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TOU1030 Quality Guest Service

Introductory · 1 credit · HRH - Health, Recreation, and Human Services

Description
Students demonstrate the knowledge, skills and attitudes of quality guest service, including hospitality, effective communication and workplace safety.
Prerequisite
TOU1010: The Tourism Sector

Outcomes The student will:

  • 1 identify the importance of providing quality guest service to customers

    • 1.1 define the following:

      • 1.1.1 tourism as a product; e.g., intangible/tangible product

      • 1.1.2 tourism as a service

    • 1.2 identify and explain the four I’s in guest service

    • 1.3 identify the building blocks of service

    • 1.4 define “professional culture” as it relates to quality guest service

    • 1.5 describe the role of various agencies in developing guest service standards

    • 1.6 describe the importance of providing quality hospitality and guest service

    • 1.7 describe the importance of creating a positive first impression

    • 1.8 demonstrate professional guest relations skills

    • 1.9 identify techniques for developing a positive relationship with guests

  • 2 demonstrate basic competencies in guest service and hospitality, including maintaining the safety of self and others

    • 2.1 define the following as they relate to quality guest service:

      • 2.1.1 ProServe

      • 2.1.2 Human Rights Legislation (“Duty to Accommodate”)

      • 2.1.3 Food Safe Certification

      • 2.1.4 Workplace Hazardous Materials Information System (WHMIS)

      • 2.1.5 Freedom of Information and Protection of Privacy Act (FOIP)

      • 2.1.6 Personal Information Protection and Electronic Documents Act (PIPED)

    • 2.2 interpret safety regulations for different types of tourism facilities

    • 2.3 explain how unsafe conditions can negatively impact quality guest service

    • 2.4 identify potential hazards and suggest precautions for avoiding them

    • 2.5 list legal rights and responsibilities and relevant legislation for:

      • 2.5.1 customers

      • 2.5.2 co-workers

      • 2.5.3 family and friends

      • 2.5.4 general public

    • 2.6 analyze and describe house policy pertaining to safety and security, including:

      • 2.6.1 employee apparel

      • 2.6.2 lifting, pushing and pulling

      • 2.6.3 electrical

      • 2.6.4 traffic patterns

      • 2.6.5 clean-up and maintenance

      • 2.6.6 emergency evacuation

      • 2.6.7 emergency illness/injury

      • 2.6.8 waste management

  • 3 demonstrate effective communication and problem-solving skills in dealing with guest concerns

    • 3.1 demonstrate effective listening, speaking and writing strategies

    • 3.2 discuss appropriate use of technology in the workplace; e.g., texting, e-mail, fax, use of cell phone

    • 3.3 demonstrate appropriate skills for communicating with guests and/or guest concerns; e.g., young children, special needs, diverse cultures, language barriers

    • 3.4 demonstrate characteristics of a professional attitude through communication, behaviour and presentation

    • 3.5 predict situations that could develop into problems and outline strategies to deal effectively with these situations

    • 3.6 demonstrate professional electronic communication skills; e.g., telephone skills, e-mail protocol

  • 4 demonstrate a positive attitude toward guests and a professional team approach

    • 4.1 describe the ways a variety of employees in the facility promote quality guest service; e.g., front desk, room service

    • 4.2 explain the importance of each employee having a high level of knowledge of product and property; e.g., history of facility, directions to local establishments, history of area

    • 4.3 describe responsibilities of a professional employee in handling various guest services; e.g., room service, front desk, conference facilities

    • 4.4 describe guest service strategies for creating and maintaining a favourable business reputation; e.g., amenities, in-house technology, conference facilities

  • 5 demonstrate basic competencies

    • 5.1 demonstrate fundamental skills to:

      • 5.1.1 communicate

      • 5.1.2 manage information

      • 5.1.3 use numbers

      • 5.1.4 think and solve problems

    • 5.2 demonstrate personal management skills to:

      • 5.2.1 demonstrate positive attitudes and behaviours

      • 5.2.2 be responsible

      • 5.2.3 be adaptable

      • 5.2.4 learn continuously

      • 5.2.5 work safely

    • 5.3 demonstrate teamwork skills to:

      • 5.3.1 work with others

      • 5.3.2 participate in projects and tasks

  • 6 make personal connections to the cluster content and processes to inform possible pathway choices

    • 6.1 complete/update a personal inventory; e.g., interests, values, beliefs, resources, prior learning and experiences

    • 6.2 create a connection between a personal inventory and occupational choices

Program of Studies 2010. Source document, © Alberta Education.