Lesson PlanCheck One:

____ Individual Lesson for one or more elements

__X__ Unit Lesson for one (whole) standard

Name of Cluster: Name of Pathway: Name of Course:

Hospitality and Tourism Career

Hospitality, Recreation & Tourism

Hospitality, Recreation & Tourism Management Course Number: 08.45400

Standard No: Element No(s): Name of Lesson:

MKT-HRTM-10 MKT-HRTM-10.1 -10.4 Heart of Hospitality

Brief Overview of Lesson:

Two to Three Sentence Overview of the lesson: Customer Service is viewed as the Heart of the Hospitality Industry which enlightens the customer’s experience. The purpose of this lesson is to identify and implement the most effective Customer Services Practices in the Hospitality Industry. The goal of this lesson is to provide the students with an in depth understanding of customer service in hospitality businesses.

Concept the lesson teaches:The concept of this lesson teaches students how to effectively interact and maintain positive relationships within a professional setting. This lesson will enable students to describe and explain the true value of making the customer feel right at home.

What students will know/understand as a result of this lesson: Students will understand to use the communication process in order to build positive human relationships in order to become a successful employee. Students will know that any problem can be solved by following various problem solving techniques.

What will students will be able to do as a result of this lesson:

Students will be able to:a. Analyze why customers are important to the hospitality business.b. Describe the needs that hospitality businesses satisfy.c. Explain the importance of quality service.d. Describe the two types of hospitality employees.e. List the six characteristics of customer-focused employees.

f. Distinguish the 11 critical moments in customer service.g. Assess the importance of good communication skills.h. Describe methods of handling customer complaints.

Resources Developed and Included to Teach This Lesson:

List all resources developed for this lesson. Power Point Presentation(s)

The Heart of Hospitality Note-Taking Sheets or something for reinforcing the concept (understanding) The

Heart of Hospitality Student Note- Taking Handout Activity/Activities or Projects for implementing the concept (application)

See Lesson Plan Performance Section Pre-Assessment (Determine what students already know.)

See Lesson Plan Performance Section Formative Assessment (Determine what students learned.)

See Lesson Plan Summary Section

Equipment and/or Supplies Needed for This Lesson:

Students will need the following items to complete this individual assignment:

The Heart of Hospitality PowerPoint Handout Laptops Internet Sharpies Poster Board StoryBoard

Additional Information About Lesson’s Concept:

(i.e., for Teacher’s Benefit and/or May be Used With Students)

Textbook Chapter/pages: Hospitality Services, 3rd Edition Goodheart-Willcox

By: Johnny Sue Reynolds, Ph.D. and Dorothy Chase

Approximate Timeframe for Teaching This Lesson:

1-2 55 minute class periods

Unit Summary and Rationale:

Customer service is the service or care that a consumer receives before, during and after a purchase. It’s one of the factors that come in to play when a consumer is determining buying value; the other is the quality of the product or service that is being offered.

Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience. Top notch service will create loyalty and a returning customer which is what we all must strive for.

Excellent customer service is important to many businesses today. It’s a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer a priority. Greet them in a friendly manner, whether that be via telephone, email or in person. Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not optional it’s a requirement for businesses to survive.

Unit Standards: CTAE GPS: MKT-HRTM-10 Develop customer service skills and an overall understanding of the importance of guest services in the hospitality, recreation, and tourism industry.a) 10.1 Apply exceptional customer service strategies. b) 10.2 Explain the importance of delivering effective customer service and establishing strong guest relations in the hospitality, recreation, and tourism industry. c) 10.3 Determine skills, traits and attributes needed to offer top-quality guest services and build relationships with customer and clients. d) 10.4 Explore the use of social media and the importance of the industry’s timely responses to guests’ feedback.

Academic GPS:ELACC9-10SL1: Initiate and participate effectively in a range of collaborative discussions (one-on-one, in groups, and teacher-led) with diverse partners on grades 9–10 topics, texts, and issues, building on others’ ideas and expressing their own clearly and persuasively. ELACC9-10SL4:Present information, findings, and supporting evidence clearly, concisely, and logically such that listeners can follow the line of reasoning and the organization, development, substance, and style are appropriate to purpose, audience, and task.ELA11W3:The student uses research and technology to support writing. ELA12LSV2: The student delivers focused, coherent, and polished presentation that convey a clear and distinct perspective, demonstrate solid reasoning, and combine traditional rhetorical strategies of narration, exposition, persuasion, and description.

