About this Event
Group Discounts:
Save 10% when registering 3 or more participants
Save 15% when registering 10 or more participants
About the Course:
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:
In the hospitality and service industry, communication defines the customer experience. This dynamic training program helps you master professional speaking, active listening, and empathy-driven interaction to enhance guest satisfaction and loyalty. You’ll learn how to communicate with clarity, warmth, and confidence, whether greeting guests, handling complaints, or promoting services. The course also strengthens non-verbal communication, tone modulation, and brand-aligned speech, ensuring you deliver exceptional service through every word and gesture.
Learning Objectives:
By the end of this course, you will be able to:
- Communicate clearly, confidently, and courteously in service environments.
- Handle customer feedback, requests, and complaints with professionalism.
- Use non-verbal communication effectively to reinforce positive experiences.
- Build lasting relationships with guests through empathetic listening.
- Represent your brand’s image through polished speaking and behavior.
- Apply persuasive communication techniques to boost service satisfaction.
- Collaborate effectively within teams to ensure consistent guest service.
Target Audience:
This course is designed for hospitality professionals, hotel and restaurant staff, retail associates, front-office executives, customer service agents, and guest relations personnel who interact with customers regularly and aim to enhance their communication and service excellence.
Why is it the Right Fit for You:
In hospitality, every interaction shapes your customer’s perception of your brand. This course is the right fit if you want to build confidence, polish your communication style, and deliver unforgettable service experiences. You’ll gain hands-on experience in managing guest conversations, resolving issues tactfully, and using your voice and expressions to make every encounter positive. With guidance from industry-trained facilitators, you’ll learn communication strategies proven to enhance satisfaction and loyalty. Strengthen your personal and professional impact in one transformative day of training.
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Our Royalty Referral Program
Know a team or professional who could benefit from our workshops? Refer them and earn attractive royalties for every successful registration.
For royalty-related queries, contact [email protected]
Want to enhance your entire team’s communication and guest engagement?
We offer in-house training programs tailored to your organization’s goals, brand tone, and service standards. Whether you’re a hotel, retail chain, or service center, we can design a customized communication workshop for your team. Would you like us to help your staff communicate with excellence and confidence? Let us bring this specialized training directly to your workplace.
📧 Contact us today to schedule a customized in-house session:
Agenda
Module 1: Foundations of Professional Communication
Info: • Importance of clear and polite verbal communication
• Understanding brand voice in hospitality settings
• Building trust through tone and language choice
• Activity
Module 2: The Art of Listening and Responding
Info: • Techniques for active and empathetic listening
• Asking clarifying questions to understand guest needs
• Maintaining composure in stressful interactions
• Role Play
Module 3: Non-Verbal Communication in Service Excellence
Info: • Body language and facial expressions that convey warmth
• Managing posture and gestures in service environments
• Aligning non-verbal cues with your spoken words
• Activity
Module 4: Handling Difficult Conversations Gracefully
Info: • Responding to complaints and criticism tactfully
• Turning negative feedback into positive experiences
• Staying calm under pressure while maintaining courtesy
• Case Study
Module 5: Persuasive and Upselling Communication
Info: • Identifying opportunities for upselling without being pushy
• Communicating product or service benefits effectively
• Creating win-win moments for both guest and business
• Activity
Module 6: Cross-Cultural and Inclusive Communication
Info: • Understanding communication preferences across cultures
• Avoiding language barriers and cultural missteps
• Promoting inclusivity and respect in customer exchanges
• Role Play
Module 7: Voice, Tone, and Presentation Skills
Info: • Managing voice tone for clarity and professionalism
• Speaking confidently in front of groups or guests
• Using pacing and emphasis for engaging delivery
• Activity
Module 8: Team Communication for Service Consistency
Info: • Maintaining smooth communication between departments
• Sharing information effectively to ensure guest satisfaction
• Building teamwork and positive internal communication habits
• Activity
Module 9: Personal Branding in Hospitality
Info: • Representing the company’s values through speech and attitude
• Enhancing credibility and personal presentation
• Building confidence as a service ambassador
• Activity
Event Venue & Nearby Stays
123 S Broad St, 123 S Broad Street 15th Floor Philadelphia Pennsylvania 19109, Philadelphia, United States
USD 560.73 to USD 726.65
