Tourism & Hospitality Management
Undergraduate – Level 4 & 5
UK Level 5 to Top-Up degree at UK University – Only £1500 Per Year (Subject to Scholarship Discount)
Overview
QUALIFICATION OBJECTIVES
QUALITY, STANDARDS AND RECOGNITIONS
REGULATORY INFORMATION
EQUIVALENCES
QUALIFICATION STRUCTURE
DEFINITIONS
QUALITY, STANDARDS AND RECOGNITIONS
REGULATORY INFORMATION
EQUIVALENCES
QUALIFICATION STRUCTURE
DEFINITIONS
Qualification structure
Unit Aims
The aim of this unit is to provide learners with a critical understanding of the management of marketing, and the importance of digital marketing for the tourism and hospitality industries. Learners will develop the ability to apply the digital marketing mix and to explain the role and function of digital marketing within tourism and hospitality organisations.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Understand the principles of
digital marketing management.
1.1Describe the importance of digital marketing
management in contemporary organisations.
1.2Explain the role of the marketing mix in digital
contexts.
1.3Evaluate the importance of the digital
marketing mix in the tourism and hospitality
industry.
●Introduction to digital marketing
●The digital marketing mix – the 9Ps in a digital
context
oPeople in the digital context
oPlanning in the digital context
oProduct in the digital context
oPlace in the digital context
oPrice in the digital context
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
oPromotion in the digital context
oPartners in the digital context
oPresentation in the digital context
oPassion in the digital context
2.Know about the role and
function of digital marketing
management in tourism and
hospitality businesses.
2.1Explain how digital marketing management is
managed in the tourism and hospitality
industry.
2.2Analyse the importance of digital marketing
management in the tourism and hospitality
industry.
2.3Analyse the roles and responsibilities of
digital marketers in the tourism and hospitality
industry.
2.4Apply a digital marketing management
process in the tourism and hospitality
industry.
●Introduction to marketing management
●Managing digital marketing activities
●Integrating digital and non-digital marketing in
tourism and hospitality
●The relationship between digital marketing and
services marketing in tourism and hospitality
●Tourism and hospitality marketing environments
●Careers and responsibilities in digital marketing for
tourism and hospitality
●The digital marketing management process in
tourism and hospitality
3.Understand the digital marketing
environment for tourism and
hospitality
3.1Analyse technological trends affecting the
development of digital marketing
management in tourism and hospitality.
3.2Assess the relationship between external
digital marketing and internal digital marketing
in tourism and hospitality businesses.
3.3Examine regulatory frameworks for digital
marketing management which affect tourism
and hospitality businesses.
●Technological trends affecting digital marketing in
tourism and hospitality
oMobile technology
oVirtual reality
oAugmented reality
oMetaverse technologies
oMicro-payments
oBlockchain
oSocial media
●Digital approaches to internal marketing and
communications
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Social media use by tourism and hospitality
organisations
●Regulation of digital marketing
oContent regulation
oData protection
oNational laws
4.Be able to conduct market
research in the digital
environment for the tourism and
hospitality industry.
4.1Explain the need for market research in
tourism and hospitality organisations.
4.2Conduct market research using primary data
relating to the digital environment for the
tourism and hospitality industry.
4.3Analyse secondary data relating to the digital
environment for tourism and hospitality
industry using the principles of market
research.
●Principles of market research in tourism and
hospitality, qualitative vs quantitative; Primary vs
secondary, desk vs field research.
●The process and stages of market research
●Conducting research in the digital marketing space
●Ethical and legal issues associated with digital
marketing research
●Understanding the audience for digital marketing
research in tourism and hospitality
●Presenting digital marketing research in tourism and
hospitality
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 All ACs under LO 1 - LO2 Coursework 2000 words
LO3 and LO4 All ACs under LO3 - LO4 Presentations 500 words
Indicative Reading list
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Gursoy, D. (ed.) (2023). The Routledge Handbook of Hospitality Marketing. London. Routledge
Hudson, S. and Hudson, L. (2023) Marketing for Tourism, Hospitality and Events: A Global Approach. 2
nd
Ed. London: Sage
Kotler, P., Bowen, J., Makens, J. & Baloglu, S. (2021) Marketing for Hospitality and Tourism.
8th
Ed. London. Pearson
Morrisson, A. (2023) Marketing and Managing Tourism Destinations. 3
rd
Ed. . London: Routledge
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
OPERATIONS MANAGEMENT
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Understand the principles of
digital marketing management.
1.1Describe the importance of digital marketing
management in contemporary organisations.
1.2Explain the role of the marketing mix in digital
contexts.
1.3Evaluate the importance of the digital
marketing mix in the tourism and hospitality
industry.
●Introduction to digital marketing
●The digital marketing mix – the 9Ps in a digital
context
oPeople in the digital context
oPlanning in the digital context
oProduct in the digital context
oPlace in the digital context
oPrice in the digital context
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
oPromotion in the digital context
oPartners in the digital context
oPresentation in the digital context
oPassion in the digital context
2.Know about the role and
function of digital marketing
management in tourism and
hospitality businesses.
2.1Explain how digital marketing management is
managed in the tourism and hospitality
industry.
2.2Analyse the importance of digital marketing
management in the tourism and hospitality
industry.
2.3Analyse the roles and responsibilities of
digital marketers in the tourism and hospitality
industry.
2.4Apply a digital marketing management
process in the tourism and hospitality
industry.
●Introduction to marketing management
●Managing digital marketing activities
●Integrating digital and non-digital marketing in
tourism and hospitality
●The relationship between digital marketing and
services marketing in tourism and hospitality
●Tourism and hospitality marketing environments
●Careers and responsibilities in digital marketing for
tourism and hospitality
●The digital marketing management process in
tourism and hospitality
3.Understand the digital marketing
environment for tourism and
hospitality
3.1Analyse technological trends affecting the
development of digital marketing
management in tourism and hospitality.
3.2Assess the relationship between external
digital marketing and internal digital marketing
in tourism and hospitality businesses.
3.3Examine regulatory frameworks for digital
marketing management which affect tourism
and hospitality businesses.
●Technological trends affecting digital marketing in
tourism and hospitality
oMobile technology
oVirtual reality
oAugmented reality
oMetaverse technologies
oMicro-payments
oBlockchain
oSocial media
●Digital approaches to internal marketing and
communications
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Social media use by tourism and hospitality
organisations
●Regulation of digital marketing
oContent regulation
oData protection
oNational laws
4.Be able to conduct market
research in the digital
environment for the tourism and
hospitality industry.
