Part of Lesson Plan: Secret Shopper

Activity Overview / Details

Use the Powerpoint to teach or review the important aspects of Service: The Heart of Hospitality. Students are instructed on how to become a Customer-Focused Employee. Teacher notes can be found on some of the powerpoint slides.

Slides 7 - 10 discuss Hospitality with the lens of Maslow's Hierarchy of Human Needs. If you are not familiar with this theory or need a refresher course please google it or go to this website http://psychology.about.com/od/theoriesofpersonality/a/hierarchyneeds.htm

Slides 14 - 20 give the specifics of what customer-focused employees "look like". These are  the qualities students will be looking for in their Secret Shopper Homework.