Quality Service Management

This course focuses on the principles and practices required to deliver exceptional service quality in the hospitality and tourism industries. The course covers key topics such as customer service excellence, service quality frameworks, managing customer expectations, handling complaints, and continuous improvement strategies. Students will learn how to design, implement, and manage service delivery systems that enhance guest satisfaction and loyalty. The course emphasizes the importance of service culture, staff training, and quality assurance in maintaining high standards of customer service in competitive hospitality environments.

Upon successful completion of this course, students will be able to:

• Understanding Service Quality in Hospitality: Students will gain a comprehensive understanding of the concepts and frameworks related to service quality management, including the key factors that influence customer perceptions of service excellence in hospitality settings.
• Managing Customer Expectations and Satisfaction: Learn strategies to effectively manage customer expectations and ensure satisfaction, including anticipating guest needs, delivering personalized services, and exceeding service standards.
• Implementing Continuous Improvement in Service Delivery: Gain proficiency in applying continuous improvement techniques, such as feedback mechanisms, quality assurance programs, and service audits, to maintain and enhance service quality over time.
• Handling Customer Complaints and Service Recovery: Develop skills in handling customer complaints professionally and efficiently, with a focus on service recovery techniques that turn negative experiences into positive outcomes and strengthen customer loyalty.

These outcomes aim to prepare students for roles in service management within the hospitality and tourism industries, equipping them with the knowledge and skills to deliver and maintain high levels of service quality that foster customer satisfaction and long-term business success.