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)
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