Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: WALT-0004 Organization: Walt Disney Co. Location: Classroom-based Length: 11 weeks (44 hours) Dates Offered: 6/1/2002 - 3/31/2014 6/1/2000 - 5/31/2002 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Upper-Division Baccalaureate 3 Hospitality Management, Hotel and Restaurant Management, Management or Business Administration Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: The course objective is to explore the concept of competitive advantage in the hospitality industry and how this competitive advantage is enhanced through the people within the organization, shared values, and knowledge. Learning Outcomes: Recognize the role of sales, product knowledge, and market segmentation in the hospitality industry Explain how a corporation sustains a total commitment to quality improvement and its impact on guest service Understand the importance of differing roles in the overall guest experience Recognize and utilize the tools and techniques needed to provide excellent guest service Understand how to handle difficult guest situations Utilize productivity initiatives to improve business results General Topics: Competitive advantage Commitment to quality improvement Tools and techniques needed to provide excellent guest service Impact of brand and legacy to guest service Guest service in the retail industry Exceptional food and beverage service Resort guest service Complex guest situations Productivity initiatives Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Case Studies Classroom Exercise Discussion Lectures Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Other offerings from Walt Disney Co. Disney College & International Program Internship (3 months) (WALT-0014) Disney College & International Program Internship (6 months) (WALT-0015) Disney College & International Program Internship (9-12 months) (WALT-0016) View All Courses Page Content