HMGT: Streaming Videos

Films on Demand (20 min)
This program provides several strategies to improve customer service, outlines the factors that may influence customer needs, and describes the traits and behaviors that are most important to cultivate when working with the public. The video also discusses servicescape, SERVQUAL, and service recovery; the benefits of good customer service in terms of both return business and employee morale; and the role of management in maintaining high customer service standards.

Films on Demand (22:23 min)
This program interviews a number of people who work in the hospitality industry and deal frequently with the public. Highlighted occupations include receptionist, bellhop, duty manager, and food-and-beverage staff. Each section illustrates and describes the skills necessary for each job and the tasks commonly expected to be carried out.

Films on Demand (25 min)
This video will help learners: identify areas where complaint-handling skills need improvement; specify actions and features which lead to successful complaint handling; recognize the importance of professionally handled complaints; describe five key tactics to use when handling complaints; and devise an action plan to develop complaint-handling skills