Running head: EXPECTATIONS & GOALS 1 EXPECTATIONS & GOALS 5 Expectations and Goals American Military University HOSP495 Expectations and Goals Hospitality and food service remains one of the best courses for me based on my past experiences. I have had a great experience over the past years within the hospitality management, particularly, food and beverage practice. One of the best things within this industry is that it has a myriad of challenges. These challenges are essential in strengthening an individual who is committed to achieve something in the end. These challenges relate to resources, recruitment and facility management. I believe that my past experience will allow me to focus on achieving the best out of this course. What I have learned is that for one to deliver in this course or food service education, the management programs must always respond to the changes within this industry as well as students’ needs. Students’ expectations and satisfaction of food and beverage management course remains important because it is what accurately reflects the educational experiences essential for students before joining the food and beverage industry. To begin, food and beverage as an operational discipline has been a basic segment of cordiality the hospitality training from the initiation of the neighborliness instruction. Indeed, pretty much every friendliness program offers somewhere around one course in sustenance and refreshment the executives that gives a kitchen and lounge area type condition (Sommerville, 2007). This is a basic issue since nourishment and drink training will have a genuine error between industry's present needs and graduate capabilities, since understudy needs and industry requests are always showing signs of change. The facts confirm that most understudies need to have experiential or reasonable hands-on work involvement since they trust it to be the best utilization of the hypothetical classroom content. My experience demonstrates that understudies selecting in foodservice activity programs are persuaded by expected word related and vocation results. Also, all accommodation and the travel industry education at colleges are not founded on similar educational programs. A few establishments put a more prominent accentuation on professional preparing through temporary jobs; others build up a scholarly way to deal with cordiality the board. In any case, the primary objective of all projects is to keep up the friendliness business’ intensity in both the scholastic and the professional components. Food and beverage instructional classes are valuable; however these courses have various issues due to resourcing, enrolling and office issues (Sommerville, 2007). For instance, working a sustenance and drink research facility has high segment of operational expenses, and it is hard to discover stable money related assets. Also, schools are gone up against with the testing assignment of making and keeping up an office that .

1. Running head: EXPECTATIONS & GOALS
1
EXPECTATIONS & GOALS
5
Expectations and Goals
American Military University
HOSP495
Expectations and Goals
Hospitality and food service remains one of the best courses for
me based on my past experiences. I have had a great experience
over the past years within the hospitality management,
particularly, food and beverage practice. One of the best things
within this industry is that it has a myriad of challenges. These
challenges are essential in strengthening an individual who is
committed to achieve something in the end. These challenges
relate to resources, recruitment and facility management. I
believe that my past experience will allow me to focus on
achieving the best out of this course. What I have learned is that
for one to deliver in this course or food service education, the
management programs must always respond to the changes
within this industry as well as students’ needs. Students’
expectations and satisfaction of food and beverage management
course remains important because it is what accurately reflects
the educational experiences essential for students before joining
the food and beverage industry.
To begin, food and beverage as an operational discipline has
been a basic segment of cordiality the hospitality training from
the initiation of the neighborliness instruction. Indeed, pretty
much every friendliness program offers somewhere around one

2. course in sustenance and refreshment the executives that gives a
kitchen and lounge area type condition (Sommerville, 2007).
This is a basic issue since nourishment and drink training will
have a genuine error between industry's present needs and
graduate capabilities, since understudy needs and industry
requests are always showing signs of change. The facts confirm
that most understudies need to have experiential or reasonable
hands-on work involvement since they trust it to be the best
utilization of the hypothetical classroom content. My experience
demonstrates that understudies selecting in foodservice activity
programs are persuaded by expected word related and vocation
results.
Also, all accommodation and the travel industry education at
colleges are not founded on similar educational programs. A
few establishments put a more prominent accentuation on
professional preparing through temporary jobs; others build up
a scholarly way to deal with cordiality the board. In any case,
the primary objective of all projects is to keep up the
friendliness business’ intensity in both the scholastic and the
professional components. Food and beverage instructional
classes are valuable; however these courses have various issues
due to resourcing, enrolling and office issues (Sommerville,
2007). For instance, working a sustenance and drink research
facility has high segment of operational expenses, and it is hard
to discover stable money related assets. Also, schools are gone
up against with the testing assignment of making and keeping
up an office that meets the present patterns of the business. This
requires a huge measure of venture.
At long last, my experience has made me to expect much more
difficulties over the long haul. So as to gauge understudies'
desires and fulfillment of nourishment and refreshment the
executives courses, an overview survey will be created
dependent on writing audit and meeting with sustenance and
drink the board courses' understudies. As a huge, dynamic and

