Objectives
Upon completing the Hospitality Management course, participants will be able to:
- Know what drives hospitality (mission, vision, values, policies)
- Understand the difference between service and hospitality (behavioral)
- Transform the mindset from “steps of service” to hospitality
- Overview specific situations and angry customers
- Craft and apply strategies for working as a team
- See the difference between internal vs. external customers
Benefits
- Development and/or maintenance of a great reputation
- Confidence to deal with a wide range of customer-based situations
- Increased Customer Lifetime Value (CLV)
- Development of customers into company advocates
Course Modules
What is customer service?
- Brand
- Vision
- Mission
- Values
- Policies
Customer focus
- Steps of service
- Positive first impression
- Identifying customer needs
- Meeting and exceeding needs
- Hospitality
Complicated situations
- Teamwork
- Angry customers/conflict
- Other situations
Everyone has customers
- Internal vs external customers
- Everyone should be customer focused
- Benefits
Training Methodology
- Instruction by an expert facilitator
- Practical illustrations
- Interactive classes
- Group discussions
- Workshops
- Simulations
- Case studies
Open Course Enrollment Details
Dates & Location
AUPP New Campus
The CLPD Experience
Joining a CLPD class means getting an access to numerous unique advantages that only our center can provide in Cambodia:
- State of the art training facilities with modern lecture halls and equipment
- Expert Western instructors with decades of experience in senior positions. 100% of them hold a post-graduate degree.
- International quality standards at every step, from the curriculum creation to the delivery and follow-up
- Certificates of completion recognized by the American University of Phnom Penh and valued by employers
Want More Information?
Check our Course Outlines (PDF) here: Hospitality Management: Running a World-class Operation
You can also contact us at:
Phone: 011 21 21 44
Mail: info.clpd@aupp.edu.kh
