Hospitality - Culture, Leadership & Operations


Program Capabilities

Program Capabilities outline what skills students should possess as they progress through each term/year of their program.

Co-op students and employers will find this information most useful and can reference this capabilities document to ensure students are gaining the experience they need to fulfill the program requirements.

Print Program Capabilities

The student will be capable of the following skills by the end of the term indicated:

Co-op Term

  • Ensure positive customer experiences by providing service in a professional manner, both individually and as part of a team
  • Employ effective interpersonal skills in dealing with customers and colleagues
  • Demonstrate professional business etiquette and protocol contributing to a positive company brand
  • Communicate knowledge of activities, attractions, products and services to customers
  • Apply cultural intelligence to the provision of service to guests and interactions with colleagues
  • Deliver customer service solutions that anticipate and meet/exceed guest and organizational expectations
  • Employ service recovery techniques to turn customer dissatisfaction into customer loyalty
  • Apply computer skills that support hospitality and tourism functions
  • Follow procedures for front office operations related to each stage of the guest cycle including the use a property management system
  • Organize and execute food and beverage service adhering to operational standards   
  • Mix and present alcoholic beverages including mixed drinks and comply with legislation governing alcohol services(Smart Serve Certified)
  • Comply with regulations  to apply preventative approaches to safety, sanitation,  maintenance of facilities, equipment and supplies (Food Handler and WHMIS Certified)
  • Comply with AODA regulations while meeting and exceeding the needs of guests with disabilities
  • Perform basic accounting procedures and apply basic understanding of cost, cost percentages and inventory management
  • Prepare billing and invoices, point of sales reports, cash reports, revenue reports and reconcile cash and receipts

Upon Graduation

  • Support an industry service culture by adopting professional decorum, performing effectively, using leadership and supervisory techniques, and applying cultural intelligence and operational knowledge
  • Apply human resources, management, and leadership knowledge and skills to enhance performance as an employee, team member, and supervisor
  • Use appropriate technologies to enhance the quality and delivery of guest experiences and as a measurement of effectiveness.
  • Apply concepts of internal and external marketing, and social media to promote, sell, and evaluate tourism products
  • Participate effectively in the planning and provision of special events, meetings and conferences
  • Organize and conduct business meetings with an agenda and time frames
  • Prepare and interpret financial statements as a method of evaluating operational performance
  • Apply cost control strategies in purchasing/receiving, food and beverage operations, labour, and inventory
  • Discuss current trends in tourism and how they may be applied at an operational level to ensure responsible and sustainable development
  • Apply human resource knowledge in job descriptions, recruitment, selection, orientation/training, and performance management
  • Comply with relevant legislation including the Employment Standards Act and Occupational Health and Safety Act
  • Employ beverage knowledge in menu development, wine pairing recommendations, and costing.
  • Develop operational action plans for improving overall performance including guest satisfaction, employee morale and performance, increasing revenues and controlling cost

For more information, please contact the appropriate campus:

905-890-7833 x 222
Sarnia/Main Campus

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