4.1Explain the need for market research in
tourism and hospitality organisations.
4.2Conduct market research using primary data
relating to the digital environment for the
tourism and hospitality industry.
4.3Analyse secondary data relating to the digital
environment for tourism and hospitality
industry using the principles of market
research.
●Principles of market research in tourism and
hospitality, qualitative vs quantitative; Primary vs
secondary, desk vs field research.
●The process and stages of market research
●Conducting research in the digital marketing space
●Ethical and legal issues associated with digital
marketing research
●Understanding the audience for digital marketing
research in tourism and hospitality
●Presenting digital marketing research in tourism and
hospitality
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 All ACs under LO 1 - LO2 Coursework 2000 words
LO3 and LO4 All ACs under LO3 - LO4 Presentations 500 words
Indicative Reading list
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Gursoy, D. (ed.) (2023). The Routledge Handbook of Hospitality Marketing. London. Routledge
Hudson, S. and Hudson, L. (2023) Marketing for Tourism, Hospitality and Events: A Global Approach. 2
nd
Ed. London: Sage
Kotler, P., Bowen, J., Makens, J. & Baloglu, S. (2021) Marketing for Hospitality and Tourism.
8th
Ed. London. Pearson
Morrisson, A. (2023) Marketing and Managing Tourism Destinations. 3
rd
Ed. . London: Routledge
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
OPERATIONS MANAGEMENT
20 credits • 100 GLH • 200 TQT
Unit Aims
The aim of this unit is to provide learners with an understanding of operations management within the tourism and hospitality industry. There is a specific focus on the systems, processes, project and quality management skills associated with this function. Learners will develop the ability to apply operations management knowledge to tourism and hospitality businesses and have an in-depth appreciation of the value of the operations function.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about the ways in which
effective operations
management can benefit
tourism and hospitality
businesses.
1.1Describe the evolution of operations
management from the manufacturing sector to
the service sector.
1.2Explain how operations management has
become a managerial function in the tourism
and hospitality industry.
1.3Analyse the ways in which operations
management can be used to create customer
value and competitive advantage.
●The development and evolution of the operations
management concept
●Managerial Function: managing the process of
creation of goods and services. It involves
planning, organizing, coordinating, and controlling
all the resources needed to produce a company’s
goods and services ie involves managing people,
equipment, technology, information, and all the
other resources needed in the production of goods
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
and services.
●Operations management decisions directly affect
the size, shape, quantity, quality, price, profitability
and speed of delivery of the output of travel,
tourism and hospitality organisations, whether at
the luxury end of the market or a budget product or
service,
●Customer value and gain competitive advantage,
maximise efficiency while producing goods and
services that effectively fulfil customer needs.
●
2.Understand processes, systems
and planning methods used in
operations management.
2.1Explain how systems design and process
design relate to the tourism and hospitality
industry.
2.2Evaluate the importance of ‘process’ and
‘product’ innovation as it applies to tourism and
hospitality businesses.
2.3Describe the role and processes of logistics
and the supply chain in the context of the
tourism and hospitality industry.
●Principles of systems and process design
●Process and product innovation in the tourism and
hospitality industries: process innovation refers to
the implementation of a new or significantly
improved production or delivery method, product
innovation is the introduction of a good or service
that is new or has significantly improved
characteristics or intended uses;
●Logistics and supply chain management in tourism
and hospitality businesses ie tour operators, travel
agents and other intermediaries; transportation;
visitor attractions and activities; tourism
accommodation and hospitality services; ancillary
facilities and services; government and public
sector agencies
●Resources: efficient, effective and sustainable
resource planning and management, obtaining
working capital and capital investment
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Service sector: selecting the most appropriate
strategy (e.g. make from raw ingredients or buy
partly processed or ready-made), identifying
suitable sources of supplies at the right time for the
right price and at the required quality and quantity,
relationship between forecasting demand and
delivering products or services to customers
Ethical and environmental factor
●Application of technology: use of real time
automated delivery notification systems for
tracking and monitoring the delivery of product,
application of barcode scanning, digital cameras
and smartphones, etc. in travel and hospitality
places, computerised shipping, tracking and
invoicing for effective logistics and distribution,
advances in refrigerated transportation,
preservation, packaging and storage methods,
●Relationships with suppliers and logistic providers
benefits of effective SCM
●Procurement: developing procurement strategies,
policies and procedures Consideration of demand
management, forecasting and planning
3.Understand the role of
operations management in
tourism and hospitality.
3.1Assess the importance of external
environmental factors in the context of
operations management in the tourism and
hospitality industry.
3.2Compare and contrast the operational
activities of different businesses operating in
the tourism and hospitality industry.
3.3Evaluate the existing and potential impacts of
the virtual marketplace on the pattern of
operational activities in the tourism and
●Online operations management in tourism and
hospitality
●Operations Management and customer service in
tourism and hospitality
●Technology and operations management in
tourism and hospitality
●Regulations and Legislation affecting operations
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
hospitality industry. management in the tourism and hospitality
industries
●Disaster planning and service recovery in tourism
and hospitality
4.Understand the principles of
visitor attraction management in
the tourism industry.
4.1Explain what is meant by visitor attraction
management.
4.2Examine the role of visitor attractions on the
development of tourism destinations.
4.3Analyse how effective management and
control systems can lead to competitive
advantage for visitor attractions.
●Visitor attraction management: patterns of usage
of visitor attractions — types of visitor, types of
usage eg visitor attractions as meetings and
reception venues; corporate entertainment,
product launches
●Sources of income and expenditure in terms of
visitor attraction activities.
●Market segments — leisure and business;
individual and group eg educational, special
interest; geographic and demographic
segmentation
●Sources of finance which should include coverage
of public as well as private sector funding
●Legislation — planning; health and safety; trades
descriptions; consumer protection;
●public liability; employment law; Disability
Discrimination Act etc.
●Quality assurance — systems required to be in
place in order to achieve a qualityroduct; benefits
of participating in national quality assurance
schemes.
●Challenges of visitor attractions, ie managing
seasonality strategically.
