Lesson Plans
- Secret Shopper (Lesson Plan) (CC BY-NC-SA)
Pros: One-hour secret shopper activity emphasizing the importance of quality customer service.
Cons: Links to several other resources which may not be openly licensed or accessible. Requires students to go to a retail or foodservice establishment in person. - Speaking Without Talking – Non Verbal Communication (Lesson Plan) (CC BY-NC-SA)
Pros: 55-minute activity emphasizing the importance of non-verbal communication.
Cons: Geared toward K12. Links to several other resources which may not be openly licensed or accessible. - How Assertive Are You? Communication Styles (Lesson Plan) (CC BY-NC-SA)
Pros: 55-minute activity explores different communication styles.
Cons: Geared toward K12. Links to several other resources which may not be openly licensed or accessible. - Do You Have a Future in Customer Service? (Lesson Plan) (CC BY-NC-SA)
Pros: 55-minute activity explores customer service skills within the hospitality industry.
Cons: Geared toward K12. Links to several other resources which may not be openly licensed or accessible.
Videos and Courses
- Health and Wellness Ideas in the Workplace (Video) (CC BY 4.0)
Pros: 3-minute video takes a look at ideas to improve health and wellness in the workplace that will benefit employees and the bottom line.
Cons: Made before COVID so does not factor those concerns in. - Writing Effective Goals for Employee Motivation (Video) (CC BY-NC 4.0)
Pros: Video presentation explores motivating employees by developing effective goals.
Cons: Made before COVID so does not factor those concerns in. - Saylor PRDV 225: Managing Employees (Course & Certification) (CC BY 4.0)
Pros: 5-hour course guides students through the concepts of motivation, empowerment, and conflict resolution and provides an opportunity to take an exam to earn a certification.
Cons: Large time commitment. - Saylor CUST 105: Customer Service (Course & Certification) (CC BY 4.0)
Pros: 40-hour course guides students through detailed customer service training, includes a final project of creating a service training manual, and provides an opportunity to take an exam to earn a certification.
Cons: Large time commitment. - Saylor PRDV 104: Professional Etiquette (Course & Certification) (CC BY 4.0)
Pros: 6-hour course guides students through the concepts of courtesy, communication, and diversity in the workplace and provides an opportunity to take an exam to earn a certification.
Cons: Large time commitment.
Freely Available Copyrighted Resources
- Kindness is not 86’d: The Spirit of Hospitality in a World of COVID-19 (Article)
License: BHR is an open-access journal, which means that all full-text articles are freely available for users and institutions to read, download, copy, distribute, print, search, link to, or use for any other lawful purpose.
Pros: Gives a current look at customer service during a pandemic.
Cons: May only be relevant for a short time. - Five Actions That Increase Organizational Performance: Insights from Three Hospitality Leaders (Article)
License: BHR is an open-access journal, which means that all full-text articles are freely available for users and institutions to read, download, copy, distribute, print, search, link to, or use for any other lawful purpose.
Pros: Provides tips for building strong organizations.
Cons: Written before COVID so does not factor those concerns in. - Family, Team or Something Else? (Article)
License: BHR is an open-access journal, which means that all full-text articles are freely available for users and institutions to read, download, copy, distribute, print, search, link to, or use for any other lawful purpose.
Pros: Explores the concepts of unity and culture in hospitality organizations.
Cons: Written before COVID. May not reflect current industry norms. - The Necessity of Error Management Training in the Hospitality Industry (Article)
License: BHR is an open-access journal, which means that all full-text articles are freely available for users and institutions to read, download, copy, distribute, print, search, link to, or use for any other lawful purpose.
Pros: Discusses the importance of training employees how to handle errors.
Cons: Written before COVID. Discussing the importance of EMT, not actual solutions. - Failure is Not Fatal: Actionable Insights on Service Failure and Recovery for the Hospitality Industry (Article)
License: BHR is an open-access journal, which means that all full-text articles are freely available for users and institutions to read, download, copy, distribute, print, search, link to, or use for any other lawful purpose.
Pros: Explores the concept of service failure recovery and its impact on customer relationships.
Cons: Written before COVID.