Day One / Hour 2

11:00-11:50am: Stress Factors

  • Challenge: Hotel work is emotionally demanding because employees are engaging with various personalities everyday
  • Solution: Students should be aware of the types of emotional challenges they will face at work

Key Teaching Points:

  • Issues from Guests: high expectations, common complaints
  • Issues from Workplace: management, culture, energy & mental capacity to deal with multiple situations

Class Activity:

  • Brainstorm on potential events that would cause employee stress in different hotel departments
  • “Stress Strategy Snowball” (Edutopia)

11:50-12:10pm: 20 MINUTES BREAK