Creating a Great Customer Experience

How quality assurance and process management provides a better experience for guests

July 17, 2019 at 10:00 a.m.

Presented by Alex Susskind, Associate Dean for Academic Affairs

Professor of Food and Beverage Management, Cornell University

Topics covered:

          - 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

This is a 55 minute webinar: 45 minute presentation followed by a 10 minute Q&A session.

Cost: FREE for NYSRA Members! Email info@nysra.org to receive the member promo code.

Non-Members: $65.00 

Presented by Alex Susskind, Associate Professor, Cornell University
Alex Susskind is an associate professor, and Associate Dean for Academic Affairs, at the School of Hotel Administration,  and a member of the graduate field of communication at Cornell University. He earned his PhD in communication (with cognates in organizational communication and organizational behavior) from Michigan State University, where he also earned his MBA with a concentration in personnel and human relations. Susskind's research is based primarily in organizational communication and organizational behavior. He is currently researching the influence of customer–service provider interaction as it relates to organizational effectiveness and efficiency from the perspective of guests, employees and managers.