“WOW” Your Guests!


This series of ten (10) bite-sized modules is specially designed to introduce the art of hospitality service to members of the hospitality industry from frontline staff to back of the house personnel. From insights on the service mindset, competencies for application, to embracing service values, these series of modules will equip participants with comprehensive skill sets for providing the “WOW” service, any time, any place.

Each module will incorporate the key insights, toolkits for applying the key competencies, and practice sessions for reinforcement of skill sets covered.

Who should attend?

This course is beneficial and useful to hotel staff in any position, be they from the front office, food and beverage operations, housekeeping or back-of-the-house personnel. 

Learning Outcome

When you apply what you learned at work, you will:

  • Acquire deeper insights into the field of guest service and experience in the hospitality industry
  • Create positive and memorable impressions with your guests through professional etiquette
  • Make your guests feel valued and special through your professional presence
  • Increase personal and organisational engagement with your guests through the art of communication and effective telephone techniques
  • Win back your unhappy guests by righting your service
Course Structure

Course Duration & Structure

Each session is 4 hours and comprises of 2 modules.  It is recommended that all participants attend Session 1: “WOW” Your Guests! And Cultivating The Art of Hospitality Service as foundation modules before enrolling other sessions on an independent basis.

Kindly refer to the CET Programme Calendar or contact our friendly course consultants for the course schedule.


Discussion, case studies, role-plays, video discussions or story telling


Each participant will receive a Certificate of Participation from SHATEC upon full attendance of each module.

Course Outline
SESSION 1 – 21 March, Thursday  (0900 hr – 1300 hr)
“WOW” Your Guests!
  • The Moment of Truth
  • Service as an art form
  • Success Factors of Developing The Art of Service
  • Service Mindsets
  • Service Attitudes
Cultivating The Art of Hospitality Service
  • Techniques of Building Service Mindsets And Attitudes
  • KSAs for “WOW” Service
  • Practice Makes For Perfect Hospitality Service
SESSION 2 – 21 March, Thursday  (1400 hr – 1800 hr)
Psychology Of The Hotel Guest
  • The Hotel Guest
  • Perceptions And Expectations Of The Hotel Guest
  • Applying EQ In Guest Interactions
Essentials Of Cultural Diversity In Hospitality Service
  • The Hotel Guest
  • Social And Cultural Differences in Hospitality Context
  • Approaches To Managing Cultural Diversities
  • Techniques Of Responding To Different Cultural Expectations
SESSION 3 – 28 March, Thursday  (0900 hr – 1300 hr)

First Impression – Professional Etiquette


  • Deep Dive Into The Psychology Of First Impression
  • First Impression Matters!
  • Creating A Positive First Impression
Make Your Service Special – Professional Presence
  • What Is “Professional Presence”
  • Professional Presence During Service
  • Developing Professional Presence
SESSION 4  – 28 March, Thursday  (1300 hr – 1800 hr)

Engage Your Guest – The Art of Service Communication


  • Guest Engagement: Art Of Service Communication
  • Guidelines For Communicating With Guests
  • Listening Vs. Hearing
  • Attentive Service: Details Count!
Beyond Just Service – Anticipate Guests Needs
  • Walking The Extra Mile In Service Delivery
  • Understanding Unexpressed Needs
  • Techniques Of Providing Anticipatory Service
SESSION 5 – 11 April, Thursday  (0900 hr – 1300 hr)
Right Your Service: Service Breakdowns & Recovery
  • Service Breakdowns: What, When, How & Why
  • Guests’ Responses During Service Breakdowns
  • Guests’ Expectations Of Service Recovery
  • Right The Service – Techniques Of Service Recovery
Right Your Service: Winning Back The Unhappy Guests
  • An Anatomy Of The Unhappy Guest
  • Perspective Taking – In The Shoes Of The Unhappy Guest
  • Strategies To Win Back The Unhappy Guests
Course Fee
Fee per session  Fee for subsequent sessions
Full Course Fee Per Person, Incl. GST $150.00 $135.00

Each session is 4 hours and includes one refreshment break.

Continuing Education
and Training

Tel: 6415 3513 / 514 / 590 / 508 / 547 / 531
Email: cet@shatec.sg