| This level would provide students with a basic understanding of the importance of service excellence in the hospitality industry. Students would learn about the different ways to create a positive customer experience, such as being friendly and helpful, anticipating customer needs, and resolving customer complaints. They would also learn about how to measure customer satisfaction. |
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Module 1: The Importance of Customer Service in Hospitality
- Understand the importance of customer service in the hospitality industry.
- Identify the different types of customers and their needs.
- Explain how customer service can impact the bottom line of a hospitality business.
- Module 2: The Elements of Excellent Customer Service
- Understand the different elements of excellent customer service.
- Demonstrate the ability to provide excellent customer service.
- Identify the different ways to exceed customer expectations.
- Module 3: How to Build Relationships with Guests
- Understand the importance of building relationships with guests.
- Demonstrate the ability to build rapport with guests.
- Identify the different ways to make guests feel welcome and appreciated.
- Module 4: How to Handle Customer Complaints
- Understand the importance of handling customer complaints effectively.
- Demonstrate the ability to resolve customer complaints in a timely and satisfactory manner.
- Identify the different ways to turn a customer complaint into a positive experience.
- Module 5: How to Create a Culture of Service Excellence
- Understand the importance of creating a culture of service excellence.
- Demonstrate the ability to lead and manage a team that provides excellent customer service.
- Identify the different ways to create a positive and welcoming environment for guests.
- Module 6: Guest Satisfaction Measurement and Improvement
- Understand the importance of measuring guest satisfaction.
- Demonstrate the ability to collect and analyze guest satisfaction data.
- Identify the different ways to improve guest satisfaction.
- High school or equivalent
- Strong communication and interpersonal skills
- Interest in the course topic
- Good level of English
| 100 GLH |