National University




HCM240 Hospitality Diversity

Lead Faculty: Dr. Michael Charles Pickett

Course Description

Introduction to the increasing cultural diversity found in both the consumer and employee populations. Additionally, this course provides students with a supervisory perspective on employee issues regarding cultural awareness.

Learning Outcomes

  • Describe six organizational behaviors that convey a customer-centered culture.
  • Apply five tips for better listening when dealing with customer complaints.
  • Recognize the varying levels of importance that companies place on customer feedback.
  • Explain the intrinsic and associated value which can affect a customer's loyalty to you or your company.
  • Articulate a clear vision for customer service in your organization.
  • Synthesize the use of on-line resources to research and prepare written and oral assignments.

Prerequisite