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Giving Customers a Positive Impression in Hospitality

Interactive Video Lessons | Free E-Certificate | Tutor Support


METAVERSESKILLS

Summary

Price
£12 inc VAT
Study method
Online
Course format
Video
Duration
4 hours · Self-paced
Access to content
365 days
Qualification
No formal qualification
Certificates
  • Certification of Completion - Free
Additional info
  • Tutor is available to students

1 student purchased this course

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Overview

Welcome to the "Giving Customers a Positive Impression in Hospitality" online course! In the competitive world of hospitality, providing exceptional customer service is paramount. This course is designed to equip you with the knowledge and skills needed to create memorable experiences for your guests, leaving a lasting positive impression that will keep them coming back and spreading the word.

Certificates

Certification of Completion

Digital certificate - Included

Description

**Module 1: Introduction to Hospitality Impressions (Week 1)**

- The significance of first impressions

- The psychology of customer impressions

- The impact of positive impressions on business

**Module 2: Communication and Interpersonal Skills (Week 2)**

- Effective verbal and non-verbal communication

- Active listening techniques

- Building rapport with customers

**Module 3: Problem-Solving and Conflict Resolution (Week 3)**

- Identifying common hospitality challenges

- Conflict resolution strategies

- Turning complaints into opportunities

**Module 4: Exceeding Customer Expectations (Week 4)**

- Understanding customer needs and preferences

- Personalizing the guest experience

- Going the extra mile

**Module 5: Handling Difficult Situations (Week 5)**

- Dealing with difficult guests and situations

- Maintaining composure under pressure

- Ensuring guest safety and security

**Module 6: Cultural Sensitivity and Service Recovery (Week 6)**

- Embracing diversity and cultural awareness

- Service recovery strategies

- Utilizing technology for guest satisfaction

Who is this course for?

  1. Understand the importance of creating positive impressions in hospitality.
  2. Develop excellent communication and interpersonal skills.
  3. Master problem-solving and conflict-resolution techniques.
  4. Learn the art of exceeding customer expectations.
  5. Handle difficult situations with grace and professionalism.
  6. Build a strong foundation in cultural sensitivity and diversity awareness.
  7. Implement best practices for service recovery.
  8. Utilize technology to enhance customer experiences.

Requirements

No prior knowledge or experience required

Career path

- Hospitality professionals (front desk staff, servers, housekeeping, etc.)

- Hotel and restaurant managers

- Event planners

- Tourism professionals

- Anyone interested in excelling in the hospitality industry

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FAQs

Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2025. All rights reserved.