Customer-Centric Hospitality


Customer-Centric Hospitality

Customer Service in the hospitality sector means making guests feel unique, special and valued. Holidays are an opportunity for people to escape the demands of daily life and for a moment in time have their needs taken care of, enjoy some luxury, and indulge in the good things in life. This experience can be made all the more special by having attentive staff who are capable of satisfying the customer’s needs through great service and a great attitude. In this very practical course, we bring the essential themes of service in hospitality to life. We work with the learners to move beyond simply understanding the concepts of excellent service, to delivering excellent service, leaving your guests with a special, enjoyable and unforgettable experience. One they wish to return to time and time again.

• All staff members who interact with customers


  • Confidence to engage with guests from a more caring, friendly and helpful attitude
  • Motivated to not only deliver what was promised to the customer, but to also go above and beyond
  • Capable of handling difficult interactions and dealing with issues when they arise
  • Engaged in creating memorable experiences that keep your guests coming back
  • Enhanced enthusiasm for creating special moments for your guests.


  • Importance of customer service and what the customer means to our business
  • The essence of hospitality: making guests feel special and treated
  • Using the RATER model to meet excellent standards:
  • Reliability: being available, knowledgeable on products and services, and helpful
  • Assurance: living up to promises made to our guests
  • Tangibles: keeping areas clean, tidy and user friendly
  • Empathy: understanding the customer and addressing their issues
  • Responsiveness: actioning requests, working together to meet needs, and following up.
  • Interacting with our guests to show warmth, passion, interest and care
  • Dealing with angry or upset customers
  • The ‘wow’ factor: going the extra mile to excite and delight our guests
  • Importance of teamwork and team effort
  • Taking pride in your organisation

You can view all our courses HERE

KZN Business Training Centre

Course Details
Non-Credit Bearing
Course Duration:
1 Day
Course Delivery Method:

Blended Blended

In Class In Class

Distance Distance

Presented Presented Courses

In House In-House

Contact us at +27 (0)31 267 1229 or [email protected] and we will send your a full course outline and quotation based on your requirements
Course Fee Includes:
Our public course fee includes facilitated training, course materials, the venue, a light lunch and refreshments. Onsite training at your venue can be arranged on mutually suitable dates - please contact us to request a quotation.




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