Course Details
Course Title: Handling Guest Interactions Professionally
Course Code: HGIP-HSKP-2503-1.1
Course Accreditation
Accreditation Type: Certificate of Competency
Course Duration
Total Course Hours: 8 hours (1 day)
Course Fee
Total Course Fee: S$180/pax
Funding Available (If Applicable):
- Training Industry Professionals in Tourism (TIP-iT)
- NTUC Company Training Committee (CTC) Grant
Summary
Topics:
- Communicating effectively with guests while respecting their privacy.
- Communicating effectively with guests while respecting their privacy.
- Managing guest complaints or requests professionally.
- Cultural sensitivity and inclusiveness in guest service.
Learning Objectives & Learning Units for Handling Guest Interactions Professionally
Learning Objectives
By the end of this module, learners will be able to:
- Apply effective communication techniques to engage with guests professionally while maintaining respect for their privacy.
- Demonstrate appropriate methods for handling guest complaints and requests in a courteous and solution-oriented manner.
- Exhibit cultural sensitivity and inclusiveness in guest interactions to enhance the overall guest experience.
Learning Units
Unit 1: Effective Communication with Guests
- Principles of professional guest communication
- Verbal and non-verbal communication techniques
- Maintaining guest confidentiality and privacy
- Active listening and empathy in guest interactions
Unit 2: Managing Guest Complaints and Requests Professionally
- Types of guest complaints and common requests
- Step-by-step approach to complaint resolution
- Using positive language and de-escalation techniques
- When and how to escalate complaints to higher management
Unit 3: Cultural Sensitivity and Inclusive Guest Service
- Understanding diverse guest expectations and preferences
- Practicing inclusivity in hospitality services
- Managing cultural differences in communication and etiquette
- Case studies on handling multicultural guest interactions