Hospitality Services: Professional Customer Service

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  • Lesson Identification and TEKS Addressed

    Cluster : Hospitality and Tourism

    Course : Hospitality Services

  • TEKS Student Expectations

    • (6) The student applies leadership and teamwork skills in collaborating with others to accomplish organizational goals and objectives. The student is expected to:
      • (A) model qualities in employee retention by creating a pleasant working atmosphere for staff members
    • (12) The student uses technological knowledge and skills required to pursue careers in travel and tourism. The student is expected to:
      • (A) develop technical vocabulary to enhance customer service
  • Basic Direct Teach Lesson

    Instructional Objectives

    Students will:

    • identify and define vocabulary words used to enhance customer service
    • discuss the importance of common vocabulary and its’ effect on customer/business relationships
    • manipulate and demonstrate knowledge of the lessons vocabulary through creation of an original skit
  • Rationale

    Script:

    Every industry has their own technical vocabulary, it is how they operate under common context. The hospitality industry thrives on providing good customer service. In preparation for careers in the field of Hospitality Services, this lesson will provide an excellent opportunity to better understand that it is imperative hospitality employees “speak the same language” in order to provide service which either meets or exceeds customer expectations.

  • Duration of Lesson

    Three 45 minute class periods

  • Word Wall

    Added value: Over and above the basic product or service offer provided to customers by an organization

    Client/customer/patron: A person who pays a professional person or organization for services

    Code of Practice: Guides employees on how they should conduct business

    Complaint: A statement that you are unhappy or not satisfied with something

    Continuous improvement: Improving customer service in order to stay ahead of competitors

    Customer experience: The sum of all experiences a customer has with a supplier of goods and/or services

    Customer service: The total customer experience with that business

    Customer service procedure: Routines and detailed steps used to deliver its customer service

    Customer service transaction: When the customer and service deliverer exchange information, product or service

    External customer: A customer from outside the company that provides a service or product

    Guest: A person who pays for the services of an establishment (as a hotel or restaurant)

    Internal customer: Person in the same organization as the service provider

    Mission statement: A brief statement of the main purpose of an organization

    Pleasant: Causing a feeling of happiness or pleasure

    Prompt service: Carried out or performed without delay

    Quality service: Service that meets or exceeds customer satisfaction

    Queue: When several customers want customer service at the same time a queue (a line of people) may form

    Risk assessment: Identifying all risks which may exist and evaluating them for seriousness and the likelihood an incident

    Services: The work performed by one that serves

  • Materials/Specialized Equipment Needed

    Equipment:

    • computer with projector for PowerPoint™ presentation
    • computers with Internet access (be sure to follow district guidelines)

    Materials:

    Supplies:

    • cash register
    • front desk sign
    • guest receipts
    • hotel bell
    • hotel brochures
    • luggage
    • maps
    • restaurant menus
    • survey card from a business
    • table setting for formal dinner meal
    • vacation destination brochures

    Other appropriate lessons

    The Importance of Customer Service SKills
    Principles of Hospitality Services
    http://cte.sfasu.edu/lesson-plans/the-importance-of-customer-service-skills

    How May I Help You? Communication and Telephone Strategies
    Culinary Arts
    http://cte.sfasu.edu/lesson-plans/how-may-i-help-you-communication-and-telephone-strategies-2

    • copies of all handouts (see All Lesson Attachments tab)
  • Anticipatory Set

    Prior to activity:

    Display as many of the lesson-related supplies (see Materials or Specialized Equipment Needed) as you have available on a table in front of the room. Supplies can include:

    • cash register
    • front desk sign
    • guest receipts
    • hotel bell
    • hotel brochures
    • luggage
    • maps
    • restaurant menus
    • survey card from a business
    • table setting for a formal dinner meal
    • vacation destination brochures

    Script:
    Look at the items on the table. How do the items relate to customer expectations at the workplace?

    Allow time for class discussion.

    Distribute the Anticipation Guide – Getting to Know Customer Service Vocabulary (see All Lesson Attachments tab) handout prior to viewing the PowerPoint™. The handout has customer service vocabulary terms listed in pairs. In the last column, individually, students will write his or her opinion, explaining what effect(s) the first set of vocabulary terms have on the second set of terms. They may use available resources to retrieve introductory definitions. Inform the students to be prepared to share their opinions with the class.

  • Direct Instruction with Special Education Modifications/Accommodations

    Note to teacher: Prior to beginning this lesson, review, preview and select the appropriate multimedia for your classes.

    Introduce objectives, terms and definitions.

    Distribute the handout Note-taking Hospitality Services: Professional Customer Service (see All Lesson Attachments tab). Teacher will determine the notes to be recorded by students. Inform students that they will be expected to take notes and participate in discussions while viewing the slide presentation.

    Introduce and discuss the PowerPoint™ Hospitality Services: Professional Customer Service (see All Lesson Attachments tab). Allow time for questions, answers and classroom discussion.

