Alex Susskind is a Professor of Food and Beverage Management and is currently serving as the Associate Dean for Academic Affairs. Professor Susskind earned his Ph.D. in Communication from Michigan State University with a specialization in organizational communication and his MBA with a concentration in personnel and human relations. He earned his undergraduate degree at Purdue University in Restaurant, Hotel, and Institutional Management and is also a trained chef with a degree in Culinary Arts from The Culinary Institute of America in Hyde Park, New York. Prior to starting his career in academia, Professor Susskind was a chef and restaurant operator for both independent and multi-unit restaurant companies in the Northeastern and Southeastern United States.
Course Overview
Loyal repeat customers are key to the success of any food and beverage operation. They represent recurring revenue and are a great source for feedback and gauging customer sentiment. They can also be your greatest evangelists, recommending you to friends and colleagues, even giving favorable online reviews.
Through careful design, meticulous attention to service processes, and a way to gauge customer sentiment, you can play to your team's strengths and identify opportunities for improving the guest experience to grow your business.
Key Course Takeaways
- Define standards of performance that impact guest experience and create a competitive advantage
- Identify service recovery strategies that satisfy guests and prevent problems from occurring again
- Identify opportunities to improve how you are gathering, interpreting, and utilizing guest feedback to improve guest loyalty
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Course Length
2 weeks
Effort
3-5 hours per week
Format
100% online, instructor-led
Course Author
Alex Susskind
Professor
Cornell Nolan School of Hotel Administration
Professor of Food and Beverage Management, Nolan School of Hotel Administration, Cornell SC Johnson College of Business
Who Should Enroll
- Individuals involved in the operation and financial performance of a restaurant or food and beverage service, from line-level employees through general management.
- Individuals who are new to the food and beverage industry and need to learn more about the specifics around restaurant operations.
- Students from every continent and from a diverse range of organizations, including franchisees, managed service contractors such as stadiums or arenas, hospitals, airlines and caterers.
- Students who do not work in restaurants but need to be conversant in operations of food and beverage providers will also benefit from these courses.
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