4 P’s of the Marketing Mix

Applying Differential Pricing

Assesing the Global Impactcs of Tourism

Assessing CQ

Aviation

Basic Analysis

Basics of Culture

Benchmarking

Beverage Fundamentals

Big Data Analytics in Tourism

BlockChain Technology for Sustainable Procurement

Budgeting Basics for Meeting and Event Professionals

Budgeting for Event Professionals Part 1

Budgeting for Event Professionals Part 2

Building a DMO Part 1

Building a DMO Part 2

Building a DMO Part 3

Building a DMO Part 4

Business Models for Tourism

Career Growth, Evaluation and “Best Practices”

Challenges of Cross-Cultural Groups

Cluster Analysis

Cluster Analysis: Concept

Commercialization of Leisure

Common Sense Revenue Optimization

Competition Strategies

Considerations for Service Recovery Strategies

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

Contract Process

Cost Benefit Analysis

CQ and Other Forms of Intelligence

CQ in Travel & Tourism

CQ, Leadership and Organizational Diversity

Creating a Culture for Service

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

Cultural Dimensions

Cultural Intelligence (CQ) Behavior

Cultural Intelligence (CQ) Intelligence for a Globalized World

Cultural Intelligence (CQ) Strategic Thinking

Cultural Intelligence and Global Teams

Cultural Intelligence and Organizational Culture

Customer Centricity

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

Customer Service Research

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

Data & Insight

Data Envelopment Analysis

Data Visualization in Tourism

Defining Conservation and Sustainable Development

Demand Determinants

Democratic National Convention

Destination Benchmarking

Destination Management- DMO Management

Destination Models

Developing CQ

Developing Emotional Intelligence to Realize a Motivated and Engaged Workforce

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

Differential Pricing

Displacement Analysis

Distribution Channels

Diversity, Inclusion, Morality, Ethics and Social Responsibility in Event Leadership

