People Innovation Excellence

HOSPITALITY & SERVICE EXCELLENT (2 credits)

Learning Outcomes:

On successful completion of this course, student will be able to: Explain the importance of hospitality and service excellence as a business value; Demonstrate the knowledge of customer service techniques in dealing with the public and the concept of customer service as a business system; Apply integrated service excellence and service recovery breakdown within hospitality industry as the heart of the business.

Topics:

  1. Hospitality Overview;
  2. Hospitality through the ages;
  3. The Nature of Hospitality Industry;
  4. Characteristics of the Hospitality Services;
  5. case study;
  6. Group Presentation and Discussion;
  7. Service Culture;
  8. The Customer Service Profession;
  9. Consumer Behaviour;
  10. Consumer Behavior In Services;
  11. Communication, Perception, Attitudes, And Personality;
  12. Listening to the Customer;
  13. Service Breakdowns and Service Recovery.

Published at : Updated

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