Speak to Serve (Communication & Service) (2 Days)

• Recognise the role of effective communication in delivering superior guest experiences
• Demonstrate professional verbal and non-verbal communication skills in hospitality settings
• Apply active listening and empathy to understand and respond to guest needs
• Use polite, positive, and service-oriented language in all interactions ● Handle guest concerns and complaints with empathy and confidence

Course Outlines

Day 1 

Module 1: The Power of First Impressions 

• First impressions are formed rapidly and often based on unconscious judgement ● First impressions influence opportunities, career advancement, and leadership perception 
• First impressions shape brand perception, brand recall, and guest loyalty ● Pointers for men and ladies to create a positive first impression 
• Activity: Ice breaker, lecture, discussion 

Module 2: What is Courtesy? 

• Definition of courtesy 
• Components of courtesy – AHCPR (Attentive, Helpful, Courteous, Polite, Respectful) ● Activity: Lecture and discussion 

Module 3: Understanding the Customer 

• Definition of a customer 
• Anyone who walks through the door 
• Anyone affected by the service you provide 
• Types of customers 
• Customer wants and needs 
• Activity: Lecture and discussion 

Module 4: Verbal and Non-Verbal Communication 

• Verbal communication – definition 
• Examples of verbal communication (conversation, email, telephone) ● Elements of verbal communication (tone, pace, fluency) 
• Non-verbal communication – definition 
• Body language (posture, gestures, movement) 
• Eye contact 
• Tone of voice (pitch, inflection, volume) 
• Proxemics (use of space) 
• How verbal and non-verbal communication work together 
• Understanding message conflict and emotional cues 
• Activity: Lecture, demonstration, role play 

Module 5: Key Courteous Behaviours for Customer Service 

• Presentable appearance 
• Appropriate and accurate speech and action 
• Tagging of message 
• Genuineness of speech and action 
• Volume and clarity of speech 
• Modulation of tone 
• Suitable gestures and correct posture 
• Effective smile and maintenance of eye contact 

Active listening 

• Telephone Service: 

○ Prompt answering 

○ Appropriate speech 

○ Active listening 

Day 2 

Module 6: Application of Key Courteous Behaviours 

• Greeting customers 
• Establishing eye contact and offering assistance 
• Making service offers that can be delivered 
• Handling protracted service and delays 
• Referring customers to another service point 
• Pointing out customer mistakes tactfully 
• Apologising for mistakes 
• Handling service breakdowns 
• Saying “No” professionally 
• Requesting identification 
• Terminating contact appropriately 
• Activity: Role plays 

Module 7: Application of Courteous Behaviours (Telephone Handling) 

• Picking up the receiver 
• Holding the receiver correctly 
• Answering calls professionally 
• Transferring calls 
• Requesting callers to wait 
• Answering another person’s call 
• Handling interruptions 
• Closing the call 
• Activity: Discussion and role play 

Module 8: Dealing with Difficult Customers 

• Understanding difficult customer behaviour 
• Remaining calm and composed 
• Managing situations within authority limits 
• Activity: Role play and discussion 

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