COVID-19 updates and winter semester information.
This course provides students with an in-depth appreciation of exemplary service and a realization that service excellence is fundamental in all aspects of business. Emphasis is placed on the interpersonal skills required to develop rapport with diverse guests and how to contribute effectively as part of a guest service team. Through use of case studies, role-playing and activities students learn to manage service to meet and exceed guests' needs. Students develop service policies and standards for a variety of environments, determine guest satisfaction levels, and respond appropriately to guest dissatisfaction.