Building Guest Loyalty in the Hospitality Industry

Course Project Part 1: Define Your Standards of Performance

In this part of the course project, you will document the process steps, people involved, and specific performance standards to support one outcome related to guest expectations.

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* Course Project Part 2: Evaluate a Service Failure and Recovery Incident

In this part of the course project, you will evaluate a service failure and recovery incident.

* Course Project Part 3: Measure Your Guest Experience

In this part of the course project, you will develop components of an in-operation feedback system, guest satisfaction surveys, and mystery shops and explore how they can be used to measure and improve guest loyalty.

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