Category: Hospitality Management

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Menu Ingredient Pricing & Unit Conversions

Menu Ingredient Pricing & Unit Conversions

Alejandro Cantagallo

Hospitality Management, Professional Studies

Food and Beverage Cost Control

Activity Description: Provide a brief description of the activity

Groups will be responsible for researching and documenting the pricing of all identified ingredients required for the term project menu, categorized by type. They will create a complete and organized list that accurately reflects purchasing specifications and applicable unit conversions.

Learning Goals: What do you aim to achieve with this activity?

Students will work in groups to research and collect pricing information for a set list of ingredients across various categories in the requisition sheet. The data gathered will be used as the standard pricing for the entire class’s term project. Additionally, students will convert the ingredient costs into consistent units of measurement for inclusion in a collective Excel worksheet.
Broadly speaking students will learn about group work, current pricing for food and beverage items and how to calculate costs related to food and beverage operations.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

This is assigned on the 5th week of the semester with a week to complete and with half of the subsequent class time to complete the work in class with guidance anc coaching from the instructor.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

Students will be divided into groups. Each group will be assigned specific categories from the requisition sheet (e.g., Dairy, Produce, Proteins, Dry Goods).

Each group will designate members to the following roles:
Ingredient Collector: Confers with all students in the class to ensure the requisition sheet includes all ingredients needed for their term project recipes. Ensures no required ingredient is missing from the sheet.
Verifier: Confirms the accuracy of the ingredients listed. Checks the pricing data collected for consistency and reliability.
Scribe: Ensures all collected information, including pricing and unit conversions, is recorded accurately in the shared Excel worksheet.
Review the assigned category in the requisition sheet. Identify all specific ingredients you are responsible for pricing. Research current pricing for each ingredient. Use reliable sources such as: Local grocery stores (in-person or online platforms like Instacart or FreshDirect), Wholesale suppliers (e.g., Restaurant Depot, Sysco, or local distributors), CLT price list
Then document the price per unit (e.g., per pound, gallon, dozen) and ensure consistency across items.
This is a low stakes assignement that is not graded, but required because the resulting price list will be the source of truth for pricing that all students will need in order to complete their term project.

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

I will use the Quantative Literacy Value Rubric
Interpretation: The ability to explain information presented in mathematical representations.
Calculation: The ability to convert relevant information into various mathematical forms, including standardized costs.
Application and Analysis: The ability to make judgments and draw appropriate conclusions based on quantitative data.
Communication: The ability to express quantitative evidence effectively to support the purpose of the project.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

I decided to keep this assignment ungraded partly because it was my first time running it and partly because we’re still considering whether to integrate it into the department’s standard curriculum. The assignment was introduced in one class session, and in the following session, we spent half the class troubleshooting, refining, and finalizing the pricing together. This structure allowed students to get started independently, recognize potential challenges, and then work collaboratively—both in small groups and as a class—to resolve any issues. This felt like an almost magical moment, because the students took a lead in correcting their own work and encouraging each other to get the work done well.
A key takeaway from this assignment was that it also served as an introduction to using formulas in Excel. Interestingly, a few students realized they actually enjoy working with numbers, which was exciting and reaffirmed the value of incorporating this type of work into the curriculum.
Moving forward, I’d love to deepen the integration of this process into my future classes and, ideally, see it become a standard part of how this course is taught. Beyond the core learning objectives—such as group collaboration and real-world research—the ability to work with Excel is an essential skill that will benefit students in their careers.

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Please share a helpful link to a pages or post on the OpenLab

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From Pitch to Proposal

From Pitch to Proposal

Elana Effrat

Hospitality Management, City Tech

Event Management

Activity Description: Provide a brief description of the activity

This is a culminating assignment that tasks students with assuming the role of an event planner and creating a comprehensive client pitch for a hypothetical food and beverage event of their choosing. The project includes both written deliverables (pitch deck, budget, intake sheet, BEO, run of show) and a live oral presentation simulating a professional client pitch.

Learning Goals: What do you aim to achieve with this activity?

