An elective course in the Spa and Hospitality Management Certificate Program.
Course closed to new registrations:
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Learn various techniques for effectively and successfully dealing with customers. Find out how to engage with customers and understand their needs and desires. This course also focuses on the key customer service success factors necessary for capturing and retaining a profitable customer base and outperforming the competition. Customer intensive, the spa industry merges the service economy with the experience economy in new service models designed to constantly exceed customer expectations. Topics include: definition of quality customer service, cost of service and its link to profit, secrets of best service providers, communication strategies, conflict resolution and crisis management.
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Christoph Hilscher has an extensive background in international hotel operations and human resources and is currently Director of People at the Pendry Hotel in San Diego, CA. The experience he gained over the years in the hospitality service industry and banking industry, especially his 14 years with Ritz-Carlton in the US and Germany, helped him to get an excellent inside view of the needs and demands of internal and external customers. As an HR professional, Christoph challenges the status quo to bring the associate experience to the next level. With a focus on talent acquisition and associate engagement, he partners with the hotel leadership team to make his hotel an employer of choice. Christoph studied Human Resources at Western Governors University (WGU) and has a B.Sc. in Business – Human Resources Management and a M.S. – Management and Leadership from WGU. He obtained various Leadership Facilitator Certifications from FranklinCovey to include Speed of Trust, 4 Disciplines of Execution, 6 Critical Practices for Leading a Team, 5 Choices to Extraordinary Productivity, and Unconscious Bias.
Textbooks for your course may be purchased from any vendor or bookseller of your choice.
Book - ISBN: 9780135063972
Timm, 5 ed, Pearson Higher Education
|Event||Date||Day||Start Time||End Time||Location||Room
|START||04/10/2017||Monday||---||---||Online (Access Begins)||---
|END||05/14/2017||Sunday||---||---||Online (Access Ends)||---