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Visitor attractions and the development of tourism
destinations: economic, social, technological,
environmental,
●Competitor activity, examples include: - competing
local, regional and national attractions,
●Sustainability: economic (international, national,
regional, local); visitor expectations (negative
impacts result in lack of repeat business); social
e.g. heritage, culture, lifestyle; environmental,
conflict between conservation and preservation
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 All ACs under LO 1 - LO2 Coursework 2000 words
LO3 and LO4 All ACs under LO3 - LO4 Presentations 500 words
Indicative Reading list
Szende, P., Dalton, A. N., & Yoo, M. M. (Eds.). (2021). Operations Management in the Hospitality Industry. Emerald Group Publishing.#
Hudson, S. and Hudson, L. (2022) Customer Services in Tourism and Hospitality. 3
rd
Ed.. London: Goodfellow
Legrand, W., Chen, J. & Laeis (2022)
Sustainability in the Hospitality Industry: Principles of Sustainable Operations. 4
th
Ed. London. Routledge
Slack, N., Chambers, S., & Johnston, R. (2022). Operations management. 10
th
Ed. London. Pearson education.
Holland, J., & Leslie, D. (2017). Tour operators and operations: Development, management and responsibility. Wallingford. CABI.
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
MANAGEMENT ACCOUNTING
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about the ways in which
effective operations
management can benefit
tourism and hospitality
businesses.
1.1Describe the evolution of operations
management from the manufacturing sector to
the service sector.
1.2Explain how operations management has
become a managerial function in the tourism
and hospitality industry.
1.3Analyse the ways in which operations
management can be used to create customer
value and competitive advantage.
●The development and evolution of the operations
management concept
●Managerial Function: managing the process of
creation of goods and services. It involves
planning, organizing, coordinating, and controlling
all the resources needed to produce a company’s
goods and services ie involves managing people,
equipment, technology, information, and all the
other resources needed in the production of goods
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
and services.
●Operations management decisions directly affect
the size, shape, quantity, quality, price, profitability
and speed of delivery of the output of travel,
tourism and hospitality organisations, whether at
the luxury end of the market or a budget product or
service,
●Customer value and gain competitive advantage,
maximise efficiency while producing goods and
services that effectively fulfil customer needs.
●
2.Understand processes, systems
and planning methods used in
operations management.
2.1Explain how systems design and process
design relate to the tourism and hospitality
industry.
2.2Evaluate the importance of ‘process’ and
‘product’ innovation as it applies to tourism and
hospitality businesses.
2.3Describe the role and processes of logistics
and the supply chain in the context of the
tourism and hospitality industry.
●Principles of systems and process design
●Process and product innovation in the tourism and
hospitality industries: process innovation refers to
the implementation of a new or significantly
improved production or delivery method, product
innovation is the introduction of a good or service
that is new or has significantly improved
characteristics or intended uses;
●Logistics and supply chain management in tourism
and hospitality businesses ie tour operators, travel
agents and other intermediaries; transportation;
visitor attractions and activities; tourism
accommodation and hospitality services; ancillary
facilities and services; government and public
sector agencies
●Resources: efficient, effective and sustainable
resource planning and management, obtaining
working capital and capital investment
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Service sector: selecting the most appropriate
strategy (e.g. make from raw ingredients or buy
partly processed or ready-made), identifying
suitable sources of supplies at the right time for the
right price and at the required quality and quantity,
relationship between forecasting demand and
delivering products or services to customers
Ethical and environmental factor
●Application of technology: use of real time
automated delivery notification systems for
tracking and monitoring the delivery of product,
application of barcode scanning, digital cameras
and smartphones, etc. in travel and hospitality
places, computerised shipping, tracking and
invoicing for effective logistics and distribution,
advances in refrigerated transportation,
preservation, packaging and storage methods,
●Relationships with suppliers and logistic providers
benefits of effective SCM
●Procurement: developing procurement strategies,
policies and procedures Consideration of demand
management, forecasting and planning
3.Understand the role of
operations management in
tourism and hospitality.
3.1Assess the importance of external
environmental factors in the context of
operations management in the tourism and
hospitality industry.
3.2Compare and contrast the operational
activities of different businesses operating in
the tourism and hospitality industry.
3.3Evaluate the existing and potential impacts of
the virtual marketplace on the pattern of
operational activities in the tourism and
●Online operations management in tourism and
hospitality
●Operations Management and customer service in
tourism and hospitality
●Technology and operations management in
tourism and hospitality
●Regulations and Legislation affecting operations
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
hospitality industry. management in the tourism and hospitality
industries
●Disaster planning and service recovery in tourism
and hospitality
4.Understand the principles of
visitor attraction management in
the tourism industry.
4.1Explain what is meant by visitor attraction
management.
4.2Examine the role of visitor attractions on the
development of tourism destinations.
4.3Analyse how effective management and
control systems can lead to competitive
advantage for visitor attractions.
●Visitor attraction management: patterns of usage
of visitor attractions — types of visitor, types of
usage eg visitor attractions as meetings and
reception venues; corporate entertainment,
product launches
●Sources of income and expenditure in terms of
visitor attraction activities.
●Market segments — leisure and business;
individual and group eg educational, special
interest; geographic and demographic
segmentation
●Sources of finance which should include coverage
of public as well as private sector funding
●Legislation — planning; health and safety; trades
descriptions; consumer protection;
●public liability; employment law; Disability
Discrimination Act etc.
●Quality assurance — systems required to be in
place in order to achieve a qualityroduct; benefits
of participating in national quality assurance
schemes.
●Challenges of visitor attractions, ie managing
seasonality strategically.
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Visitor attractions and the development of tourism
destinations: economic, social, technological,
environmental,
●Competitor activity, examples include: - competing
local, regional and national attractions,
●Sustainability: economic (international, national,
regional, local); visitor expectations (negative
impacts result in lack of repeat business); social
e.g. heritage, culture, lifestyle; environmental,
conflict between conservation and preservation
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 All ACs under LO 1 - LO2 Coursework 2000 words
LO3 and LO4 All ACs under LO3 - LO4 Presentations 500 words
Indicative Reading list
Szende, P., Dalton, A. N., & Yoo, M. M. (Eds.). (2021). Operations Management in the Hospitality Industry. Emerald Group Publishing.#
Hudson, S. and Hudson, L. (2022) Customer Services in Tourism and Hospitality. 3
rd
Ed.. London: Goodfellow
Legrand, W., Chen, J. & Laeis (2022)
Sustainability in the Hospitality Industry: Principles of Sustainable Operations. 4
th
Ed. London. Routledge
Slack, N., Chambers, S., & Johnston, R. (2022). Operations management. 10
th
Ed. London. Pearson education.
