COURSE DESCRIPTION:
The world economy is dominated by “Services”, which accounts for more than 60 % of global GDP in 2017.
Among these 60%, Hospitality, Retail and Transport represent a huge part (more than 50 %). At a time
when clients no longer wish to be simply satisfied but “delighted” many luxury brands have made
excellence of service a priority. This course is designed around a global approach to "services" in luxury,
and gives an overall view on Service Management in Luxury with a specific focus on Hospitality, Retail and
Transport. The major objective of these industries is to deliver an outstanding service that goes beyond the
expectations of the customer.This requires careful planning, efficient execution and constant evaluation of
the service.

COURSE OBJECTIVES:
During this course, students will develop the expertise of the students in Service Management by
overviewing the best practice of leading companies such as LV, DIOR, ETIHAD, AIR FRANCE, VIRGIN
ATLANTIC, RITZ CARLTON, HARRODS, MANDARIN ORIENTAL, SHANGRI LA, DISNEY, and APPLE… with case
studies and real examples. They will explore ways to set service standards in order to offer the customer a
memorable experience. Research studies will open their mind to the impact of the digital revolution on
Service Management. This course is very client and management oriented (not at all with software) with a
very practical approach: the objective is that students can see how real service management tools can be
used everyday in the luxury business industry, and that they are familiar with them when integrating a
brand.

EXPECTED LEARNING OUTCOMES:
Upon completion of this course students should be able to:
- Define what “Service quality” and “Client Satisfaction” mean.
- Identify customers’ expectations in Luxury (Hospitality & Retail & Transport) in terms of Service Quality
and make an audit with a multicultural approach.
- Implement a CRM policy (service process, recruitment, fidelization, training tools, feedback control).
- Manage front office teams in terms of client relationship to deliver service excellence and measure the
level of service (qualitatively and quantitatively).

*Course content subject to change