Service & Guest Relations

This Hospitality and Service Fundamentals course teaches you how to define the basic principles of hospitality and service, giving you the best opportunity to provide impeccable hospitality and service in your venue. 

Course topics include: 

• The difference between hospitality and service 
• Characteristics of a skilled hospitality professional 
• Key components of great hospitality 
• The nine basic principles of hospitality and service. 

This course has been optimised for desktop and mobile viewing. 

Personal presentation and hygiene is not only important for your own mental and physical health, it is also one of the pillars of good customer service. People first see you, then they hear you. So even before you begin talking, someone may have already formed an opinion about both you and the venue you represent.

Personal presentation ties into good etiquette, understanding codes of behaviour, and even shows good communication skills. In this course, we will look at how to maintain your personal grooming and hygiene, and ensure you never let it slip!

This course will cover:

• How personal presentation and hygiene affects the customer experience
• Personal presentation standards at work
• How to create and maintain a hygiene routine
• Which products are necessary for personal hygiene and presentation
• How to approach a staff member who has issues with their personal presentation and hygiene.

Effective communication skills help you express yourself and understand others. They enable you to convey complex ideas, engage audiences, drive action and ask for help or support. Having good communication skills also means being able to explain yourself in a way that others can understand and reciprocate.  

This course will explore how to effectively convey information and ideas verbally, and to understand body language cues from others.

To do so, this course will cover:

• Effective communication skills, such as reinforcement and storytelling
• Active listening as part of communication
• How to ask questions to improve communication
• Parts of the body that engage in non-verbal communication
• How to pick up on non-verbal cues
• A final quiz to check your knowledge of verbal and non-verbal communication.

This course has been optimised for both desktop and mobile viewing.

Building good relationships with customers is key to providing unforgettable service experiences. Fostering and nurturing good relationships helps you have calmer and more enjoyable interactions and goes a long way in creating repeat business.

In this course, we explore techniques for building rapport. This includes the use of conversation, personalisation, body language and managing emotional reactions.

This course covers:

• The definition of rapport and five key tips to build rapport successfully
• How to personalise service to build rapport
• The do's and don'ts of good conversation
• Non-verbal cues of success in building rapport
• Personal characteristics to draw on when working to build rapport.

This course has been optimised for both desktop and mobile viewing.

Working within the hospitality industry, you are likely to encounter intoxicated guests throughout your career. As a hospitality worker, you must be prepared to handle the situation in a calm, professional manner.

Filmed on-location in Merivale’s Queen Chow restaurant, this bite-sized training video demonstrates how to identify key signs of intoxication and react appropriately, while ensuring the safety of yourself and your team.

This bite sized course provides a comprehensive overview of upselling, its significance and effective implementation techniques. 

Bar Bites are short 2-5 minute courses intended to provide essential knowledge on a variety of bar-related topics. Covering popular cocktails, different spirits, and quality service, Bar Bites are suitable for those new to the field or experienced individuals looking to refresh their knowledge.