1. 4.02 UNDERSTAND FOSTERING RELATIONSHIPS WITH CLIENTELE FOR THE HOSPITALITY AND TOURISM DESTINATIONS.

2. Customer Satisfaction J.D. Power 2014 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. Security Breach……………….

6. How to Handle Customer Complaints

7. Read HospitalityServices - pp. 27-35 Answer Questions – 7 – 10 in your notebook Have Mr. Neumann Check Answers

14. Research the effects customer service has on a local hospitality and tourism destination. Does the company have a customer service department or manager? What are the company’s customer service policies?