The course places students within an active hospitality operation and provides them with hands-on experiences designed to expose them to multiple facets of the business. Starting with the guest perspective, students will explore a luxury resort through the eyes of a consumer, understanding critical guest needs, recognizing where areas of disconnect and friction lie, and interpreting guest experience expectations through marketing and promotional materials. Students will then transition to the employee perspective, gaining insight into the effort and skill it takes “behind the scenes” to create the ideal guest experience, the numerous roles that support the delivery of that experience, and the complexity of bringing all the unique parts together as a whole.
Course Code: HM 301