    Use appropriate notes from Presentation Notes for Hospitality Services: Professional Customer Service (see All Lesson Attachments tab) for discussion.

    Using the Note-taking Hospitality Services: Professional Customer Service (see All Lesson Attachments tab) handout, students will have an opportunity to reflect upon, review and respond to the information pertaining to the PowerPoint™. They will write a summary of topics or statements which reflect the information from the lesson:

    • Discuss the topic
    • Write down your thoughts
    • Make a real-world connection to the lesson
    • How is this going to help you in a career in Hospitality Services?

    Allow for questions and answers to check for understanding.

    Video included in slide presentation:

    • A Day In The Hospitality Industry
      If you can think on your feet, are creative, like geography, like to travel and have great attention to detail, then a career in hospitality management might be right for you.
      https://youtu.be/_t_RJJ8KPhA

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • checking for understanding
    • providing a copy of the slide presentation
    • allowing students to make illustrations instead of writing out information

  • Guided Practice with Special Education Modifications/Accommodations

    Distribute the Customer Service Vocabulary Match (see All Lesson Attachments tab) handout. Individually, the students will complete the handout with the appropriate vocabulary words. (Key) Customer Service Vocabulary Match (see All Lesson Attachments tab) has been provided for your use to check students’ answers.

    Allow time to complete the handout and for a class discussion.

    Completion of handout can be assessed as a daily grade.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • encouraging participation
    • providing extra time for assignments
    • reducing assignment

  • Independent Practice/Laboratory Experience with Special Education Modifications/Accommodations

    Prior to activity:

    Divide class into groups of four to five.

    Refer to Teacher Resource – Customer Service Skit/Role-Play (see All Lesson Attachments tab) handout for instructions on activity. Print and cut apart the customer service vocabulary words cards.

    Read the following scenario:

    You are one of several employees at a _______________(see the options below). Your team has been asked to participate in a mandatory customer service training. Your team’s main objective is to develop and perform a short skit or role-play on the importance of providing quality customer service in the hospitality industry.

    Students will select one option to develop their short skit/role-play:

    • casino
    • hotel
    • motel
    • national or state park
    • professional sports teams/sporting event
    • restaurant
    • theater/stage production
    • theme park

    Distribute the Customer Service Vocabulary Skit/Role-Play (see All Lesson Attachments tab) handout and one customer service vocabulary words card to each group. In teams of four to five, students will develop and perform a short two- to three-minute skit or role-play on the importance providing quality customer service in the hospitality industry. Be sure that each team member is involved.

    • The focus of the skit will be modelling qualities in employees to create a pleasant customer service experience for clients
    • Manipulate and demonstrate knowledge of the lessons vocabulary through creation of an original skit. Must use a minimum of five vocabulary terms in skit/role-play
    • Use of at least one prop

    Distribute and review Rubric for Customer Service Skit/Role-Play (see All Lesson Attachments tab) prior to the start of the assignment so that students are aware of assessment procedures.

    Keep students focused and on task. Provide assistance if needed.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • extending ‘wait time’
    • providing praise and encouragement

  • Lesson Closure

    Review terms, definitions and lesson objectives.

    Students will present their skits/role-play activities. Allow time for questions and discussion.

    Distribute handout Facts I Learned (see All Lesson Attachments tab). Individually, students will complete the handout with interesting facts he or she learned from the lesson. Fill in the areas with their ideas and save what they think is the most important fact they have learned, and write it in the box at the bottom.

  • Summative/End of Lesson Assessment with Special Education Modifications/Accommodations

    Projects will be presented in class and assessed with Rubric for Customer Service Skit/Role-Play.

    Individualized Education Plan (IEP) for all special education students must be followed. Examples of accommodations may include, but are not limited to:

    • grading according to work done
    • shortened, simplified instructions

  • References/Resources

    Images:

    • Photos obtained through a license with Shutterstock.com™.

    Websites:

    • Wordle
      Ideas for creating vocabulary or a personal Wordle.
      www.wordle.net

    YouTube™:

    • A Day In The Hospitality Industry
      If you can think on your feet, are creative, like geography, like to travel and have great attention to detail, then a career in hospitality management might be right for you.
      https://youtu.be/_t_RJJ8KPhA
  • Additional Required Components

    English Language Proficiency Standards (ELPS) Strategies

    • word wall
    • draw visual representation of terms on word wall
    • add terms and definitions to personal dictionary
    • check for understanding
    • have students repeat instructions
  • College and Career Readiness Connection

    AchieveTexas Career Cluster Crosswalks

    The Career Cluster Crosswalks housed on the AchieveTexas website http://www.achievetexas.org/index.html provide Texas teachers with a direct connection between their CTE course TEKS and the College and Career Readiness Standards (CCRS). Language Arts, Mathematics, Science, Social Studies and Cross-Disciplinary integration are the focus of the CCRS. These college and career readiness standards are essential in the planning and delivery of CTE lessons. The extent to which the integration occurs is determined by the methods and strategies utilized by each teacher.

