Service Excellence in the Hospitality Industry

Course Cost: $500

$35 Registration Fee + $465 Course Fee

Program Duration:

Available anytime; the recommended duration is five (5) weeks; the maximum is six (6) months.

Course Benefits:

• Self-paced learning; content available anytime, anywhere
• Badge in “Service Excellence in the Hospitality Industry” upon completion of the course
• Earn your badge in 20-30 hours of self-study time
• Practical, evidence-based solutions for the hospitality industry

Course Modules and Objectives:

Service Encounters in Hospitality Organizations

• Define service encounters and their importance in a hospitality organization
• Create a service blueprint that highlights service encounters in a hospitality organization
• Detect areas of opportunity for your hospitality organization as it relates to service encounters

Service Failures in Hospitality Organizations

• Understand the impact of service failures on a hospitality organization
• Identify the root causes of service failures within your organization
• Examine how customer failure and service recovery are linked
• Detect current topics in service failure that will become relevant for hospitality managers in the next few years

Developing an Effective Service Recovery Program for Hospitality Organizations

• Identify the reasons why an organization should create a service recovery program to address service failures in a hospitality organization
• Utilize elements of distributive, procedural, and interactional justice to explain how customers evaluate service recovery initiatives
• Obtain best practices for effective service recovery outcomesExplain the challenges and opportunities of double-deviation of service recovery programs

Essentials in Experience Management

• Examine experience management as a hospitality business strategy
• Apply a variety of experience management tools to understand guests’ experiences
• Critique experience management concepts in an industry setting

Understanding LGBTQ+ Experiences in Hospitality Environments

• Recognize the economic and social inclusion potential of the LGBTQ+ tourism segment
• Understand the challenges members of the LGBTQ+ community face while navigating the hospitality and tourism ecosystem
• Promote inclusivity by encouraging hospitality service providers to welcome and cater to the LGBTQ+ tourism segment
• Recognize current communities within the LGBTQ+ tourism segment

Transformative Service Research in the Hospitality Industry

• Highlight the importance of transformative service research and well-being in the hospitality industry
• Differentiate how macro-level factors, micro-level factors, and micro-level factors influence tourist and employee well-being
• Explain how the factors of consumer well-being (physical, mental, and social) impact behavioral outcomes