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Standard |
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£ State Standard R Institutionally Developed College: |
HRT
148 - Delivering Superior Service in the Hospitality
Industry
Course
Description
Course
Description: The purpose of this course
is to identify opportunities for providing outstanding customer service and to
develop skills in problem solving and teamwork.
Topics include hospitality service expectations, problem solving, and
teamwork.
|
Competency Areas |
Hours |
|
|
Hospitality
Service Expectations |
Class |
3 |
|
Problem
Solving |
D. Lab |
0 |
|
Teamwork |
P.
Lab/O.B.I. |
0 |
|
|
Credit |
3 |
|
Prerequisite: |
Program
admission |
|
Corequisite: |
|
Course Guide |
|
Competency |
After completing this section,
the student will be able to: |
Hours |
||
|
Class |
D.Lab
|
P.Lab/ O.B.I. |
||
|
Hospitality Service Expectations |
9 |
0
|
0 |
|
|
|
Define
service across the hospitality industry |
|
|
|
|
|
Identify
what type and level of service customers expect from each department within a
hotel, a restaurant, and any industry where service is the product |
|
|
|
|
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Discuss
the intangibility of service and how customer expectations correlate to price |
|
|
|
|
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Discuss
the concept of anticipating customer needs (anticipatory service) |
|
|
|
|
Problem
Solving |
6 |
0
|
0 |
|
|
|
Discuss
how to determine what problems exist and how to set up strategies for
solutions |
|
|
|
|
|
Describe
how employee knowledge and confidence impact problem resolution |
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|
|
|
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Discuss
ways to manage one’s own emotional responses to customers |
|
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|
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Discuss
the concepts of empowerment and ownership in problem solving and guest
satisfaction |
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Role play
responding to individuals who are angry in ways that defuse their anger |
|
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Role play
methods of conflict resolution with guests |
|
|
|
|
Teamwork |
15 |
0
|
0 |
|
|
|
Identify
the importance of teamwork in the hospitality industry |
|
|
|
|
|
Describe
how departments are interdependent and intradependent |
|
|
|
|
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Discuss
the concepts of influence and negotiation in teamwork |
|
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|
|
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Discuss
the roles individuals play as team members |
|
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|
|
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Discuss
the role of leadership in a team setting |
|
|
|
|
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Identify
one’s own leadership style |
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Describe
effective behavior of a team member |
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Describe
ways to gain member buy-in and participation |
|
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Describe
ways to set agendas and distribute the workload |
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Practice
leading a team in a variety of settings |
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Role play
methods of conflict resolution in a team |
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|
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Perform
an assignment or project as a team. Afterwards, analyze the role of each
person on the team and how that impacted the process and result |
|
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|
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Suggested Resources |
Martin, W.B. Quality
service: what every hospitality manager needs to know. (2002). Prentice
Hall.
CourseSG.081105.Dot
Posted: 09/11/06