HADM 3800 - Hospitality Quality Management

3 Credit Hours
Prerequisites: None.
Requirements: Must meet RCB upper division course requirements and 45 semester hours.

Description
An examination of the issues and strategies of hospitality service where service is defined as, “a useful activity that does not produce a tangible product” but produces results for customers and, in come cases, actually changes customers; The concept of service and linkages to the functional areas of marketing, operations and human resources of hospitality businesses will be discussed. Different strategies for planning and implementing effective customer service will be covered including Six Sigma and utilizing Malcolm Baldrige Quality for Excellence criteria in a variety of hospitality settings including hotels, restaurants, foodservice operations, convention/meeting facilities, venues and clubs.