Hospitality Administration
School of Hospitality Administration
-
Introduction to Hospitality
SHA HF 100
This introductory course is open to all BU students and is the prerequisite for School of Hospitality courses. Students gain an historical perspective and identify current events and trends in lodging, restaurants, and event management. Provides an overview of the global hospitality/tourism industry, including the critical elements of managing services. The Boston market, multimedia assignments, and team-based projects are integrated into the learning environment. Effective Fall 2018, this course fulfills a single unit in each of the following BU Hub areas: Historical Consciousness, Digital/Multimedia Expression, Teamwork/Collaboration. 4 cr.
-
Experience Management
SHA HF 150
Central to the hospitality industry is the provision of memorable, high-quality customer experiences across digital and physical touchpoints. This allows hospitality and other service organizations to turn satisfied customers into brand evangelists. This course introduces the emerging domain of customer experience management (CEM)--the discipline of understanding and managing customer interactions with the organization to improve satisfaction, loyalty, and advocacy. CEM is a unique domain that draws on practices from the fields of marketing, marketing research, technology and data science, and operations and service science, with the aim of understanding and improving customer experiences with the organization. The course covers the definitions and basic requirements of customer experience management, and also provides detailed frameworks and tools and techniques to allow students to gain proficiency in the language and practice of customer experience design and improvement. Effective Summer 2024, this course fulfills a single unit in each of the following BU Hub areas: Digital/Multimedia Expression, Social Inquiry II, Creativity/Innovation. 4 cr.