1. 1.03
Understand how inter-organizational systems operations impact products and services offered at hospitality and tourism destinations.

2. Notebook Vocabulary

3. Front of House Operations
Ensure Consistent Guest Interaction
Food and Beverage
Front Desk operations
Hotel Management

4. Back of House Operations
Maintaining Guest Relations Behind the Scenes
Reservations
Housekeeping
Maintenance/Engineering
Hotel Management

5. What not to do!!!

6. Customer Satisfaction Scenarios
A customer determined he was dissatisfied with his meal, soon after the server delivered it to his table. He waited for over 30 minutes for this meal. After testing his meal, he realized that it is cold. Who should address the concerns for this situation and possible actions to implement?
A group of riders got stuck on a rollercoaster. To them, it appeared to be the hottest day of the summer. After finishing the ride, many of the riders demanded a refund. Due to some of the riders becoming dehydrated, they needed medical assistance. Who should address the concerns for this situation and possible actions to implement?
A woman arrived at her hotel and then had to wait one hour before she could access her sleeping room. Once her room became available, she determined that it had not been cleaned properly. She became very upset, especially since she had traveled over 8 hours and was ready to relax. She strongly considering going to another hotel located across the street. Who should address the concerns for this situation and possible actions to implement?

7. Departments, Back/Front, and Examples