Course Details

    1. Learner's Agreement

    1. TSC Inc- Welcome & Introduction-Understanding Guest Services Using TSC Inc.'s ARAO Lens-April 2023

    1. Why using an Anti-Racism and Anti-Oppression Lens in Guest Services Matters?

    2. What is an ARAO Lens?

    1. Scenario # 1-Hotel check-in

    2. Scenario #1- Guiding Questions

    3. Scenario # 2-Saturday Night Special Event-Famous Chicago House DJ

    4. Scenario # 3-Wednesday Evening -Dinner Service (Floor Manager, Staff and Guests)

    5. Scenario # 4-Downtown Toronto Hotel with Restaurant- Caribana Celebration-July 2022 (Staff and 4 guests with 2 children)

    6. Scenario # 5- Staff Conflict (Full-time Staff engaging in microaggression against a seasonal staff)

    7. Scenario #6- Staff and Guest overhear a guest using racial, abelist, sexist and homophobic slurs against another guest, and a staff person

    8. Scenario # 7- Kitchen Staff and issue with two guest meals

    9. Scenario # 8-Celebratory Event-Entry Control (Security, Manager/Owner Instructions and Guests)

    1. Reflection Assignment

About this course

  • $275.00
  • 14 lessons