IV Customer Relations and Quality Service

TEA Units of Study: TEKS "Knowledge and skills" subsections covered:

A. Importance of quality service B Communication C. Critical moments of service D. Teamwork E. Handling customer complaints F. Guest comment feedback G. Cultural and special needs differences

  • (1) The student gains additional academic knowledge and skills required to pursue the full range of career and postsecondary educational opportunities within the hospitality services industry.
    • (A) apply advanced reading, writing, and mathematical skills necessary to perform job tasks in the hospitality industry
    • (F) examine cultural differences of other areas, regions, and countries
  • (2) The student uses listening, oral, written, and media communication skills in creating, expressing, and interpreting information and ideas, including technical terminology and information.
    • (A) interpret verbal and nonverbal communication
    • (B) recognize and respond to guest needs
    • (D) exhibit public relations skills
    • (E) apply alternate communication services to assist customers with specialized needs
  • (4) The student examines and reviews ethical and legal responsibilities related to guests, employees, and conduct within the establishment to maintain high industry standards.
    • (A) formulate improvements for customer service from guest comments
  • (5) The student uses information technology tools specific to hospitality service careers to access, manage, integrate, and create information.
    • (C) evaluate current and emerging technologies provided by the hospitality industry to improve guest service
  • (6) The student applies leadership and teamwork skills in collaborating with others to accomplish organizational goals and objectives.
    • (A) model qualities in employee retention by creating a pleasant working atmosphere for staff members
    • (B) formulate staff training plans to create an effective working team
    • (C) apply conflict-management skills to facilitate solutions
  • (7) The student solves problems using critical-thinking skills independently and in teams.
    • (C) devise strategies for maximizing customer satisfaction
    • (D) resolve unexpected situations

Resources:

  • Hospitality Services, High School Curriculum Caddy, CEV Multimedia, Ltd., 2004
  • Hospitality Services Curriculum Guide, Reference Book, Student Activity, and Tests, Curriculum Center for FCS, 2003 – Ch. 5, 13
  • Hospitality Services: Food and Lodging, Goodheart-Willcox Company, 2004 – Ch. 2, 23
  • Hospitality Net http://www.hospitalitynet.org/index.html

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