Course Description
This course provides a study and analysis of service delivery systems for the hospitality industry. Particular emphasis will be on implementing a consumer driven, top-down, policy oriented, quality service program. Principles of total quality management (TQM), outcome assessment, and leadership will be integrated throughout the course.
Prerequisite(s)
HOSM 1023 - Must be completed prior to taking this course.
At the end of this course, students will be able to:
- Analyze and improve the service delivery system of a hospitality service organization.
- Recognize and take advantage of the opportunities for improvement in a service company.
- Develop a service management system that will deliver consistent service/outcome excellence.
- Learn and apply basic TQM and outcome assessment principles in the analysis of a service delivery system.
- Develop a personal service management frame of reference and style.
- Explore leadership theories/concepts and apply them to a service management environment