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.
Prerequisites
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What you will learn
- 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
How to register
This course is offered as part of a VCC program only.
Course schedules
Select your program to see the available course schedules.
Contact us
If you have any question, please email at advising@vcc.ca.
Additional information
To learn more about the PLAR pathways for this course review the Hospitality Management Diploma Program Content Guide.
† 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.