GUEST SERVICE EXPERIENCE

Catalog description

The course will explore the role of service in the hospitality industry by focusing on guest service etiquette and restaurant dining service protocols for hotel operations and restaurants. It will contextualize communication, information and critical thinking competencies by analyzing, questioning and proposing solutions for situations with difficult guests. Emphasis will be given to developing the communication competency through the development of a professional image based on a dress code, vocal modulation, posture and body language without sacrificing personal identity. In addition, the course will introduce students to the principles, concepts, and systems of professional table service, including dining room organization, personnel management and dining room service protocols. Innovation competencies will be reinforced by planning and executing one special event involving guest service etiquette and restaurant dining room service. The course will use the internet among others research tools, e-mail as means of communication and MS Word and Power Point for papers and projects.