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Canyon College

online Club Management course at Canyon College

COURSE SYLLABUS: Management of Guest Activities


Course Title:
Department:
Instructor:
Home Telephone:
Availability:		 HT452 - Management of Guest Activities
Hospitality and Tourism
Samuel Wilder, Ph.D., M.Ed.E-Mail - Vitae
(404) 606-1997
Evenings 6p.m.-9p.m EST
Sat/Sun 8a.m.-10a.m.or 5p.m.-9p.m. EST


REQUIRED TEXTS - Online Bookstore

Robert C. Ford and Cherrill P. Heaton (2000). Managing the Guest Experience in Hospitality. ISBN #: 0766814157

GENERAL COURSE DESCRIPTION

This course is focused on how to manage an organization in such a way that the guest expectations are met or exceeded. During the course, students will learn how to provide the service quality and value that guests expect, define and build a total service culture, empower guests to help create their own experience, find and hire people who love to serve, and lead others to excel. Students will also explore career opportunities available in this field and emerging trends for the future.

COURSE OBJECTIVES:

Upon successful completion of the course, the student will be able to:
  1. Understand the role, characteristics and importance of the guest experience.
  2. Apply effective strategies focus on guest satisfaction.
  3. Identify the groundwork for quality customer service and value.
  4. Recognize customer needs and motives as they pertain to guest experience.
  5. Define and build a total service culture.
  6. Learn how to manage the guest wait.
TIME FRAME FOR THIS COURSE IS EIGHT (8) WEEKS

METHOD OF INSTRUCTION

HT 452 is a partially self-paced distance learning course offered through Canyon College. At the beginning of the course, each student is required to submit to the instructor via e-mail a short biography which includes the following information: ACADEMIC HONESTY

Academic honesty is highly valued. A student must always submit work that represents his or her original words or ideas. If any words or ideas are used that do not represent the student’s original words or ideas, the student must cite all relevant sources. The student should also make clear the extent to which such sources were used. Words or ideas that require citations include, but are not limited to, all hardcopy or electronic publications, whether copyrighted or not, all verbal or visual communication when the content of such communication clearly originates from an identifiable source.

GRADING FORMULA

The course grading criteria is as follows:

Weekly Assignments
Mid-Term
Final Exam 		35 points
25 points
40 points


100-90
89-80
79-70
69-60
Below 60 		A
B
C
D
F


COURSE ASSIGNMENTS At the undergraduate level, students are expected to have an advanced writing style. All written assignments must be typed on a computer in an organized format of your choice as long as it is appropriate for the information being presented. Answers to review questions and case studies should usually consist of several meaningful sentences that relates to the questions. Once each assignment is completed, please submit to my e-mail address icusaj@yahoo.com

LATE ASSIGNMENTS

Weekly assignments are due by midnight YOUR time zone by the end of each week. All other assignments (midterm and final exam) are due by midnight your time zone on their respective due dates. I reserve the right to deduct 5 points per day, for each day an assignment is late.

Week One Week Two Week Three Week Four Week Five Week Six Week Seven Week Eight