the form from this website. A complete application including the following materials should reach us on/before the application closing date:

• a completed Application Form;
• a completed Enrolment Form;
• copies of relevant supporting documents(e.g. working experience / academic qualification proof);
• a non-refundable application fee of HK$150 and
• a tuition fee of HK$5,200 (Please pay by cheque or credit card upon application, the amount will only be debited upon successful entry to the course).

All fees are subject to change without prior notice

* All fees paid are NOT refundable, unless a course is over-subscribed or cancelled.  These fees may be subject to revisions even after a student has submitted an application, or after you have been admitted as a student on this programme. Fees for the following terms will be advised nearer the time when you enroll on those modules.

Payment Method

1. Cash, EPS, WeChat Pay Or Alipay

Course fees can be paid by cash, EPS, WeChat Pay or Alipay at any HKU SPACE Enrolment Centres.

2. Cheque Or Bank draft

Course fees can also be paid by crossed cheque or bank draft made payable to “HKU SPACE”. Please specify the programme title(s) for application and the applicant’s name.. You may either:

• bring the completed form(s), together with the appropriate course or application fees in the form of a cheque, and any required supporting documents to any of the HKU SPACE enrolment centres;
• or mail the above documents to any of the HKU SPACE Enrolment Centres, specifying  “Course Application” on the envelope.  HKU SPACE will not be responsible for any loss of payment sent by mail.

3. VISA/Mastercard

Applicants may also pay the course fee by VISA or Mastercard, including the “HKU SPACE Mastercard”, at any HKU SPACE enrolment centres. Holders of the HKU SPACE Mastercard can enjoy a 10-month interest-free instalment period for courses with a tuition fee worth a minimum of HK$2,000; however, the course applicant must also be the cardholder himself/herself. For enquiries, please contact our staff at any enrolment centres.

4. Online Payment

Online application / enrolment is offered for most open admission courses (course enrolled on first come, first served basis) and selected award-bearing programmes. Application fees and course fees of these programmes/courses can be settled by using "PPS by Internet" (not available via mobile phones), VISA or Mastercard. In addition to the aforesaid online payment channels, continuing students of award-bearing programmes, if their programmes offer online service, may also pay their course fees by Online WeChat Pay, Online Alipay and Faster Payment System (FPS). Please refer to Enrolment Methods - Online Enrolment  for details.

Notes

• If the programme/course is starting within five working days, application by post is not recommended to avoid any delays. Applicants are advised to enrol in person at HKU SPACE Enrolement Centres and avoid making cheque payment under this circustance.
• Fees paid are not refundable except under very exceptional circumstances (e.g. course cancellation due to insufficient enrolment), subject to the School’s discretion. In exceptional cases where a refund is approved, fees paid by cash, EPS, WeChat Pay, Alipay, cheque or PPS (for online payment only) will normally be reimbursed by a cheque, and fees paid by credit card will normally be reimbursed to the payment cardholder's credit card account.
• In addition to the published fees, there may be additional costs associated with individual programmes. Please refer to the relevant course brochures or direct any enquiries to the relevant programme team for details.
• Fees and places on courses cannot be transferrable from one applicant to another. Once accepted onto a course, the student may not change to another course without approval from HKU SPACE. A processing fee of HK$120 will be levied on each approved transfer.
• Receipts will be issued for fees paid but HKU SPACE will not be repsonsible for any loss of receipt sent by mail.
• For payment certification, please submit a completed form, a sufficiently stamped and self-addressed envelope, and a crossed cheque for HK$30 per copy made payable to "HKU SPACE" to any of our enrolment centres. 

Payment Method