Key concepts in delivering service and meeting/exceeding guest expectations in a hospitality organization. Focus will be placed on industry service standards, principles and practices necessary to manage and enhance the customer experience in the hospitality industry. Topics include customer service strategies, service recovery techniques, managing capacity and demand, overview of tools and skills to successfully manage customer interactions, and memorable guest experiences. Prerequisite: HOSP 3350 or HOSP 3351, and MARK 3321.