SLC Alpha Learning Plan

Course Name:  Principles of Customer Service

Course Code: HOTE21
Program(s): Hospitality & Tourism Management
Delivery Method: Face to Face ☐ Hybrid☐ Online X
Prepared by: Marsha Carbon
Contact Information: m.carbon@slc-alpha.ca
Campus Dean/Associate Dean Signature of Approval: _________________________________
Date approved:  ____________________________________
For the semester of: Fall ☐ Winter ☐ Spring ☐ Summer☐
Assessment Plan
Students will demonstrate learning in the following ways:
Assessment Type CLO VLO* Description (e.g.
*
Tentative % Of Total
Frequency, Due Dates Grade %
details)***
In-Class Tests 1,4,5, 4 Test 1 (Multiple Week 6 30% 60%
6 choice
True/False). Week 13 30%
Test 2 (Multiple
choice
True/False).

Class participation 1,4,5, Weekly online Ongoing/

3 Weekly 10 x 30%
In class assignments 6 assessments
3%
Group Project 1,4,5, 4 Week 11 10% 10%
6 Students will
collaborate for
this project
College Continuance Policy
College Academic Policy stipulates that students must pass 2/3 of their courses or 70% of their
course hours in order to continue as a full-time student.
Required Texts, Materials, Resources or Technical Materials Required
 “Guest Service in the Hospitality Industry:” Bagdan, Paul; John Wiley & Sons, Inc.; ISBN: 978-1-118-07180-

9 

 Students will be provided with the appropriate material to successfully complete

this course.
 College Academic Policy: Attendance and Participation

In this course, you are required: To conduct yourself in a respectful and participative manner.
Ensure that all get a fair chance to participate in both classes and group discussions.
Listen carefully, with an open mind, to opinions being expressed and shared.
Attend Classes - you will be tested on all lectures, assigned work in eLearning and class work
Participate and ask questions
Ensure that you always have the tools available to complete coursework: i.e. paper,
calculator (not a cell phone).
Write tests on the date and times specified. There will be no re-writes and no makeup tests
given unless the student provides a physician’s certificate.
Complete all course material assigned in eLearning. No assignments will be accepted after
the cutoff date.

Course Description

This course emphasizes the importance of providing consistent, high quality customer service as a platform on which
all successful businesses build brand loyalty, market share and client retention. In this course, you will acquire skills to
integrate effective customer service and quality assurance practices into the hospitality and tourism workplace in your
future role as managers. Discussion, role-playing, and case studies will facilitate your acquisition of the essential tools
and practices required to grow a satisfied and loyal customer base for any hospitality and tourism business

Special Notes for this Course

Students are expected to attend all scheduled classes on time.
Faculty should take attendance at the beginning of the class and attendance is used to
determine eligibility for re-writes, supplemental tests/assignments of field placement.
Students may be excused for medical reason with proper documentation.
Absence for more than three classes will be reported to the Alpha Academy Director. Students
will receive a written warning and repeated offence may result in suspension.
This course will be held in an open, interactive and collaborative learning environment. There
will be no use of any electronic devices during class (laptops, cell phones, tablets, etc.) unless
outlined in a formal accommodation.
Learning Plan Delivery Schedule

Initials of Campus/Associate Dean: __________________________  

Date:____________________________________
Please Note:  Any changes to this delivery schedule will be communicated in writing by the
professor to the students.

Week Topic Key Learning Learning Activities Resources &

Objectives References*
Week 1 Course Outline  Overview of Hospitality Lecture/Q & A/Class Text, PowerPoint
Introduction to Service  and How It Relates to Discussion, In-Class Slides, Case Studies,
Chapter 1 – The Basics of Guest Customer Service  Exercises, Weekly Videos, Role Play
Service  Competitive Advantage Assignment/Quiz  Exercises 
of Service 

The Value of the

Returning Customer 
Week 2 Chapter 2 – Defining Guest Service  Aspects of Guest Lecture/Q & A/Class Text, PowerPoint
Chapter 3 – Problem Solving for Service  Discussion, In-Class Slides, Case Studies,
Guest Service  Perishability of Service  Exercises, Weekly Videos, Role Play
Media Reports of Assignment/Quiz  Exercises 
Customer Service 
Tangibles and
Intangibles 
Considering Different
Points of View 
Dealing with Guest
Issues 
Types of Customers 

Psychological Theories .
Week 3 Chapter 4 – Guest Service of Food  The Service of Food  Lecture/Q & A/Class Text, PowerPoint
Positions  Discussion, In-Class Slides, Case Studies,
Wares and Settings  Exercises, Weekly Videos, Role Play
Assignment/Quiz  Exercises 
Service Styles 

Week 4 Chapter 5 – The Guest Service of Volume and Technology  Lecture/Q & A/Class Text, PowerPoint
Beverages  Beverages and Their Discussion, In-Class Slides, Case Studies,
Service  Exercises, Weekly Videos, Role Play
Positions  Assignment/Quiz  Exercises 

Wares 
Week 5 Chapter 6 – The Guest Service of Service Positions  Lecture/Q & A/Class Text, PowerPoint
Lodging  Potential Service Issues Discussion, In-Class Slides, Case Studies,
in:  Exercises, Weekly Videos, Role Play
Front Desk  Assignment/Quiz  Exercises 
Food and Beverage 
Maintenance 
Housekeeping 
 Porters/Concierge 
Week 6 Test 1 Test 1 30%
Week 7 Chapter 7 – The Guest Service of Pre-Event Services  Lecture/Q & A/Class Text, PowerPoint
Events  Managing Touch Points  Discussion, In-Class Slides, Case Studies,
Exercises, Weekly Videos, Role Play
Monitor Assignment/Quiz  Exercises 
Weaknesses/Assess
Quality 
Week 8 Chapter 8 – The Guest Service of Know the Product  Lecture/Q & A/Class
Travel and Tourism  Know the Customers  Discussion, In-Class Text, PowerPoint
Exercises, Weekly Slides, Case Studies,
Know Yourself  Assignment/Quiz  Videos, Role Play
Exercises 

Week 9 Chapter 9 – The Guest Service of Types of Casinos and Lecture/Q & A/Class Text, PowerPoint
Casinos  Their Complexities  Discussion, In-Class Slides, Case Studies,
Floor Positions  Exercises, Weekly Videos, Role Play
Unique Environmental Assignment/Quiz  Exercises 
Characteristics 
Out-of-Town versus
Local Gamblers 
Week Chapter 10 – Research Tools  Setting Up for Research  Lecture/Q & A/Class Text, PowerPoint
Tools and Techniques  Discussion, In-Class Slides, Case Studies,
10 External Awards, Exercises, Weekly Videos, Role Play
Certification and Assignment/Quiz  Exercises 
Recognitions 
Week Chapter 11 – Strategic Planning for Importance of Strategic Lecture/Q & A/Class Text, PowerPoint
Service  Planning  Discussion, In-Class Slides, Case Studies,
11 Analyzing Position and Exercises, Weekly Videos, Role Play
Market  Assignment/Quiz  Exercises 
Identifying Competition 

Implementing a Service
Strategy 
Week Chapter 12 – Developing Staff  Hiring  Lecture/Q & A/Class Text, PowerPoint
Communication  Discussion, In-Class Slides, Case Studies,
12 Training, Managing and Exercises, Weekly Videos, Role Play
Developing  Assignment/Quiz  Exercises 

Team Management 

Week Test 2 Test 2 30%

13
Week Course Wrap Up Wrap Up Wrap Up
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