Hospitality Service Principles (up to 35 Hours):
Recommended Prerequisite: Computer Basic & Word Basic
This course is designed to explore, challenge, and refine the principles of guest-services management in any service organization. Hospitality service strategy, staff, and systems are discussed in depth through fourteen basic "service principals". Section I of the course covers hospitality service strategy, including: the guest knows best, meeting guest expectations through planning, setting the scene for the guest experience, and understanding the hospitality culture. Section II of the course discusses the hospitality service staff and the importance of interacting with guests, developing a training program, serving with a smile, and empowering guests to help create their own experience. Section III of the course discusses service systems, including: communicating for service, delivery of great service, fixing service problems, striving for perfection in service, and leading others to excel.
Students will read the major works on the topic and apply the concepts to their own work experiences. The course will be run as a discussion group, with students accountable for reading the assigned material prior to class and coming to class prepared to discuss the meaning and implications of the assigned readings. Students will also submit written assignments and special projects.