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. Describe the guest cycle, key touchpoints, and factors shaping the guest experience, and create a service blueprint to manage customer interactions effectively. 2. Describe various methods for collecting guest feedback and apply both quantitative and qualitative approaches to assess service quality across diverse hospitality operations. 3. Demonstrate a comprehensive understanding of service failure and recovery tactics at different stages of the guest experience. 4. Understand the role of technology in shaping customer experience 5. Design an approach to deliver exceptional customer service that creates memorable guest experiences across diverse hospitality operations. 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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