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...
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...
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...
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...
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...
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...
Front Office Operations Adam Fikis Week #3 1. The Guest Cycle Pre-Arrival Departure Arrival ...
Front Office Operations Adam Fikis Week #4 Quality Impacts Service Quality: the consistent delivery of products and services according to expected standards. Servic...
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...
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 --------------------------------------------------------------------...
Join OneClass
Access over 10 million pages of study
documents for 1.3 million courses.
Join to view
So we can recommend you notes for your school.
Please enter below the email address you registered with and we will send you a link to reset your password.
Get notes from the top students in your class.