This course offers an in-depth study of the provision and management of high quality service provided within a hospitality business venue. Issues of measurement, continuous service improvement, staff member orientating and training from a guest perspective, and the ability to benchmark among hospitality competitors are discussed.
The study of making hospitality management decisions from the guest’s point of view.
• This course explores the fundamentals behind successful service management and what it really takes for a hospitality business to design and consistently deliver a differentiating guest experience.
• It prepares students for enlightened service management consistent with industry best
practices inclusive of unique and creative approaches.
• This course also takes an integrated systemic perspective of key service management
elements and processes with a customer centric focus.
• Related course materials reveal and demonstrate the critical interdependence across
operations, marketing, strategy, information technology, and organizational issues.
Course Objectives
Upon completion students will be able to:
1. Understand and apply customer centric hospitality service/guest experience strategies and management principles to typical hospitality roles, situations and organizations.
2. Identify and assess guest service management issues/gaps in hospitality service related processes and use analytical approaches toward resolution and/or continuous improvement.
3. Apply related performance management techniques and metrics.
