Customer Service Excellence in Hospitality Training
Customer Service Excellence in Hospitality Training helps Managers and Supervisors build practical tourism, hospitality, and experience management capability through role-relevant activities, instructor-led 5 days delivery, and a clear certificate pathway.
Training provider: EduCore Global Skills
Category: Tourism, Hospitality, and Experience Management
Duration: 5 Days
Delivery: Instructor-led classroom, Live online, In-house corporate training
Certificate: Certificate of Completion
Course fees: KES 80,000 / USD 850
Course Overview
Customer Service Excellence in Hospitality Training is an instructor-led professional training course offered by EduCore Global Skills for individuals, teams, and organizations seeking practical capability in Tourism, Hospitality, and Experience Management.
EduCore Global Skills offers Customer Service Excellence in Hospitality Training as Tourism, Hospitality, and Experience Management training for Managers, Supervisors, Team Leaders, Executives and related professionals. Delivery supports classroom, live online, and corporate cohorts in Nairobi, Kenya or by arrangement.
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Executives
- Department Heads
- Project Leads
- Professionals
- Technical staff
Prerequisites
No mandatory prerequisite is required unless stated in the course outline. Participants should bring relevant workplace examples where possible.
Course Modules
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
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
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
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
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
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
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
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
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
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
Training Focus
Customer Service Excellence in Hospitality Training helps Managers and Supervisors build practical tourism, hospitality, and experience management capability through role-relevant activities, instructor-led 5 days delivery, and a clear certificate pathway.
Related Course Discovery Links
Frequently Asked Questions
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 850. 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.
Register for Customer Service Excellence in Hospitality Training or contact EduCore Global Skills.