Unit Connection College and Career Ready Descriptions: Students will demonstrate independence.

Students will value evidence. Students will build strong content knowledge. Students will respond to the varying demands of audience, task, and discipline. Students will critique as well as comprehend. Students will use technology and digital media strategically and capably. Students will develop an understanding of other perspectives and cultures.

Essential Questions: EQ 1.1- Why customer satisfaction is important? EQ 1.2- When does a customer’s experience make the biggest impact on customer

satisfaction? EQ 1.3- How does consistent quality service help a business gain and keep customers? EQ 1.4- Why an attitude of enthusiasm is a good quality for a hospitality worker? EQ 1.5- What is the difference between a service encounter and a critical moment?

Students with Disabilities:

For students with disabilities, the instructor should refer to the student's IEP to be sure that the accommodations specified are being provided. Instructors should also familiarize themselves with the provisions of Behavior Intervention Plans that may be part of a student's IEP. Frequent consultation with a student's special education instructor will be beneficial in providing appropriate differentiation.

Learning Objectives: After successfully completing this activity, students will be able to:

1. Explain the concept of service as it relates to the hospitality industry. 2. Identify the outcomes of good service, and craft strategies to achieve this goal. 3. Discuss industry best practices and their applications in all hospitality industries. 4. Describe the needs that hospitality businesses satisfy.5. Explain the importance of quality service.6. Describe the two types of hospitality employees.7. List the six characteristics of customer-focused employees.

Differentiation Activities__ X__ Flexible grouping_____ Tiered instruction__X__ Interest-based investigation_____ Learning centers__X__ Product____ Personal agenda_X__ Graphic Organizer_X__ Exit card_X__ Project_X__ PresentationKey Terms / Vocabulary:

service quality service back-of-the-house

customer service consistent quality service front-of-the-house employees customer service encounter back-of-the-house employees guest word-of-mouth publicity customer-focused employee empathy front-of-the-house critical moment hospitality tourism industry chain hospitality industry travel package brand foodservice industry recreation franchise lodging recreation industry franchisor accommodation single-unit business franchisee lodging industry independent business professional association travel industry multi-unit business career and technical student

organization (CTS)

Learning Activities

Activity Day 5: Skits

Students will develop and perform a skit. The skit should demonstrate the correct way to deal with one of the described scenarios.

Teacher will present key phrases that will be used to handle the situation.

Students will role play the situation and use the key phrases given to settle it.

Standard: MKT-HRTM-10

Topic: The Heart of Hospitality Management

Essential Question: What is the difference between a service encounter and a critical moment?

Performance: This section will consist of the Teaching Strategies and Student’s Learning Activities.

Opening (Bell ringer): Imagine you are the manager of a small hotel and you would like all your employees to come to a workshop on customer service. You could require them to attend, but you would prefer that they sign up voluntarily. Consider the following employee objections. How would you convince each person that the workshop is worthwhile?

Objection: I know how to do my job, and I do it well. If this hotel has a customer service problem, it’s not my responsibility to fi x it.

Teacher will select various students to discuss their answers.

Time Frame 5 minutes

Teaching Strategies:

Teacher will play videos about good quality customer service.

https://www.youtube.com/watch?v=6M0TgEUbRBc

https://www.youtube.com/watch?v=eaWloh08XtQ

Time Frame 5 minutes

Student Activity:

Directions: When Customers Complain

Working in small teams, develop and perform a skit. The skit should demonstrate the correct way to deal with one of the scenarios described below. As each team performs its skit, the rest of the class should evaluate the way the employees handle the customer’s complaint and give suggestions for improvement.

Scenario 1: Waiter, there’s a bug in my salad.

Scenario 2: I don’t know why your machine is rejecting my credit card, but I assure you the card is good. Your machine must be broken.

Scenario 3: What do you mean you don’t have a record of my reservation?

Scenario 4: My room is close to the ice machine. It’s so noisy that I didn’t get any sleep last night.

Scenario 5: That lamp was already broken when I got here. Housekeeping in this hotel is lousy.

Time Frame: 45 minutes

Summary: Ticket out the Door (Informal Assessment)

Name 6 Characteristics of a Customer-Focused Employee.

Time Frame 5 minutes

Questions for the Lesson Plan Developer:

Kelli WesleyDual Enrollment Hospitality Management InstructorAlcovy High Schoolwesley.kelli@newton.k12.ga.us