By the end of this course, participants will be able to:

• Define customer service and understand its importance in hospitality.
• Differentiate between internal and external customers, and how to serve both with care.
• Apply the five universal customer needs: service, price, quality, action, and appreciation.
• Identify and overcome barriers to excellent customer service.
• Demonstrate professional communication skills, including verbal, non-verbal, and written formats.
• Read and respond appropriately to guest body language and tone.
• Solve guest problems and complaints using structured problem-solving methods.
• Manage challenging customers calmly and effectively using the LAST method.
• Convey bad news or apologies in a professional, respectful manner.
• Recognise and uphold standards of service excellence, including personal conduct and presentation.
• Promote products and services confidently with accurate product knowledge.
• Measure customer satisfaction using feedback tools, observation, and interaction.