Industry & Customer Service
Contents:
• Introduction to the hospitality industry
• Communication skills
• Cultural and social differences in communication
• Customers with diverse backgrounds
• Handling complaints
• Handling difficult customers
• Legal and ethical issues
• Sales and marketing
• Promotions and advertising
• Marketing design brief
• Table settings and cutlery
• Service of food and beverages
• Service of alcohol
• Tea and coffee
• Glossary of terms
• Teacher's notes and preparation tips