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Quest Training

Hotel & Restaurant Service Excellence Training Course

Builds the service standards, guest communication and complaint handling skills that deliver consistent, high-quality experiences in hotels and restaurants.

HTM · Hospitality & Tourism ManagementAll Levels#2697ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Tourism, Hospitality & EventsCategories:Hospitality & Tourism Management

Course Overview

The Hotel & Restaurant Service Excellence Training Course develops the skills required to deliver consistent, high-quality guest experiences across hotel and restaurant operations. It focuses on professional service standards, guest relations, communication, and the practical application of hospitality best practices. Participants explore front office services, restaurant service procedures, guest handling, complaint resolution, teamwork, and service recovery. The course also examines how staff behavior, operational coordination, and attention to detail influence guest satisfaction and the overall reputation of a hospitality establishment. Through practical exercises and case studies, participants learn to identify service gaps, manage challenging situations, improve service consistency, and contribute to stronger guest loyalty and operational performance.

Learning Objectives

  • Explain the principles and standards of service excellence in hotels and restaurants.
  • Apply professional communication and guest engagement techniques.
  • Demonstrate effective guest handling throughout the service journey.
  • Implement consistent front office and restaurant service procedures.
  • Manage guest complaints and resolve service issues professionally.
  • Coordinate service delivery across hospitality departments.
  • Apply service recovery techniques to restore guest confidence.
  • Evaluate guest feedback and identify opportunities for improvement.

Who Should Attend

This course is designed for hotel and restaurant managers, front office supervisors, restaurant supervisors, guest relations officers, receptionists, waiters, food and beverage service staff, and hospitality operations personnel. It is also suitable for customer service teams, guest experience coordinators, hospitality team leaders, and professionals responsible for service quality, guest satisfaction, and operational standards in hotels, restaurants, resorts, and other hospitality establishments.

Learning Outcomes

  • Apply recognized service excellence principles in daily operations.
  • Communicate professionally with guests from diverse backgrounds.
  • Manage guest requests efficiently and accurately.
  • Deliver consistent front office and restaurant service.
  • Handle complaints using structured problem-solving techniques.
  • Apply service recovery practices appropriate to different situations.
  • Coordinate with other departments to prevent service delays.
  • Interpret guest feedback and identify recurring service issues.
  • Monitor service quality against established standards.
  • Develop an action plan to improve guest satisfaction and service performance.

Course Outline

Day 1

Fundamentals of Hospitality Service Excellence

  • Principles of service excellence in hotels and restaurants.
  • Understanding guest expectations and service standards.
  • The guest journey: arrival, service delivery, and departure.
  • Professional appearance, conduct, and hospitality etiquette.
  • Verbal and non-verbal communication with guests.
  • Practical exercise: Assessing guest interactions and identifying service gaps.
Day 2

Front Office and Guest Relations Excellence

  • Reception procedures and professional guest welcoming.
  • Reservation enquiries, check-in, and check-out processes.
  • Managing guest requests, information, and special requirements.
  • Handling VIP guests and guests with specific needs.
  • Telephone etiquette and professional written communication.
  • Practical exercise: Role-playing reception scenarios and guest enquiries.
Day 3

Restaurant Service and Food & Beverage Operations

  • Restaurant service standards and guest seating procedures.
  • Menu presentation, order taking, and service sequence.
  • Communication between restaurant staff and kitchen teams.
  • Managing special requests and coordinating service timing.
  • Professional conduct, table presentation, and service etiquette.
  • Practical exercise: Simulating a restaurant service from guest arrival to payment.
Day 4

Complaint Handling and Service Recovery

  • Common guest complaints in hotels and restaurants.
  • Active listening, empathy, and professional responses.
  • Resolving service failures and managing difficult interactions.
  • Service recovery techniques and appropriate escalation.
  • Recording complaints and identifying recurring problems.
  • Practical exercise: Responding to realistic guest complaint scenarios.
Day 5

Service Quality Management and Continuous Improvement

  • Measuring guest satisfaction and service quality.
  • Using guest feedback, reviews, and surveys to identify improvement areas.
  • Service standards, checklists, and performance indicators.
  • Teamwork and coordination across hospitality departments.
  • Coaching employees and reinforcing consistent service practices.
  • Final workshop: Develop a service excellence improvement plan covering guest experience, complaint resolution, staff performance, and service quality monitoring.

Upcoming Dates

Selected date

Frankfurt · 21 – 25 Dec 2026 · Classroom

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CityDatesPrice per ParticipantEarly Bird
AmsterdamScheduled
9 – 13 Nov 2026€5,400—
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AbujaScheduled
16 – 20 Nov 2026€5,100—
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BarcelonaScheduled
16 – 20 Nov 2026€5,400—
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CairoScheduled
23 – 27 Nov 2026€3,300€2,970until 2 Nov
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DammamScheduled
30 Nov – 4 Dec 2026€4,200€3,780until 9 Nov
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CasablancaScheduled
30 Nov – 4 Dec 2026€4,300€3,870until 9 Nov
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AccraScheduled
7 – 11 Dec 2026€5,100€4,590until 16 Nov
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DohaScheduled
7 – 11 Dec 2026€4,400€3,960until 16 Nov
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DubaiScheduled
13 – 17 Dec 2026€4,400€3,960until 23 Nov
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FrankfurtScheduled
21 – 25 Dec 2026€5,800€5,220until 30 Nov
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BakuScheduled
28 Dec 2026 – 1 Jan 2027€4,800€4,320until 7 Dec
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GenevaScheduled
28 Dec 2026 – 1 Jan 2027€6,300€5,670until 7 Dec
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IstanbulScheduled
4 – 8 Jan 2027€4,700€4,230until 14 Dec
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JeddahScheduled
10 – 14 Jan 2027€4,200€3,780until 21 Dec
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Kuala LumpurScheduled
11 – 15 Jan 2027€4,400€3,960until 21 Dec
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LisbonScheduled
18 – 22 Jan 2027€5,400€4,860until 28 Dec
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LondonScheduled
25 – 29 Jan 2027€5,600€5,040until 4 Jan
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BangkokScheduled
25 – 29 Jan 2027€6,100€5,490until 4 Jan
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MadinahScheduled
1 – 5 Feb 2027€4,200€3,780until 11 Jan
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MadridScheduled
8 – 12 Feb 2027€5,400€4,860until 18 Jan
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BeirutScheduled
14 – 18 Feb 2027€4,000€3,600until 25 Jan
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MakkahScheduled
15 – 19 Feb 2027€4,200€3,780until 25 Jan
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ManamaScheduled
22 – 26 Feb 2027€4,700€4,230until 1 Feb
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MarbellaScheduled
1 – 5 Mar 2027€5,400€4,860until 8 Feb
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MilanScheduled
1 – 5 Mar 2027€6,000€5,400until 8 Feb
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MunichScheduled
8 – 12 Mar 2027€5,400€4,860until 15 Feb
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Cape TownScheduled
8 – 12 Mar 2027€5,100€4,590until 15 Feb
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MuscatScheduled
15 – 19 Mar 2027€5,300€4,770until 22 Feb
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OnlineScheduled
21 – 25 Mar 2027€1,700€1,530until 1 Mar
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ErbilScheduled
28 Mar – 1 Apr 2027€3,100€2,790until 8 Mar
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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