HMD 220 - Mod 1 study guide verified to pass 2026
1. Service
Stan-dards These are the rules of service engagement that guide behavior. These
can be both the "way of being."
Example - Smile and eye contact or technical requirements like "greet the
guest within two minutes of arrival."
2. Service Ethos This is the service culture of an organization; the service values,
standards, and expectations of service.
3. On the Job Training commonly used in hospitality that involves shadowing the
Train-ing (OJT)
trainer in order to learn the job. E.g. a server follows a seasoned server
to learn the requirements of their new position.
4. Training Checklist A list of activities a trainee is required to know and do at the end of
their training period.
5. Ethose According to Merriam Webster:
"The distinguishing character, sentiment, moral nature, or guiding beliefs
of a person, group, or institution."
6. Back of -The "back stage or ott stage" component of customer service.
House (BOH)
-This is the action that happens behind the scenes in support of the
service.
7. Service -For example, A BOH employee might work in uniform control or
Promise or
Service Vision
the kitchen. Some organizations have a service promise to guide
the service ethos.
8.
Example - "We create one-of-a-kind
experiences" or
"We deliver gracious hospitality"
, HMD 220 - Mod 1 study guide
Front of -The "on stage" component of customer service. This is everything
House (FOH)
the customer sees and interacts with.
-Front of house employees interact directly with the customer.
-This could be the waiter in the restaurant, or the front desk agent in the
9. Training
Manual notes hotel.
-Most of the training conducted in the Hospitality Industry is
completed on the job.
-Computer or menu training may take place out of the guest's view, but
job shad-owing is the most common way we teach new employees their
job requirements. (This becomes a challenge when busy)
10. Checklist Notes - First, it ensures the trainer covers the most important aspects of the
position.
-While training OTJ it's easy to forget details.
-Secondly, the checklist serves as a guide for what needs to be
covered with the new employee each day; training can be
overwhelming.
-If training is too complicated and confusing, the new employee will
feel like a failure and become insecure in the processes.
-Finally, the checklist can be used as an assessment tool for the trainee.
-Trainee is typically asked to sign the checklist only if they feel
confident with each procedure!
11. FOH & BOH Front of House examples:
ex- -Revenue Manager
amples -Pool Attendant
-Lobby Greeter
-Accounts Payable/Receivable
1. Service
Stan-dards These are the rules of service engagement that guide behavior. These
can be both the "way of being."
Example - Smile and eye contact or technical requirements like "greet the
guest within two minutes of arrival."
2. Service Ethos This is the service culture of an organization; the service values,
standards, and expectations of service.
3. On the Job Training commonly used in hospitality that involves shadowing the
Train-ing (OJT)
trainer in order to learn the job. E.g. a server follows a seasoned server
to learn the requirements of their new position.
4. Training Checklist A list of activities a trainee is required to know and do at the end of
their training period.
5. Ethose According to Merriam Webster:
"The distinguishing character, sentiment, moral nature, or guiding beliefs
of a person, group, or institution."
6. Back of -The "back stage or ott stage" component of customer service.
House (BOH)
-This is the action that happens behind the scenes in support of the
service.
7. Service -For example, A BOH employee might work in uniform control or
Promise or
Service Vision
the kitchen. Some organizations have a service promise to guide
the service ethos.
8.
Example - "We create one-of-a-kind
experiences" or
"We deliver gracious hospitality"
, HMD 220 - Mod 1 study guide
Front of -The "on stage" component of customer service. This is everything
House (FOH)
the customer sees and interacts with.
-Front of house employees interact directly with the customer.
-This could be the waiter in the restaurant, or the front desk agent in the
9. Training
Manual notes hotel.
-Most of the training conducted in the Hospitality Industry is
completed on the job.
-Computer or menu training may take place out of the guest's view, but
job shad-owing is the most common way we teach new employees their
job requirements. (This becomes a challenge when busy)
10. Checklist Notes - First, it ensures the trainer covers the most important aspects of the
position.
-While training OTJ it's easy to forget details.
-Secondly, the checklist serves as a guide for what needs to be
covered with the new employee each day; training can be
overwhelming.
-If training is too complicated and confusing, the new employee will
feel like a failure and become insecure in the processes.
-Finally, the checklist can be used as an assessment tool for the trainee.
-Trainee is typically asked to sign the checklist only if they feel
confident with each procedure!
11. FOH & BOH Front of House examples:
ex- -Revenue Manager
amples -Pool Attendant
-Lobby Greeter
-Accounts Payable/Receivable
