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Class Notes for Hospitality at George Brown College

HOST1033 Lecture Notes - Lecture 1: Fax, Relationship Marketing, Livingsocial

Delivering Excellence in Guest Service – HOST 1033 Week 1 & 2 Customer Service  Satisfying all guest needs and making them feel special or well taken care of  Making sure your customer is well served & makin...

Hospitality
HOST1033
Emmanuel Rey
Professional Guest Service Week 5,6,7.docx

Empowerment(Chapter 5) Empowerment: To enable or permit customer service providers to make a range of decisions to assist their customers. Importance of a mission and Purpose Statement  All businesses that deal wit...

Hospitality
HOST1033
Jeannine Pharand- Theyer
HOST1033 Lecture Notes - Lecture 4: Organizational Chart, Mind Map, Flowchart

Problem Solving (chapter 3) Creativity and Problem Solving Problem solving: An active resolution to a challenging situation.  Creative problem solving suggests that through an open approach to f...

Hospitality
HOST1033
Jeannine Pharand- Theyer
HOST1033 Lecture Notes - Information Age, Psychographic, Customer Satisfaction

1. Customer service: Anything we do for the customer that enhances the customer experience. Ultimate Goal = Customer Satisfaction Customer Satisfaction: The customer’s overall feeling of contentment wi...

Hospitality
HOST1033
Jeannine Pharand- Theyer
HOST1033 Lecture Notes - Lecture 3: Customer Retention, Outsourcing, Public Citizen

The challenges of customer service(chapter 2) Elements of success  Assess own strengths/weaknesses  Understand customers and their needs  Be familiar with barriers to exce...

Hospitality
HOST1033
Jeannine Pharand- Theyer
HOSF1095 Lecture Notes - Lecture 2: Human Resources, Job Performance

Front Office Operations Adam Fikis Week #2 1.What is a Hotel’s Mission? Mission statement: define the unique purpose that sets one hotel or hotel company apart from...

Hospitality
HOSF1095
Adam Fikis
HOSF1095 Lecture Notes - Lecture 3: Loyalty Program, Energy Management System, Property Management System

Front Office Operations Adam Fikis Week #3 1. The Guest Cycle Pre-Arrival Departure Arrival ...

Hospitality
HOSF1095
Adam Fikis
HOSF1095 Lecture Notes - Lecture 4: Malcolm Baldrige National Quality Award, Customer Retention, United Club

Front Office Operations Adam Fikis Week #4 Quality Impacts Service Quality: the consistent delivery of products and services according to expected standards. Servic...

Hospitality
HOSF1095
Adam Fikis
HOSF1095 Lecture Notes - Fairmont Royal York, Days Inn

Front Office Operations Adam Fikis Week #1 1. What can we learn from this course? 1) This course explores the complexities of managing a Front Office Depart...

Hospitality
HOSF1095
Adam Fikis
What does a great pitch look like

What does a great pitch look like? Based on Chris O’Leary’s “Elevator Pitch Essentials” Greeting Summary Sentence: The whole idea in one sentence --------------------------------------------------------------------...

Hospitality
HOSF1095
Adam Fikis

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