About this Event
Bring your team and save:
1. Groups of three or more receive a 10% discount
2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.
For more information on venue address, reach out to "[email protected]"
Duration: 1 Full Day (8 Hours)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 PDUs/Training Hours
Certification: Course Completion Certificate
Refreshments: Lunch, Snacks and beverages will be provided during the session
Course Overview
This workshop introduces quality management concepts tailored to the hospitality sector, progressing from beginner to intermediate-level practices. Participants explore how hotels, restaurants, and service establishments ensure consistent customer satisfaction through structured processes, SOPs, quality checks, team coordination, and service recovery methods. The training focuses on real hospitality scenarios, guest expectations, and industry standards that shape memorable guest experiences. Designed for both new and developing professionals, the content emphasizes practical tools and operational excellence.
Learning Objectives
• Understand hospitality quality principles from beginner to intermediate levels
• Recognize how guest expectations shape service delivery
• Use SOPs to maintain consistent service performance
• Interpret quality audits, KPIs, and guest feedback
• Apply practical service recovery strategies
• Strengthen teamwork and communication across departments
• Develop improvement plans to enhance operational standards
• Support a positive, guest-centered service culture
Target Audience
• Hotel and restaurant staff
• Front office, housekeeping, and F&B teams
• Supervisors and team leaders
• Hospitality students and trainees
• Customer service and guest relations staff
• Professionals entering the hospitality sector
Why Choose This Course?
This workshop offers a clear and practical understanding of how hospitality organizations deliver consistent, high-quality service. Participants learn real methods used in hotels and restaurants to enhance the guest experience and maintain operational excellence.
©2025 MG Aussie Events. This content is protected by copyright law. Copy or Reproduction without permission is prohibited.
Want to align your entire hospitality team with one quality standard?
We offer customized in-house versions tailored to your hotel, restaurant, or hospitality business. Content can match your SOPs, service expectations, and quality metrics for uniform performance across teams.
Contact us today to schedule a customized in-house, face-to-face session:
Agenda
Module 1: Fundamentals of Hospitality Quality
Info: • Meaning of quality in hotels, restaurants, and service settings
• Core drivers of guest satisfaction and expectations
• How quality standards shape daily operations
• Icebreaker Activity
Module 2: Service Excellence & Guest Experience
Info: • Guest journey mapping: arrival ➝ stay ➝ departure
• Creating memorable touchpoints through consistent service
• Handling basic service expectations and behavior standards
• Activity
Module 3: Standard Operating Procedures (SOPs)
Info: • Purpose and structure of hospitality SOPs
• Front desk, housekeeping, F&B, and service SOP essentials
• Using SOPs to ensure consistency and avoid errors
• Role Play
Module 4: Quality Assurance & Performance Monitoring
Info: • Internal audits, checklists, and quality reviews
• Guest feedback evaluation and score interpretation
• KPIs for hospitality quality performance
• Case Study
Module 5: Service Recovery & Complaint Handling
Info: • Understanding guest complaints and pain points
• Intermediate strategies: LEARN, LAST, HEART models
• Turning negative experiences into loyalty opportunities
• Simulation
Module 6: Teamwork & Communication in Hospitality
Info: • Coordination between front-of-house and back-of-house
• Clear communication during peak hours and pressure periods
• Developing a positive service culture across departments
• Group Brainstorm Activity
Module 7: Continuous Improvement in Hospitality Quality
Info: • Corrective actions, improvement plans, and service innovations
• Creating department-wise quality goals
• Building a sustainable quality-focused culture
• Action Plan Review
Event Venue & Nearby Stays
Regus 120 Collins Street, 120 Collins Street #Levels 31 & 50, Melbourne, Australia
AUD 552.97 to AUD 720.27
