HOSP8222 - Servicing the Global Customer (in Japanese)

Kapiolani Community College - CECS

Course Description

This course will help learners understand the reasons people from all over the world travel to Hawai'i and their expectations of service. It also explores the historical significance of ho’okipa or “hospitality”, how it is practiced in ancient Native Hawaiian culture, and how these traditions can be respectfully applied within the service industry. In addition, learners will expand both internal and external guest service skills to include delivering exceptional hospitality to a diverse and global audience.

Course Outline

For potential tour guides registering for 40-hour tour guide certification program:

Module 1-Introduction to Hawaii's Visitor Industry
Module 2-Foundations of Hawai'i
Module 3-Ho'okipa Me Ke Aloha

For existing tour guides registering for 38-hour certification program:

Module 1-Introduction to Hawaii's Visitor industry (optional)
Module 2-Foundations of Hawai'i
Module 3-Ho'okipa Me Ke Aloha

For all other learners, no prerequisites is necessary, however Foundations of Hawai'i and Ho'okipa Me Ke Aloha are highly recommended.

Learner Outcomes

At the end of this course, you will be able to:

Understand the history and meaning behind the ho'okipa cultural value
Identify customer service components of "gracious hospitality with Aloha"
Apply ho'okipa to their role in the service industry
Demonstrate cultural awareness in working with other cultures
Explain and demonstrate customer service standards when dealing with diverse customers
Define standards for both internal and external guest service
Anticipate needs to provide exemplary service
Solve problems while dealing with service complaints
Resolve conflict with both internal and external customers

Employment Training Funds available: http://labor.hawaii.gov/wdd/home/employers/etf/micro/

Applies Towards the Following Certificates

State of Hawaii Certification for Tour Drivers and Guides