Hospitality and leisure service industry.

Upon completion of the course, students will be able to see below

Ø   Demonstrate an ability to understand concepts, characteristics, and trends in hospitality and leisure service industry.

Ø   Explain the different delivery systems providing the hospitality and tourism experience (e.g. lodging, food & beverage, meetings and conventions, gaming, special events, managed service, and recreational clubs)

Ø   Comprehend (describe and identify industry application) the systems approach managing the hospitality organization (e.g. sales and marketing, reservations, lodging, food service, event management, guest services, hospitality operation, etc..

Ø   Comprehend (identify and define) customer service concepts, service quality, experience, and satisfaction (customer expectation and performance).

Ø   Identify customer expectations; measure and evaluate customer satisfaction and loyalty.

Ø   Comprehend (Describe, compare and contrast) the different types of guests/customers, consumers (e.g. customer’s cross-cultural issues) in hospitality, tourism, and recreation industry.

Ø   Demonstrate ability to investigate a specific enterprise/company through industry report within hospitality industries.

Ø   Practice communication skills to enhance customer service including management of difficult customer situations, proactive problem resolution, and recovery strategies.

Modules

1.The pineapple has been a symbol of hospitality since the days of the early American colonies. The legend began with the sea captains of New England, who sailed among the Caribbean Islands and returned to the colonies bearing their cargo of fruits, spices and rum.

2. The Craft beer industry is experiencing a renaissance of sorts driven by small, independent brewers. While overall, growth in the beer industry was flat with about a 0.2% increase in sales for 2016, craft breweries experienced a 10% sales increase which represents just over 12% of the overall beer market (Watson, 2017). By December of 2016, there were 5,234 craft breweries (regional, micro, and brewpubs), representing a $23.5 billion industry
3. Four domains of emotional intelligence which are, self-awareness, self-management, social awareness and relationship management
4. Cruise ship liability issues-any info will do
5. Sustainability in the beverage industry

5 Learning Activities

1. Crossword puzzle
2. Breakout room
3. Lecture
4. Break out rooms
5. Debate in class