1. 4.02 Understand fostering relationships with clientele for the hospitality and tourism destinations.

2. Customer Satisfaction
J.D. Power 2015 North America Hotel Guest Satisfaction Index Study

3. Customer Complaints Internet. Noise. Hotel room maintenance.
Room cleanliness, Room smell, Heating, Ventilation

4. Cleanliness at Hotels…….

5. 4.02 Understand fostering relationships with clientele for the hospitality and tourism destinations.

6. How to Handle Complaints

7. How to Handle Customer Complaints

15. 1. Read Hospitality Services - pp. 27-35
Answer Questions – 7 – 10 in your notebook
Have Mr. Neumann Check Answers
2. Customer Service Test on Google Classroom

16. CUSTOMER SERVICE ROLE PLAY