Hospitality And Service Planning And Marketing

Learning Outcomes:

On successful completion of this Course, students will be able to:  Understand essences of hospitality and service marketing and planning; Analyze current contexts of hospitality and service marketing and planning; Practice their knowledge and skills in hospitality and service marketing and planning

Topics:

1. Introduction to Hospitality Marketing

2. Pre-encounter Marketing

3. Marketing Research, understanding and segmenting customers

4. Dealing with offers (developing, locating, pricing, distributing, communicating)

5. Encounter Marketing

6. Managing the physical environment

7. Managing the service process

8. Managing customer- contact employees

9. Post-encounter marketing

10. Managing customer satisfaction

11. Relationship marketing

12. The marketing plan

13. Marketing planning and review