These teacher's materials are intended to support trainers as they conduct a 1-day course on each of the following topics regarding the hotel and catering industry in Great Britain: the customer perspective, customer service standards, and quality control. The first section explains how to use the materials. The instructions for conducting each course include trainee objectives and directions for conducting multiple sessions within each course. The sessions involve discussions, brainstorming, and pencil and paper activities. Among the topics covered in the course on customer perspective are: Who is the customer? What do customers expect at each stage of the service journey? What do customers find important? Who is responsible for giving customers what they want? What should be done to find out what customers want? and What is most important to particular groups of customers? The topics in the course on customer service standards are: How can conflicts of interest be resolved and how can constraints that prevent staff from satisfying customers be lifted? What service standards are needed to satisfy the key expectations of customers? and What must be done to ensure that customer standards are reached? Among the topics in the quality control course are: How can success at meeting customers' expectations be measured? Is the support from senior management sufficient? and How can momentum be maintained? The document concludes with a summary of session topics. (CML)