Customer Service Excellence in Hotels and Hospitality

• Understanding Customer Expectations in Hospitality
• Identifying customer needs and preferences
• Recognizing the importance of personalized service
• Communication Skills for Customer Service Excellence
• Effective verbal and non-verbal communication
• Handling difficult situations and resolving conflicts
• Service Recovery and Problem-Solving
• Strategies for turning complaints into opportunities
• Implementing effective problem-solving techniques
• Building Customer Relationships and Loyalty
• Creating memorable experiences for guests
• Developing loyalty programs and customer retention strategies

FOR WHOM:
Customer Service Managers/Staff, Front Desks Personnel, Managers, Supervisors and other who perform related function.

1ST BATCH: Tuesday, January 27, 2026 — Friday, January 30, 2026.

2ND BATCH: Tuesday, May 19, 2026 — Friday, May 22, 2026.

3RD BATCH: Tuesday, September 15, 2026 — Friday, September 18, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.