Customer Service in Tourism and Hotels Course with Certificate

Official British Certificate

Customer Service in Tourism and Hotels

$129 $89
4.6
.
2.2K Students

Deliver legendary service in hotels & tourism. Master complaint handling & VIP care. Earn official accredited British Academy Tourism Customer Service Certificate.

2.2K Graduates
With Certificate
No Test
Text, 30 Lessons
Placement Test CEFR A1–C2

Test Your English Level

Assess your English proficiency with our CEFR-based test.
A1 B1 C2

Course Content

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  • Core Principles of Hospitality Service
  • Moments of Truth Concept
  • Service Excellence vs Satisfaction

  • Pre-Arrival, Arrival, Stay, Departure Cycle
  • Critical Touchpoints Mapping

  • Verbal & Non-Verbal Communication
  • Active Listening & Empathy Statements
  • Cross-Cultural Communication

  • LEARN Complaint Handling Model
  • Difficult Guest Types & De-escalation
  • Follow-Up & Recovery Paradox

  • VIP Recognition & Protocols
  • Special Needs & Accessibility Service

  • Cultural Dimensions (Hofstede)
  • Dos and Taboos by Nationality
  • Religious & Dietary Awareness

  • Team Dynamics in Service Delivery
  • Interdepartmental Cooperation

  • Chatbots & AI in Guest Service
  • Mobile Keys & Contactless Service
  • Guest Apps & Digital Concierge

  • Professional Grooming Standards
  • Uniform Policy & Personal Hygiene

  • Service Recovery Framework (HEART)
  • Empowerment & Compensation Tools
  • Turning Detractors into Promoters

  • SERVQUAL & Guest Satisfaction Surveys
  • Net Promoter Score in Hospitality

  • Customer Service Scenario Project Brief
  • Role-Play Video & Self-Assessment

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