GUEST SERVICE FOUNDATIONS

Learning Objectives:

• Understand the philosophy of hospitality service
• Master the 6-step customer service process
• Develop professional communication skills
• Handle different personality types effectively

Module 1.1: Philosophy of Service Excellence

Video Content:

• What makes exceptional hospitality
• The psychology of guest satisfaction
• Creating memorable experiences
• Case study: Turning complaints into loyalty

Key Points:

• Guests vs. customers mindset
• “We’re inviting people to a party” mentality
• Balance of energy and genuine care
• Service as entertainment and hospitality

Module 1.2: The 6-Step Service System

Video Content:

• Step 1: Professional greeting and acknowledgment
• Step 2: Assessing customer needs through questions
• Step 3: Educating customers about options
• Step 4: Building the sale and gaining commitment
• Step 5: Closing with confidence
• Step 6: Follow-up and relationship building

Interactive Element: Role-play scenarios for each step

Module 1.3: Communication Excellence

Video Content:

• Professional vocabulary (do’s and don’ts)
• Reading body language and verbal cues
• De-escalation techniques
• Creating positive first impressions

Module 1.4: Managing Personality Types

Video Content:

• Identifying 9 common personality types
• Adaptation strategies for each type
• Conflict resolution approaches
• Building rapport across different styles