HOSP 45003 — Hospitality Experience Management & Service Culture
This course explores the principles of exceptional hospitality service, emphasizing strategies for conflict resolution, service recovery, and creating a guest-centric service culture. Students will examine how employee engagement, communication skills, and management influence the overall guest experience. The course covers proactive problem-solving, de-escalation techniques, and effective recovery strategies that turn service failures into opportunities for brand loyalty. Special attention is given to fostering a positive workplace culture, empowering employees to handle challenges, and developing policies that enhance both guest satisfaction and operational success in hospitality settings. Prerequisite: HOSP 16003 , HOSP 36503 , HOSP 35203 , and HOSP majors only. (Typically offered: Spring)
Prerequisites: HOSP 16003, HOSP 36503, HOSP 35203