Holland, J., & Leslie, D. (2017). Tour operators and operations: Development, management and responsibility. Wallingford. CABI.
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
MANAGEMENT ACCOUNTING
20 credits • 100 GLH • 200 TQT
Unit Aims
Having an effective finance and accounting function will not only help secure the financial strength of a business but will also support managers to develop and implement a business strategy. The aim of this unit is to provide learners with an understanding of the fundamental principles of financial accounting and financial management in the tourism and hospitality industry and how to prepare, interpret and adjust financial statements alongside the preparation of budgets. This unit should be studied within the contexts of local, national and international legal frameworks and good practice relating to finance and accounting.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about the context and
purpose of finance and
accounting in the tourism and
hospitality industry.
1.1Explain the importance of finance and accounting
in the context of a tourism or hospitality
organisation.
1.2Explain the regulatory and legal influences on a
tourism or hospitality business’s finance and
accounting function.
1.3Explain how the finance and accounting function
supports a tourism or hospitality business’s
●Finance and Accounting : measurement,
processing, and communication of financial
information about a business or organisation ie
creating budgets and financial records,
analysing financial performance, developing
business strategy, helps set budgets, analysis
of the costs of a tourism or hospitality
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
decision making. organisation, helps in evaluating the
performance of the business, ensures statutory
compliance, inventory management and control
●Recording financial transactions
●Presenting financial information
●Regulatory and legal influences: national
regulations, international regulations and
conventions
●Producing balance sheets
●Producing income statements
●Producing P and L statements
2.Be able to prepare financial
statements for different types of
businesses.
2.1Differentiate between different financial
statements.
2.2Prepare financial statements for a sole trader.
2.3Prepare financial statements for a partnership.
2.4Apply techniques to make adjustments to
financial statements.
●Different Financial Statements:
●Balance sheets
●Income statements
●Cashflow statements
●Statement of shareholder equity
●P and L statement
●Techniques:
oAccruals and prepayments
oInterest adjustments
oDepreciation
●Debt allowances
3.Be able to interpret financial
statements.
3.1Calculate financial ratios from a set of business
accounts.
●Ratios:
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
3.2Compare organisational performance using
historical financial data.
oProfitability ratios
oLiquidity ratios
oSolvency ratios
oValuation ratios
oFinancial audits
●Historical: audited accounts
4.Understand how a tourism or
hospitality business could
manage its working capital and
revenue management.
4.1Explain the benefits and limitations of various
sources of finance available to a business.
4.2Describe the process of budgetary control and
revenue management in a tourism or hospitality
business.
4.3Prepare a cash budget.
4.4Appraise a cash budget.
●Sources of finance for tourism and hospitality
businesses
oLoans
oGrants and funded schemes
oEntrepreneurship
oWorking with investors
●Financial performance management
●Budgets:
oOperating budget
oCash budget
oFixed budget
oMaster budget
oIncremental budgeting
oActivity-based budgeting
oBudgeting based on value proposition
●Zero-based budgeting
●Budget control and revenue management in the
tourism and hospitality industries
oKey hospitality financial metrics: ADR,
RevPAR, GOP PAR
oDynamic pricing for revenue
management in travel
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Making decisions about investments in tourism
and hospitality
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be metAssessment Criteria to be coveredAssessment type Word count (approx. length)
LO1, LO2 and LO4 AC 1.1, 1.2, 1.3, 2.1, 4.1 Coursework 1000 words
LO2 AC 2.2, 2.3, 2.4 Coursework 750 words
LO3 All ACs under LO3 Coursework 650 words
LO4 AC 4.2, 4.3, 4.4 Coursework 600 words
Indicative Reading list
Adams, D. (2024). Management Accounting for the Hospitality, Tourism and Leisure Industries: A Strategic Approach. London. Goodfellow.
Guilding, C. & Ji, M. (2022) Accounting Essentials for Hospitality Managers 4
th
Ed.. Abingdon: Routledge
Hayes, D., Hayes, J. & Hayes, P. (2021) Revenue Management for the Hospitality Industry 2
nd
Ed. Oxford. Wiley.
THE MANAGEMENT OF HUMAN RESOURCES
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about the context and
purpose of finance and
accounting in the tourism and
hospitality industry.
1.1Explain the importance of finance and accounting
in the context of a tourism or hospitality
organisation.
1.2Explain the regulatory and legal influences on a
tourism or hospitality business’s finance and
accounting function.
1.3Explain how the finance and accounting function
supports a tourism or hospitality business’s
●Finance and Accounting : measurement,
processing, and communication of financial
information about a business or organisation ie
creating budgets and financial records,
analysing financial performance, developing
business strategy, helps set budgets, analysis
of the costs of a tourism or hospitality
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
decision making. organisation, helps in evaluating the
performance of the business, ensures statutory
compliance, inventory management and control
●Recording financial transactions
●Presenting financial information
●Regulatory and legal influences: national
regulations, international regulations and
conventions
●Producing balance sheets
●Producing income statements
●Producing P and L statements
2.Be able to prepare financial
statements for different types of
businesses.
2.1Differentiate between different financial
statements.
2.2Prepare financial statements for a sole trader.
2.3Prepare financial statements for a partnership.
2.4Apply techniques to make adjustments to
financial statements.
●Different Financial Statements:
●Balance sheets
●Income statements
●Cashflow statements
●Statement of shareholder equity
●P and L statement
●Techniques:
oAccruals and prepayments
oInterest adjustments
oDepreciation
●Debt allowances
3.Be able to interpret financial
statements.
3.1Calculate financial ratios from a set of business
accounts.
●Ratios:
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
3.2Compare organisational performance using
historical financial data.
oProfitability ratios
oLiquidity ratios
oSolvency ratios
oValuation ratios
oFinancial audits
●Historical: audited accounts
4.Understand how a tourism or
hospitality business could
manage its working capital and
revenue management.
4.1Explain the benefits and limitations of various
sources of finance available to a business.
4.2Describe the process of budgetary control and
revenue management in a tourism or hospitality
business.
4.3Prepare a cash budget.
4.4Appraise a cash budget.
