HOSP 045GUEST SERVICE MANAGEMENT

Catalog

Guest service competencies, the service encounter, professionalism, developing and delivering personalized experiences, and creating a service-focused product to increase operational profit and guest satisfaction in the hospitality industry. Techniques to exceed guest expectations with a focus on procedural, and often improvisational, practices to neutralize, recover from, capitalize on, and transition service failure into transformational experiences. Total of 54 hours lecture. Transfer Credit: CSU Grade Mode: L, A, P