# CTE Resource Center - Verso - Opportunities in Hospitality and Tourism Task 1445251598

CTE Resource Center - Verso

Virginia’s CTE Resource Center

Determine the parameters of customer service.

Definition

Determination of the parameters of customer service should incorporate the following:
  • Company policy
  • Employee handbooks
  • Employee training
  • Customer needs and expectations
  • Financial policies
  • Amenities
  • Promotional items
  • Value-added
  • Employee empowerment
  • Importance of exceeding customer expectations

Process/Skill Questions

  • Why are company customer service policies and procedures important?
  • What are some company customer service policies that exist within the hospitality and tourism industry, and how do they service customers?
  • How does exceeding customer expectations create a positive memory?
  • How are all positions at a hotel dependent upon one another when it comes to providing customer service?
  • How do amenities create patronage?
  • What are some techniques for handling customer complaints?
  • How is customer satisfaction a requisite for customer loyalty?

Related Standards of Learning

English

10.5

The student will read, interpret, analyze, and evaluate nonfiction texts.
  1. Analyze text features and organizational patterns to evaluate the meaning of texts.
  2. Recognize an author’s intended audience and purpose for writing.
  3. Skim materials to develop an overview and locate information.
  4. Compare and contrast informational texts for intent and content.
  5. Interpret and use data and information in maps, charts, graphs, timelines, tables, and diagrams.
  6. Draw conclusions and make inferences on explicit and implied information using textual support as evidence.
  7. Analyze and synthesize information in order to solve problems, answer questions, and generate new knowledge.
  8. Analyze ideas within and between selections providing textual evidence.
  9. Summarize, paraphrase, and synthesize ideas, while maintaining meaning and a logical sequence of events, within and between texts.
  10. Use reading strategies throughout the reading process to monitor comprehension.

11.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts including employment documents and technical writing.
  1. Apply information from texts to clarify understanding of concepts.
  2. Read and correctly interpret an application for employment, workplace documents, or an application for college admission.
  3. Analyze technical writing for clarity.
  4. Paraphrase and synthesize ideas within and between texts.
  5. Draw conclusions and make inferences on explicit and implied information using textual support.
  6. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  7. Analyze false premises, claims, counterclaims, and other evidence in persuasive writing.
  8. Recognize and analyze use of ambiguity, contradiction, paradox, irony, sarcasm, overstatement, and understatement in text.
  9. Generate and respond logically to literal, inferential, evaluative, synthesizing, and critical thinking questions about the text(s).

12.5

The student will read, interpret, analyze, and evaluate a variety of nonfiction texts.
  1. Use critical thinking to generate and respond logically to literal, inferential, and evaluative questions about the text(s).
  2. Identify and synthesize resources to make decisions, complete tasks, and solve specific problems.
  3. Analyze multiple texts addressing the same topic to determine how authors reach similar or different conclusions.
  4. Recognize and analyze use of ambiguity, contradiction, paradox, irony, overstatement, and understatement in text.
  5. Analyze false premises claims, counterclaims, and other evidence in persuasive writing.

Other Related Standards

National MBAResearch Standards-Business Administration

Acquire foundational knowledge of business laws and regulations to understand their nature and scope.

 

Exhibit techniques to manage emotional reactions to people and situations.

 

Identify with others' feelings, needs, and concerns to enhance interpersonal relations.

 

Implement quality-control processes to minimize errors and to expedite workflow.

 

Understand operation's role and function in business to value its contribution to a company.

 

Understand the fundamental principles of money needed to make financial exchanges.

 

Understand the nature of business to show its contributions to society.

 

National MBAResearch Standards-Marketing

Acquire a foundational knowledge of selling to understand its nature and scope.

 

Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer.

 

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.