The final project is designed to reinforce the core competencies of event planning while building presentation skills, client communication, and real-world professionalism. The students had to wear multiple hats to better understand the perspectives of a business owner, venue, caterer, client, and guest. The goals include:
* Applying cumulative knowledge of venue sourcing, budgeting, vendor coordination and event design.
* Encouraging students to take ownership of their personal event style and brand identity.
* Practicing communication skills that lead to cultivating and maintaining lasting client relationships.
* Simulating professional expectations in the hospitality industry.
* Learning new platforms specific to the event industry (Prismm) and Canva.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

The final project is introduced in week three along with the first written deliverable, the client intake sheet. During each 2.5 hour lecture, at least 30 – 45 minutes of in-class time was dedicated to the individual component. This allowed for questions and demonstrations. Other in-class time included:

* The week before the final presentations, the class was dedicated to reviewing the oral communication rubrics and workshopping the final proposals.
* Two classes for final presentations.

Students were expected to spend 8 – 12 hours outside of class finalizing their deck, visuals, and written deliverables.
**I dedicated a great deal of time for review and revisions.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

This was an all-semester project with scaffolded assignments throughout. Each assignment had their own set of instructions with markers for each one. The written part of the project was an accumulation of all the components.
* Client Intake Sheet
* Pitch Deck (their event company)/Proposal Deck (the hypothetical event)
* Venue Selection
* Budget
* BEO
* Run of Show

The high-level instructions for the students were as follows:
* Create an event business persona
* Develop a client and event concept
* Complete branded, client-facing materials
* Organize internal documents needed to facilitate an event
* Present a confident, organized oral pitch to the class as if pitching a real client.

This is high-stakes assignment representing 30% of their overall grade; 10% for the written deliverables and 20% for the oral presentation.

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

Written Work:
I did not use a VALUE rubric as they were graded individually. I provided the students with a checklist of what was expected in this section that included the scaffolded assignments and requested presentation slides.

Oral Presentation:
The VALUE Oral Communication Rubric was used to assess the presentation as a whole. I provided the students with examples of what each portion of the rubric represented in their project:
Central Message- Present a clear and compelling event concept and convince the "client" why they're the right person/company to plan this event.
Delivery Technique- Make regular eye contact, use a confident posture, don't read off the slides, minimize filler words, and speak clearly with energy.
Language- Use clear, professional, and client-appropriate language. (avoid slang, filler phrases, or overused generalities)
Organization- A structured presentation with a client-friendly narrative arc: intro > vision > strategy> visuals > conclusion. Use transitional language between each section to keep the conversation moving.
Supporting Material- Visuals that match the spoken points, quotes from clients, or justification of choices using client needs, budgets, or industry trends.

Peer feedback forms are used to promote active listening and observations during the presentations.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

The students appreciated the real-world application and having the opportunity to flex their creativity. Even those that learned they did not want to become an event planner, walked away with an understanding of the field. They had to use Canva instead of PowerPoint during this course and the students who hadn't used it before, are now confident in the platform.

Challenges:
The students were overwhelmed by the scope of the work.
*Breaking it into scaffolded parts helped, but if they didn't have a concept early on, it was harder to catch up.
*Working with students to utilize Generative AI to aid in organizing their thoughts, event concepts, and business personas.
Bringing students out of their comfort zone when it came to work that wasn't right or wrong.
*Provided a feedback loop with constant revisions. No assignment had a final grade on it until the entire project was submitted.
Design tool support.
*Offering workshops to learn Canva and sharing tutorials.
Presentation anxiety was common.
*Calling on all students to talk during class time and having them present their findings throughout the semester.

What students enjoyed the most:
* Applying everything they learned in a real-world format
* The chance to build a foundation they can use to start a business or work portfolio.
* Seeing their peers' creativity.
* Receiving feedback and the opportunity to make changes on an individual and conceptual level.

What would I change:
There was a great deal of confusion surrounding the pitch to the proposal part of the project. In the future, I suggest putting more emphasis on the proposal and event planning portion. I would also set better guidelines for providing feedback as it became incredibly demanding of my time and energy.

