Course

Course Summary
Credit Type:
Course
ACE ID:
WALT-0004
Organization:
Walt Disney Co.
Location:
Classroom-based
Length:
11 weeks (44 hours)
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Upper-Division Baccalaureate 3 Hospitality Management, Hotel and Restaurant Management, Management or Business Administration
Description

Objective:

The course objective is to explore the concept of competitive advantage in the hospitality industry and how this competitive advantage is enhanced through the people within the organization, shared values, and knowledge.

Learning Outcomes:

  • Recognize the role of sales, product knowledge, and market segmentation in the hospitality industry
  • Explain how a corporation sustains a total commitment to quality improvement and its impact on guest service
  • Understand the importance of differing roles in the overall guest experience
  • Recognize and utilize the tools and techniques needed to provide excellent guest service
  • Understand how to handle difficult guest situations
  • Utilize productivity initiatives to improve business results

General Topics:

  • Competitive advantage
  • Commitment to quality improvement
  • Tools and techniques needed to provide excellent guest service
  • Impact of brand and legacy to guest service
  • Guest service in the retail industry
  • Exceptional food and beverage service
  • Resort guest service
  • Complex guest situations
  • Productivity initiatives
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Classroom Exercise
  • Discussion
  • Lectures
Supplemental Materials