COURSE OVERVIEW

 80% of this course is practical sessions where participants will be engaged in a series of interactive small groups, class workshops and role-plays. 

This course is designed to provide participants with a detailed and up-to-date overview of hotel, housing and accommodation protocol. It covers the international business language in the modern era, different cultures, timeline of culture junction, human communication in the technological era and digital eco system and hospitality fundamentals; the effective and positive self-presentation and handshake protocol; managing a presentable, professional and impressive presentation; applying non-verbal messaging through body language; the quality service through proper manners and etiquette protocol as a tool to promote service upgrade; and developing service awareness in the modern era. 

 

Further, the course will also discuss the needs of guest based on appearance, body language and style of communication; the proper workflow in front of hotel guests and business presentation to guests; the proper etiquette and manners as part of marketing and hospitality technique as well as the use of five senses as a tool to read the guests; and the identification of real objections including the rules and tools to soften and neutralize objections. 

 

During this interactive course, participants will learn to construct a pleasant and effective work environment; apply correct communications between colleagues; allocate responsibilities correctly and effectively; and apply teamwork and support among staff members and effective teamwork between departments and elements in the organization.