Bethlehem University Vocational Training Curriculum for the Tourism Industry

Communications Cluster

COM-101 Module: Communication in the Hospitality Industry

Module Description & Objectives:

This module is designed to introduce the student to the primary skills needed to be successful in the hospitality industry with a focus on communication. Students will gain knowledge of the fundamentals of delivering exceptional customer service and develop valuable skills for reducing stress while fulfilling the requests of even the most demanding guests.

Module Learning Outcomes:

Upon satisfactory completion of this module, aparticipant should have the ability to: 

1. Identify and describe exceptional customer service, including barriers to its delivery
2. Demonstrate how to assess customer satisfaction levels and take corrective action
3. Use and explain techniques for dealing with angry, upset or
   disappointed customers
4. Develop stress-reduction tactics for their own motivation
   along with a personal action plan to improve their customer service skills

Prior Learning/Prerequisites:

Program Duration & Capacity:

2 sessions of 4 hours for a total of 8 hours

Maximum capacity of 24 participants