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Here is a link to the presentation I created for the workshop before final presentations: It breaks down all the assignments for the class, the rubrics and how they will be applied to their project.
https://www.canva.com/design/DAGmsKmc_wA/ejeWiNLRNPip2WcSnOjuAw/view?utm_content=DAGmsKmc_wA&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h512a85553d

Here are some examples of the work the students presented. I am extremely proud of what they accomplished!
https://www.canva.com/design/DAGe2-VkHHw/trLgHv-H2caC4KOQDp88-g/edit

https://www.canva.com/design/DAGhu4oKgX8/C-wm1I_C4b_ryqki0Y0crA/view?utm_content=DAGhu4oKgX8&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=h651ac170c0

https://www.canva.com/design/DAGgIbm8xTU/VKmBsJqtDy7N7PC2_KoP7Q/view?utm_content=DAGgIbm8xTU&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=hab1d01f2d3#13

https://www.canva.com/design/DAGiHEGHVDs/X7qttptr2I1kPSwKBDbKnA/view?utm_content=DAGiHEGHVDs&utm_campaign=designshare&utm_medium=link2&utm_source=uniquelinks&utlId=hd4f0671ac6

Please share a helpful link to a pages or post on the OpenLab

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Career Exploration Assignment

Career Exploration Assignment

Rosa Abreu

Hospitality Management/Professional Studies

Perspective in Hospitality Management

Activity Description: Provide a brief description of the activity

As students prepare for their internship and future career, they will research employment prospects within the Hospitality and Tourism industry. The students are to write a two page essay answering specific questions, write a cover letter and provide a one page bibliography.

Learning Goals: What do you aim to achieve with this activity?

Discuss the scope of the hospitality and tourism industry.

Evaluate and apply information discerningly from a variety of sources to classify and examine food and beverage operations.

Describe and discuss the roles and responsibilities of key executives and department heads in the hospitality industry.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

This assignment is introduced in week 6 of the semester, with a dedicated 45-minute session allocated for questions and answers.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

This term project is high stake, as students are reintroduced to APA style guidelines and instructed on how to create a one page bibliography.

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

I utilized the AAC&U Information Literacy rubric for assessment purposes only. I don't use the rubric for grading students' work.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

This activity proved to be highly effective in my classroom. As part of the project, students delivered a three-minute presentation about their chosen career paths. This not only allowed them to showcase their own goals but also provided their classmates with valuable insights into various careers within the industry.

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Please share a helpful link to a pages or post on the OpenLab

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Chef Report Self Assessment

Chef Report Self Assessment

Jessie Riley

HMGT

Culinary 1

Activity Description: Provide a brief description of the activity

In Culinary 1 each week students are assigned different positions in the kitchen and complete a chef report the week after they have served as chef. This was a disposable assignment. I created as self assessment rubric and discussed the assignment with students each week. We discussed evaluating ones own work to back and forward.

Learning Goals: What do you aim to achieve with this activity?

To provide the students a safe environment to evaluate their performance over the 15 weeks of the semester.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

It was described the first day and each week we would discuss the prior lesson and the up-coming lesson. In the class we devoted 15 minutes and outside of class it could take the students 20-40 minutes. to complete

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

I started to use open lab but had some difficulty so moved the assignment to Blackboard. It is a low stakes activity

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

I modified an assessment rubric and provided students with a hard copy and a soft copy

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

Yes, as this was the first time I believe it can be improved and I have discussed with the chair about having other instructors incorporate the assignment. The chef report is completed by students in 3 other courses so there is an opportunity to incorporate it into the student's portfolio

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

I will attach an excel work book and student assignments and the rubric in an email

Please share a helpful link to a pages or post on the OpenLab

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Setting the Table Across Cultures: A Scaffold Approach to Intercultural Knowledge & Competence

Setting the Table Across Cultures: A Scaffold Approach to Intercultural Knowledge & Competence

Dolores C. Urena

Hospitality Management / School of Professional Studies

HMGT 2305 / Dining Room Operations (Lab)

Activity Description: Provide a brief description of the activity

In this three-part assignment, students identify, explain, and demonstrate the differences and similarities involved in the provision of dining experiences across different cultures in comparison to the specification of fine dining service as practiced in the dining room laboratory at City Tech.
Part I: OpenLab (Week 3 of the semester)
• Students individually post a picture of a tabletop setting different than the one learned in class.
• Students are required to post with the picture a short description of why the setting (silverware, china, glassware, table, etc) is different or similar to the one practice in dining room laboratory.
• Each student is required to comment on two other posts-more are welcome.
Part II: Collaborative Research Paper/ Self Reflection (After an in-class discussion on OpenLab postings, the instructor assigns groups on Week 4 of the semester)
• Students will be placed into groups of three to conduct research on the significance of the tabletop setting, and dining and service etiquette they have selected.
• Individually students are required to write a personal reflection paper.
• The instructor will provide prompt questions and instructions to assist students with the research and reflection papers.
Part III: Final Group Project / Presentation (Week 14 of the semester)
• Each group will submit a two-page research paper.
• Each group will explain and illustrate in class the tabletop setting they have selected.
• Individually students will submit a one-page personal reflection paper.

