Learn in-person or online best practices in providing assistance to guests in the two-day Hotel Customer Service Training Course.

  • Four ways to learn: public class, webinarself-study, or on-site training.
  • Learn from a professional with 30+ years of business experience.
  • Public class and webinar limited to four students for maximum learning.
  • Certificate issued upon completion.
  • Cost: Two Day Class $1399.00Available Discounts.
  • Public Class and Webinar Schedule located in right column.

Hotel Customer Service Training Course Description

In the Hotel Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those who use the company’s services before, during, and after the sale to ensure they have an easy and enjoyable experience with the company.

In addition to best practices, students will also learn how to be courteous and pleasant to customers and effectively communicate to determine people’s concerns and answer questions in a clear, efficient manner. Customer service is an important part of the promise your brand makes to its customers and is critical to the success of a business. 

Customer service plays an important role in an organization’s ability to generate income and should be included in an overall approach to systematic improvement. 

Customer service concerns the priority an organization assigns to customer service relative to product innovation and pricing components. Remember: One good customer service experience can change the entire perception a customer holds towards the organization.

It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait.   

How can you expect to deliver the kind of customer service that wows your customers if you do not train them to do so?  Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than it does to keep an existing one.  A typical dissatisfied customer will tell eight to ten people about their problem.  Seven of ten customers will do business with you again…if you resolve the complaint in their favor.  If you resolve a complaint on the spot, 95% of customers will do business again.  Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.  

This course is offered for each level of customer service:

  • For policymakers, we examine how company policies can impact customer service. In the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies that are made for what is most convenient and/or profitable for the company, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in declining sales. Poor customer service policies will also impact employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.
  • For managers, we discuss how to manage the customer service program, emphasizing building a motivated customer service team.
  • For the customer service representative, this two-day class examines who we are and what we do as customer service representatives. We analyze our attitude and communications skills and take a hard look at what our customers need. We learn customer service skills, whether delivered in person, over the phone or electronically. Finally, we learn how to handle complaints and difficult customers.

Hotel Customer Service Training Course Outline

Module One: Who We Are and What We Do

Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

Be In the Know
Behavior that Turns-Off Customers
What Can You Do Right Away To Improve Customer Service?
Applying What You Have Learned

Module Three: Communication Skills

Excellent Service through Effective Communication
Listening Skills
Verbal Communication Skills
Non-verbal Communication Skills

Module Four: Identifying and Addressing Customer Needs

Understanding the Customer’s Situation
Staying Outside the Box
Meeting Basic Needs
Going the Extra Mile
Measuring Your Customer Efforts

Module Five: Generating Return Business

Following Up
Addressing Complaints
Recovering from a Service Breakdown
Establishing Customer Trust

Module Six: In-Person Customer Service

Dealing with At-Your-Desk Requests
The Advantages and Disadvantages of In-Person Customer Service

Module Seven: Giving Customer Service over the Phone

The Advantages and Disadvantages of Telephone Communication
Telephone Etiquette
Tips and Tricks

Module Eight: Providing Electronic Customer Service

The Advantages and Disadvantages of Electronic Communication
Understanding Netiquette
Tips and Tricks
Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

De-Escalating Anger
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions

Module Ten: Understanding When to Escalate

Dealing with Vulgarity
Coping with Insults
Dealing with Legal and Physical Threats

What Hotel Customer Service Training Course Students Are Saying...

Most Recent Student Evaluations:

Lots of information on the little things you overlook when talking to customers.
J. C.

Most in-depth training I have received.
S. R.

Very educational and eye opening. I learned in-depth things I thought were not serious.
J. L.

Hotel Customer Service Training Course Public Class and Webinar Schedules

Monday and Tuesday, December 13 – 14, 2021
Monday and Tuesday, January 10 – 11, 2022 Full
Monday and Tuesday, February 21 – 22, 2022
Monday and Tuesday, March 14 – 15, 2022
Monday and Tuesday, April 11 – 12, 2022
Monday and Tuesday, May 9 – 10, 2022
Monday and Tuesday, June 13 – 14, 2022

Scheduled dates don’t work for you? Schedule your own start date (subject to availability).  Contact customer service to check date availability at


Registering Online

Return to the previous section and click on the Register for This Class link.

Registering by Purchase Order

If you need to register using a purchase order, email a copy to (be sure to list class name, class date, student name, student address, student phone number, and student email address).

To Register by Phone

To pay by credit or debit card using customer service 24/7, call 888-632-2093.

Each Student Receives:

  • student manual or textbook for use during and after the class.
  • Instruction from an experienced business professional (minimum of 30 years) with at least five years in a corporate senior management position (CEO, President, COO, Vice President, CFO).
  • Real life exercises to support training materials.
  • Individual attention (classes are limited to four students).
  • Personalized Certificate of Completion

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