HOS 196 Leading the Service Experience

The focus of this course is on crafting and delivering a strategic organization-wide service philosophy that can result in an extraordinary guest experience. Students will gain an appreciation of the strategic and tactical problems associated with the complex service environment. They will learn how to assess guest needs and expectations, interpret feedback and devise integrative solutions that offer high value and high return for both customers and employees. Pre-requisite(s): None. Co-requisite(s): None. 5 quarter hours