Hospitality Service Excellence
Deliver memorable guest service: service standards, anticipating needs, service recovery and teamwork.
At a glance
- 2 days
Who it's for
- Hotel and restaurant staff
- Supervisors
- Guest-facing teams
Learning objectives
- Apply service standards consistently
- Anticipate guest needs
- Recover service failures
- Work as one team
Detailed content
- Brand standards
- Grooming
- Phrases
- Observation
- Personalisation
- Wow moments
- LEARN model
- Empowerment
- Follow-up
- Handovers
- Briefings
- Recognition
Day-by-day agenda
A typical schedule. In-company versions are tailored to your processes, data and timing.
- Service standards
- Anticipating needs
- Service recovery
- Teamwork
- Case study, action plans and course assessment
Practice, tools and assessment
Hands-on practice
- Patient-flow mapping and waiting-time analysis
- Accreditation tracer exercise
- Incident and near-miss review (RCA)
- Hands-on lab on your laptop with a real business data set
Tools and templates you keep
- Tracer and audit tools
- Healthcare KPI dashboard
- Practice files and solution workbooks
- Formula, DAX and shortcut cheat sheets
How learning is assessed
- Pre- and post-course knowledge check
- Assessment of practical exercises by the trainer
- Action plan reviewed at the end of the course
Built on these standards and bodies of knowledge
- JCI Accreditation Standards (8th ed.)
- GAHAR standards (Egypt)
- IHI Model for Improvement
Certificate
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
New in our 2026 portfolio — tell us your dates and we will confirm the trainer and schedule.
How it is delivered
- Public courses in Cairo, in-company programs and live online training
- Practical exercises, case studies and examples from your sector
- Can also run as Train & Stay in Sharm El Sheikh, Hurghada or Cairo
Frequently asked questions
How long is Hospitality Service Excellence?
The program runs 2 days. In-company versions can be adapted to your needs.
Is the course taught in Arabic or English?
Sessions are usually delivered in Arabic with English technical terms and materials. Full English delivery is available for in-company groups.
Can you run it inside our company?
Yes. In-company programs use exercises built on your own processes. Tell us the group size and preferred timing and we will send a proposal.
Will I receive a certificate?
Participants who complete the program and its assessment receive a certificate from The Excellence Center, which can be verified online.
More programs in this field
Get dates, fees and the full outline.
Tell us whether you are joining as an individual or planning a program for your team.