Faculty-led Inquiry into Reflective and Scholarly Teaching (FIRST)


Date of this Version


Document Type



Ammachathram, Ajai. "HRTM 374 Guest Services Management – A Peer Review of Teaching Project Benchmark Portfolio" (2019). UNL Faculty Portfolios, 143. https://digitalcommons.unl.edu/prtunl/143/


The purpose of this portfolio was to purposefully introduce and evaluate activities that are aimed at improving student learning and performance in HRTM 374 – Guest Services Management, a lecture-based 300-level course. Activities were designed to improve class preparation and ascertain student learning beyond exams. Objective 1: to assist students to identify the many ways that hospitality and tourism organizations can inspire positive guest service interactions, objective 2: To explain the various types of management principles that can encourage positive guest service interaction by employees and help understand brand loyalty that could also lead to positive guest experiences, objective 3: to understand the global perspectives of guest service practices in various countries in the lodging and restaurant industries, objective 4: to propose changes and enhancements to this course based on knowledge gleaned through the Peer Review of Teaching portfolio process. Overall, The Peer Review of Teaching portfolio process of reflecting and documenting my teaching was extremely helpful. The process helped me to access an important course in the HRTM curriculum through my instructional design. Using a Backwards Design approach was a very useful tool in helping me identify true course objectives, and I intend to use this approach for the development of new courses. I noticed a considerable improvement and changes between my techniques and students’ involvement in this course compared to previous years of teaching this course. This project provided me not only with the tools but also gave me the confidence to test new approaches so that ultimately more students receive a more meaningful education.