Course introduction

Welcome to your customer service training for hospitality professionals. Whether you work at the front desk, in food and beverage, housekeeping, or any other area of your property, this training is built for you. Over the next two and a half hours, we will walk through the core skills, attitudes, and behaviors that define excellent customer service in the hospitality industry. Let's start with a simple but important question. Why does customer service matter? In hospitality, we are not just selling a room or a meal. We are selling an experience. Guests choose where they stay, where they eat, and where they spend their time based on how a place makes them feel, and how they feel is almost entirely shaped by the people they interact with, people like you. According to industry research, guests are far more likely to return to a property because of the way they were treated than because of the physical facilities. A beautiful lobby will impress a guest for a moment.

A warm, professional interaction will stay with them for years. Think about your own experiences as a customer. Think about a time you received service that genuinely stood out, where someone went out of their way to make you feel welcome, valued, or taken care of. Now, think about how that made you feel. Chances are you remembered the person more than the product. That is the power of great customer service, and that is what we are here to build. In hospitality, customer service is not a department. It is not just the job of the front desk or the guest relations team. It is everyone's responsibility. From the moment a guest arrives to the moment they leave, every single touchpoint matters, and every member of staff plays a role in shaping that guest's experience. This training will help you understand who your guests are, what they expect, and how you can consistently meet and exceed those expectations. Here is what we will cover across this training.

We will explore how guests think and what drives their expectations. We will look at how to make powerful first impressions. We will cover communication skills, both verbal and non-verbal. We will walk through how to handle requests, complaints, and difficult situations with confidence. We will discuss telephone and digital communication, teamwork, cultural awareness, and service recovery. By the end of this training, you will have a clear, practical framework for delivering excellent customer service every day in every interaction. Let's get started.