●Sources of finance for tourism and hospitality
businesses
oLoans
oGrants and funded schemes
oEntrepreneurship
oWorking with investors
●Financial performance management
●Budgets:
oOperating budget
oCash budget
oFixed budget
oMaster budget
oIncremental budgeting
oActivity-based budgeting
oBudgeting based on value proposition
●Zero-based budgeting
●Budget control and revenue management in the
tourism and hospitality industries
oKey hospitality financial metrics: ADR,
RevPAR, GOP PAR
oDynamic pricing for revenue
management in travel
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Making decisions about investments in tourism
and hospitality
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be metAssessment Criteria to be coveredAssessment type Word count (approx. length)
LO1, LO2 and LO4 AC 1.1, 1.2, 1.3, 2.1, 4.1 Coursework 1000 words
LO2 AC 2.2, 2.3, 2.4 Coursework 750 words
LO3 All ACs under LO3 Coursework 650 words
LO4 AC 4.2, 4.3, 4.4 Coursework 600 words
Indicative Reading list
Adams, D. (2024). Management Accounting for the Hospitality, Tourism and Leisure Industries: A Strategic Approach. London. Goodfellow.
Guilding, C. & Ji, M. (2022) Accounting Essentials for Hospitality Managers 4
th
Ed.. Abingdon: Routledge
Hayes, D., Hayes, J. & Hayes, P. (2021) Revenue Management for the Hospitality Industry 2
nd
Ed. Oxford. Wiley.
THE MANAGEMENT OF HUMAN RESOURCES
20 credits • 100 GLH • 200 TQT
Unit Aims
SPECIFICATION | JUNE 2024 WWW.OTHM.ORG.UK 23 OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION The ability to attract, develop and retain talented employees is a key factor in a business’s success. Human resource management has its focus on supporting and enhancing business success and performance through its strategic vision and operational functions. The aim of this unit is to introduce learners to the key human resource management principles and concepts so they can support a sustainable approach to people management through an understanding of the purpose and scope of the human resource management function.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative Content
1.Understand the purpose and
objectives of human resource
management.
1.1Explain how human resource management
has evolved.
1.2Discuss the purpose of human resource
management.
1.3Explain the objectives of human resource
management.
●Concept of human resource management
●Welfare office – labour manager – personnel
management – HRM
●Staffing
●Employee compensation
●Discipline
●People – process - performance
●Workforce planning
●Talent management
●Employee engagement
●Performance management
2.Understand the functions of
human resource management.
2.1Explain key operational functions of human
resource management.
2.2Explain key strategic functions of human
resource management.
2.3Assess the relationship between business
strategy and human resource management.
●Recruitment and selection
●Training and development
●Employee welfare
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Employment law compliance
●Strategy integration
●Strategic HR planning
●Human capital development
●Forecasting
3.Understand how internal and
external factors impact the
human resource management
function.
3.1Compare the internal factors which affect
human resource management.
3.2Compare the external factors which affect
human resource management.
●Internal factors:
oResources and capabilities
oLeadership
oLearning and development
oMotivation
oBusiness and functional strategies
oOrganisational culture
oEquality and diversity
●External factors:
oCompetition and PESTEL forces
oSkills trends
oCompetitor behaviour
oHR availability
oHR costs
oLegislation
4.Understand modern
development in human
resource management function
in a business.
4.1Discuss the impact of technological
advancements, such as artificial intelligence
and automation, on HRM functions.
4.2Discuss the effectiveness of initiatives such
as flexible working arrangements, mental
health programs, and diversity training.
●Impact of Technology
oStreamlined recruitment processes
oAutomated screening and candidate
matching
oEnhanced employee performance
tracking
oAI-driven analytics for management
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
oImproved employee engagement
oCommunication via AI-powered chatbots
oVirtual assistants for assistance
oEfficient training and development
programs
oPersonalized learning platforms
oAutomated administrative tasks
oReduction of HR workload
oIncreased efficiency
oAdvanced data analytics
oBetter decision-making
oStrategic planning support
●Flexible working arrangements:
oPromote work-life balance
oAllow for personalized schedules
oIncrease employee autonomy
●Mental health programs:
oProvide support for employees' mental
well-being
oOffer resources for stress management
and coping strategies
oReduce absenteeism and improve overall
productivity
●Diversity training:
oIncrease awareness of biases and
stereotypes
oFoster inclusive workplace culture
oEnhance understanding of diverse
perspectives
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 AC 1.1, 1.2, 1.3, 2.1 Coursework 1000 words
LO2 - LO4 AC 2.2, 2.3, 3.1, 3.2, 4.1 Coursework 1500 words
LO4 AC 4.2 Presentation 500 words
Indicative Reading List
Hall, L. et al (2020) Human Resource Management 11
th
edition, Pearson, Harlow
Marchington, M. (2020) Human Resource Management at Work: The Definitive Guide 7
th
Edition, CIPD, London
Additional Resources
Human Resource Management Journal
International Journal of Human Resource Management
Chartered Institute of Personnel and Development
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
TOURISM AND HOSPITALITY CUSTOMER RELATIONSHIP MANAGEMENT
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative Content
1.Understand the purpose and
objectives of human resource
management.
1.1Explain how human resource management
has evolved.
1.2Discuss the purpose of human resource
management.
1.3Explain the objectives of human resource
management.
●Concept of human resource management
●Welfare office – labour manager – personnel
management – HRM
●Staffing
●Employee compensation
●Discipline
●People – process - performance
●Workforce planning
●Talent management
●Employee engagement
●Performance management
2.Understand the functions of
human resource management.
2.1Explain key operational functions of human
resource management.
2.2Explain key strategic functions of human
resource management.
2.3Assess the relationship between business
strategy and human resource management.
●Recruitment and selection
●Training and development
●Employee welfare
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Employment law compliance
●Strategy integration
●Strategic HR planning
●Human capital development
●Forecasting
3.Understand how internal and
external factors impact the
human resource management
function.
3.1Compare the internal factors which affect
human resource management.
3.2Compare the external factors which affect
human resource management.
●Internal factors:
oResources and capabilities
oLeadership
oLearning and development
oMotivation
oBusiness and functional strategies
oOrganisational culture
oEquality and diversity
●External factors:
oCompetition and PESTEL forces
oSkills trends
oCompetitor behaviour
oHR availability
oHR costs
oLegislation
4.Understand modern
development in human
resource management function
in a business.
