Hospitality and Tourism Management
Stone Hall, Room 106
700 W. State Street
West Lafayette, Indiana 47907-2059

Phone: (765) 494-4643
Fax: (765) 494-0327
E-mail: htm@purdue.edu

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Course Description

Covers aspects of the relationship between guest service departments in a hotel and the housekeeping department in maintaining positive guest relations. Principles and practices along with the functions and responsibilities of departments will be examined as they relate to guest services.

Pre-requisite

Hospitality and Tourism Management majors only; and HTM 18100.

Course Objectives

• Executive Housekeeping Management
  • Define the importance of housekeeping in the lodging or institutional setting.
  • List the areas of housekeeping responsibility.
  • Describe the activities in a housekeeping operation.
  • Describe labor issues which effect the performance of the Executive Housekeeper.
  • Describe the proper procedures, materials and equipment for maintaining a lodging facility.
  • Compare in house laundry service versus an outside laundry service and what benefits each offers to the Executive Housekeeper.
  • Explain training methods and incentive programs to ensure quality controls
• Guest Service Management
  • Understanding what a Service Plan is and how it is used in the hospitality industry.
  • Describe what an Action Plan is and what effect it has on providing service.
  • Describe the 3 types of "Promises" we make to our guests.
  • Understand the 3 Rules of Great Service.
  • List the four points of Great Service.
  • Describe methods used to track guest satisfaction and their role to management.
  • Apply concepts and skills gained during the lecture portion of the class to the experimental laboratories.
  • Describe the steps in dealing with a difficult customer.
  • Describe the myths about service, and how the hospitality industry can overcome them.
  • Describe the five things hospitality businesses must do in order to excel at service.
  • Describe the three laws of service.
  • List the seven basic customer expectations for customer contact personnel.
  • List the seven deadly sins of customer service.
  • Describe the characteristics of the modern service organization.
  • List the elements of a service strategy.
  • Define and give an example of core services, peripheral services, visible services and invisible services.
  • List and describe the three laws of internal service
    

Instructor Information

Howard Adler, EdD
Office: Stone 152D
Phone: (765) 494-5998
E-mail: adlerh@purdue.edu