HOS 185 Managing the Customer Experience

Credits: 3.00

This course is designed to provide the students with a broad perspective of customer service requirements in the hospitality industry. Students will learn how to deliver an exceptional guest experience and to act on customer requests and complaints in a service-minded manner. Topics will include anticipating guests' needs, providing proactive service, exceeding guest expectations, empowering employees, and turning challenges into opportunities. Discussions will include industry best practices as exhibited by Disney, Marriott, and other dynamic businesses and hospitality organizations. This course is subject to a course fee.

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Last Updated: 01/29/2018