4.1Discuss the impact of technological
advancements, such as artificial intelligence
and automation, on HRM functions.
4.2Discuss the effectiveness of initiatives such
as flexible working arrangements, mental
health programs, and diversity training.
●Impact of Technology
oStreamlined recruitment processes
oAutomated screening and candidate
matching
oEnhanced employee performance
tracking
oAI-driven analytics for management
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
oImproved employee engagement
oCommunication via AI-powered chatbots
oVirtual assistants for assistance
oEfficient training and development
programs
oPersonalized learning platforms
oAutomated administrative tasks
oReduction of HR workload
oIncreased efficiency
oAdvanced data analytics
oBetter decision-making
oStrategic planning support
●Flexible working arrangements:
oPromote work-life balance
oAllow for personalized schedules
oIncrease employee autonomy
●Mental health programs:
oProvide support for employees' mental
well-being
oOffer resources for stress management
and coping strategies
oReduce absenteeism and improve overall
productivity
●Diversity training:
oIncrease awareness of biases and
stereotypes
oFoster inclusive workplace culture
oEnhance understanding of diverse
perspectives
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 and LO2 AC 1.1, 1.2, 1.3, 2.1 Coursework 1000 words
LO2 - LO4 AC 2.2, 2.3, 3.1, 3.2, 4.1 Coursework 1500 words
LO4 AC 4.2 Presentation 500 words
Indicative Reading List
Hall, L. et al (2020) Human Resource Management 11
th
edition, Pearson, Harlow
Marchington, M. (2020) Human Resource Management at Work: The Definitive Guide 7
th
Edition, CIPD, London
Additional Resources
Human Resource Management Journal
International Journal of Human Resource Management
Chartered Institute of Personnel and Development
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
TOURISM AND HOSPITALITY CUSTOMER RELATIONSHIP MANAGEMENT
20 credits • 100 GLH • 200 TQT
Unit Aims
This unit will provide in-depth knowledge of how to manage customer relations and customer service in the tourism and hospitality industry. The unit will be appropriate for supervisory and management staff to enable them to support their staff in providing excellent customer service in the workplace.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about customer
relationship management in the
tourism and hospitality industry.
1.1Explain the importance of customer
relationship management to a tourism and
hospitality business.
1.2Analyse the different functions within tourism
and hospitality businesses that are linked to
customer relationship management.
1.3Analyse the factors that influence customer
relationship management in the tourism and
hospitality industry.
●Importance: to customers, improves the customer
experience, identifies improvements to customer
service, builds customer loyalty and reference,
supports information exchange, increases cross
selling and up selling opportunities, customer
retention
●Customer satisfaction measurement
●Social Media
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Managing quality in customer relations
●Use of performance indicators, analysis of
customer feedback, analysis of complaint log,
Investors In People (IIP), use of mystery
shopper/diner, reviewing standards, review of
reputation / press coverage
●Developing and maintaining a service culture
●Customer-focused organisations
●Challenging customers and conflict resolution
●Complaint management
2.Understand the nature of
customer decision making.
2.1Explain approaches to customer decision
making.
2.2Assess the factors that influence consumer
purchase decisions in the tourism and
hospitality industry.
2.3Analyse the different techniques and methods
organisations can apply to increase customer
relationships and customer loyalty.
●Customer satisfaction measurement
●Recognition of need, information search,
comparing the alternatives, purchase and post-
purchase evaluation.
●Various personal and external factors that
influence consumer purchase decisions
●Managing quality in customer relations
●Developing and maintaining a service culture
●Customer-focused organisations
●Conflict resolution
●Complaint management
●Strategies for building long-term customer
relationships
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Digital strategies, including increased connectivity
with customers through mobile device, apps, social
media and online chats/forums
●Creating brand loyalty
●Cross-selling and upselling
●Choosing the right rewards and incentives
●Developing multiple points and channels of contact
3.Understand the importance of
teamwork in the context of
managing customer relations.
3.1Describe the characteristics of effective
teams.
3.2Explain the importance to a tourism and
hospitality business of effective team work.
3.3Discuss how tourism and hospitality managers
can promote effective team working in their
areas of responsibility.
●Defining team roles
●Effective team work: increased sales, fewer
complaints, new customers, numbers of
compliments, repeat
business/brand loyalty, reduced staff turnover,
referred business, increased market share, job
satisfaction and staff motivation
●Managing and leading teams: adaptable, team-
oriented, entrepreneurial, passionate.
●Monitor and assess performance, eg observation,
psychometric testing, training needs analysis
(TNA), feedback, questioning
●Set objectives and targets that relate to customer
service in area of responsibility
●
4.Understand how to effectively
monitor and communicate levels
of customer service.
4.1Explain methods used to monitor and measure
the customer experience.
4.2Recommend approaches to improve the
●Methods: measures (key performance indicators,
complaints, retention, perceptions, reach and
revenue, willingness to recommend), brand
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
customer experience in a selected tourist or
hospitality organisation.
advocacy, customer lifetime value, Net Promoter
Score (NPS), polls, badges, ratings, observation,
surveys, analysis of data, reporting cycles,
benchmarking.
●Improvements: reporting structure, levels of
authority, resource implications, business case,
learning and development, quality improvement,
business process improvement, software solutions,
customer support improvements
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be metAssessment Criteria to be coveredAssessment type Word count (approx. length)
LO1, LO2 and LO4 All ACs under LO1, LO2 and LO3 Coursework 1500 words
LO3 ALL ACs under LO4 Presentation 500 words
Indicative Reading list
Ford, R. & Sturman, M. (2023). Managing Hospitality Organizations: Achieving Excellence in the Guest Experience. Sage. London
Gronroos, C. (2015) Service Management and Marketing: Customer Management in Service. 4
th
Ed. Oxford: John Wiley & Sons
Harris, E. (2013) Customer Service: A Practical Approach. 6
th
Ed. London: Pearson
Hudson, S & Hudson, L. (2017) Customer Services in Tourism and Hospitality. 2
nd
Ed. London: Goodfellow
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Prior, D., Buttle, F. and Maklan, S. (2024) Customer Relationship Management: Concepts and Technologies 5th Ed.. London: Routledge
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
CONTEMPORARY ISSUES IN TOURISM AND HOSPITALITY
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Know about customer
relationship management in the
tourism and hospitality industry.
