HRM 136 — Front Office Management
This course focuses on the application of hospitality service principles related to customer service including planning, organization, implementation and management of service systems and staff. Through case studies, students experience communication, problem solving, and decision-making as related to the effective management of the front office. The course also stresses customer-centered concepts in the areas of hiring, training, and motivating employees. Students participate in the International Customer Service Association’s CS certification program.