HOSP 2010 - Hospitality Customer Experience

Institution:

Utah Tech University

Subject:

Description:

This course focuses on exploring various elements that shape the hospitality customer experience, and standards and procedures for provision of excellent customer experience across various hospitality organizations. ***COURSE LEARNING OUTCOMES (CLOs) *** At the conclusion of this course students will be able to: 1. Explain guest cycle, touchpoints within each stage of the cycle, and tangible and intangible elements that shape guest experience. 2. Identify quantitative and qualitative methods for assessing service quality in various hospitality operations 3. Demonstrate a comprehensive understanding of service failure and recovery tactics at different stages of the guest experience. 4. Identify the various methods through which guest feedback is collected and explain how hospitality enterprises utilize this feedback. 5. Develop a strategic plan to provide exceptional customer service and memorable guest experience. Prerequisites: HOSP 1010 (Grade C- or higher). FA

Credits:

3.00

Credit Hours:

Prerequisites:

Corequisites:

Exclusions:

Level:

Instructional Type:

Lecture

Notes:

Additional Information:

Historical Version(s):

Institution Website:

www.utahtech.edu/

Phone Number:

(435) 652-7500

Regional Accreditation:

Northwest Commission on Colleges and Universities

Calendar System:

Semester

General Education

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