Niagara College

Description:

In this course you will examine what makes customer service exceptional and how that service is to be delivered in an integrated hospitality service environment. The course will emphasize value-added customer service strategies to gain a competitive edge, such as use employee empowerment training. You will explore tactics for delivering superior guest service, including service facility location and capacity planning, the use of technology, understanding theories of consumer behaviour and quality assurance methods for assessing the effectiveness of a hospitality environment. You will also examine customer service policies, practices and quality assessment measures.