Essential Hospitality Skills for the Workplace

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