Hospitality and Service Management

Hospitality -Tourism Management (MS Program)

This program emphasizes the strategic dimensions of service quality and will prepare you for success in virtually any hospitality or tourism career by enhancing your leadership abilities, creative problem-solving and communication skills, and technical and analytical capabilities. A primary focus is on the management of the employee-customer interface to ensure high standards of service quality.

Program highlights

Investigate service strategy formulation and delivery and learn how to build customer loyalty, design service recovery strategies, and manage technology to enhance service productivity. Learn how to determine customer requirements and develop instruments to measure customer satisfaction. Analyze the unique characteristics of industry sectors—food, lodging, and travel—and learn how to manage complex organizations in which employees must provide several functions. Explore human resource issues such as selection, training, teamwork, empowerment, horizontal management, and corporate culture.

Graduate Program Chair

James Jacobs, Ph.D.
(585) 475-0617
jwjism@rit.edu

Graduate Program Assistant

Anne Zachmeyer
(585) 475-5062
abzhrd@rit.edu

RIT School of Hospitality and Service Management - 2008 Updated