Within this area of expertise, our students will develop skills to design and provide unique service experiences, aimed to create an emotional impact on customers.
Students will acknowledge how current trends of customer behaviour and best practices in hospitality can impact service management regardless of the industry.
They will attend lectures, talks and webinars held by international professors and advisors in Hospitality & Service Management, national and international tourism industry leaders, as well as by senior managers with expertise and experience in customer excellence in various organizations of industries such as banking, healthcare, entertainment, sports, and retailing.
This innovative integrated approach, balancing theoretical skills with a strong industry connection and hands on experience will give students the right set of tools to pursue a career in different service management business areas.
Main Goals
- To develop and manage organizations with unique customer experiences.
- To understand current trends in terms of customer behaviour and its impact on service management.
- To design human face-to-face exceptional experiences enabled by technology.
- To incorporate hospitality principles and best practices into all business areas.
- To generate and develop new ideas and services to enhance emotional customer experiences.
Mandatory Courses
- Strategy
- Finance
- Human Resources
- Marketing
- Statistics
Area of Expertise in Hospitality & Service Management
To learn how to incorporate hospitality and service management principles into business operations and how to generate and to develop new ideas and services to enhance the customer experience, these are the mandatory courses for this area:
- Introduction to Hospitality Industry
- Customer Experience & Service Excellence
- Brand Management in Hospitality.
- Hospitality Operations.
- Revenue Management.
- International Events Management.
- Marketing Analytics in Hospitality & Tourism.
- Hospitality & Service Trends.
Innovation program powered by Nova SBE Entrepreneurship HUB
The Hospitality & Service Management Area of Expertise integrates an innovation program which will guide students through an entrepreneurial journey where they can develop creativity and entrepreneurial skills, develop their own projects, and even potentially start their own businesses.
Today, and mostly in the future, leaders must deal with change, uncertainty, and constant need for innovation. Leaders need an entrepreneurial mindset, able to constantly adjust and evolve, to be creative and to find solutions for any challenge. The entrepreneurial mindset is a set of skills that enables everyone to identify and make the most of opportunities, overcome and learn from setbacks, and succeed in a variety of settings.
The entrepreneurship journey will provide the tools, the resources, and the network, to make every student an entrepreneur, every employee a change maker, every leader a visionary!
Throughout the program, students will attend 2 Bootcamps to help them focus and develop their projects, 6 Pitch sessions to practice their communication skills, and more than 20 hours of mentoring that will provide them a deep understanding on the methodologies and keep their motivation up and thriving. Each pitch challenge will be a networking event introduced by a startup corporate partner.
The Westmont Institute of Tourism & Hospitality team will support the students in the development of their innovation projects through regular contact with relevant corporate partners.