Programme 1
Service & experience
Guest Experience Excellence
Make every guest interaction count.
From GHS 1,500
per participant per day
Who it is for
Who it is for.
A warm welcome matters. So does what happens when a room is wrong, a promise is missed or a guest is upset. Help your team respond with clarity, care and ownership.
Front office
Reservations
Guest relations
Other client-facing teams
Supervisors responsible for service consistency
Your team
Not on the list? Tell us who.
Learning outcomes
What changes in the room.
01
Recognise how communication and behaviour influence the guest experience.
02
Listen carefully and clarify the issue before making assumptions.
03
Respond to complaints calmly and identify an appropriate next action.
04
Improve handovers and take ownership within agreed responsibilities.
05
Format
Duration
1 day, a second where commissioned
Fee
From GHS 1,500 per participant per day.
Where
On site, wherever your team is
Included
Facilitation, participant materials, practical exercises and an individual action plan.
Structure
Day 1
The guest perspective; first impressions; listening and assumptions; emotional awareness; practical service scenarios; personal action commitments.
Day 2 (where commissioned)
Complaints and service recovery; team handovers; difficult situations; applied role plays; shared service standards and implementation planning.
Other programmes
Other ways to train the room.
Emotional Intelligence at Work
Read the room. Respond with care. Communicate clearly.
See the programmeLeadership & Accountability
Clear expectations. Better feedback. Greater ownership.
See the programmeStrategic Selling & Relationship Management
Better questions. Stronger relationships. Clear next steps.
See the programmeLet's talk
Give your team a shared standard for the moments that matter.
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