Hospitality Training [Improve Customer Service]

Learn necessary hospitality etiquette and develop skills to become more professional

In this training, participants will learn correct hospitality etiquette. Many companies are expected to follow the CS manual, but it rarely translates into customer satisfaction. In order to solve this problem, this training provides participants with the basic knowledge of hospitality etiquette that can help the company grow as a whole.

3 Keys Features of Reskill Training

Full Preparatory Support

You will receive support not only during the training, but also prior to it. A complete set of training material and equipment will be delivered to you by mail beforehand. This will allow you to receive high-quality training with minimum preparation time.

Flat Rate Pricing

With the concept of "More Training", we make the courses available at a clear fixed price, even for a customized single-company training program that provides an excellent training environment.

Online Training Options

We offer various training formats with no additional charge, whether it be in-person, online, or a hybrid of both(partially web-based). Please feel free to contact us regarding your needs.

Training Code: 100319   Information updated:

Hospitality Training Goals

Through this training, participants will learn the basics of hospitality etiquette in order to provide high quality customer service. Participants will also acquire skills that can be implemented right away.

Who Benefits the Most

The following is a general list of target participants for the training and can be adjusted upon review. Please contact us regarding your needs.

Those in the service industry who want to provide higher quality services

Result of Hospitality Training

  1. Ability to gain deeper understanding about hospitality and learn basic etiquette
  2. Learn the basic elements of customer service which are listening skills and communicating skills.
  3. Gain knowledge of how to handle phone calls, complaints, and other issues that may occur in real life work situations.

Training Objectives

1. Gain the ability to understand what hospitality is.

Participants will learn the basics, such as the difference between customer service and hospitality, and the importance of proper manners.

2. Learn the basics of customer service, including how to speak and listen in a more sophisticated manner.

Participants will learn specific techniques on how to speak and listen to customers for better customer service. Participants will also work on difficult cases, such as " how to reject a customer".

3. Learn how to professionally answer the phone and handle complaints that most people struggle with.

Participants will learn telephone etiquette and tips as the voice over the phone alone can determine the impression one makes. Participants will also learn how to make a positive impression when dealing with complaints through role playing.

Estimated Training Duration

5 hours (subject to change)

Hospitality Training Curriculum

Other training content can be incorporated into the curriculum upon request at no additional charge.

1. What is hospitality etiquette [Goal] Understand what hospitality etiquette is
  • Opening Work: What is Customer Satisfaction?
  • What is CS (Customer Satisfaction) [Exceeding customer expectations]
  • The importance of customer satisfaction
  • WORK:Reviewing customer service
2. Review basic etiquette [Goal] The five essential elements of hospitality
  • Greetings [Take the Initiative/ greetings that add meaning and value to the recipient]
  • Smile [How to smile naturally/smile training]
  • Grooming [Cleanliness]
  • WORK: Review your personal appearance/Check dress and appearance policies in the workplace
  • Attitude [How to stand / Bow / Handing things over]
  • Language [Correct honorifics depends on who you talk to/Buffer statements]
  • Level up your skills and aim for a more pleasant response to the customers
3. Improve the ability to listen and communicate [Goal] Improve customer communication skills
  • WORK: Reviewing the way you listen and communicate
  • How well are you able to communicate with people?
  • Active listening skills [An important listening skill]
  • Questioning skills [questions that bring out the needs of people]
  • WORK: Listening while asking questions
  • Situations when you are unable to listen to the other person's story well [recognize the causes that hinder listening]
  • How to communicate [easy-to-understand delivery, getting to the point first, explaining the logic]
4. Call Handling [Goal] Gain the ability to understand the basics of call handling and learn how to handle complaints.
  • WORK: Be aware of your phone etiquette in the workpace
  • The basics of call handling
  • Key points when answering calls [Basics of answering the phone/persuasive/repeating]
  • Key Points to keep in mind when making a phone call [choosing the right time to call / preparing what to talk about].
  • Useful skills for making telephone calls [Affirmative speech / How to make the request sound polite]
  • Frequently used expressions for different situations
  • Handling complaints over the phone [Review the 6 basic steps]
  • WORK: Handling complaints over the phone

Training Cost

We provide tailored training programs for an entire company at a fixed rate. We will send you a quotation based on estimated training duration and number of participants.

  • The number of participants, training content and training formats can all be adjusted afterwards with no additional charge.
  • Last minute changes can be made with no additional charge.

Hospitality Training Participant Requirements

No particular requirements


Online and in-person training are available worldwide.

Frequently Asked Questions

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Yes. The course is designed to meet the needs of our clients and teach skills that can be put into practice right away.
Online and partially web-based courses are both available upon request.

List of Frequently Asked Questions>

Related Training Information

This page is about Hospitality Training course planned for a single company. Please see below for other training courses and related training programs.

Training Information Summary Page

Public Lectures

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