THM 5311 | Video Vault

Describe the challenges presented to developing service recovery strategies.

Explain why it is important to establish an organizational environment that supports the service strategy.

Describe what it means to be customer centric/oriented.

Recognize how customer service research can enable data driven decision making.

Recognize how to motivate the workforce through enhanced emotional intelligence.

Explain how service employees can successfully implement the service strategy

Recognize that achieving service excellence requires an intentional organizational strategy.

Recognize the importance of, and how to attract, the best service employees.

Recognize different styles of leadership and under what conditions they are effective.

Describe the importance of, and how to manage, supply and demand for effective service outcomes.

Recognize how measuring service quality can inform decision making.

Explain the nuance of seeing the customer as a guest. Describe the central role of guest expectations in the effective management of services.

Describe why motivating employees is as important as recruitment, selection and training

Recognize the importance of a leader in ensuring service excellence.

Explain the importance of employees to service success. Recognize the challenges presented to service employees in doing their work.

THM 5311: Service Management for the Tourism & Hospitality Industry