FSVC 128 - Customer Relations for the Hospitality Industry

3 Credits: (3 lecture)

Course Description
Exceptional customer relations are paramount for success in the foodservice, lodging, and tourism industries. This course is designed to provide students with the basic principles involved in delivering superior guest services. Selected topics include proper service techniques for foodservice establishments, dealing with front desk concerns in lodging, and managing dissatisfied customers within the hospitality environment.

Text
Ford, R. S. & Heaton, C. P. (2000). Managing the guest experience in hospitality.  Boston, MA: Cengage. 

Objectives
The student will be able to: 

A. Discuss how to create a comfortable, exciting, and rewarding life experience for the hospitality customer.  

B. Apply customer-centric principles to the hospitality industry. 

C. Identify methods used by hospitality organizations to train and develop their employees. 

D. Explain how hospitality organizations enhance guest services by empowering employees. 

E. Demonstrate proper wait service for foodservice establishments. 

F. Discuss how technological advances are creating new opportunities for hospitality enterprises to connect with their customers. 

G. Recognize the challenges of customer diversity in the hospitality industry. 

H. Demonstrate effective problem-solving techniques when encountering difficult customers.

Content
A. Engineering the total customer experience 

B. The art of welcoming the guest 

C. Staffing and training for service 

D. The hospitality organization as an information system 

E. Delivering service to hospitality customers 

F. Dealing with service failures 

G. Service excellence

Student Evaluation
Evaluation will be based on quizzes, assignments, application interactive exercises, class discussions, and a final.