THM 5311: Service Management for the Tourism & Hospitality Industry

Describe the challenges presented to developing service recovery strategies. Watch Now

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

Describe what it means to be customer centric/oriented. Watch Now

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

Recognize how to motivate the workforce through enhanced emotional intelligence. Watch Now

Explain how service employees can successfully implement the service strategy Watch Now

Recognize that achieving service excellence requires an intentional organizational strategy. Watch Now

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

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

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

Recognize how measuring service quality can inform decision making. Watch Now

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