Customer Experiences: All About Arie

Lesson Content

• Lesson Plan Template:

  CTE Lesson Plan

• CTE Course Info and Benchmark Notes

  
  

  Program Name:

  Hospitality and Tourism Management

  Course Title:

  Introduction to Hospitality and Tourism

  Course Number:

  8850110

  Career Cluster:

  Hospitality and Tourism

  CIP Number:

  0252090101

  Course Type:

  Career Preparatory

  CTE Standard(s) or Benchmarks:

  • 2.05 Identify current and emerging trends in the hospitality and tourism industry.
  • 5.06 Explain the objective of providing seamless guest experiences.

• Unit Outline

  
  

  This lesson is designed to be used with the case study, “All ABout Arie.” See CPALMS resource ID#209306.

• Career Connection

  
  

  Students will discuss the importance of good interpersonal communication for interactions between staff and customers in hospitality and explore the importance of quality customer service aimed at yielding customer satisfaction. Students also can practice organization skills, computer literacy skills required to collect, store, and retrieve a guest’s information, discuss best practices for creating a seamless guest experience and use time management to prioritize tasks to finish in a timely manner.

• Learning Objectives

  
  

  Students will be able to:

  • Identify emerging trends in the hospitality industry.
  • Explain how emerging trends in the hospitality industry affect the way services/products are developed/structured to meet the needs and wants of guests/consumers.
  • Explain the importance of using personal information to provide guests with a seamless/personalized experience while simultaneously handling the information with a high level of confidentiality/integrity.
  • Use proper writing conventions, spelling, and grammar to create a print-ready disclaimer policy for a case study.

• Prior Knowledge

  
  

  Students should be familiar with/able to:

  • The difference between personal data and personal information.
  • Data collection methods (e.g., surveys, social media, purchase history, chatbots, subscriptions, and industry software).

• Guiding Questions

  
  
  • What are current trends for collecting guest/client information that guests/clients should be aware of?
  • How might privacy of information impact customer experience?

• Procedure

  
  
  1. To introduce the lesson, begin with the following question as a lesson opener.
     • “How much personal information in the hands of a service/product provider is too much?” Give the students a few minutes to explore their thoughts and answer. Pick multiple students to share and discuss their opinions.
  2. Next, display the Needs, Wants, and Preferences task. Ask students to direct their attention to the question, “What do you like?” along with the five statements displayed. Distribute a sticky note to each student.
     • Ask students to write the statement shown that resonates with them (i.e., grabs their attention the most) at the top of their sticky note.
     • At the bottom or on the back of the sticky note, ask students to write how they would share this information with family, friends, peers, etc.
     • Designate a space for each answer (can be corners of the room and the middle) and have students with similar responses move to that space and briefly share their thoughts. Allow members from each group to share out with the whole class.
     • Instruct students to keep these ideas in mind as they read the case study. This will help students create the connection between wants, needs and how we communicate them consciously and even unconsciously, at times.
  3. Pass out case study, “All About Arie,” (see CPALMS resource ID #209306) and have students read through it independently. Guide students through a discussion by asking the following questions:
     • Based on this scenario, what information can we gather about Arie?
     • How strong of a role do you feel technology plays in the gathering of personal information?
     • How would you feel if you were to find yourselves in Arie’s shoes?
  4. Pass out the lesson graphic organizer (see attachments). Then, have students read through the case study again by themselves and complete the graphic organizer.
  5. Next, have students form small groups by joining other students who identified the same “like” as them based on the statement they chose at the beginning of the lesson. Students will work together to develop a written disclaimer for Bello Sol Resort to provide guests that outlines how they collect, access, and use guest/client data from their customer relations management (CRM) system.
     • The policy must be ethically sound and promote positive guest/client experiences.
     • The policy must also be ‘print-ready,’ meaning that student groups should proofread for spelling, grammar and punctuation errors and treat this as a written policy that a resort would provide to customers.
  6. At the end of the class, have students complete the Exit Ticket (see attachments), which asks students to reflect, connect with and summarize their understanding of the lesson.

• Teacher Notes

  
  
  • Make sure to have sticky notes on the tables for every student during the Needs, Wants, and Preferences activity.
  • You may want to designate spaces for each statement in the Needs, Wants, and Preferences activity. You could run it like a “4-corners” activity but add a spot in the middle of the room for the 5th choice.
  • For the small group activity, it is recommended for groups not to exceed 3 students. It may be helpful to have students form groups based on their responses to the Needs, Wants, and Preferences activity, but this is not necessary if you have another method of selecting groups.

• Optional

  
  

  Formative Assessment Ideas:

  • The graphic organizer can be used to formatively assess student identification of the ways in which industry businesses can provide quality experiences appropriately.

  Summative Assessment Ideas:

  • Use the written policy created in groups to assess student understanding of emerging trends for customer satisfaction that safeguard privacy.

  Extension Ideas:

  • Expand on the use of technology. Have students look at their social media posts and identify at least one where they exposed personal data somehow.