Class Notes for Hospitality at George Brown College

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 --------------------------------------------------------------------...