Course Details

This course is appropriate for a wide range of professionals but not limited to:

• Hotel and Resort Managers
• Front Office and Guest Relations Personnel
• Food & Beverage Managers and Supervisors
• Customer Service and Operations Managers
• Event and Banquet Coordinators
• Anyone involved in delivering or managing hospitality services

• Expert-led sessions with dynamic visual aids
• Comprehensive course manual to support practical application and reinforcement
• Interactive discussions addressing participants’ real-world projects and challenges
• Insightful case studies and proven best practices to enhance learning

By the end of this course, participants should be able to:

• Understand the fundamentals of hospitality management and service excellence
• Identify key factors that contribute to exceptional guest experiences
• Develop strategies for guest engagement, satisfaction, and retention
• Enhance communication, emotional intelligence, and service recovery skills
• Foster a service-oriented culture and team collaboration
• Implement operational standards that promote consistent quality

DAY 1

Introduction to Hospitality and Service Excellence

• Welcome and Introduction
• Pre-Test
• Overview of the Global Hospitality Industry
• The Meaning and Importance of Service Excellence
• Understanding Guest Expectations and Perceptions
• The Guest Journey: Before, During, and After the Stay
• The Role of Frontline Staff in Shaping Experiences
• Service Culture and Brand Representation

DAY 2

Guest Experience Management and Service Quality

• Dimensions of Service Quality (SERVQUAL Model)
• Designing Memorable Guest Experiences
• Emotional Intelligence and Empathy in Guest Relations
• Communication and Interpersonal Skills for Hospitality Professionals
• Managing Guest Complaints and Service Recovery
• Creating Positive First Impressions and Lasting Memories
• Guest Feedback Systems and Continuous Improvement

DAY 3

Operational Excellence in Hospitality

• Aligning Operations with Service Standards
• Managing Housekeeping, Food & Beverage, and Front Office Synergy
• Process Mapping for Seamless Guest Service
• Technology and Innovation in Hospitality Operations
• Safety, Hygiene, and Quality Assurance in Guest Service
• Effective Resource Allocation and Time Management
• Benchmarking and Performance Metrics in Service Delivery

DAY 4

Leadership and Team Development in Hospitality

• Role of Leadership in Driving Service Excellence
• Coaching and Motivating Frontline Teams
• Building High-Performance Service Teams
• Conflict Management and Problem-Solving in Hospitality
• Cross-Functional Collaboration and Communication
• Diversity, Inclusion, and Cultural Awareness in Guest Service
• Recognition, Rewards, and Employee Engagement

DAY 5

Strategic Hospitality Management and Course Wrap-up

• Developing a Service Excellence Strategy
• Guest Loyalty Programs and Relationship Marketing
• Using Data Analytics for Guest Personalization
• The Future of Hospitality: Sustainability and Digital Transformation
• Post-Test
• Certificate Ceremony