Learning Goals: What do you aim to achieve with this activity?

The purpose of this assignment is for students to interact and build a consensus that supports knowledge of an expanded cultural worldview. The assignment scaffold approach will help students assimilate the awareness, sensitivity, and proficiencies needed to succeed in the multicultural industry of hospitality. To do well in their chosen field, they will need the ability to interact, adapt and build relationships effectively across cultures.
Learning Goals associated with:
• Global / Multicultural Orientation
• Lifelong Learning
• Communication
• Information Literacies
• Professional / Personal Development

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

The instructor distributes the three-part assignment on the first day of class.
Part I – Week 3 of the semester:
• Out of class time is expected to obtain, and post picture/comments on OpenLab.
Part II – Week 7 of the semester:
• An in-class two-hour workshop at City Tech Library.
• Additional out-of-class time is expected to conduct research before and after the workshop.
Part III – Week 14 of the semester:
• An in-class five to ten minutes presentation.
• Additional out-of-class time is expected to write assignments.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

Part I – Knowledge of OpenLab:
• The instructor will instruct students on how to use OpenLab.
Part II – Visit to City Tech Library
• The instructor will give instructions to the students on how and what to research and reflective questions to contemplate will be provided.
Part III – Review Expectations:
• Preparation for final group presentation will be discussed in class.
• The instructor will provide students with the appropriate guidelines and rubrics to complete assignments.
The semester-length three-part assignment is medium-to-high stakes-15% of the final grade.

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

The assignment will be assessed using the Intercultural Knowledge and Competence Value Rubric, as well as an additional rubric evaluating the quality of the presentation and teamwork.
Written assignments will be graded using an appropriate writing intensive course rubric.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

This information is not available yet. The activity has not been implemented.

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Please share a helpful link to a pages or post on the OpenLab

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Final Hotel Design Project

Final Hotel Design Project

Harry Shapiro

Hospitality Management

Services Marketing & Management

Activity Description: Provide a brief description of the activity

Students create a blog post that contains the conceptual design of a hotel that has a specific place-based location. They will design services for their hotel along with a service delivery system (Heskett, 1994), and elements of a servicescape (Bitner, 1992). They will also explore how information about this hotel will be brought to market; they must contemplate how they will create marketing messages for the hotel. They will use the hotel to explore the interdependencies between services management and marketing. Students will be given an example outline, and an example of a completed assignment.

This is the fifth of five related assignments and it will be used by the students as the input to a final summative exam.

Learning Goals: What do you aim to achieve with this activity?

Students will create a blog post. Critical Reasoning about Ethics will play a major role in crafting this post; such thinking will help students understand and balance the diverse needs of guests, staff and management.

However, there are additional and overlapping goals and objectives including place based learning, and storytelling. This activity will use a peer reviewed critical thinking (around Ethical issues) rubric to help the students understand the complex balance that must be achieved in consideration of the needs of the staff, the customers, the managers, and the owners when designing, managing, and marketing a service.

Ultimately they should be able to demonstrate that if staff are not properly treated, the guests will not be treated well and they will have a hard time marketing their property; inversely when they go above in beyond in caring for staff, not only will it help improve guest experiences it will help the hotel "market itself." They will also make it clear how the Servicescape of the hotel plays a role in the treatment of guests and staff, but also in how the hotel is able to "auto-magically create its own marketing."

Services management is often an futile attempt to brindle, constrain, and restrict the activities of staff while demanding impeccable service delivery — Heskett (1994) turns this on it's head by making it clear that management must first create an impeccable workspace for the staff (the Service Profit Chain) if they wish to have an effective and impeccable service delivery system. Bitner (1992) makes it clear that the space in which the service is delivered also plays a key role in the service delivery. Bitner's work pre-dates the Instagram Selfie, the smartphone, and the selfie stick — yet a property with an excellent servicescape will generate its own inbound marketing (Shah, & Halligan, 2005).

