HOSPITALITY & SERVICE EXCELLENT (2 credits)

Learning Outcomes:

On successful completion of this course, student will be able to: interpret the importance of hospitality and service excellence for the guest experience; demonstrate techniques, skills and knowledge of service excellence to improve company image in service industry; use service excellence, service quality and service delivery method to gain customer satisfaction in hospitality industry..

Topics:

1. Hospitality service strategy
2. Guest expectation plan
3. Guest experience scene
4. Developing hospitality culture
5. Developing hospitality culture
6. Training and developing employees
7. The exceptional service
8. Co-creation of value
9. The service delivery system
10. The service delivery system
11. Managing service delivery
12. Managing service delivery
13. Service excellent