BUS4028 - Service & Guest Experience Mastery Program

Course Description

Service & Guest Experience Mastery Program

Each class is 1.5 hours long and is designed to provide learners with informative material leading to a Certification of Completion, which will be awarded upon completion of all classes.

Upon completion student will gain the experience to deliver high-level, consistent service by applying psychological communication techniques and service recovery strategies within hospitality environments. Students will understand how guest perception and emotional labor behaviors influence satisfaction and loyalty while reinforcing brand standards and contributing to a guest-centered culture that drives repeat business and positive reputation.

Course Outline

1. Guest Psychology & Perceived Value 
2. Service Recovery that retains guests 
3. Emotional Labor in Hospitality 
4. Consistency Across Teams & Shifts