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

Book a seat today for this class





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