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Sep 17, 2024
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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 110 or ENG 113 ; and HMD 101 and HMD 120 both with a grade of C- or higher Corequisite: None Graded: Letter Grade
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