At the end of this course, participants will learn the skills needed to communicate effectively in the dynamic hospitality industry. They will demonstrate proficiency in interpersonal communication, guest interactions, and conflict resolution, fostering positive relationships and contributing to the success of hotel operations.

Course Content

• General Principles of Communication: Verbal and Non-Verbal
• Body Language to our Advantage
• Recognizing Barriers in Communication
• Business Communication
• Handling Enquiries and Complaints Professionally

In hospitality, how a team handles guest complaints can define the entire experience. This course teaches participants how to manage conflict with empathy, patience, and professionalism. Participants will learn proven models for de-escalation, how to identify different complaint types, and when to escalate issues to supervisors.

Course Content

• Understanding types of guest complaints
• Staying calm under pressure: tone, empathy & posture
• 4-step complaint resolution model (Listen, Acknowledge, Resolve, Follow-Up)
• Knowing when to escalate issues
• Practice: Role-playing difficult guest scenarios
• Logging & Learning from Complaints

Teamwork is the backbone of efficient hotel operations. This course develops the interpersonal and collaboration skills needed to work seamlessly across departments. Participants will learn how to build trust, communicate respectfully, and contribute to a positive team culture.

Course Content

• The Importance of Teamwork in Hospitality
• Roles and Interdependencies: FO, HK, F&B, Kitchen
• Building Trust & Respect among Colleagues
• Effective Shift Handovers and Communication
• Conflict Prevention and Feedback within Teams
• Group Activity: Simulation of Multi-Department Collaboration

First impressions matter deeply in hospitality, and this course prepares participants to present themselves with confidence and polish. Covering grooming standards, uniform presentation, body language, and service etiquette, participants will learn how to embody professional image expected in hotel settings.

Course Content

• Grooming Standards (Uniform, Hygiene, Accessories)
• Proper Body Language and Posture
• Greeting guests & Appropriate Physical Distance
• Elevator Etiquette, Phone Manners, and Dining Etiquette Basics
• Hotel-Specific Grooming Do’s and Dont’s
• Dress Code Demonstration & Visual Checklist

This course instils a strong foundation in work ethics, integrity, and accountability – traits highly valued by employers in the hospitality industry. Participants will explore the principles of honesty, punctuality, teamwork, and respect for guests, colleagues, and property.

Course Content

• Understanding Work Ethics: Punctuality, Honesty, Dependability
• Respecting Guests Privacy and Confidentiality
• Handling Lost & Found Items Ethically
• Anti-Harassment and Zero Tolerance Policies
• Case Study: Real-Life Hotel Ethics Breaches
• Integrity Pledge & Behavior Checklist

This course helps participants develop cultural awareness, respect for different customs, and sensitivity in service delivery. It covers greetings, body language, dining preferences, religious sensitivities, and common cultural taboos across key markets such as the Middle East, East Asia, and Western Countries.

Course Content

• Introduction to Cultural Norms and Guest Expectations
• Common Gestures, Taboos, and Greetings
• Dietary and Religious Considerations
• Inclusive Language and Behavior
• Service Personlization based on Culture
• Simulation: Welcoming Guests from 5 Different Countries