About Course
This module delves into the heart of guest-facing operations in the hospitality industry—the front office. Students will gain a deep understanding of how to manage guest services from the first point of contact to departure, using a guest-centric and service excellence approach. Emphasis is placed on service design thinking, emotional intelligence, complaint handling, and service recovery. Learners will develop both the interpersonal and operational skills needed to create seamless, personalized, and memorable experiences across the guest journey.
Course Content
Understanding the Guest Journey and Service Excellence
-
Stages of the Guest Experience
-
How Front Office Staff Influence Guest Perception and Satisfaction
-
Applying Service Design Thinking to Map Guest Touchpoints
-
Moments of Truth in Guest Interactions
-
Principles of Service Excellence in Hospitality
Front Office Operations – Reservation to Departure
Handling Complaints and Service Recovery
Student Ratings & Reviews
No Review Yet
