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Course Date

2026-11-30

2027-03-01

2027-05-31

2027-08-30

Course Cost

Note / Price varies according to the selected city

Price per participant, per week $4500 - $6500 (depends on the city)

Register 3 participants on the same course and pay for 2 only

Members NO. : 1
$4500
Members NO. : 2
$9000
Members NO. : 3
$9000 (pay for 2)

Categories

Training Course on Delivering Exceptional Guest Experiences in Hotels


Summary

Ask any traveller what makes a hotel stay memorable, and the answer rarely comes down to price alone — it is the way staff greet them, solve a problem, or anticipate a need before it is even voiced. This everyday reality is exactly what the Training Course on Delivering Exceptional Guest Experiences in Hotels, offered by the Arab British Fellowship Training Academy, sets out to build in participants: a practical command of the skills that turn an ordinary hotel stay into an experience guests want to repeat and recommend.

Across the programme, participants move from guest-facing service and complaint handling to the operational backbone that makes great service possible — front office coordination, housekeeping standards, food and beverage delivery, marketing, and the technology hotels now rely on to run efficiently. The course suits newcomers preparing to join the hospitality workforce as well as current hotel staff who want a more structured, up-to-date foundation for handling guests, managing daily operations, and using digital tools to strengthen the guest journey from booking to check-out.

Objectives and target group

Who Should Attend?

  • Front desk employees and hotel staff seeking a stronger service foundation.
  • Hotel managers who want to raise the service standards of their teams.
  • University graduates exploring a career in hospitality and hotel management.
  • Event and function management professionals working alongside hotel operations.
  • Anyone looking to build customer service and hospitality skills from the ground up.

 

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

  • Explain the core principles of hospitality and modern guest-experience management.
  • Apply proven techniques for handling guests, feedback, and difficult situations professionally.
  • Coordinate front office, housekeeping, and food and beverage functions for smoother daily operations.
  • Use hotel technology and management systems to support faster, better-informed decisions.
  • Design small, practical initiatives that build guest loyalty and encourage repeat business.

Course Content

  • Why Guest Experience Drives Hotel Success

    • What defines hospitality and service quality in the guest's eyes.
    • Hotel service standards and how they translate into daily behaviour.
    • Why a distinctive guest experience matters more than ever.

  • Delivering Excellent Hotel Customer Service

    • Components of customer service in hotels and how they connect.
    • Verbal and non-verbal communication skills with guests.
    • Active listening, and handling difficult situations and complaints.

  • Building Guest Loyalty That Lasts

    • Strategies to enhance loyalty and repeat stays.
    • Offering personalised experiences for different guest profiles.
    • Rewards and incentive programmes used across hotels.

  • Getting to Know the Hospitality Industry

    • A brief look at the history and economic weight of hospitality.
    • Types of hotels, resorts, and inns, and how they differ.
    • Challenges and opportunities facing the hospitality sector today.

  • Front Office and Reservations Essentials

    • Front desk duties and their role within the hotel.
    • Organising daily operations at the front desk.
    • Managing bookings, check-ins, and check-outs.

  • Housekeeping and Maintenance Standards

    • Components of housekeeping services and how to organise them.
    • Why maintenance is central to keeping service standards up.
    • Managing the housekeeping and maintenance team.

  • Food and Beverage Service in Hotels

    • Managing restaurants and in-hotel food services.
    • Delivering excellent food service to guests.
    • How food quality shapes overall guest satisfaction.

  • Marketing Foundations for Hotels

    • Marketing strategies that work for hotels.
    • The role of branding in the hospitality industry.
    • How hotels attract new visitors.

  • Going Digital: Online Marketing and Social Media

    • Online marketing strategies for hotels.
    • Using social media to promote a property.
    • Marketing through websites and mobile applications.

  • Reputation Management and Guest Communication

    • The role of public relations in hospitality.
    • Building a positive reputation for the hotel.
    • Managing online reviews and guest feedback.

  • Hotel Technology and Property Management Systems

    • The latest technologies used across hotels.
    • Introduction to Property Management Systems (PMS).
    • Using data analytics to improve operations and decisions.

  • Innovation and the Future of Guest Service

    • Using innovation to enhance the guest experience.
    • New applications and tools in guest services.
    • Developing unique services that attract and retain customers.

Related Course

Online
Course Details

Training Course on Delivering Exceptional Guest Experiences in Hotels (Online / Remote)

2026-11-30

2027-03-01

2027-05-31

2027-08-30

$2000

Register