Do No Harm: Managing SFD Projects

Economic Geographies of Tourism

Economic Impact Models

Economic Impacts of Tourism

Empowering People Building Communities

Ensuring Employee Success

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

Environmental Issues

Establishing a Service Strategy

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

Ethics

Evaluating RM Metrics

Event Design-Paint the Picture

Event Evaluation

Event Planning Skill Sets

Executing Destination Marketing

Firm Structure

Food and Beverage Fundamentals

Food Fundamentals

Forecasting Demand

Forecasting Demand II

Foundations of Destination Marketing

Fundamentals of Revenue Management

Globalization 1

Globalization 2

Globalization and Localism

Globalization, Travel and Tourism

Google Drive Set Up

Google Trends and Google Analytics

Government Agencies and the Hospitality, Tourism and Events Industry

Government Policy

Guest Workers in Tourism

Hiring the Right People

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

Hospitality Business Structure

Hospitality Contracts

Hospitality Manager and the Legal Environment

Hotel Benchmarking

How The World Works

How Tourism Works

Human Capital Management

Impact Analysis

Impact of Culture on Travel and Tourism

Impact of Tourism

Individualism and Collectivism

Indulgence and Restraint

Infrastructure

Innovation Approaches for Sustainable Tourism

Introduction to Destination Management and Marketing

Introduction to mapping

Introduction to Tourism Analytics

Introduction to Tourism Economics and Policy

Inventory Management

Key Food Menu Categories

Law and Ethics in RM

Leader Cultural Intelligence

Leadership Styles

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

Learning Objectives & Program Outcomes

Legal Characteristics of Travel and Tourism

Legal Responsibilities of a Hospitality Operator

Legal Responsibilities to your Guest

Legal Responsibilities When Serving Beverages

Legal Responsibilities When Serving Food

Legally Managing Employees

Legally Selecting Employees

Leisure

Leisure Theory

Location Analysis in Tourism

Long-Term Orientation

Longwoods Travel USA Data

Managing Insurance

Managing Property in the Hospitality Industry

Managing Property in the Hospitality Industry

Managing Quality in a Complex Service Environment: Supply & Demand

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

Market Segmentation in Tourism

Market Structure

Masculinity and Femininity

Mass and Alternative Tourism

Measuring Service Quality

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

Meeting the Guest’s Expectations

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

Mental Maps and Spatial Knowledge

Modeling Tourism Demand

Motivating the Service Employee

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

Nature and Tourism

Needs Assessment

Negotiation Process

Negotiations, Contracts, and Liability

NFL Draft Transportation & Security

Nonelectronic Channels

On-Site Management

Organizational Cultural Intelligence

Other Tourism-Related Data

Patterns of Place Preference

People First: Engaging Disadvantaged Communities in SFD

Power Distance

Price Management

Pricing in Tourism

Project Management

Qualities Associated with Effective Service Leaders

Recognize the importance of a leader in ensuring service excellence. Watch Now

Registration and Housing

Relationship Between Revenue Management and Social Media

Revenue Management Performance Metrics

Risk Management for Meetings and Events

Safety and Security

Safety and Security Risk Management

Seasonality in Tourism Demand

Sentiment Analysis

Service Employees

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

Service Expectations – the Customer’s Zone of Tolerance

Recognize what informs customer expectations. Watch Now

Service Profit Chain

Describe the elements of the service profit chain framework and why it is necessary for effective service management Watch Now

Service Quality

Recognize the elements that contribute to service quality perceptions. Describe how service quality affects customer expectations. Watch Now

Service Quality Gap Analysis

Recognize where service quality can be comprised and how to minimize such impacts. Watch Now

SFD Program Design: Know your outcomes and impacts

Site and Venue Selection

Site and Venue Selection, Planning and Management

SMEs in Tourism

SMEs in Tourism

Social Control of Behavior

STAR Reports

STEM

STR Hotel Data

Strategic Pricing

Studying Culture

SubSectors of Tourism

Supply and Value Chain Management

Supply Chain Management

Sustainability

Sustainable Procurement

Sustainable Tourism – Governance and Enforcement

Taxation

The Guest Experience

Describe the integral elements of a service experience that seeks to meet/exceed guest expectations. Watch Now

The Impact of Service Failure

Recognize how and why service failures occur. Watch Now

The Link Between Satisfaction and Loyalty

Recognize the relationship between satisfaction and loyalty and how to influence it Watch Now

The Nature of Services

Recognize key definitions and concepts related to service management. Watch Now

The Service Encounter

Recognize the service encounter's role in meeting customer expectations. Watch Now

Theoretical Foundations for Effective Service Leaders

Tourism Analytics

Tourism Analytics Example

Tourism and Creative Economies

Tourism and the Experience Economy

Tourism Business Productivity

Tourism Capitol

Tourism Demand Theory

Tourism Forecasting

Tourism Planning 1

Tourism Planning 2

Tourism Public Policy and Governance

Tourism Satellite Accounts

Tourism Supply

Tourism Workforce

Tourist Flows and Spatial Behavior

Transformation of the Service Economy

Describe why service management is important in practice and theory. Watch Now

Turnkey Intelligence

Uncertainty Avoidance

Understanding Culture

Understanding Sport for Development: When is sport not sport?

Understanding Tourism Behavior Part 1

Understanding Tourism Behavior Part 2

Understanding Tourism Definitions

Using CQ to Help Manage and Work in Cuturally Diverse Groups

Using CQ To Motivate and Persist

Using Information to Glue the Guest Experience Together

Describe how to align the service with customer expectations through communication. Recognize the importance of communication to inform the service product. Watch Now

Using Online Data

Value

Visitor Management

What is Professional Event-Meeting Management— Overview of the Profession

Why Study Service Management

Describe why service management is important in practice and theory. Watch Now

Why Study Tourism?

Work and Leisure