SCR-109    Customer Service Excellence in the Hotel Industry

• Overview
• Course Objectives
• Course Content
• For Whom
• Schedule and Hours

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In the hotel industry, customer service excellence stands as the cornerstone of guest satisfaction and loyalty. It extends beyond mere accommodation to create memorable experiences. Hotel staff are meticulously trained to embody warmth, professionalism, and attentiveness, ensuring guests feel valued from check-in to departure. Personalized interactions, anticipating guest needs, and promptly resolving concerns are fundamental practices.

Whether it's accommodating special requests, offering local insights, or delivering seamless amenities, hotels strive to exceed expectations. Exceptional customer service fosters trust and builds lasting relationships, prompting guests to return and recommend the establishment. In a competitive landscape, hotels recognize the pivotal role of exemplary service in distinguishing their brand and cultivating a reputation synonymous with excellence.

​Thus, a commitment to customer service excellence not only elevates the guest experience but also elevates the hotel's standing within the industry.

At the end of this course, participants shall be able to:

• Gain a comprehensive understanding of the foundational principles and concepts of customer service within the hotel industry.
• Enhance verbal and non-verbal communication skills to engage effectively with hotel guests.
• Understand the key elements of service excellence and how they contribute to creating lasting impressions on guests.
• Develop skills to adapt communication and service delivery to meet the needs of guests from different cultural backgrounds.
• Acquire effective problem-solving and conflict resolution skills to address guest concerns and conflicts promptly and professionally.

Day 1:

• Module 1: Introduction to Customer Service in the Hotel Industry
• Module 2: Communication Skills for Effective Guest Interaction

Day 2:

• Module 3: Creating Memorable Guest Experiences
• Module 4: Cultural Sensitivity and Diversity Awareness

Day 3:

• Module 5: Problem-Solving and Conflict Resolution (Management)
• Module 6: Upselling and Cross-Selling Techniques

Day 4

• Module 7: Time Management and Multi-Tasking
• Module 8: Service Etiquette and Professionalism

Day 5:

• Module 9: Team Collaboration and Service Excellence
• Module 10: Handling Difficult Guests and Situations

Day 6:

• Module 11: Feedback and Continuous Improvement
• Module 12: Role-Play and Practical Exercises

Assessment:

• Written quizzes and assignments
• Practical assessments through role-playing exercises, case studies, and a final project that demonstrates their ability to apply the concepts learned.
• Final project: Developing a comprehensive guest service improvement plan for a fictional hotel

• Department Heads, Managers, Executives, and other supporting staff.

This is a ​6-days programme.
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This course runs from 9:00am – 5:00pm with an hour for lunch and periodic short breaks.
 
This is an intensive session designed to include as much discussion as possible. Lunch and breaks provide an opportunity for further questioning and discussion with the instructors.

We are HRD Corp (Human Resource Development Corporation) Registered Training Provider.
​All of our training modules are claimable under HRD Corp.