    Career Cluster Crosswalks for Education and Training, Hospitality and Tourism and Human Services Career Clusters can be found at:
    http://www.achievetexas.org/Career%20Cluster%20Crosswalks.htm

  • Recommended Strategies

    Reading Strategies

    Current Events:
    Assign students to read about enhancing the customer service experience. Information can be found in newspaper articles, magazines, journals and online print.
    Suggestions:

    • Draw connections between content and real life.
    • Allow students to highlight texts, passages, key words or concepts
    • Explain idioms that appear in reading passages
  • Quotes

    Vocabulary is a matter of word building as word using.
    -David Crystal

    Don’t use a five-dollar word when a fifty cent word will do.
    -Mark Twain

    The purpose of a business is to create a customer who creates customers.
    -Shiv Singh

    People don’t want to communicate with an organization or a computer. They want to talk to a real, live, responsive, responsible person who will listen and help them get satisfaction.
    -Theo Michelson, State Farm Insurance

    If you want to be creative in your company, your career, your life, all it takes is one easy step… the extra one. When you encounter a familiar plan, you just ask one question: What ELSE could we do?”
    -Dale Dauten

  • Multimedia/Visual Strategies

    PowerPoint™:

    • Hospitality Services: Professional Customer Service
    • Presentation notes for Hospitality Services: Professional Customer Service

    Technology:

    YouTube™:

    • A Day In The Hospitality Industry
      If you can think on your feet, are creative, like geography, like to travel and have great attention to detail, then a career in hospitality management might be right for you.
      https://youtu.be/_t_RJJ8KPhA

    • Files for downloading:
  • Graphic Organizers/Handout

    Graphic Organizer:

    • Note-taking – Hospitality Services: Professional Customer Service

    Handouts:

    • Anticipation Guide – Getting to Know Customer Service Vocabulary
    • Customer Service Vocabulary Match
    • Customer Service Vocabulary Skit/Role-Play
    • Facts I Learned
    • (Key) Customer Service Vocabulary Match
    • Rubric for Customer Service Skit/Role-Play
    • Teacher Resource – Customer Service Skit/Role-Play

    • Files for downloading:
  • Writing Strategies

    Journal Entries:

    • When working in the service industry, common vocabulary is important because ___________________.
    • As you get older, your vocabulary increases. Please state your opinion on the importance of learning and increasing your vocabulary – especially in the work place.
    • Qualities staff members should possess which can produce a pleasant working atmosphere can include ________________________.

    Writing Strategy:

    RAFT (Role/ Audience/Format/Topic) writing strategy:
    Role: General manager of a hotel
    Audience: Staff at home
    Format: Memo
    Topic: The importance of a professional customer service

  • Communication 90 Second Speech Topics

    • I can create a pleasing work environment by __________________________.
    • Understanding customer service vocabulary is important because _____________________.
    • Technology can aid in providing quality customer service by __________________________.
  • Other Essential Lesson Components

    Enrichment activity

    • Customer service survey – Meet with a local hospitality business. Ask them if you can create a customer service survey and ask if you can give it to various customers and introduce as a school project. Once the survey is done, create a graphic which can communicate the results to the business management and ask to sit down and discuss the results. Be sure to use some customer service vocabulary in your survey questions.

    TEDx Talks:

    TEDx is a program of local, self-organized events that bring people together to share a TED-like experience. At a TEDx event, TEDTalks videos and live speakers combine to spark deep discussion and connection in a small group. These local, self-organized events are branded TEDx, where x = independently organized TED event.

    The video below is related to this lesson. Allow students to view the video, and lead a discussion concerning the TED Talk.

    Sherry Turkle: Connected, but alone?
    As we expect more from technology, do we expect less from each other? Sherry Turkle studies how our devices and online personas are redefining human connection and communication — and asks us to think deeply about the new kinds of connection we want to have.
    http://www.ted.com/talks/sherry_turkle_alone_together

  • Family/Community Connection

    • Invite a community industry leader to come and discuss their opinion of the most important vocabulary words in their business, as it relates to customer service and employees.
    • Ask three to five family members, teachers, or co-workers to list five to ten vocabulary words they feel are the most important for the their line of work, and why. Bring back your lists and share with the classroom. Be sure to identify the line of work for each person.
  • CTSO connection

    Family, Career and Community Leaders of America (FCCLA)

    http://texasfccla.org

    STAR Events:

    Chapter Service Project (Display and Manual): A team event – recognizes chapters that develop and implement an in-depth service project that makes a worthwhile contribution to families, schools and communities. Students must use Family and Consumer Sciences content and skills to address and take action on a community need.

  • Service Learning Projects

    Successful service learning project ideas originate from student concerns and needs. Allow students to brainstorm about service projects pertaining to the lesson. For additional information on service learning see:
    http://www.nylc.org

    Create a presentation on how to be a good customer. Provide information on customers’ rights and responsibilities, role play situations, business perspective of customers and discuss a common customer service vocabulary.

    The presentation may be given at a community library, middle/junior high school or before a community organization such as the Rotary Club.

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