HRM211 — Outdoor Hospitality Customer Service and Satisfaction Management
Lecture: 3 Lab: 0 This course develops the knowledge and skills to design, deliver, and continuously improve customer service in outdoor hospitality settings such as campgrounds and RV parks. Emphasis is placed on professional communication, conflict prevention and resolution, guest relationship management (GRM/CRM), service recovery, experience design across the guest journey, and satisfaction measurement (CSAT, NPS, online reputation). Students practice de‑escalation, empathetic listening, policy‑based decision making, and data‑informed improvements to elevate loyalty, reviews, and revenue while balancing safety, sustainability, and equity. Course