The Excellent Hospitality Services shows employees how to provide the kind of service that builds guest loyalty and increases overall sales. It will empower all employees to strive for service excellence and create memorable guest experiences. This training program contains a comprehensive leader’s guide that coaches all associates on how to see things from the guest’s point of view – strive for service excellence and work as a team. The program also includes quizzes to track achievement of learning objectives, and a Certificate of completion or attendance will be awarded to those who successfully complete the above training program.

Learning Objectives

This unique training program will train your associates on how to see things from the guest’s point of view, strive for service excellence and to work as a team handling guest expectations whilst handling difficult guest are not compromised.        




Course Outline

Day 1
  • Introduction of Hospitality Guest Services
  • The Importance in Delivering Excellent Guest Services
  • The Importance of Associates Body Posture and Grooming Standards – mirroring our image
  • The Importance of Associates Smiles and Non-Verbal Greetings
  • The Use of Hospitality Greetings (10 Foot Rule)
  • The Common English used for Hospitality Industry
  • Understanding Guest and their expectations
  • Anticipating Needs of a Guest
  • A Satisfied Guest to a Delighted Guest
  • Group Discussion and Role Plays
  • Ways of Improving Service Quality
Day 2
  • Understanding he Importance of answering Telephone Calls
  • The techniques used to answering Telephone Calls
  • Group Exercise and Role Plays
  • Ways of Improving service quality
  • Skills for exceeding guest expectations
  • Managing guest complaints effectively
  • Managing difficult guest complaints effectively
  • Key attributes of effective Service Recovery
  • The use of Teamwork to delight a guest
  • Five simple steps for delivering quality 

Who Should Attend

This program is designed for all associates dealing and extending their professional services to internal or external guest of the hotel.


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.