vcc.ca
HOSP 1410: Hospitality Guest Service Management
Effective date
September 2023
Department
Hospitality Management
School
Hospitality, Food Studies and Applied Business
Description
This course provides students with the basic concepts and current trends in the hospitality guest service industry as well as an overview of the industry on a provincial, national, and global scale. Special areas of emphasis include problem solving, coping with challenging customers and using communication strategies to demonstrate excellence in customer service. Research of trending topics in the hospitality industry, 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.
Credits
3.0
Year of study
1st Year Post-secondary
Prerequisites
None
Corequisites
None
Course Learning Outcomes
Upon successful completion of this course, students will be able to:
- Review the principles of hospitality management and interpret the role of industry on a provincial, national and global scale.
- Examine the guest experience and the use of communication strategies.
- Perform service recovery skills to resolve guest complaints and concerns in all situations.
- Analyze trends in guest service and technological innovations.
- Explain the relationship between loyalty and customer relationships.
- Demonstrate a level of interpersonal and inter-cultural awareness within customer service.
- Demonstrate excellence in customer service and how to exceed expectations.
- Use leadership, motivation, conflict and relationship management concepts to improve guest service skills.
Prior Learning Assessment & Recognition (PLAR)
To learn more about the PLAR pathways for this course review the Hospitality Management Diploma Program Content Guide.
Hours
Lecture, Online, Seminar, Tutorial: 45
Total Hours: 45
Total Hours: 45
Instructional Strategies
Lectures, presentations, role-play, individual and group work.
Grading System
Letter Grade (A-F)
Passing grade
D (50%)
Evaluation Plan
|
Type |
Percentage |
Assessment activity |
|
Project |
25-35 |
Group mystery shop presentation |
|
Assignments |
20-30 |
Individual assignments |
|
Quizzes/Tests |
20-30 |
Quizzes and mini quizzes |
|
Participation |
5-10 |
Actively contributes to course discussions and activities |
|
Other |
5 |
Completion of student success modules |
Course topics
- 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 guest 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
Notes:
- Course contents and descriptions, offerings and schedules are subject to change without notice.
- Students are required to follow all College policies including ones that govern their educational experience at VCC. Policies are available on the VCC website at:
https://www.vcc.ca/about/governance--policies/policies/. - To find out if there are existing transfer agreements for this course, visit the BC Transfer Guide at https://www.bctransferguide.ca.