Link between topics

The picture above shows the links between the topics that were covered in the lectures and modules. As you can see, the topics covered revolves around two main parties- the service provider and customers.

1. Service Provider
Before we can offer excellent service to customers, we have to look professional to give a good and lasting impression as we represent our company or hotel during our first encounter with customers. Professional Presence prepares us for this as we learnt about the appropriate attire at different occasions and the correct business etiquette during the initial meeting, phone call or email. Corporate Politics teaches us how to protect ourselves against politics and how to get people on our side as well as tips that will be useful for us in the corporate world.

The type of service that a hotel or company provides for the customer and the way they provide their services depends on the company's service culture, and that's when Building a Service Culture comes in. How the people in the company are trained depends on the culture of the company. Art of corporate entertainment shows the appropriate behaviour and dining etiquette when entertaining customers like having a business meeting during lunch. Hence, it is one of the steps to take when we want to make business deals with customers.

2. Customer
Customer Perception and Delighting the Customer allows us to understand how customers want to be treated and what we should do in order to delight customers. 'Think like the owner and act like the owner" (McDonnell & Intagliata, 2002) improve employees' morale as well as they can think and act as the owner. By understanding what the customers want, we can reach out to them better by working on fulfilling their needs.

In conclusion, this module is definitely useful to me especially during my internship as it will be my first step to the working world. BESE provides me with the knowledge that I need to know so that I will look professional and know how to act during different situations. For example, if I work in the hotel industry in the future, I would be more confident during the service encounter with guests as I can make use what I have learnt in BESE. If the guest keeps tapping or drumming his fingers, it means he is impatient and I have to complete the task quickly or suggest an alternative that is able to turn things over.