Service Quality and the Guest Experience
Designing and delivering service guests remember: service standards, the service encounter, recovery, loyalty, reviews and service culture.
HOSP-230 Year 2 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · Hospitality and Tourism
Course content
- 1Why service mattersComing
- 2The guest journeyComing
- 3Service standards and designComing
- 4Moments of truthComing
- 5Measuring service qualityComing
- 6Service failure and recoveryComing
- 7Online reviews and reputationComing
- 8Loyalty programsComing
- 9Personalization and guest dataComing
- 10Accessibility and inclusive serviceComing
- 11Building a service cultureComing
- 12Case study: turning around guest scoresComing
Requirements
Recommended background. You can start any course at any time.
Description
Designing and delivering service guests remember: service standards, the service encounter, recovery, loyalty, reviews and service culture.
Part of the Business stream, typically taken in year 2.