This program is highly interactive with NLP with motivation elements. This program shall guide participants to develop long lasting relationship and future business with your respective hotel/resort by managing customer expectation in a realistic way. In this module, you examine ways that you can exceed your customers’ expectations by setting, monitoring and influencing their expectations. You begin by discussing the importance of accentuating the positives of doing business with your organization. Then you analyze the expectations that your customers bring to you and sure-fire ways to enhance their experience.

Learning Objectives

By end of the program, participant will be able to:

  • Understand the importance of work attitude and communication in a competitive environment.
  • Practice the techniques of managing expectations.
  • Agree on a strategy to recover from major setbacks and regain the loyalty from employment.
  • State your role in achieving a differentiated branded customer satisfaction.
  • Shape and deliver your customers’ expectation.
  • Identify the relationship between effective communication and loyalty.
  • Handle complaints and objections successfully. Using new tools, tips and techniques.
  • Maintain a positive, internal and customer-focused attitude, even in challenging situation.



Course Outline

Day 1

Module one – Professionalism

  • Take charge of your positive recognition in the industry
  • My ego state in providing the best guest experience
  • Managing difficult customer
  • Service commitment & ethics
  • Keep your guest in your site

Day 2

Module two – Skills

  • High impact customer oriented communication skill
  • Meeting guest experience telephone management/etiquette
  • Question skills in managing customers distress feelings
  • Stress management/time management/rapport techniques
  • Team

Who Should Attend

The program is specially designed for individuals who are in a supervisory position and above


Registration starts at 8.30 am on the first day. Classes start at 9 am end 5 pm. Morning and lunch break will be served at appropriate times.

Deposit & Payment

In order to secure the said training on a define basis, kindly effect 50% Deposit on the total costs for the training requirements upon confirmation. This deposit is non-refundable. Balance 50% of the total costs is require seven (7) days prior to the training.

Cancellation & Transfer

Please note that should this registration is cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to above arrangement by giving a minimum of three (3) working days’ notice.


Disclaimer – MAHTEC reserves the right to make changes to the venue, date, speaker including cancellation or postponement of the workshop if number of participants less than 10 or warranted by circumstances beyond its control.