姓 名：     Garrett A. Swansoni

职 称：     教授

所属院校：  UCF Rosen College of Hospitality Mgmt.

教师简介：

Professor Swanson is an Adjunct Professor at UCF Rosen College of Hospitality Mgmt.  He previously served as Managing Director of Marketing and Sales for Delta Air Lines where he was employed for more than 25 years, and later served as Vice President of Universal Parks and Resorts Vacations.  He started teaching part time at Rosen College 5 years ago and has been teaching there full time for just over two years now.  To date, Professor Swanson has taught up to 10 different courses here at Rosen, including: Leadership & Strategy; Marketing; Sales; Guest Service Management; Information Technology; Risk Management; Meetings Management; International Meetings Mgmt. and Trade Show Operations. He has been involved in multiple projects and research involving the local hospitality business community and has conducted multiple seminars on “The Business of Theme Parks” for visiting international student groups from both China and Latin America.

开展暑期课程：

Guest Service Management

课程介绍：

This course offers an in-depth study of the provision and management of high quality service provided within a hospitality business venue. Issues of measurement, continuous service improvement, staff member orientating and training from a guest perspective, and the ability to benchmark among hospitality competitors are discussed.

The study of making hospitality management decisions from the guest’s point of view. 

• This course explores the fundamentals behind successful service management and what it really takes for a hospitality business to design and consistently deliver a differentiating guest experience.

• It prepares students for enlightened service management consistent with industry best practices inclusive of unique and creative approaches.  

• This course also takes an integrated systemic perspective of key service management elements and processes with a customer centric focus.  

• Related course materials reveal and demonstrate the critical interdependence across operations, marketing, strategy, information technology, and organizational issues.

Course Objectives Upon completion students will be able to:

1. Recognize the value of the operations and quality management concepts and models

 2. Identify and assess guest service management issues/gaps in hospitality service related processes and use analytical approaches toward resolution and/or continuous improvement. 

3. Develop  decision‐making  skills  through  analyzing  various  case  studies  related  to operations  and  quality  management  within  the 

service  industry,  in  particular  the tourism and hospitality industries

4. Understand and apply customer centric hospitality service/guest experience strategies and management principles to typical hospitality roles, situations and organizations. 

5. Apply related performance management techniques and metrics.