闪播福利库

This course explores the principles of exceptional hospitality service, emphasizing strategies for conflict resolution, service recovery, and creating a guest-centric service culture. Students will examine how employee engagement, communication skills, and management influence the overall guest experience. The course covers proactive problem-solving, de-escalation techniques, and effective recovery strategies that turn service failures into opportunities for brand loyalty. Special attention is given to fostering a positive workplace culture, empowering employees to handle challenges, and developing policies that enhance both guest satisfaction and operational success in hospitality settings. Prerequisite: 贬翱厂笔听16003, 贬翱厂笔听36503, 贬翱厂笔听35203, and HOSP majors only. (Typically offered: Spring)