Students complete the MS in Hospitality Leadership and Operational Performance by taking the following 12 courses for a total of 48 credits:
Students who enter the program without a formal hospitality undergraduate education, or hospitality industry work experience, must have successfully completed a course in Hospitality Operations prior to starting to the MSHLOP program. Students without a formal business or hospitality undergraduate degree must also complete at least one accounting course at the undergraduate or graduate level prior to starting the program.
- Satisfactory completion of the college residency requirement.
- Satisfactory completion of the 12 required courses, or their substitutes as approved by the Director of the School of Hospitality Leadership.
- All courses for credit toward the degree must be completed within six calendar years after the candidate’s first term of enrollment in the Kellstadt Graduate School of Business. After a lapse of six years a course is expired. An expired course is not acceptable for the purpose of satisfaction of degree requirements and is not applicable to the degree.
MANAGING FOR EFFECTIVE AND ETHICAL ORGANIZATIONAL BEHAVIOR
Students will critically examine ethical and creative methods to solve problems related to managing individuals and teams. Students utilize feedback from a developmental assessment center assessing their managerial and interpersonal skills. Personal development plans are created and skills developed throughout the course. Skill development domains include perception, attribution, motivation, learning leadership, communication, team development, managing change and conflict, decision-making, power and politics and business ethics.
MS in Taxation students are restricted from registering for this class.
APPLIED QUANTITATIVE ANALYSIS
This course provides a comprehensive review of some basic mathematical and statistical methods and stresses their practical applications in business and economics. The course will equip the student with the quantitative skills required in the MBA program and will also provide a good foundation for addressing typical problems that arise in business. Additionally, the skills acquired in the course will also help the student prepare for the quantitative sections of professional exams, such as the CFA, the CPA and the CMA exams. This course will stress learning through applications/problem-solving using Excel and/or Minitab software for data analyses. However, the course must be analytical and theoretical to the extent that is necessary to develop a correct understanding of the topics presented. The topics covered in the course include relevant mathematical concepts: use of relevant functions and solving equations in unknowns, elementary calculus and graphing functions. It also focuses on relevant statistical concepts: probability theory, hypothesis testing, regression analysis and forecasting.
At its core, business is about providing a superior product or service. This course analyzes the processes used to deliver products in the marketplace. World class firms have demonstrated that effective operations management can be a potent competitive weapon. This course addresses the key operations and logistical issues in service and manufacturing operations, which have strategic as well as tactical implications. Both quantitative and qualitative techniques and principles used by leading organizations are examined. Offered every quarter.
MS in Taxation students are restricted from registering for this class.
DECISIONS IN MARKETING MANAGEMENT
Students are provided with an overview of the marketing process for consumer-oriented firms. Focus is placed on decision-making that aligns a firm's market offerings with the wants and needs of targeted segments of customers within a continuously changing environment. Written cases/projects are part of the course assignment.
STRATEGIC MANAGEMENT OF HUMAN RESOURCES
This course will help students understand how the management of people is influenced by the social, ethical and legal environment; by diversity in the work place; by the organizational culture; and by the business strategy. Students will learn how to effectively perform the following HR activities: selecting employees, developing people, evaluations and rewarding performance, and motivating employees. Offered every quarter.
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.
SERVICE TECHNOLOGY & INNOVATION IN THE HOSPITALITY ENVIRONMENT
This course examines the interaction and interdependency of hospitality technology and service systems in the context of service leadership, innovation and multi-media. Students will apply contemporary theory surrounding technology utilization in hospitality service systems including: human capital productivity and infrastructure hierarchy, network based service systems, efficiency and effectiveness information processing, enhanced client interfacing and user generated content issues and opportunities.
HOSPITALITY OPERATIONAL PERFORMANCE DESIGN & IMPLEMENTATION
The goal of this course is to evaluate, construct and apply innovative service design and implementation models of service systems in the hospitality operation environment. The course will enable students to analyze service systems through the lens of competitive service orientated product positioning, and operational system architecture. Topics include: hospitality systems thinking-service design, service product life cycle evolution and development, hospitality organizational structure and service system procedures, integrated hospitality operational diagnostics and operational performance metrics.
This course explores revenue management within the hospitality industry from a comprehensive perspective as it pertains to the importance of generating business revenues and contributions to the overall service-firm financial performance. The evolution of revenue management principles and practices within the hospitality sector has advanced in both sophistication and complexity, increasing the need for enhanced development of human capital, investments in data analytics, and systems integrated approaches to successful revenue generation. Topics include: Data mining and predictive analytics, inventory and price management, consumer behavior, social media and e-commerce, and demand based forecasting. Simulation software is used in this course to apply the principles of revenue management to practical situations.
CUSTOMER RELATIONSHIP MANAGEMENT
Students are introduced to a new strategy methodology, CRM, which is currently being adopted by many organizations in efforts to enhance their competitive advantage. Focus is placed on understanding how an enhanced customer relationship environment can differentiate an organization in a highly competitive marketplace. Both the business and consumer markets are examined in multiple vertical markets. New technology demonstrations and their impact will be discussed. Guest speakers provide current best-practice methods. Topics included: Case analysis and projects make up the course assignments.
HOSPITALITY DATA ANALYSIS & FINANCIAL METRICS
This course provides a comprehensive perspective of various hospitality financial performance constructs and key industry operating performance benchmarks. Students will be indoctrinated to hospitality industry financial metrics and the critical nature of linking financial analysis with decision-making in order to achieve organizational profitability objectives. Topics include: interpretation of financial statements, operating control systems, budgeting-forecasting synthesis, operational leadership techniques and operations flow-through, flex staffing and productivity, and capital-facility maintenance. PREREQUISITE(S): GSB 420
CREATIVITY IN BUSINESS
This course explores the nature and role of creativity in organizations. Theories and modes of creative thinking, and the link between creativity and innovation are presented. The course format is largely experiential, with emphasis on group and individual exercises, techniques, simulations and cases, through which students will investigate the creative process in a variety of organizational settings. The role of managers and team members in nurturing and sustaining a creative enterprise is discussed. The course is designed to open students to the creativity within themselves and organizations, and to the tools with which creativity can be managed to promote innovation and enhance organizational effectiveness as well as satisfaction and quality of work life. Offered four times a year.
STRATEGIC PLANNING: DEVELOPING SUSTAINABLE BUSINESS MODELS
In today's hyper-competitive business environment, firms find it increasingly difficult to generate sustainable revenue growth. This course uses an organic-growth, marketing-based, customer-driven approach for developing sustainable year-on-year revenue growth. Linkages are created between existing benefits-based customer segmentation strategies, changing customer needs, the choice of a firm's or a business unit;s product/service-line positioning strategy, its chosen business model, and finally its performance. Topics covered include: - Outcomes-based segmentation - Price-performance curves - Market-leader positioning approaches - Business model visualization and representation - Dynamic positioning, product-line and business unit adaptation - Value migration and threats to sustainability By the end of the course, students will know how to detect signals of change in customer needs and adapt their business models resulting in sustainability. This is a case-based course with a project deliverable due at the end of the course.
MKT 555 is a prerequisite for this class.
HOSPITALITY DISTRIBUTION CHANNELS
This course examines advanced principles and applied hospitality revenue management strategies associated with service distribution channels. Topics include an introductin to the global distribution networks, branding perspectives and channel management, corporate reservations systems, travel intermediary relationships, advanced pricing theory-price parity, product marketing and content consistency, search engine optimization, competitive positioning and analysis, systems processing, human capital resources and organizational processes.
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.