Hospitality & Tourism


Course Details & Registration Information

Course
Guest Services Telephone Etiquette
Name
HOS-4040I3
Available Classes
Not currently offered.
Description Course Outline Requirements Intended Audience More Details
Intended Audience
Interest in a certification in hospitality, customer services, call centers and those transitioning into the workplace.
Description
Guest Services Telephone Etiquette is a comprehensive certification course that imparts information and skills required for success in a customer service call center. Students will learn key elements in connecting with customers positively and professionally. Students will also explore various careers for the guest service industry. Upon successful completion, students will receive an industry recognized credential from American Hotel & Lodging Educational Institute.
Course Objectives
  1. Learn key elements to deliver high quality call center guest service.
    Learn to understand the importance of superior performance, customer service & team work.
    Learn how to connect with customers and provide a personalized experience.
    Understand key elements regarding policy and procedures.
    Learn essential telephone and listening skills.
    Learn how to handle irate customers.
    Learn questioning techniques to determine customer needs.
Outline of Instruction
  1. Formula for Recovery and Personalization
    Be In The Know
    Passion: Inspire Others
    Commitment: Be All In
    Inclusion: Include Everyone
    Personality: Be Yourself
  2. Customer Service Training
    Essential Telephone Skills
    How to Handle the Irate Customer
    Listening Skills to Improve Engagement
    Questioning Techniques to Determine Customer Needs
Contact Hours
20
CEU's
2
Industry Standard, State, or National Certification
Yes
Certification
American Hotel & Lodging Educational Institute
Website URL
https://ahlei.org/
Certification Learning Outcomes/Requirements
  1. 1.Students will be prepared for an entry-level position in various hospitality departments.
    Upon successful completion, students will receive a Guest Service Gold certificate issued by the American Hotel & Lodging Educational Institute.
CE to CU Articulation
No
Prerequisites
N/A
Text and Supplies Needed
N/A
Clinical Site/Special Facilities
N/A
Requirements for Successful Completion of this Course
  1. Attendance 90% or above
  2. Participation
  3. Students must actively participate in class. Complete all assignments given by the instructor
    Must obtain a 70% or higher grade on Guest Service Gold exam to receive credential from American Hotel & Lodging Educational Institution
Accreditation/Special Approval Requirements
N/A
Intended Audience
Interest in a certification in hospitality, customer services, call centers and those transitioning into the workplace.
Specific Industry or Business Support Needs
Guest services, hospitality,call center, customer service representative, customer support, telephone support specialist, hotel reservation agent
Wake County Need for Industry Positions
Call center and customer service occupations are the highest total annual average openings in Wake County
Industry or Job Titles Related to training Outcomes for Employment
  • Hotel Reservation Agent
  • Telephone Support Specialist
  • Guest Services
Related Courses
Course Contact Information
Carolyn Vinson
919-866-6126