The final summative assessment for the course will ask students to draw from this assignment; this assignment is asking them to create their own Services Management and Marketing "crayon box" and during their final exam use it to draw-out the learning they have synthesized during the course.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

Very little time is to be spent in class on this phase of the assignment. Classroom time will include a discussion of the assignment during week 10, a review of the assignment week 11, and during week 12 a showcase covering how the assignment will be used during the exam week. During week 14 the students will peer review each other's assignments using several rubrics. During week 15 the students will use a print-out of their post as part of their final exam.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

The prior assignments should help students prepare for this assignment.

Prior Blogging Assignments
* Design a Dish
* Design a Signature Dish
* Design a Hotel (Group Assignment)
* Design a Customer Relationship Management Process (group)
* Design a Hotel (Individual Assignment) ← This assignment

The instructions are found here:
https://openlab.citytech.cuny.edu/service-product-design/2018/04/15/example-individual-hotel-concept/

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

Students will peer review with several rubrics including the Ethical Reasoning Value Rubric. The instructors assessment using the Ethical Reasoning Value Rubric will also be submitted to the school.

Since this activity is a precursor to the final and summative assessment for the course, the assignment will be "graded" during this assessment. The course is a writing intensive course.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

I have completed parts 1 – 4 (see below); it has worked effectively. Students have demonstrably been able synthesize the learning outcomes from the course into real world examples. A challenge to this specific was the negative reaction to the detailed nature of the assignment. This negative reaction was discussed openly and compassionately; I presented a counter narrative discussing how since this was part of the final exam, they were better off with an assignment that gives them five weeks to complete it vs. having to craft it only within the time allowed during an exam. Most students accepted the "open book" and "take-home" nature of the assignment. Prior assignments included

* Design a Dish
* Design a Signature Dish
* Design a Hotel (Group Assignment)
* Design a Customer Relationship Management Process (group)

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Please share a helpful link to a pages or post on the OpenLab

https://openlab.citytech.cuny.edu/service-product-design/category/one/

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Designing New Services

Designing New Services

Harry Shapiro

Hospitality

Services Marketing & Management

Activity Description: Provide a brief description of the activity

Students working in groups are requested to design a new hotel with the business or economic goal of service a specific class of customers. For example: high school students on a class trip, teams from start-ups that are traveling together for business, groups of millenial age friends who are traveling together, LGBTQ travels, folks who have any disability covered by ADA who are traveling for business or pleasure.

Specifically the students are to create several services within the hotel that are designed to appeal to the travel, describe a Servicescape for those services to "live within," and use the Service Profit Chain (SPC) to create rewards, tools and other innovations to find, hire, and create an awesome team of staff and managers.

Learning Goals: What do you aim to achieve with this activity?

The objective is for students to use critical thinking and pull-in much of what they know about hospitality to design amazing servicescapes that can support amazing new and innovative services and use the tools offered within the SPC to insure that those services are delivered effectively and efficiently.

Timing: At what point in the lesson or semester do you use this activity? How much classroom time do you devote to it? How much out-of-class time is expected?

Throughout including the first few weeks, after the mid-term, and again towards the end of the course. In case students will have 20-30 minutes in groups. The groups are based on the normal table seating. However, diff. exercises will mix and match the students so they can interact and engage with the entire class through the exercise.

Logistics: What preparation is needed for this activity? What instructions do you give students? Is the activity low-stakes, high-stakes, or something else?

Students should be current on reading. There is both instructor assigned reading and self assigned materials.

Assessment: How do you assess this activity? What assessment measures do you use? Do you use a VALUE rubric? If not, how did you develop your rubric? Is your course part of the college-wide general education assessment initiative?

The goal is to refine this over the course of the term. There are several initial assessments verbally in class as well as peer assessments.

The core exercise is going to be a critical part of the final exam which will offer a summative assessment assessment: have students learned how servicescapes and the SCP work together? Have students learned how the design of a new service impacts staff & customers. How students learned how to design innovative management and reward structures to support their innovative new services.

Reflection: How well did this activity work in your classroom? Would you repeat it? Why or why not? What challenges did you encounter, and how did you address them? What, if anything, would you change? What did students seem to enjoy about the activity?

It is going well. This is the firs term

Additional Information: Please share any additional comments and further documentation of the activity – e.g. assignment instructions, rubrics, examples of student work, etc. These can be links to pages or posts on the OpenLab.

Please see the examples from class.

Please share a helpful link to a pages or post on the OpenLab