HFT 2245 Guest Service Management

This course provides strategies and tactics for managing service expectations and experiences. Delivering consistent, quality service requires the training and retraining of employees about the role of service professionals in the design, staffing, marketing, and management of the service system. Students learn how to create a favorable guest service climate that harnesses the natural talents of service professionals. This course offers unique and useful guidance on the hiring, training, supporting, retention, and empowerment of service professionals.

3 credits