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HOSP400 - Quality Service Management

Course Details

Course Code: HOSP400 Course ID: 4115 Credit Hours: 3 Level: Undergraduate

The focus is on service delivery and methods for implementation and improvements within the service delivery process. Special emphasis will be placed on management and supervision techniques in service quality along with steps in critical evaluating and implementing a quality service plan within hospitality based organizations.





Prerequisites

Course Schedule

Registration Dates Course Dates Session Weeks
12/31/18 - 05/31/19 06/03/19 - 07/28/19 Spring 2019 Session D 8 Week session
02/25/19 - 08/02/19 08/05/19 - 09/29/19 Summer 2019 Session I 8 Week session
04/29/19 - 10/04/19 10/07/19 - 12/01/19 Fall 2019 Session B 8 Week session

Current Syllabi

After successfully completing this course, you will be able to:

1. From a procedural and personal perspective, apply the six steps to providing quality customer service to four distinct types of service.

2. Assess the effectiveness of a given customer service scenario, as it relates to personal service, and customer satisfaction.

3. Evaluate tools used to measure achievement of customer value expectations.

4. Differentiate the value of various techniques used to obtain customer feedback.

5. Assess the effect a top level Quality Service plan has on customer loyalty.

Reading Assignments:

The textbook and additional journals as assigned in the lessons

Forum Assignments:

Detailed forum expectations and grading rubrics are posted in the forums and in the classroom lessons.

Homework Assignments and Final Project:

There are assignments due throughout the course, and a final project due at the end of the course. Specific details for each assignment can be found in the Assignments section of your online classroom.

Quizzes:

Online quizzes may be comprised of multiple choice, short answer and true/false questions.

NameGrade %
Assignments 30.00 %
Assignment Week 1: Quality Customer Service 10.00 %
Assignment Week 3: Personal Service 10.00 %
Assignment Week 5: Customer Quality Expectations 10.00 %
Forums 30.00 %
Forum #1 3.75 %
Forum #2 3.75 %
Forum #3 3.75 %
Forum #4 3.75 %
Forum #5 3.75 %
Forum #6 3.75 %
Forum #7 3.75 %
Forum #8 3.75 %
Essay 15.00 %
Assignment Week 8: Final Gold Standard Essay 15.00 %
Quizzes 25.00 %
Quiz 1 - Week 2 6.25 %
Quiz 2 - Week 5 6.25 %
Quiz 3 - Week 6 6.25 %
Quiz 4 - Week 8 6.25 %

Textbook in APA format:

Martin, William B. Quality Service: What every hospitality manager needs to know. Upper Saddle River, NJ: Prentice Hall.

The VitalSource e-book is provided via the APUS Bookstore.

Please visit http://apus.libguides.com/bookstore for more information.

Required Readings – As assigned, see Weekly Lessons and Forum Postings

Additional Resources and Websites – See Weekly Lessons

Book Title:Quality Service : What Every Hospitality Manager Needs to Know - the VitalSource e-book is provided inside the classroom; hard copy not available from the bookstore, please try other sources.
ISBN:9781256629528
Publication Info:VS-Pearson
Author:Martin, William B.
Unit Cost:$60.45
Electronic ISBN:9781269456678
Electronic Unit Cost:$37.80

Previous Syllabi

Not current for future courses.