3. developing industry, friendliness and the travel industry gives
huge chance to aspiring understudies who appreciate working
with individuals. The cordiality and the travel industry works in
a much focused condition. It is essential that those looking for
vocations as fruitful experts build up a solid business
establishment and client benefit abilities (Larkin, 2009). Alumni
of neighborliness and the travel industry the executives
programs are balanced with a mix of business and fundamental
abilities that are sought after with bosses.
It is clear that while hospitality or the accommodation and the
travel industry has generally been an industry that underlined
hands-on understanding, the focused idea of the business
presently requires a mix of involvement and advanced education
to construct an effective administration profession. The
friendliness and the travel industry offer copious open door for
understudies looking for professions in a dynamic, worldwide
industry.
References
Larkin, E. M. (2009). How to run a great hotel: Everything you
need to achieve excellence in the hotel industry. Oxford: How
To Books.
Sommerville, K. L. (2007). Hospitality employee management
and supervision: Concepts and practical applications. Hoboken,
N.J: Wiley.
Running Head: SERVICE EXCELLENCE 1
SERVICE EXCELLENCE 3

4. Service Excellence
American Military University
HOSP495
Service Excellence
For most associations, simply living up to their customer's
desires provides a decent ordeal. To make an extraordinary
experience you need to define which regions, customers most
esteem and surpass these parts of the customer experience
(Schermerhorn, 2012). Service esteem is entirely defined in the
guest’s mindset in the hospitality industry.
In attempting to attain service excellence, businesses and
organizations often miss the opportunities to match the
expectations of their customers. Employees in the hospitality
industry are not any different. I have observed, these workers
miss on opportunities to surpass their customers’ desires. First
time guests, for example, often expect pleasant rooms and
tasteful dinners which in specific events never coordinate the
costs. I have especially seen representatives failing to march
guests’ desires for professionalism and service delivery. A
lodging customer strolls in yet neglects to get served in time,
provoking the visitor to leave these premises. Another incident
is that of reception. Clients in the hospitality industry expect to
be welcomed in well in to the business premises. For instance,
guests expect to be welcomed into the rooms and even shown
where to sit. This is however, never the case in most times as
some of the employees sit comfortably as the guests walk in till
they begin calling all around to be served. This is popular in
hotels as you hear the shouts of ‘waiter! Waiter!’

5. In conclusion, most associations fall short of their customer
expectations. As such, it is imperative for the hospitality
ventures to consider comprehending and planning for its
objective clients prior to even entering their service setting, to
ensure an effective and charming experience.
References
Schermerhorn, J. R. (2012). Exploring management. Hoboken,
N.J: Wiley.
Running head: STRENGTHS AND OPPORTUNITIES 1
STRENGTHS AND OPPORTUNITIES 4
Strengths and Opportunities
HOSP495
American Military University
Strengths and Opportunities
For one to successful professionally, there are some principles
and practices one needs to adapt to ensure tasks and goals are
successfully achieved. Ability to organize and delegate,
flexibility and wits, and the capability to balance logic with

6. creativity are the main strengths I have at the moment. In my
profession, fine organizational skills are necessary as logical
demands of effective project management. I have learned the
difference between obsessively tidy and meticulously systematic
which spills off to become good team management. Flexibility
and wits make up the strength of being able to react to drastic
challenges that I may face in my professionalism. A high level
of flexibility requires me to be an eccentric thinker and develop
a courageous approach to challenges (Richardson & Earnhardt,
2015). The capability to balance logic with creativity is also
another strength that helps me in complicated situations in my
professional practice. I am required to see the bigger picture
and comprehend its individual elements.
Through the class and internship experience, I expect to
improve my communication mastery because it is also important
in all areas of my profession. Soft skills are important and
necessary because they help in negotiations and areas where
there is a need for persuasion. I also have an opportunity to
improve my leadership, competence, and experience. The class
and internship experience will improve my competence and
experience levels which will improve my leadership skills.
Good leadership skills are important in all aspects of life
including professional practice (Richardson & Earnhardt, 2015).
Through the lessons, I will have an opportunity of learning
ways of differentiating profession and passion. With that
differentiation, the class and internship experience will offer me
lessons on adopting a leadership that inspires. Other than just
experience, an inspiring leadership is important because it
influences team members into working towards set goals. These
strengths and opportunities are in line with my goal of being a
successful project manager in my profession.
References
Richardson, T. M., & Earnhardt, M. P. (2015). Project
Leadership: An Emerging Phenomena. International Leadership
Journal, 7(2).

