This course provides students with the basic concepts and current trends in the hospitality guest service industry as well as an overview of the industry on a provincial, national, and global scale. Special areas of emphasis include problem solving, coping with challenging customers and using communication strategies to demonstrate excellence in customer service. Research of trending topics in the hospitality industry, group and individual work will provide the students an opportunity to become confident at effectively communicating and delivering exceptional guest service to both internal and external guests and students will receive a SuperHost® certificate upon completion of this course.
Course code: HOSP 1410
Credits: 3.0
Tuition: $0
Length: 45.0 hours
Course outline:
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https://www.vcc.ca/vccphp/courseoutline?subject=HOSP&number=1410
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Schedule †
Course dates and times may vary throughout the term. Select the CRN number below to see a full schedule.
| CRN # | Dates |
Day/Time/Location |
Instructor |
| 71473 | September 3, 2024
to December 16, 2024 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 71478 | September 3, 2024
to December 16, 2024 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 71483 | September 3, 2024
to December 16, 2024 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 71463 | September 3, 2024
to December 16, 2024 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 71468 | September 3, 2024
to December 16, 2024 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 41361 | January 6, 2025
to April 25, 2025 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 41386 | January 6, 2025
to April 25, 2025 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 41403 | January 6, 2025
to April 25, 2025 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
| 41355 | January 6, 2025
to April 25, 2025 | See full schedule
Delivery: In Person
Location: VCC Downtown Campus | Kaplan, Belinda |
Additional Information
- Customer service
- Principles of hospitality management and role of industry (Orange book of success)
- Solving problems with customer service
- Guest experience, customer expectations and communication strategies
- Service recovery and dealing with guest complaints
- Inter-cultural communication
- Motivation, leadership, conflict and relationship management to improve customer service
- Delivering diverse service and communicating appropriately
- The origin of stereotypes and how to avoid them
- Technology and trends in customer service
- Excellence in guest service
To learn more about the PLAR pathways for this course review the Hospitality Management Diploma Program Content Guide.
* The amount shown is the approximate cost of tuition (for courses with tuition) or fees (for courses that do not have tuition).
Tuition and Fees are approximate and subject to change. Students are required to pay any applicable fee increases. Fees listed are for domestic students. For international programs, visit VCC International.
† This information is intended as a guideline only. Program and course details are subject to change with the approval of VCC's Board of Governors.
