Course Summary
Credit Type:
4-6 hours
Dates Offered:
Credit Recommendation & Competencies
Level Credits (SH) Subject
Lower-Division Baccalaureate 1 Hospitality Guest Services


Upon the completion of this course, students will be able to understand how destinations attract and keep visitors and use the seven key elements required to consistently deliver the highest levels of guest service on an ongoing basis.

Learning Outcomes:

  • Identify the four main reasons guests never return to an establishment
  • Recognize the value of exceptional guest service
  • Use the seven elements of guest service on the job
  • Recognize what skills and behaviors should be used to connect with guests
  • Recognize what skills and behaviors should be used to connect with guests
  • Know why it is important to individualize guests' experiences and the steps to do so
  • Understand the importance of knowing the property or the surrounding area to help improve a guest's stay
  • Know how to inspire others by incorporating passion into work habits that help create memorable moments for guests
  • Understand why exceptional guest service is the job of all employees
  • Provide a welcoming and inclusive environment for all guests, including those with disabilities and special needs
  • Connect with guests by incorporating personality into guest interactions
  • Define the basic elements of emotionally engaged guest service.

General Topics:

  • Recovery: Turn it Around
  • Personalization: Provide an Individualized Experience
  • Knowledge: Be in the Know
  • Passion: Inspire Others
  • Commitment: Be All In
  • Inclusion: Include Everyone
  • Personality: Be Yourself
Instruction & Assessment

Instructional Strategies:

  • Audio Visual Materials
  • Coaching/Mentoring
  • Computer Based Training
  • Practical Exercises

Methods of Assessment:

  • Examinations
  • Quizzes

Minimum Passing Score:

Supplemental Materials