7. Running head: PERSONAL ASSESSMENT 1
PERSONAL ASSESSMENT 2
Personal Assessment - Strength and Opportunities
HOSP495
American Military University
Strength and Weakness
After evaluating my performance, one of my strengths is I am
highly attuned to details. Luckily, this is one of the most
fundamental skills in the hospitality field. It is the little things
that makes the experience for each guest extraordinary. This
necessitates much attention to detail, top to bottom, from the
arrangement of cutlery on the table to check ins and check outs.
The worst thing that can happen is having missed out something
and have the guest point it out. I do not take any shortcuts in
my work, I have to have the third eye.
I have learnt to take in to account the smallest detail, it must be
adhered to. All aspects are vital in bringing comfort,
satisfaction to the guest. Excellence is in the details. One skill I
feel less confident and working hard to sharpen it is,
multitasking. I acknowledge its importance in this fast paced
industry. Requirement to handle multiple responsibilities at a
time comes up every day and I still feel it takes a toll on me
having sharpened focusing on one thing at a time. I am doing
my best to master this as quickly as possible.

8. Running head: EXPECTATIONS AND GOALS 2
EXPECTATIONS AND GOALS 2
Expectations and Goals
American Military University
HOSP495
Expectations and Goals
My Goals in Hospitality Management Field:
Hospitality and food service remain one of the best courses for
me based on my past experiences. I have had a great experience
over the past years within the hospitality management,
particularly, food and beverage practice. One of the best things
within this industry is that it has a myriad of challenges. These
challenges are essential in strengthening an individual who is
committed to achieve something in the end. These challenges
relate to resources, recruitment and facility management. I
believe that my past experience will allow me to focus on
achieving the best out of this course. My goal is to use the
challenges relating to resources to achieve the best in the
Hospitality Management Field, in particular, food and beverage

9. practice. One great challenge of menu planning is careful
consideration of the available resources to create a properly
designed menu.
Brief Plan
Specific – Identify the available resources and make a list of the
menu items based on these resources.
Measurable – Create a menu in the form of a book with detailed
descriptions of the range of food products.
Attainable – Design enough menus for the restaurant based on
the number of tables. At least each table should have a menu on
it for customers to see and read.
Realistic – Design an appealing menu with the food and
beverage items and their prices. The items and prices should be
readable.
Timeframe – The menu can be designed within a few days and
presented to management of the restaurant for approval.
Running head: CUSTOMER SERVICE TRAINING PROGRAM
1
CUSTOMER SERVICE TRAINING PROGRAM 2

10. Customer Service Training Program
American Military University
HOSP495
Customer Service Training Program
As a business owner, one is expected to invest in the employees
especially into enabling them to offer quality customer service.
The quality of customer service offered by a business
determines the level of success a business should expect.
Businesses that manage to offer high-quality customer services
experience high customer loyalty which helps in business
growth. The quality of customer service is mainly dependent on
how employees act orbehave. A soft skills development training
can be ideal to help employees improve and grow their soft
skills. Soft skills represent each employee’s personal attributes
which enable them to interact harmoniously and effectively with
customers and other people in and out of the workplace.
According to (Kwiatkowski, 2017), a gap in soft skills among
employees can affect the success of a business and it can
increase the levels of turnover rates. Soft skills are essential for
both existing and new employees at all levels of the business.
Strong and good soft skills can help a business build an
efficient, collaborative, and respectful culture which can
ultimately steer the business towards success. Some of the
topics that can be included in the training are communication
skills, presentation skills, conflict resolution, problem-solving
skills, leadership skills, emotional intelligence, ethics, and time
management among other topics or lessons.
Training programs can be delivered in different modes
depending on the goal of each program. Training programs
geared at improving soft skills can be offered via online
platforms while some need one-on-one interactions (Westoby &
Tozer, 2017). Online soft skills training programs offer an ideal
platform to improve the quality of soft skills using dynamic
tools which can be customized to meet the needs of a given

11. business. To ensure the program is effective, it will start with
goal definition, employee engagement, implement it at the right
time, and track results to ensure there is a benefit to the
business from the customer service training program.
References
Kwiatkowski, C. (2017). Effective Communication as a Major
Key to Successful Organizational Change. Journal of Quality
and Environmental Studies, 7(2), 22-29.
Westoby, M., & Tozer, W. C. (2017). Teamwork, soft skills,
and research training. Trends in ecology & evolution, 32(2), 81-
84.