Cust Serv Excell Hospitality

Catalog description

This course explores the dynamics of customer experience and need for service excellence as a competitive differentiator in the hospitality industry with a focus on lodging/hotel operations, and accompanying food and beverage operations. The course is designed to explore and evaluate customer service strategies, systems, and approaches that create service excellence resulting in high customer evaluation, retention, and loyalty. Students will examine the best practices to build a service-minded workforce to establish a culture of service excellence that raises the standard of service for an organization, business unit, division, or team.