HMD 220 - Facilitating the Hospitality Customer Experience

Credits: 3

Description
Focus the student’s acquisition of the knowledge and skills necessary to co-create and manage optimal customer experiences.

Student Learning Outcomes

Evaluate how servicescape affects internal and external customer’s reaction to a hospitality environment.
Design a customer service experience using a service blueprint or similar planning tool.
Analyze psychological/social characteristics of customer satisfaction, service delivery process, customer service encounters, service quality, and service recovery.
Develop processes and plans for guests with disabilities.

Prerequisite: ENG 100 or ENG 101 or ENG 113 ; and HMD 101 and HMD 120 both with a grade of C- or higher