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Ch 5: Customer Service & Housekeeping

About This Chapter

Gain a deeper understanding of customer service and housekeeping practices to enhance your career within the hospitality and tourism field. These short and engaging lessons provide you with opportunity to learn effective techniques and industry standards from experienced professionals.

Customer Service & Housekeeping- Chapter Summary

This chapter is dedicated to helping you understand processes and standards in housekeeping and customer service for hospitals, hotels and restaurants. Lessons address such topics as training methods, checklists and management procedures. You will develop knowledge as to why these aspects of hospitality management are important and how they contribute to the success of various types of establishments.

Lessons might be presented in short videos or texts that are accessible at any time on any device. Printable text transcripts are handy reference tools and you can also contact instructors to ask questions about any lesson content. Take self-assessment quizzes to determine how much you have attained from about each topic.

How It Helps

Having a better understanding of customer service and housekeeping practices can be important if you hope to advance in your hospitality career. Effective customer service and housekeeping techniques can result in greater demand for your establishment's services and show that you are a valuable asset to your employer.

Skills Covered

By the end of this chapter, you'll be able to:

  • Explain the standards of hotel and hospital housekeeping
  • Conduct a night audit
  • Train employees in restaurant customer service techniques
  • Cite examples of restaurant customer service practices
  • Understand the importance of housekeeping within the hospitality industry

6 Lessons in Chapter 5: Customer Service & Housekeeping
Housekeeping in the Hospitality Industry

1. Housekeeping in the Hospitality Industry

One of the vital parts of the hospitality industry is the housekeeping department. This lesson will explain the role of the housekeeping department, basic functions, standards and expectations, and supervisory responsibilities in housekeeping.

Hotel Housekeeping: Standards & Checklist

2. Hotel Housekeeping: Standards & Checklist

This lesson will review hotel housekeeping standards to aid in providing high levels of customer satisfaction. We will discuss the importance of focusing on room comfort and safety with housekeeping checklists.

Hospital Housekeeping: Training, Standards & Checklist

3. Hospital Housekeeping: Training, Standards & Checklist

This lesson will discuss the benefits of hospital housekeeping and the importance of standards for housekeeping employees. This lesson will also review a checklist to ensure staff compliance with high standards.

What is a Night Audit? - Duties & Procedures

4. What is a Night Audit? - Duties & Procedures

A hotel night auditor is responsible for ensuring the accuracy of hotel accounting records at the end of each business day. In this lesson, let's examine the duties and procedures of Jerry, a night auditor for a busy hotel in a resort town.

Restaurant Customer Service: Standards & Examples

5. Restaurant Customer Service: Standards & Examples

This lesson will review some of the standards restaurants can implement to promote excellent customer service. We'll also explore the do's and don'ts in setting standards for restaurant customer service.

Working in Restaurant Customer Service: Tips & Training

6. Working in Restaurant Customer Service: Tips & Training

Working in a restaurant requires a unique set of skills and training. This lesson will take a look at customer service tips for restaurants and training.

Final Exam
Hospitality & Tourism Management Training
This course currently has no final exam ready
Chapter Exam

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