HMD 120 - Introduction to the Hospitality Customer Experience

Credits: 3

Description
Explore the intrapersonal, interpersonal, and structural components that make up an optimal customer service experience in the global hospitality industry.

Student Learning Outcomes

Describe the touch points that create a guest experience.
Discuss the tangible and intangible factors in the services cape that impact the customer’s experience.
Define emotional intelligence and emotion-regulation strategies.
Explain how cultural difference impact the service experience.

Prerequisite: None