Customer Service Excellence in Hotels and Hospitality

Objectives:
• Enhance understanding of customer service principles in the hotel and hospitality industries
• Develop skills to deliver exceptional customer service experiences
• Implement strategies to exceed customer expectations and build loyalty
Course Content:
• 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.

Methodology
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.

DATE:
1ST BATCH:        4th – 7th Feb, 2025         

2ND BATCH:       9th – 11th June, 2025
3RDBATCH:        21st – 24th Oct, 2025