Tourism 10, 20, 30

(a)	Reflect on what it means to provide quality customer service within the accommodation industry.
(b)	Research ways that the accommodation industry can effectively serve customers with diverse backgrounds (e.g., cultural, social and demographic) and with diverse needs (e.g., accessibility, communication and mobility).
(c)	Role-play scenarios for providing quality customer service in the accommodation industry.
(d)	Differentiate between front of house (e.g., front desk clerk and concierge) and back of house (housekeeper, maintenance staff and reservations staff) positions within an accommodation business and describe their respective roles.
(e)	Examine the importance of good communication, interpersonal skills and safety for workers in the accommodation industry.
(f)	Explain factors (e.g., excellence in customer service, location and marketing of property) that impact the success of accommodation properties.
(g)	Identify sustainable practices used by the accommodation industry.
(h)	Research strategies (e.g., confidentiality, security of valuables and dealing with common emergency situations) for managing the safety and security of guests in a variety of accommodation facilities.
(i)	Discuss the importance of a risk mitigation plan including communication strategies to ensure the safety and security of both employees and patrons in response to unforeseen events (e.g., natural disaster or security threat).