Course curriculum

    1. Inclusive-Welcoming Service Strategies

    1. Five Factor Model (personality)

    1. Conclusion

    2. Reflection

    1. Quiz

    1. Inclusive-Welcoming Service Strategies

    1. Conclusion

    2. Reflection

About this course

  • Free
  • 9 lessons
  • Certificate available

What you will learn

  • People and Structure in Service Excellence

    Understand the role of individuals, groups, and the organizational structure in achieving exceptional service standards.

  • Five Factor Personality (OCEAN) Model

    Learn more about the Five-Factor Personality (OCEAN) Model: Key Traits and Their Impact.

  • Personality Traits and Guest Interactions

    Explore how these traits effect how both individuals and groups interact with guests.

Meet your instructor

Dr. Lindsey Lee

Dr. Lindsey Lee is an assistant professor in the tourism and hospitality management department. Her research work focuses on maximizing employee service performance while supporting employee emotional labor. Dr. Lee’s research interests include identifying management and organizational practices to support employees, implementing emotional labor to manage difficult guests, and employee management training and development. Her work has been published in the International Journal of Hospitality Management. Dr. Lee earned her PhD in hospitality administration from the University of Houston and holds a master of science in tourism and hospitality management from the University of Central Florida. Her bachelor’s degree in psychology is from Emory University. Connect with Dr. Lindsey Lee to stay updated on her work in promoting diversity, equity, and inclusion in the travel and tourism industry. You can connect with Dr. Lindsey Lee on LinkedIn www.linkedin.com/in/lindsey-lee-46b991171/