Study Guide

Objective

Students will be able to explain the concepts of service and hospitality and apply them in practice. Students will be able to identify their own role in service tasks, adapt to different customer service situations and evaluate the customer service pathway.

Content

Structured service system
Hospitality ( Five dimensions)
Customer service and roles at work
Occurrence (eg. interaction nonverbal and verbal communication)
Basics of a convincing presentation
Meeting the customer and challenging customer service situations
Path of Customer service
Mystery Shopping

Evaluation scale

0 - 5

Assessment criteria, excellent (5)

The student can proficiently and comprehensively utilize the concepts of service expertise and hospitality.
The student can integrate the knowledge and skills acquired into coherent wholes: able to act in a customer-centric, goal-oriented, and workplace-developing manner.
The student can operate independently, responsibly, proactively, and flexibly in any learning and operational environment.

Assessment criteria, good (3)

The student can identify, describe, and justify the concepts of service expertise and hospitality.
The student can select appropriate methods in customer-centric and goal-oriented workplace situations.
The student can operate independently and responsibly in various learning and operational environments.

Assessment criteria, satisfactory (1)

The student can utilize key individual concepts of service expertise and hospitality.
The student can act appropriately, although the actions are still uncertain.
The student can operate under guidance adequately in various learning and operational environments.