Full course description

Course Date:

Starts Sep 12, 2016




4 hours



Course Type:



Certificate (free)


Are you currently working as a server at a restaurant or hospitality venue? Do you want to learn how to increase your tips? If so, this course will teach you about the tipping habits and behaviors of consumers and arm you with strategies to improve your customer service. This, in turn, will help increase your gratuity. You will understand customers’ needs, the importance of keeping customers happy, and strategies to offer tip-worthy service. In addition, you will learn how earning your degree in hospitality, recreation, and tourism will enable you to earn more money in the field.


  • Understand the importance of meeting and exceeding guests' expectations
  • Analyze best practices in customer service indicated by valid and reliable research
  • Know customer service strategies that will increase your average gratuity
  • Apply key behaviors in service failure situations to ensure a gratuity is still earned

Course Instructors

Jennifer Evans

Jennifer Evans

Course Developer

Professor Jennifer Evans has been an operations and marketing manager in the luxury and chain restaurant industry for over 15 years. She has her Masters of Science in Hospitality Management. She is known in the industry as the person who can turn a disgruntled guest into a happy guest. Professor Evans brings her wealth of experience and knowledge to Ocean County College and serves as the Program Chair and Lecturer for their Hospitality, Recreation and Tourism Management degree.