1.1Explain the importance of customer
relationship management to a tourism and
hospitality business.
1.2Analyse the different functions within tourism
and hospitality businesses that are linked to
customer relationship management.
1.3Analyse the factors that influence customer
relationship management in the tourism and
hospitality industry.
●Importance: to customers, improves the customer
experience, identifies improvements to customer
service, builds customer loyalty and reference,
supports information exchange, increases cross
selling and up selling opportunities, customer
retention
●Customer satisfaction measurement
●Social Media
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Managing quality in customer relations
●Use of performance indicators, analysis of
customer feedback, analysis of complaint log,
Investors In People (IIP), use of mystery
shopper/diner, reviewing standards, review of
reputation / press coverage
●Developing and maintaining a service culture
●Customer-focused organisations
●Challenging customers and conflict resolution
●Complaint management
2.Understand the nature of
customer decision making.
2.1Explain approaches to customer decision
making.
2.2Assess the factors that influence consumer
purchase decisions in the tourism and
hospitality industry.
2.3Analyse the different techniques and methods
organisations can apply to increase customer
relationships and customer loyalty.
●Customer satisfaction measurement
●Recognition of need, information search,
comparing the alternatives, purchase and post-
purchase evaluation.
●Various personal and external factors that
influence consumer purchase decisions
●Managing quality in customer relations
●Developing and maintaining a service culture
●Customer-focused organisations
●Conflict resolution
●Complaint management
●Strategies for building long-term customer
relationships
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
●Digital strategies, including increased connectivity
with customers through mobile device, apps, social
media and online chats/forums
●Creating brand loyalty
●Cross-selling and upselling
●Choosing the right rewards and incentives
●Developing multiple points and channels of contact
3.Understand the importance of
teamwork in the context of
managing customer relations.
3.1Describe the characteristics of effective
teams.
3.2Explain the importance to a tourism and
hospitality business of effective team work.
3.3Discuss how tourism and hospitality managers
can promote effective team working in their
areas of responsibility.
●Defining team roles
●Effective team work: increased sales, fewer
complaints, new customers, numbers of
compliments, repeat
business/brand loyalty, reduced staff turnover,
referred business, increased market share, job
satisfaction and staff motivation
●Managing and leading teams: adaptable, team-
oriented, entrepreneurial, passionate.
●Monitor and assess performance, eg observation,
psychometric testing, training needs analysis
(TNA), feedback, questioning
●Set objectives and targets that relate to customer
service in area of responsibility
●
4.Understand how to effectively
monitor and communicate levels
of customer service.
4.1Explain methods used to monitor and measure
the customer experience.
4.2Recommend approaches to improve the
●Methods: measures (key performance indicators,
complaints, retention, perceptions, reach and
revenue, willingness to recommend), brand
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
customer experience in a selected tourist or
hospitality organisation.
advocacy, customer lifetime value, Net Promoter
Score (NPS), polls, badges, ratings, observation,
surveys, analysis of data, reporting cycles,
benchmarking.
●Improvements: reporting structure, levels of
authority, resource implications, business case,
learning and development, quality improvement,
business process improvement, software solutions,
customer support improvements
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be metAssessment Criteria to be coveredAssessment type Word count (approx. length)
LO1, LO2 and LO4 All ACs under LO1, LO2 and LO3 Coursework 1500 words
LO3 ALL ACs under LO4 Presentation 500 words
Indicative Reading list
Ford, R. & Sturman, M. (2023). Managing Hospitality Organizations: Achieving Excellence in the Guest Experience. Sage. London
Gronroos, C. (2015) Service Management and Marketing: Customer Management in Service. 4
th
Ed. Oxford: John Wiley & Sons
Harris, E. (2013) Customer Service: A Practical Approach. 6
th
Ed. London: Pearson
Hudson, S & Hudson, L. (2017) Customer Services in Tourism and Hospitality. 2
nd
Ed. London: Goodfellow
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Prior, D., Buttle, F. and Maklan, S. (2024) Customer Relationship Management: Concepts and Technologies 5th Ed.. London: Routledge
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
CONTEMPORARY ISSUES IN TOURISM AND HOSPITALITY
20 credits • 100 GLH • 200 TQT
Unit Aims
The aim of this unit is to develop learners' skills in understanding issues and trends affecting tourism and hospitality organisations. They will also develop an understanding of how the industry responds to change and the impact of trends and issues that drive change.
Learning Outcomes, Assessment Criteria and Indicative Content
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Understand contemporary
issues that are influencing the
development of the tourism and
hospitality industry.
1.1Explain social issues that are influencing the
development of the tourism and hospitality
industry.
1.2Explain environmental issues that are
influencing the development of the tourism
and hospitality industry.
1.3Explain technological issues that are
influencing the development of the tourism
and hospitality industry.
●Contemporary social issues affecting the future
of tourism and hospitality
●Contemporary environmental issues affecting the
future of tourism and hospitality
●Contemporary technological issues affecting the
future of tourism and hospitality
o
2.Understand the impacts of
contemporary issues on the
tourism and hospitality industry.
2.1Assess the impact of social issues on the
development of the tourism and hospitality
industry.
● The impacts of contemporary social issues
affecting the future of tourism and hospitality on:
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
2.2Assess the impact of environmental issues on
the development of the tourism and
hospitality industry.
2.3Assess the impact of technological issues on
the development of the tourism and
hospitality industry.
●The impacts of contemporary environmental
issues affecting the future of tourism and
hospitality on:
●Contemporary technological issues affecting the
future of tourism and hospitality.
3.Understand the impact of
current trends on the
development of the tourism and
hospitality industry.
3.1Explain current trends influencing change in
the tourism and hospitality sector.
3.2Analyse a current trend using appropriate
techniques and resources
●Differentiating between issues and trends in the
business environment for tourism and hospitality
●Identifying issues affecting the tourism and
hospitality industries
oConsumer issues
oBusiness Issues
oDestination Management Issues
●Trend identification in tourism and hospitality
oConsumer trends
oBusiness trends
oDestination Management trends
4.Understand the impacts of
change on the tourism and
hospitality industry.
4.1Explain how tourism and hospitality
organisations are responding to changing
trends and factors.
4.2Analyse the impact of issues and trends that
drive change in tourism and hospitality
organisations.
