Tourism Service Management

Descrizione In this course, we explore how successful organizations in tourism and hospitality deliver sustainable high quality services while using resources efficiently. Service excellence is sustained when value is created for owners, employees, and customers. We will analyze companies such as "Starbucks", "Ritz Carlton", "Southwest Airlines", "Benihana of Tokyo", etc. We will discuss issues such as designing service models, managing customers, managing employees, managing service transformation. You will develop skills including process mapping, improving work processes through IT, analyzing wait time, and choosing between customization versus standardization of work processes. This course will be mainly based on a series of Harvard Business cases provided by the instructor.