GMT 1123 - Casino Customer Service

Credit(s): 3

Fundamentals of the theory, practice, and management of guest service and how it impacts the success of a casino organization with an emphasis on service strategies, staffing issues and service systems. Topics include the dynamics of guest satisfaction, service quality, value, planning and analysis, the service environment, training and motivation, establishment of a total service culture, guest co-production, communications, service failure recovery techniques, delivery systems and measurement of service results. (3,3,0)