●Trends: recent and current eg increased
frequency of holidays, holiday home ownership,
greater flexibility (of booking, of products), more
independent travellers, greater opportunity for
adventure and alternative
destinations, decline in incoming and outgoing
passenger numbers, destinations, growth and
expansion of regional airports, withdrawal of
some destinations by low-cost airlines
●Factors: recent and current eg natural disasters,
health warnings, epidemics and pandemics,
terrorism, environmental issues, cost of travel,
world recession, currency exchange rates,
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
decline in sales, technological developments,
transport developments; future eg economic
growth, increasing sales, technological
advancement, environmental concerns, risks of
effective supply chain management
●Impacts: eg transport, accommodation, tour
operations, retail and business travel; on
destinations eg decline in visitor numbers,
reduction in planned developments; on current
developments eg super aircraft, super ships,
expanded rail links, airport expansion (major and
regional), new destinations, low-cost airlines,
tour operators, accommodation providers; on the
economic stability eg UK, other countries
worldwide
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 - LO3 All Acs under LO1 - LO3 Coursework 2000 words
LO4 All ACs under LO4 Presentation 500 words
Indicative Reading list
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Dieke, P. U., King, B. E., & Sharpley, R. A. (Eds.). (2020). Tourism in Development: Reflective Essays. CABI.
Fayos-Sola. (ed.) (2019) The Future of Tourism: Innovation and Sustainability. London. Emerald.
Stylos, N., Rahimi, R., Okumus, B., & Williams, S. (2021). Generation Z Marketing and Management in Tourism and Hospitality. London. Springer.
Tranisever, C., Pamuku, H. & Sharma, A. (2024) (Eds.) Future Tourism Trends: Tourism in a Changing World. London. Emerald
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
IMPORTANT NOTE
Whilst we make every effort to keep the information contained in programme specification up
to date, some changes to procedures, regulations, fees matter, timetables, etc may occur
during your studies. You should, therefore, recognise that this booklet serves only as a
useful guide to your learning experience.
For updated information please visit our website www.othm.org.uk.
Learning Outcome –
The learner will:
Assessment Criterion –
The learner can:
Indicative content
1.Understand contemporary
issues that are influencing the
development of the tourism and
hospitality industry.
1.1Explain social issues that are influencing the
development of the tourism and hospitality
industry.
1.2Explain environmental issues that are
influencing the development of the tourism
and hospitality industry.
1.3Explain technological issues that are
influencing the development of the tourism
and hospitality industry.
●Contemporary social issues affecting the future
of tourism and hospitality
●Contemporary environmental issues affecting the
future of tourism and hospitality
●Contemporary technological issues affecting the
future of tourism and hospitality
o
2.Understand the impacts of
contemporary issues on the
tourism and hospitality industry.
2.1Assess the impact of social issues on the
development of the tourism and hospitality
industry.
● The impacts of contemporary social issues
affecting the future of tourism and hospitality on:
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
2.2Assess the impact of environmental issues on
the development of the tourism and
hospitality industry.
2.3Assess the impact of technological issues on
the development of the tourism and
hospitality industry.
●The impacts of contemporary environmental
issues affecting the future of tourism and
hospitality on:
●Contemporary technological issues affecting the
future of tourism and hospitality.
3.Understand the impact of
current trends on the
development of the tourism and
hospitality industry.
3.1Explain current trends influencing change in
the tourism and hospitality sector.
3.2Analyse a current trend using appropriate
techniques and resources
●Differentiating between issues and trends in the
business environment for tourism and hospitality
●Identifying issues affecting the tourism and
hospitality industries
oConsumer issues
oBusiness Issues
oDestination Management Issues
●Trend identification in tourism and hospitality
oConsumer trends
oBusiness trends
oDestination Management trends
4.Understand the impacts of
change on the tourism and
hospitality industry.
4.1Explain how tourism and hospitality
organisations are responding to changing
trends and factors.
4.2Analyse the impact of issues and trends that
drive change in tourism and hospitality
organisations.
●Trends: recent and current eg increased
frequency of holidays, holiday home ownership,
greater flexibility (of booking, of products), more
independent travellers, greater opportunity for
adventure and alternative
destinations, decline in incoming and outgoing
passenger numbers, destinations, growth and
expansion of regional airports, withdrawal of
some destinations by low-cost airlines
●Factors: recent and current eg natural disasters,
health warnings, epidemics and pandemics,
terrorism, environmental issues, cost of travel,
world recession, currency exchange rates,
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
decline in sales, technological developments,
transport developments; future eg economic
growth, increasing sales, technological
advancement, environmental concerns, risks of
effective supply chain management
●Impacts: eg transport, accommodation, tour
operations, retail and business travel; on
destinations eg decline in visitor numbers,
reduction in planned developments; on current
developments eg super aircraft, super ships,
expanded rail links, airport expansion (major and
regional), new destinations, low-cost airlines,
tour operators, accommodation providers; on the
economic stability eg UK, other countries
worldwide
Assessment
To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the
standards specified by all assessment criteria.
Learning Outcomes to be met Assessment Criteria to be coveredAssessment type Word count (approx. length)
LO1 - LO3 All Acs under LO1 - LO3 Coursework 2000 words
LO4 All ACs under LO4 Presentation 500 words
Indicative Reading list
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
Dieke, P. U., King, B. E., & Sharpley, R. A. (Eds.). (2020). Tourism in Development: Reflective Essays. CABI.
Fayos-Sola. (ed.) (2019) The Future of Tourism: Innovation and Sustainability. London. Emerald.
Stylos, N., Rahimi, R., Okumus, B., & Williams, S. (2021). Generation Z Marketing and Management in Tourism and Hospitality. London. Springer.
Tranisever, C., Pamuku, H. & Sharma, A. (2024) (Eds.) Future Tourism Trends: Tourism in a Changing World. London. Emerald
SPECIFICATION | JUNE 2024
OTHM LEVEL 5 DIPLOMA IN TOURISM AND HOSPITALITY MANAGEMENT | SPECIFICATION
A IN TOURISM AND HOSPITALITY MANAGEMENT
IMPORTANT NOTE
Whilst we make every effort to keep the information contained in programme specification up
to date, some changes to procedures, regulations, fees matter, timetables, etc may occur
during your studies. You should, therefore, recognise that this booklet serves only as a
useful guide to your learning experience.
For updated information please visit our website www.othm.org.uk.
20 credits • 100 GLH • 200 TQT