Deliver exceptional guest and customer service to different types of customers in the hospitality industry • List the benefits having a good reputation in the hospitality industry • Understand organizational guest and customer service policies and procedures • Indentify qualities and attributes required in the guest and customer service role especially grooming and etiquette • Explain Communication types and the importance of effective responding to customers’ needs, expectations and complaints

Describe different types of guests and customers in the hospitality industry •Describe the benefits of a hotel or restaurant of having a guest and customer service • Describe the purpose of different organisational customer service policies and procedures • Explain how an organisation can build a good reputation with guests and customers in the hospitality industry , and the opposite case • Describe how to present a professional and knowledgeable image to guests and customers • Explain and practice different communication methods and their effects on guests and customers

Presentation (40%) Written Exam (50%) Attendance (10%)