Managing Guest Experience_Quản trị trải nghiệm khách hàng

In order to remain competitive, hospitality organizations of today, in particularly highend hotels are very much focused on the “guest experience”. They are under high pressure to deliver high service standards as today’s consumers are looking for more value for their money. This course covers the topic of managing hospitality organizations by using academic studies and real life experiences from companies and is written in three sections: Strategy, Staffing and Systems. Each chapter includes at suggested hospitality activities for students, in which students are encourages to visit local organizations to talk with guests, employees and managers to obtain a variety of perspectives on the guest experience.