||HCM402 - Service in the Casino Industry
||For the correct edition of the textbook assigned to a specific class, go to: http://www.nutextdirect.com
|Course Description: This course is a study of the casino resort industry with special focus on customer service issues in the development of a leisure industry. Overview of the customer service skills required in various casino operations, including establishing teamwork, developing employee motivation, and creating customer service actions. Ways to achieve outstanding customer service through time management, stress reduction and sensitivity development.
|Course Learning Outcomes:
- Describe seven key stages in creating customer loyalty.
- Distinguish six service issues important to the development of the gaming industry and retention of the gaming customer.
- Demonstrate the basic skills and attitudes required in establishing and maintaining customer service in casino operations.
- Describe and discern the casino customer/gaming customer, the basic functions necessary to create a rudimentary program to service customers with a goal of retaining that casino customer for return visits and the ten building blocks of "breakthrough" service.
- Identify and develop the core concepts of customer service awareness and be able to provide a positive customer service attitude in all casino operations.
- Demonstrate the principles and techniques of outstanding unexpected "breakthrough" customer service.
- Identify, recognize and implement the most common verbal and non-verbal communication tools and communication forms of unexpected customer service.
- Anticipate, discern and respond pro-actively to the most common customer demand situations within the leisure industry and present a positive role model for other employees not enrolled in the program.
- Respond appropriately to customer requests, demands and anticipating and diffuse potentially difficult situations.
- Identify methods of time and stress management to avoid stressful personal situations and to apply that knowledge by reducing any stressful customer service issues.
- Develop, understand, and apply the positive forces of teamwork and group problem solving for the benefit of breakthrough service for customers.
|Specified Program Learning Outcomes:
- Analyze the organizational and human aspects of the quality service in the hospitality industry to include key concepts of ethics, change management, communication, and managing resistance within today's organizations.
- Apply critical thinking skills and techniques in managerial decision-making processes.
- Apply current hospitality and casino management guest service concepts and customer loyalty strategies recognized as industry standards.
- Communicate professionally and effectively with various levels of organizational leadership, customers, and team members in a variety of formats to include oral, visual, and written.
- Demonstrate broad-based skills including casino specific management and leadership skills, Minimum Internal Control Standards (MICS) and marketing concepts, and the unique role of Tribal Government Gaming Enterprises within the business and hospitality industry.
- Demonstrate team problem solving tools, quality management for service organization, and a clear sense of what is required to build effective teams in the hospitality and gaming industry.
- Synthesize business policy, market opportunity, and organizational development linking technology policy with organizational strategy.
- Utilize information and knowledge resources to maximize workplace learning, problem solving, and decision-making.
Students with Disabilities:
Students seeking special accommodations due to a disability must submit an application with supporting documentation, as explained under this subject heading in the General Catalog. Instructors are required to provide such accommodations if they receive written notification from the University.
Writing Across the Curriculum:
Students are expected to demonstrate writing skills in describing, analyzing and evaluating ideas and experiences. Written reports and research papers must follow specific standards regarding citations of an author's work within the text and references at the end of the paper. Students are encouraged to use the services of the University's Writing Center when preparing materials.
The following website provides information on APA, MLA, and other writing and citation styles that may be required for term papers and the like: http://nu.libguides.com/citations
National University Library:
National University Library supports academic rigor and student academic success by providing access to scholarly books and journals both electronically and in hard copy. Print materials may be accessed at the Library in San Diego or through document delivery for online and regional students. Librarians are available to provide training, reference assistance, and mentoring at the San Diego Library and virtually for online or regional students. Please take advantage of Library resources:
Contact the Library:
- (858) 541-7900 (direct line)
- 1-866-NU ACCESS x7900 (toll free)
Use the Library Training Tools (on the Library Homepage) for additional help
- Recorded class presentations
- Tutorials & Guides (APA/MLA, Peer-Review, and more)
Plagiarism is the presentation of someone else's ideas or work as one's own. Students must give credit for any information that is not either the result of original research or common knowledge. If a student borrows ideas or information from another author, he/she must acknowledge the author in the body of the text and on the reference page. Students found plagiarizing are subject to the penalties outlined in the Policies and Procedures section of the University Catalog, which may include a failing grade for the work in question or for the entire course. The following is one of many websites that provide helpful information concerning plagiarism for both students and faculty: http://www.indiana.edu/~wts/pamphlets/plagiarism.shtml
Ethical behavior in the classroom is required of every student. The course will identify ethical policies and practices relevant to course topics.
Students are expected to be competent in using current technology appropriate for this discipline. Such technology may include word processing, spreadsheet, and presentation software. Use of the internet and e-mail may also be required.
Learning to work with and value diversity is essential in every class. Students are expected to exhibit an appreciation for multinational and gender diversity in the classroom.
As a diverse community of learners, students must strive to work together in a setting of civility, tolerance, and respect for each other and for the instructor. Rules of classroom behavior (which apply to online as well as onsite courses) include but are not limited to the following:
- Conflicting opinions among members of a class are to be respected and responded to in a professional manner.
- Side conversations or other distracting behaviors are not to be engaged in during lectures, class discussions or presentations
- There are to be no offensive comments, language, or gestures