Principles of Service Management
Learning outcomes: importance of services in the hospitality sector, service quality, customer satisfaction, service design, and delivery. Books and materials: Included Estimated duration: 12 Hours Pricing: CAD 89.00
What You'll Learn
Module 1: Introduction to Principles of Service Management
This module develops foundations and key concepts for Principles of Service Management. Learners connect the topic to importance of services in the hospitality sector, service quality, and customer satisfaction in realistic hospitality event management situations. The main working habit in this module is that clear records and steady follow-through build professional trust.
3 lessons
Lesson 1: Understanding the Core Idea: Foundations and Key Concepts
50mImagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. Someone asks you to improve importance of services in the hospitality sector, but gives you no useful context. A weak response would repeat a definition. A professional response would first ask what result is needed, who is affected, and what evidence would show that the work is helping.
Lesson 2: Using the Idea in Practice: Foundations and Key Concepts
50mA concept only becomes useful when it survives contact with a real request. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. You have to improve importance of services in the hospitality sector with limited time, incomplete information, and a colleague waiting for a usable result.
Lesson 3: Scenario, Review, and Improvement: Foundations and Key Concepts
50mA useful skill is tested most clearly when the result is disappointing. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. The team has completed work on importance of services in the hospitality sector, but the result has not produced fewer missed handoffs and more consistent delivery.
Module 2: Processes, Tools, and Daily Workflow: Importance Of Services In The Hospitality Sector
This module develops processes, tools, and daily workflow for Principles of Service Management. Learners connect the topic to importance of services in the hospitality sector, service quality, and customer satisfaction in realistic hospitality event management situations. The main working habit in this module is that repeatable steps make quality easier to maintain.
3 lessons
Lesson 1: Understanding the Core Idea: Processes, Tools, and Daily Workflow
50mImagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. Someone asks you to improve service quality, but gives you no useful context. A weak response would repeat a definition. A professional response would first ask what result is needed, who is affected, and what evidence would show that the work is helping.
Lesson 2: Using the Idea in Practice: Processes, Tools, and Daily Workflow
50mA concept only becomes useful when it survives contact with a real request. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. You have to improve service quality with limited time, incomplete information, and a colleague waiting for a usable result.
Lesson 3: Scenario, Review, and Improvement: Processes, Tools, and Daily Workflow
50mA useful skill is tested most clearly when the result is disappointing. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. The team has completed work on service quality, but the result has not produced fewer missed handoffs and more consistent delivery.
Module 3: Communication, Service, and Quality Control
This module develops communication, service, and quality control for Principles of Service Management. Learners connect the topic to importance of services in the hospitality sector, service quality, and customer satisfaction in realistic hospitality event management situations. The main working habit in this module is that strong communication reduces rework and confusion.
3 lessons
Lesson 1: Understanding the Core Idea: Communication, Service, and Quality Control
50mImagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. Someone asks you to improve customer satisfaction, but gives you no useful context. A weak response would repeat a definition. A professional response would first ask what result is needed, who is affected, and what evidence would show that the work is helping.
Lesson 2: Using the Idea in Practice: Communication, Service, and Quality Control
50mA concept only becomes useful when it survives contact with a real request. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. You have to improve customer satisfaction with limited time, incomplete information, and a colleague waiting for a usable result.
Lesson 3: Scenario, Review, and Improvement: Communication, Service, and Quality Control
50mA useful skill is tested most clearly when the result is disappointing. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. The team has completed work on customer satisfaction, but the result has not produced fewer missed handoffs and more consistent delivery.
Module 4: Applied Practice and Performance Review
This module develops applied practice and performance review for Principles of Service Management. Learners connect the topic to importance of services in the hospitality sector, service quality, and customer satisfaction in realistic hospitality event management situations. The main working habit in this module is that reflection turns practice into long-term skill.
3 lessons
Lesson 1: Understanding the Core Idea: Applied Practice and Performance Review
50mImagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. Someone asks you to improve service design, but gives you no useful context. A weak response would repeat a definition. A professional response would first ask what result is needed, who is affected, and what evidence would show that the work is helping.
Lesson 2: Using the Idea in Practice: Applied Practice and Performance Review
50mA concept only becomes useful when it survives contact with a real request. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. You have to improve service design with limited time, incomplete information, and a colleague waiting for a usable result.
Lesson 3: Scenario, Review, and Improvement: Applied Practice and Performance Review
50mA useful skill is tested most clearly when the result is disappointing. In this lesson, imagine that you are an operations coordinator in a small service team that needs a reliable way to organise work. The team has completed work on service design, but the result has not produced fewer missed handoffs and more consistent delivery.
Enrollment
CA$89
Includes 12 lessons, learner enrollment, and access through the student account.