This course provides students with the basic concepts and current trends in the guest service industry as well as an overview of the hospitality and food service industries on a provincial, national, and global scale. Special areas of emphasis include problem solving, coping with challenging patrons and using communication strategies to demonstrate excellence in customer service. While researching trending topics, group and individual work will provide the students an opportunity to become confident at effectively communicating and delivering exceptional guest service to both internal and external guests and students will receive a SuperHost® certificate upon completion of this course.
Prerequisites
Course type
This course is offered as part of a VCC program and cannot be taken individually.
International students: Eligibility is determined at the program level. Visit the program page for international student requirements and application information.
- Customer service
- Principles of hospitality management and role of industry (Orange book of success)
- Solving problems with customer service
- Guest experience, customer expectations and communication strategies
- Service recovery and dealing with complaints
- Inter-cultural communication
- Motivation, leadership, conflict and relationship management to improve customer service
- Delivering diverse service and communicating appropriately
- The origin of stereotypes and how to avoid them
- Technology and trends in customer service
- Excellence in guest service
PLAR is assessed through an interview with the department leader or designate
Course schedules
Select your program to see the available course schedules.
| CRN# | Duration | Delivery | Location | ||
|---|---|---|---|---|---|
| 72387 |
September 8, 2026 to December 18, 2026 |
Lecture Lab |
VCC Downtown Campus | See full schedule | |
| 72388 |
September 8, 2026 to December 18, 2026 |
Lecture Lab |
VCC Downtown Campus | See full schedule |
Online courses listed without scheduled meeting times can be completed on your own schedule. All self-paced courses have on-campus tests. Off-site certified invigilation centres may be used at the student's expense.
| CRN# | Duration | Delivery | Location | ||
|---|---|---|---|---|---|
| 42292 |
January 5, 2027 to April 15, 2027 |
Lecture | VCC Downtown Campus | See full schedule | |
| 42293 |
January 5, 2027 to April 15, 2027 |
Lecture | VCC Downtown Campus | See full schedule |
Online courses listed without scheduled meeting times can be completed on your own schedule. All self-paced courses have on-campus tests. Off-site certified invigilation centres may be used at the student's expense.
How to take this course
This course is offered as part of a VCC program only.
Contact us
If you have any questions, please email at [email protected].
† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.