Course Description:
This course develops students’ essential communication and customer service skills for the hospitality industry. It covers the principles of effective communication, verbal and non-verbal communication, active listening, empathy, service encounters, the service environment, customer experience, service recovery, handling difficult customers, and problem-solving. Students develop their ability to understand customer needs, respond appropriately to service situations, and communicate professionally across different hospitality contexts. The course also emphasizes teamwork and continuous improvement in guest service.
Course Objectives
The objective of this course is to develop students’ knowledge and practical skills in communication and customer service within the hospitality industry. It focuses on understanding effective communication principles, applying verbal and non-verbal communication techniques, analyzing customer needs and service situations, handling difficult customers, resolving service problems, and working collaboratively to improve guest experiences and service quality.- Teacher: عمار محمد الرمضان