Goal

Develop an understanding of quality from the client’s point of view and master tools and techniques to detect and correct a situation while accounting for the context and the impacts on the organization.

Overview

This course will cover the main concepts related to quality and the client experience in hospitality establishments. The particular aspects of integrating quality management will be discussed in comparison with other industries. By experiencing actual products and services, students will learn to define objective and measurable criteria using tools in order to measure how the quality of the client experience evolves and to adopt the best strategies for the context and stakeholders involved.

Language of instruction

This course is offered in English.