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Essential Hospitality Skills for the Workplace

Essential Hospitality Skills for the Workplace

Why Attend

In today's fast-paced business world, maintaining a culture of hospitality is essential for organizations to thrive. A hospitality culture revolves around the understanding that every interaction with a customer or stakeholder is a valuable opportunity to leave a positive impression, foster long-lasting relationships, and enhance employee morale and productivity. Organizations can build strong customer loyalty and create a positive reputation by instilling a genuine sense of hospitality.

This course aims to equip team members with the skills and knowledge necessary to establish a welcoming and hospitable work environment. It requires a commitment to excellence and a willingness to go above and beyond mere customer satisfaction. During the course, participants will learn what it means to demonstrate excellence in hospitality. They will practice practical techniques and strategies to develop a customer-centric mindset and acquire essential behavioral skills to provide exceptional service. Additionally, they will explore the connection between hospitality and customer retention and the role of effectively managing reward programs.

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Course Methodology

The course methodology combines a blend of theoretical and practical learning tools tailored to meet participants' day-to-day work needs and challenges. It is designed to be highly interactive, experiential, insightful, and challenging, incorporating various learning techniques such as presentations, group discussions, role-playing, games, and case studies.

Course Objectives

By the end of the course, participants will be able to:

  • Describe the role of customer service in the pursuit of exceptional hospitality
  • Cultivate a customer-centric mindset that promotes a culture of excellence
  • Practice desired hospitable qualities, including effective communication, managing expectations, and handling difficult situations
  • Recognize the skills required to build customer loyalty and enhance customer retention through hospitality
  • Highlight the importance and effectiveness of customer reward programs
Target Audience

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies
  • Cultivating hospitality
  • Serving others
  • Communicating
  • Empathizing
  • Adapting
  • Thinking creatively 
Course Outline
  • Hospitality in the Workplace
    • Introduction to hospitality in the workplace
    • Creating a warm and welcoming atmosphere
    • Hospitality across industries
    • Key principles of hospitality and service excellence
    • Characteristics of a first-rate hospitable employee
    • Common mistakes in hospitality
  • Adopting a Culture of Excellence
    • Creating a warm and friendly community
    • Connection among community environments
    • The importance of hospitality in human relations
    • Strategies for 5-star hospitality
    • Traits of a welcoming culture
  • Hospitality and Behavioural Skills
    • Principles of effective communication
    • Communication strategies adapted for different sectors
    • Common mistakes leading to miscommunication
    • Top-notch qualities of a great hospitable employee
    • Hospitality through face-to-face, virtual, and written communication
  • Customer Retention through Hospitality
    • Customer centricity and its impact
    • Four secrets of a good smile
    • Disciplines for consistently great customer experiences
    • Honouring customer complaints
    • Capitalizing on the “moments of truth” across a customer journey
    • Touchpoint-cycle model
  • Customer Reward Programs
    • Customer loyalty programs
    • Aligning loyalty programs with company values and goals
    • Personalized, community impact, and reward programs
    • Deepening research on loyalty programs for various industries
    • Creating a loyalty program to increase customer loyalty, retention, and advocacy
    • Steps for building a communication loyalty program
Schedule & Fees