• Cross Cultural Business Issues:
    Tools and case studies on how to deal more effectively in a global and competitive setting, focused on cross-cultural wants and nuances for customers and employees alike that can have mayor influence on the profit and reputation of hospitality organisations that want to serve international markets via theories and case studies.
  • Quality Management:
    Definition of quality and it’s ramifications in designing and assuring hospitality products and services that consistently need and exceed customer expectations, including TQM, SERVQUAL model and mystery shopping tools.
  • Hotel Management:
    General overview of the major operational areas and hotel departments as well as issues related to leadership and management in a hotel setting, with emphasis on case studies.
  • Redefining the Hospitality Experience:
    Analysing new trends, successful companies and emerging business models in the hospitality industry, focused on enhancing the complete customer journey before, during and after the guest stay, with emphasis on the experiential components.