The Customer Service Experience

Catalog description

This upper-level guest service management course is designed to familiarize students with principles of leading change, process improvement methodologies and how they affect organizations, and employees within hospitality organizations. Focusing exclusively on the unique challenges of Academic Year 2025 - 2026 Catalog 2025 - 2026 Page 164 the intangible service delivery requirements of the hospitality industry, this course incorporates Six Sigma and Lean methodologies. Emphasis is on root cause identification, problem-solving techniques, process effectiveness measurements in the service environment, means of exceeding customer expectations, and decision-making skills using relevant analytical tools.