GLASS WINNER

stanley is a whore

Business Law - Instructional Area (Can also be called Commercial or Mercantile law)

Business law is the regulations which dictate business and commercial transactions.

Business law is important because it provides a legal framework and predictable enviorment for business to operate, ensuring fairness and stability in the marketplace. In turn, this encourages international trade, fair competition, and business sucess. Vital part of the business landscape.

Involved in: Business formation, contracts, Intellectual property, employment law, Consumer protection, Sales and distribution, Bankruptcy, Taxation, Margers and acquistions, Corporate governance,

Comply with the spirit and intent of laws and regulations

Complying with the spirit and intent of laws means understanding the purpose behind a regulation, not just following it technically. It involves acting ethically, even when there are legal loopholes. In hospitality, this builds trust and protects the business’s reputation. For example, clearly disclosing resort fees—rather than hiding them in fine print—respects the guest’s right to transparent pricing. This approach helps avoid legal issues and promotes long-term customer loyalty.

Go beyond the minimum that is legally required, understand why the law exists and make ethical decisions that uphold its purpose.

Discuss the nature of law and sources of law in the United States

Understanding what law is, purpose in society, and where they come from.

1) Constitution - highest law, governing everything else

2) Statutory Law - make rules

3) Case Law - Interpret rules and set precedents

4) Administrative regulations - Create rules for specific agencies

Common application for HLM - OSHA (Occupational Safety and Health Administration),

Explain the nature of positive customer relations

Treating guests with kindness, respect, and professionalism at every touchpoint (point of contact between a customer and a business).

1. efficient check-ins, clean rooms, quick solutions to problems, accurate billing, and clear communication. These are the basics—what every hotel should deliver as part of standard service.

2. But the more important part is how we deliver those services. It's in our tone of voice, our facial expressions, our patience, and the words we choose. Warmth, empathy, active listening, and genuine care are what truly define a guest’s experience. A guest might forget what we said—but they'll always remember how we made them feel.”

turns a bad situation into a moment of loyalty-building.

Demonstrate a customer service mindset (CR:004) (CS)

A customer service mindset is an attitude focused on meeting customer needs with enthusiasm, professionalism, and a problem-solving approach. It includes being proactive, showing empathy, listening attentively, and always aiming to exceed expectations—not just meet them. It's about treating customers as valued individuals, not transactions.

Respond to customer inquiries (CR) (CS)

Customer inquiries should be responded to with all necessary and relevant information in an assertive and friendly manner. Make sure your response is accurate and clear. If you are not sure, refer to company handbook or upper management.