Guest Service in the Hospitality Industry
1. Identify and define FOH and BOH positions as they relate to service.
2. Identify and explain the uses of various service wares.
3. Describe the common procedures for checking in and checking out a guest.
4. Identify and describe common guest service issues and provide solutions for resolving them.
5. Define and apply strategy as it applies to a service operation.
6. Understand vision, mission, and statements of purpose as they relate to service.
7. What are some of the management problems associated with allowing service employees to exercise judgment in meeting customer needs?
8. the concept of triple bottom line as it manifests 3 core principles of any organization: profits, social impact and its effect on the environment. How can this concept be used at your organization or an organization you are familiar with?