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.
Admission Requirements
Prior to admission to the MS program, applicants must illustrate to the chair of the program that their previous training, ability, practical experience, and education indicate a reasonable chance of success. Applicants may be admitted who hold a baccalaureate degree from an accredited institution. They must have undergraduate GPAs of 3.0 or higher. The complete admission requirements are as follows:
- Graduate application
- Earned baccalaureate degree
- Official undergraduate transcript(s)
- Two professional recommendations
- An on-campus interview (when possible)
- A resume
- Undergraduate GPA of 3.0 or higher (a GPA of 2.75 will be considered if applicant has superior recommendations; length of time since the candidate's college graduation also will be considered)
- Foundation course work that is 3.0 or higher (if required).
For international applicants, a Test of English as a Foreign Language (TOEFL), with minimum scores of 550 (paper-based), 213 (computer-based), or 89 (Internet-based), must be submitted. All international students will take the Michigan Test upon arrival, unless otherwise approved.
Students who are already qualified for one or more required courses may substitute other course work with the permission of the chair of the program. After a review of their work by the program chair, students whose prior undergraduate work has been in areas other than hospitality-tourism may be required to complete additional courses. The student may choose elective courses with the approval of the chair of the program.