HRM 210 - Managing Customer Service for the Hospitality Industry

3 Credits, 3 Contact Hours (3 lec.)

Introduction to managing customer service expectations and experiences, with strategies and tactics for managing the customer service experience in all hospitality enterprises. Emphasis on customer satisfaction, customer retention, company profitability, and differing customer service approaches analyzed and evaluated. Topics include: exceptional customer service, communication with the internal customer, handling guest complaints, and managing customer relations. Also includes: how to create a positive customer service climate that harnesses the natural talents of service professionals; guidance on the hiring, training, supporting, retention, and empowerment of service professionals.

Prerequisite(s): HRM 100