BUS-HM 110 Managing the Customer Experience

This course focuses on the essential principles and practices of managing the
customer experience in the hospitality industry. Students will explore strategies for
enhancing customer satisfaction, loyalty, and engagement through effective service
delivery, communication, and relationship management. Key topics include
customer journey mapping, service design, feedback mechanisms, and the role of
technology in shaping customer experiences. Through case studies, role-playing
exercises, and practical applications, students will develop the skills needed to
create memorable and positive experiences for guests in various hospitality settings.