Body of Knowledge - 16

KNOWLEDGE DOMAIN: GUEST EXPERIENCE
GuEST INTErACTIONS
SUBDOMAIN
Supervision and Management Function
Core Competency Statements
Strategic Leadership Function
Core Competency Statements
Ensures guests are greeted in a timely and friendly
manner.
Efficiently and effectively listens to and addresses the
needs of students and guests.
Anticipates future needs of guests.
Models the desired guest interactions.
Attends to guest requests and asks questions to identify
needs and goals.
Seeks and addresses guest feedback with direct,
accurate, and timely response.
Develops and implements guest services programs and
utilizes appropriate resources to measure satisfaction.
Gathers team prior to service to inform, prepare, and
ensure readiness to meet and exceed guest expectations,
and gathers team after service to evaluate results.
Ensures operational checklists and procedures are
completed for successful daily operations.
Provides assistance to guests with special needs.
Empowers team to respond to guest needs and
ensures guest recovery protocols are followed.
Models the desired guest interactions.
Develops and initiates guest service vision, philosophy,
goals, strategies, programs, and actions that align with
and support the institution's mission.
Provides senior level response to guest feedback, ideas,
and/or concerns as necessary.
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NACUFS Collegiate Dining Body of Knowledge™
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