2026-2027_College Catalog
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HRM 211 - Outdoor Hospitality Customer Service and Satisfaction Management
Credits: 3
Lecture: 3
Lab: 0
This course develops the knowledge and skills to design, deliver, and continuously improve customer service in outdoor hospitality settings such as campgrounds and RV parks. Emphasis is placed on professional communication, conflict prevention and resolution, guest relationship management (GRM/CRM), service recovery, experience design across the guest journey, and satisfaction measurement (CSAT, NPS, online reputation). Students practice de‑escalation, empathetic listening, policy‑based decision making, and data‑informed improvements to elevate loyalty, reviews, and revenue while balancing safety, sustainability, and equity.
Course Outcomes:
Students will be able to:
1. Diagnose root causes of service breakdowns using guest journey mapping and policy analysis.
2. Demonstrate professional communication strategies-including active listening, empathy, and de‑escalation-in role‑played conflict scenarios.
3. Execute a service recovery plan that balances guest satisfaction, safety, policy, and cost.
4. Utilize GRM/CRM tools to segment guests, track interactions, and personalize communications while upholding privacy and ethics.
5. Apply appropriate methods to calculate and interpret satisfaction metrics (CSAT, NPS, review analytics) and recommend data‑informed improvements.
6. Produce guest‑facing messages (email, text, signage, scripts) that are clear, inclusive, and brand‑consistent.
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