This course is designed to prepare participants for employment in the hospitality and retail industries by exploring industry scope, operations, customer service, and specialized segments of the industry. It has integrated career preparation standards including basic academic skills, communication, interpersonal skills, problem-solving, workplace safety, technology, and employment literacy. At the end of the course, learners will be able to:

• Describe the scope of the hospitality industry and its economic impact at the local, national, and international levels.
• Explain the implications that globalization presents for hospitality managers.
• Cite opportunities for education, training, and career development in the customer service industry.
• Explain the relationship between lodging and food and beverage operations as they relate to the industry.
• Illustrate products, procedures, and equipment using industry terminology.
• Demonstrate an assortment of communication and decision-making skills.

This course will explain the importance of customer service and the benefits of providing excellent customer service, such as enticing new visitors, boosting repeat business, and encouraging good word-of-mouth, as well as understanding the best practices and trends for successful customer service in the industry. Final assessments will cover customer service retention.