Customer Service Excellence in Hospitality Training in Lagos, Nigeria by EduCore Global Skills

Module 1: Introduction to Hospitality Customer Service

Core competencies for Introduction to Hospitality Customer Service.

• The hospitality industry and the role of service in guest satisfaction
• Understanding guest expectations: needs, wants and emotions
• Internal and external customers
• Service quality dimensions: reliability, responsiveness, assurance, empathy and tangibles
• The business case: loyalty, repeat business, reviews and revenue

Module 2: Professionalism, Attitude and Personal Presentation

Core competencies for Professionalism, Attitude and Personal Presentation.

• Service mindset and positive attitude
• Grooming, uniform standards and personal hygiene
• Professional ethics, honesty and integrity
• Emotional intelligence and managing stress under pressure
• Punctuality, reliability and workplace etiquette

Module 3: Communication Skills for Guest Interaction

Core competencies for Communication Skills for Guest Interaction.

• Verbal communication: greeting, tone, language and clarity
• Non-verbal communication: body language, eye contact and smiling
• Active listening and asking the right questions
• Telephone, email and digital communication etiquette
• Communicating across cultures and languages

Module 4: The Guest Journey and Moments of Truth

Core competencies for The Guest Journey and Moments of Truth.

• Mapping the guest journey: pre-arrival, arrival, stay, departure and post-stay
• First impressions and the welcome
• Service standards for front office, restaurant, housekeeping and concierge
• Handover, coordination and teamwork between departments
• Creating a memorable farewell and encouraging return visits

Module 5: Service Skills and Product Knowledge

Core competencies for Service Skills and Product Knowledge.

• Knowing the property, facilities, menus and local attractions
• Reservations, check-in and check-out procedures
• Upselling and suggestive selling without being pushy
• Anticipating guest needs and personalising service
• Using property management and point-of-sale systems effectively

Module 6: Handling Complaints and Difficult Guests

Core competencies for Handling Complaints and Difficult Guests.

• Why guests complain and the value of feedback
• The service recovery process: listen, apologise, solve, follow up
• Dealing with angry, demanding or intoxicated guests
• De-escalation techniques and knowing when to involve a supervisor
• Turning complaints into loyalty and documenting incidents

Module 7: Diversity, Inclusion and Special Guest Needs

Core competencies for Diversity, Inclusion and Special Guest Needs.

• Serving guests from different cultures, religions and backgrounds
• Assisting guests with disabilities and accessibility needs
• Serving families, children, seniors and VIP guests
• Dietary requirements, allergies and special requests
• Guest privacy, confidentiality and respectful service

Module 8: Safety, Hygiene and Guest Security

Core competencies for Safety, Hygiene and Guest Security.

• Food safety, hygiene and sanitation standards
• Fire safety, first aid and emergency procedures
• Guest security, lost property and handling valuables
• Responsible service of alcohol
• Health protocols and crisis response

Module 9: Teamwork, Leadership and Service Culture

Core competencies for Teamwork, Leadership and Service Culture.

• Building a strong service culture
• Teamwork, collaboration and communication across departments
• Motivation, empowerment and recognition of staff
• Supervisory skills: coaching, briefings and feedback
• Training and onboarding new team members

Module 10: Measuring Service Quality and Continuous Improvement

Core competencies for Measuring Service Quality and Continuous Improvement.

• Guest feedback tools: surveys, comment cards and online reviews
• Managing online reputation on TripAdvisor, Google and booking platforms
• Service KPIs: guest satisfaction scores, Net Promoter Score and repeat rates
• Mystery guest audits and quality assurance
• Capstone: role-plays and developing a service improvement plan

How is Customer Service Excellence in Hospitality Training delivered?

Customer Service Excellence in Hospitality Training is delivered through instructor-led classroom, live online, private in-house corporate training depending on the selected cohort or organizational arrangement.

What are the fees for Customer Service Excellence in Hospitality Training?

The published course investment is KES 80,000 and USD 2,500. Location-specific fees are shown where configured.

How long is Customer Service Excellence in Hospitality Training?

Customer Service Excellence in Hospitality Training runs for 5 Days unless a customized corporate schedule is agreed.

Do participants receive a certificate for Customer Service Excellence in Hospitality Training?

Participants who complete the course receive a Certificate of Completion from EduCore Global Skills.

Where can I take Customer Service Excellence in Hospitality Training?

Customer Service Excellence in Hospitality Training is available in Lagos, Nigeria. Current dates are shown only where real sessions have been configured.

Who should attend Customer Service Excellence in Hospitality Training?

Customer Service Excellence in Hospitality Training is designed for Managers, Supervisors, Team Leaders, Executives, Department Heads, Project Leads and organizations that need practical capability in Tourism, Hospitality, and Experience Management.

What are the prerequisites for Customer Service Excellence in Hospitality Training?

No mandatory prerequisite is required unless stated in the course outline. Practical workplace experience in the subject area is helpful.