Hospitality Management

Business Law

Customer Relations

Emotional Intelligence

Market Planning

Information Management

Operations

Professional Development

Pricing

Product/Service Management

Promotion

Selling

Acquire knowledge of commerce laws and regulations to continue business operations.

Foster positive relationships with customers to enhance sales.

Resolve conflicts with/for customers to encourage repeat business.

Reinforce company's image to exhibit the company's brand promise.

Develop personal traits to foster career advancement.

Select target market appropriate for product/business to obtain the best return on marketing investment (ROMI).

Utilize information-technology tools to manage and perform work responsibilities.

Acquire information to guide business decision-making.

Collect secondary business data to ensure accuracy and adequacy of information for hospitality and tourism decision-making.

Implement safety procedures to minimize loss.

Implement security policies/procedures to minimize chance for loss.

Acquire foundational knowledge of distribution to understand its role and function.

Acquire industry knowledge to aid in making career choices.

Acquire information about hospitality and tourism to aid in making career choices.

Develop a foundational knowledge of pricing to understand its role.

Acquire a foundational knowledge of product/service management to understand its nature and scope.

Apply quality assurances to enhance product/service offerings.

Employ product-mix strategies to meet customer expectations.

Position company to acquire desired business image.

Position products/services to acquire desired business image.

Acquire a foundational knowledge of promotion to understand its nature and scope.

Acquire a foundational knowledge of selling to understand its nature and scope.

Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer.

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.

Employ sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales.

Implement support activities to facilitate the selling process.

Collect payment from customer to complete customer transaction.

Explain the nature of regulations affecting the hospitality and tourism industry

Explain the importance of meeting and exceeding customer/guest expectations

Anticipate unspoken customer needs

Accommodate special needs/specific requests of customers

Process customer/guest orders

Identify strategies to manage customer experience during peaks in demand

Maintain service standards during peaks in demand

Describe customer-service challenges in the hospitality and tourism industry

Resolve hospitality and tourism related conflicts for customers

Explain the nature of guest recovery

Explain the nature of customer service in the hospitality and tourism industry

Identify factors affecting customer-service practices in hospitality and tourism

Identify factors associated with positive customer experiences

Deliver positive moments of truth

Describe personal traits important to success in hospitality and tourism

Explain the concept of market and market identification

Identify ways to segment hospitality and tourism markets

Explain ways that technology impacts the hospitality and tourism industry

Explain the need for hospitality and tourism business information

Describe current issues and trends in the hospitality and tourism industry

Obtain business information from customer databases

Handle emergency situations in hospitality and tourism

Provide first-aid

Explain security considerations in the hospitality and tourism industry

Identify credit card fraud prevention methods

Explain the nature of identity theft controls

Explain the nature and scope of distribution

Explain the concept of place (distribution) in the hospitality and tourism industry

Explain the relationship between customer service and distribution

Describe the nature of the hospitality and tourism industry

Describe the development of the hospitality and tourism industry

Explain the roles and responsibilities of hospitality and tourism organizations

Explain career opportunities in hospitality and tourism

Explain the nature and scope of the pricing function

Explain the concept of price in the hospitality and tourism industry

Explain the concept of product in the hospitality and tourism industry

Explain the nature and scope of the product/service management function

Explain guarantees in hospitality and tourism

Describe services offered by the hospitality and tourism industry

Explain the concept of product mix

Describe the nature of product bundling

Explain the nature of corporate branding

Describe the role of customer voice in hospitality and tourism branding

Explain the nature of product/service branding

Communicate core values of product/service

Explain the role of promotion as a marketing function

Explain the types of promotion (i.e., institutional, product)

Identify the elements of the promotional mix

Describe the concept of promotion in the hospitality and tourism industry

Explain promotional methods used by the hospitality and tourism industry

Explain the nature and scope of the selling function

Explain the role of customer service as a component of selling relationships

Explain company selling policies

Acquire product information for use in selling

Explain the selling process

Establish relationship with hospitality and tourism customer/guest

Determine hospitality and tourism customer/guest needs

Explain factors that motivate people to choose a hospitality and tourism site

Recommend hospitality and tourism services

Process telephone orders in hospitality and tourism

Process special orders in hospitality and tourism

Sell gift certificates in hospitality and tourism

Process complimentary offers and coupons/discounts

Process sales transactions (e.g., cash, credit, check)