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Customer Experience Training for Hospitality industry

Customer Experience Training for Hospitality industry

Can any hospitality business continue to sustain in the absence of effective customer service, critical thinking, effective problem solving and good decision making? If you are naturally optimistic, then the odds are that you would not always scrutinize the probable shortcomings. Likewise, if you are very careful or have a risk-averse outlook, then you might not really focus on opportunities that could open up.

This course is specifically tailored for the hotel and hospitality industry to sustain and enhance customer service standards; providing exceptional hotel and hospitality customer experience is a necessity in today’s market. Reinforcing customer-centric service skills and achieving an exceptional customer experience is pertinent! Participants in this course will be groomed to become a better thinker, more focused and an insightful employee, more productive and mindfully involved to be an optimistic solution provider.

Proposed modules
  1. 1
    The basics of Customer Experience
    • Beyond the architecture, décor, amenities, or natural beauty that might contribute to customers’ pleasure in patronizing certain hospitality venues, nothing will ruin their experience faster than poor service. Participants will discuss their service experiences and factors that lead to a positive or negative impression of an establishment and its staff.
  2. 2
    Appearance, Actions and Attitude
    • Guest ought to receive great service every time. During the class, we will be discussing the guests’ journey to determine the outcome at every turn. Next, we will establish the appearance employees should project, the actions they should demonstrate and the attitude they should adopt when interacting with customers.
  3. 3
    Customising Service
    • Hospitality is a people business. Hence, the stronger your staff’s communication skills are, the better each guest’s experience would be. In this session, we will look at various customer segments and how to adjust to their unpredictable needs. We will also develop several profiles and solution strategies for each.
  4. 4
    The Extra Mile
    • This topic revolves around the little extras that can mean the difference between a great service experience and one that’s just “okay.” During this session, participants will identify the specific extras they can add to their arsenal of service tools.
  5. 5
    Reading Customer-Satisfaction Levels
    • Gauging customer satisfaction is indeed a valuable skill that can aid us in preempting or preventing problems in the hospitality arena. In this segment, participants will learn how to “read” their patrons for the purpose of stopping trouble, before it starts.
    • Besides this, they will also learn how to interpret body language and facial expressions in others and how to listen for changes in their tone of voice as a precursor to a verbal attack.
  6. 6
    Calming Guests who might blow the House Down

    Statements like these “This is on the house.” …. “There’s no charge.” ….. “We’ll place you in another room.”….. “I can take care of that.”

    • Sometimes even offers such as these aren’t good enough to smooth the ruffled feathers of irate or disappointed customers. There are always some guests who will not be happy with anything you try; whereas the others who may be temporarily upset with certain unpleasant circumstances, there are ways of turning them around. Here, participants will continue to learn tactics for handling service breakdowns and unhappy customers.
  7. 7
    Steps for Successful Stress Reduction
    • Not all guests are easy to deal with. Even so, staff who are not able to move beyond experiences with challenging customers would find themselves stressed out and unable to deliver services of any kind to their guests. Here, participants will learn valuable skills in stress reduction. By spending a few minutes following some simple steps, staff will learn how to ease tension and focus their efforts on offering the best possible service to those who visit their establishments.
  8. 8
    A Plan for Self-Improvement
    • This final segment will get all participants to design a personal action plan for improving their customer-service skills. Based on a set of both short- and long-term goals, their individualized lists will function as a ready reference to assist them and their businesses in exceeding customer expectations.
    • At the program’s conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry. They will know how to provide such service, how to handle impediments that are not always within their control, and how to manage dissatisfied customers. They will also know the steps to take to minimize their own stress so that they can stay motivated and remain valued guest services ambassadors.

Participants will be evaluated based on certification exam.

All participants will be provided with the relevant course materials, tools, activity hand-outs and a certificate of participation. The course modules may also be tweaked if necessary, so as to address relevant gaps and areas of improvement or to suit your business objectives.

Changing social norms and daily behaviour involves shifting the tone of the workplace from reactive firefighting (a deeply ingrained reflex often based on emotion) to proactive problem solving (methodical rational behaviour).

Humility is a very effective catalyst for a culture of continuous improvement, embodied in the Japanese term ‘hansei’, meaning mindfulness and self-reflection. Everyone in the organisation must feel safe about sharing ideas and taking experimental risks, confident of not being ridiculed.


Mahatma Gandhi said it best: “Be the change you wish to see.”

Yes I’m Interested

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    Convergence Certification and Skill Development Council
    Belehradska 858/23 Prague 2, 120 00
    Czech Republic

    Munies Pillai - Secretary General
    +6012 3242 885
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