GAM 210 - Casino Customer Service

Fundamentals of the theory, practice and management of guest service and how it impacts the success of a casino organization with an emphasis on service strategies, staffing issues, and service systems. Topics include the dynamics of guest satisfaction, service quality and value, planning and analysis, the service environment, training and motivation, establishment of a total service culture, guest co-production, communications, service failure recovery techniques, delivery systems, and measurement of service results.
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Spring 2020, Fall 2019, Spring 2019, Fall 2018, Spring 2018
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