In this course, you will identify the responsibilities of a service champion and the personal characteristics that contribute to effectiveness. The key skills required to assess, guide, and motivate service employees' performance are presented. You will practice the competencies required for engaging your colleagues in creating a strong service culture. Self-assessments and tools provide you with direction in developing several of these skills to evaluate your leadership traits, such as your credibility and expression of empathy. A review of communication channels and characteristics enables you to select the most appropriate method of communicating service standards. A final project provides an opportunity for you to apply course concepts to your own organization to facilitate a strong service culture.
What's a “service champion”? What do we mean by a “strong service culture”? In this course, you will identify what great customer service teams do so that you can practice and model the same skills, helping your team move from good to great.
Throughout this course you will practice modeling empathy, communication, curious discovery, and empowering others. This practice will give you the ability to empower others and empower your team to deliver excellent service that can be sustained over time.
Symposium sessions feature three days of live, highly interactive virtual Zoom sessions that will explore today’s most pressing topics. The Hospitality Symposium offers you a unique opportunity to engage in real-time conversations with peers and experts from the Cornell community and beyond. Using the context of your own experiences, you will take part in reflections and small-group discussions to build on the skills and knowledge you have gained from your courses.
Join us for the next Symposium, in which we’ll discuss how both day-to-day operations and strategic goal setting in the hospitality sector have rapidly evolved over the past two years, opening up new space for real-time conversations about the future of the industry. You will support your coursework by applying your knowledge and experiences to various areas of the industry, examining the innovations and accommodations you have all had to make throughout the COVID-19 pandemic and strategizing on future directions. By participating in relevant and engaging discussions, you will discover a variety of perspectives and build connections with your fellow participants from across the industry.
Upcoming Symposium: October 24-26, 2022, from 1:00-3:00pm ET
All sessions are held on Zoom.
Future dates are subject to change. You may participate in as many sessions as you wish. Attending Symposium sessions is not required to successfully complete any certificate program. Once enrolled in your courses, you will receive information about upcoming events. Accessibility accommodations will be available upon request.