This course offers an introduction to the field of hospitality, examining its definition, cultural significance, and role as a dynamic and evolving industry. It explores key theoretical foundations such as Cognitive Appraisal Theory, Social Exchange Theory, and Expectancy-Disconfirmation Theory, which help explain customer perceptions and service interactions. Emphasis is placed on customer care, communication skills, and the service marketing triangle to build strong service relationships. The course also addresses critical aspects of guest complaint handling, service recovery strategies, and cultural intelligence, with particular attention to managing diversity in hospitality settings. Legal, ethical issues and service performance measurement are also discussed to equip students with the tools to ensure high-quality service delivery.
- Teacher: Ananie NSENGUMUREMYI