HMGT 1250 - Service Management

Credit hours: 3

Course Description:
Discover how to plan for and manage the different types of food and beverage operations in a hotel, including coffee shops, gourmet dining rooms, room service, banquets, lounges, and entertainment/showrooms.

Student Learning Outcomes:
Students will be able to:

To identify differences between managing and marketing in service, particularly the hospitality industry, versus manufacturing organizations.
To identify and analyze the various components of the “services marketing mix” (three additional P’s) as well as key issues required in managing service quality.
To learn to appreciate the role of employees (and often customers) in service delivery, customer satisfaction, and service recovery.
To learn to appreciate other key issues in service businesses, such as managing supply and demand, the overlap in marketing/operations/human resource systems, and relationship management.
To build upon important workplace skills (e.g., cooperation, teamwork, meeting deadlines, report writing) through active learning activities and other classroom exercises.