Curriculum
Service Quality Design & Management
Introduction to Service Quality Design & Management
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The Basics of Wow! The Guest Knows Best
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Meeting Guest Expectations through Planning
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Setting the Scene for the Guest Experience
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Developing the Hospitality Culture: Everyone Serves!
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Staffing for Service
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Training and Developing Employees to Serve
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Serving with a Smile: Motivating Exceptional Service
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Involving the Guest: The Co-Creation of Value
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Communicating for Service
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Planning the Service Delivery System
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Waiting for Service
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Measuring and Managing Service Delivery
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Fixing Service Failures
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Service Excellence: Leading the Way to Wow!
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Video lesson
A Wow Example!
Hospitality Principle: Provide the service quality and value that guests expect.