ADVANCED HOSPITALITY LEADERSHIP AND PERFORMANCE
The goal of this course is to examine advanced hospitallity leadership practices within the various industry segments. Leadership principles and hospitality management approaches will be examined through the lens of financial and human capital performance. Topics include: critical decision-making, hospitality team dynamics and service performance, financial feasibility in operational delivery, brand and marketplace competency, ethics and values.
QUALITY MANAGEMENT SYSTEMS
Organizations seeking to improve their customer satisfaction, operating efficiency, and profitability frequently turn to quality management initiatives--including; Total Quality Management, Business Process Reengineering, Six Sigma. and ISO Quality Standards. The lessons learned through the success and failure of these programs provide valuable insights to managers seeking to achieve performance excellence within their own organizations. The course relies on the Malcolm Baldridge National Quality Award framework and case analysis to explore successful quality management initiatives. Offered twice a year.
MANAGING CULTURAL DIFFERENCES FOR GLOBAL SUCCESS
"Managing Cultural Differences for Global Success" course is designed to guide and coach participants on how to work and communicate effectively with people from different cultures. The course provides a hands-on approach for developing cross cultural competency. Comparative cultural models will explain how concepts such as culture, values, time, power, mindsets and thinking patterns differ in the world. We will illustrate with real-life cases pertaining to doing business in Europe, Asia and the Americas.
MANAGEMENT OF INNOVATION AND TECHNOLOGICAL CHANGE
The ability to manage technological innovation has become an increasingly essential requirement for business people regardless of functional specialty. The objective of this course is to explore ways to create environments that are conducive to technological innovation. Throughout the course students examine practices, models, and approaches that established, as well as new, organizations employ to promote innovative practice, technological change, and new technologies. The following topics will be covered: the innovation process, managing technical people, the impact of organizational design on innovation, knowledge management, cross function teams and exploiting new technologies. Students will research new technologies and discuss potential business applications and issues associated with those technologies. Offered once a year.
PRACTICUM IN APPLIED HOSPITALITY LEADERSHIP
Experiential learning plays an important role in applying academic knowledge to real-world business challenges and opportunities. This practicum in applied hospitality leadership engages students in a practical, experiential, multidisciplinary approach to learning, which fosters development of personal and professional skills. Under the direction of the course faculty, students assume the role of researchers/advisors to key Chicago hospitality organizations that seek guidance on business strategy or challenging operational issues. Projects might include; leadership assessments service-process improvements, service innovation, event planning, club management and others. Students work closely with sponsoring organizations and supervising faculty to identify the scope of the projects, collect information and conduct analysis, and then report findings and/or recommendations. Major outcomes include an oral presentation to faculty and a written report for management.
MANAGING THE GUEST/EMPLOYEE EXPERIENCE
This course is designed to examine highly developed principles of the guest experience, the guest/employee interface, and the role employee development and service delivery plays within the hospitality industy. Leadership of various hospitality service operations will be studied in the context of realms of experience and guest quality assurance. Experience realms will be grounded in the constructs of unique hospitality experiences that engage guests in an inherently personal way. Topics will include: customer care and loyalty programs, creativity and innovation, employee skill development, service operation strategies, product design, capturing guest identity, and customer co-creation.