HRTM 7716 (Service Management) is a supporting 3-credit course in the Master of Hospitality Management Studies (MHMS) program. HRTM 7716 is currently available to MHMS students as either: (1) a traditional in-class course or (2) a Field Course.

All MHMS students who matriculate prior to Spring 2025 must declare which format of HRTM 7716 they wish to take at the conclusion of their first semester in the MHMS program. An information session will be held on campus for Fall 2024 students in late October 2024.

For students starting the MHMS program in Spring 2025 and beyond, HRTM 7716 will only be offered in the Field Course format. All students who start in Spring 2025 and beyond will be required to participate in the Field Course format of HRTM 7716.

The field course familiarizes students with service strategies used by exemplary domestic and international service organizations, with hospitality and tourism businesses in the Okanagan Region of British Columbia as the foundational context. The course reviews theories and methods and connects them to industry best practices. The course focuses on this practical application by exploring methods for measuring customer satisfaction and total quality management applications. Learning is highly interactive and includes case students, interactive exercises, research, class discussions, and application to past and future service experiences and operation management.

This course involves four intensive in-class sessions followed by a 5-day field program throughout British Columbia, Canada led by Dr. Jarrett Bachman. An additional lab fee applies to cover travel costs. The lab fee includes all transportation, lodging, and meals for the duration of the trip.

To get a better sense of the places we visit on this Graduate Field Course and the student experience, please view  our archived October 2023 HRTM 7716 Field Course blog at


Contact Information
Dr. Jarrett Bachman, Associate Professor & Associate Director