GAM 210 - Casino Customer Service

Credits: 3

Description
Fundamentals of the theory, practice and management of guest service and how it impacts the success of a casino organization with an emphasis on service strategies, staffing issues, and service systems. Topics include the dynamics of guest satisfaction, service quality and value, planning and analysis, the service environment, training and motivation, establishment of a total service culture, guest co-production, communications, service failure recover techniques, delivery systems, and measurement of service results.

Student Learning Outcomes

Assess the factors that contribute to failures in an organization’s customer service strategy.
Formulate customer service recovery techniques to exceed customer expectations.
Create implementation strategies for a successful customer service culture.
Evaluate the success of the customer service strategy.

Prerequisite: None