MPHM-800-01 Global Service Standards
Fall for 2017-2018
The very essence of hospitality is rooted in a person’s passion and desire to understand and deliver upon a guest’s needs through outstanding and refined service. Perfecting a customer’s experience, however, is not only a matter of the guests themselves, but is also grounded in the management and morale of associates. Accordingly, this course critically surveys the worlds of Service Standards and Guest Satisfaction in the hospitality industry, and examines how experiences are evaluated and graded internally and externally. Business parameters around service and success are a central topic, driving understanding of how to train, measure, and enhance areas that are often more qualitative than quantitative. As reviews and star-ratings ultimately measure revenue and branding success, students will also analyze the value of authority and peer-driven reviews as it relates to service and guest satisfaction in an attempt to determine future relevance. The execution of service can vary around the world, so this course reviews best practices globally, as well as the nuances that may occur for managers and guests regionally in the BRICS countries and the Middle East. Cases focusing on entertainment companies, airlines, and the art of culinary service and oenology further diversify the course scope.
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