Customer Service
• Tiger
Exceptional Guest Service
Service Recovery & Beyond
Perfect Service Sumlation
Supervisory Skills
Boss-Basic Of Supervisory Skills
Training Skills
Training For Results
Train The Trainer
Effective Coaching Skills
People Skills
• People Skills Seminar
Telephone Skills
• Telephone Skills
Front Office Training
• Front Office Upselling
Going The Extra Mile
F & B Training
F & B Suggestive Selling




At the end of this course, participants should be able to

1. Develop a clearer picture of present and future guest expectations
2. Demonstrate techniques that help the staff to deal with the challenges of meeting guest expectations
3. “Read” guests and anticipate their needs
4. Cultivate an environment for exceptional service with every guest encounter

Course Outline
 1 ----- Communication
Facts about Communication
The Powerhouse Message Sender
Listening -the Key to Understanding
 2 ----- Hosting International Guest
Cultural Diversity and Communication
 3 ----- Relating To Guests
Guest Issues and Needs
The Key to Exceptional Guest Service
Taking a Proactive Approach
Developing a Service Attitude
Leaving the Guest with a Positive Impression

A 2-day workshop, taught in groups of 16.

Target Audience
This workshop is for managers and supervisors from Front Office, Housekeeping and F & B Department.

Lecture, role-play, case study, discussion and video presentation.