Exceptional guest relations are the cornerstone of success in the hospitality industry, and at its heart lies emotional intelligence. This comprehensive training course equips guest relations professionals with the crucial skills to understand, manage, and utilize their own emotions and those of guests to create positive and memorable interactions. Learn how to build rapport, empathize with guest needs, handle challenging situations with grace, and foster strong, lasting relationships that enhance guest satisfaction and loyalty through heightened emotional intelligence. Mastering emotional intelligence in guest relations is paramount for exceeding guest expectations and building a thriving hospitality business.
This intensive training course delves into the specific applications of emotional intelligence within the dynamic environment of guest relations. We will explore key competencies such as self-awareness, self-regulation, social awareness (empathy), and relationship management, and how they directly impact guest interactions. You'll learn practical techniques for active listening, effective communication, conflict resolution, and building trust, all while developing a deeper understanding of guest emotions and motivations. By cultivating your emotional intelligence, you'll be empowered to transform routine encounters into exceptional and personalized guest experiences.
Duration
5 Days
Course Outline
Module 1: The Power of Emotional Intelligence in Guest Relations
Module 2: Cultivating Self-Awareness in Guest Interactions
Module 3: Mastering Self-Regulation in Guest Encounters
Module 4: Enhancing Social Awareness: Empathy in Guest Relations
Module 5: Building Rapport and Positive Guest Relationships
Module 6: Handling Guest Complaints and Conflicts with Emotional Intelligence
Module 7: Personalizing Guest Experiences through Emotional Connection
Module 8: Cultivating a Culture of Emotional Intelligence in Guest-Focused Teams
Training Approach
This course will be delivered by our skilled trainers who have vast knowledge and experience as expert professionals in the fields. The course is taught in English and through a mix of theory, practical activities, group discussion and case studies. Course manuals and additional training materials will be provided to the participants upon completion of the training.
Tailor-Made Course
This course can also be tailor-made to meet organization requirement. For further inquiries, please contact us on: Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Training Venue
The training will be held at our Skills for Africa Training Institute Training Centre. We also offer training for a group at requested location all over the world. The course fee covers the course tuition, training materials, two break refreshments, and buffet lunch.
Visa application, travel expenses, airport transfers, dinners, accommodation, insurance, and other personal expenses are catered by the participant
Certification
Participants will be issued with Skills for Africa Training Institute certificate upon completion of this course.
Airport Pickup and Accommodation
Airport pickup and accommodation is arranged upon request. For booking contact our Training Coordinator through Email: info@skillsforafrica.org, training@skillsforafrica.org Tel: +254 702 249 449
Terms of Payment: Unless otherwise agreed between the two parties’ payment of the course fee should be done 7 working days before commencement of the training.
Dates | Fees | Location | Apply |
---|---|---|---|
02/06/2025 - 06/06/2025 | $1500 | Nairobi |
|
09/06/2025 - 13/06/2025 | $1750 | Mombasa |
|
16/06/2025 - 20/06/2025 | $1500 | Nairobi |
|
23/06/2025 - 27/06/2025 | $1500 | Nairobi |
|
07/07/2025 - 11/07/2025 | $1500 | Nairobi |
|
14/07/2025 - 18/07/2025 | $3500 | Johannesburg |
|
21/07/2025 - 25/07/2025 | $1500 | Nairobi |
|
04/08/2025 - 08/08/2025 | $1500 | Nairobi |
|
11/08/2025 - 15/08/2025 | $1750 | Mombasa |
|
18/08/2025 - 22/08/2025 | $1500 | Nairobi |
|
25/08/2025 - 29/08/2025 | $1500 | Nairobi |
|
01/09/2025 - 05/09/2025 | $1500 | Nairobi |
|
08/09/2025 - 12/09/2025 | $3500 | Dar es Salaam |
|
15/09/2025 - 19/09/2025 | $1500 | Nairobi |
|
22/09/2025 - 26/09/2025 | $1500 | Nairobi |
|
06/10/2025 - 10/10/2025 | $1500 | Nairobi |
|
13/10/2025 - 17/10/2025 | $3000 | Kigali |
|
20/10/2025 - 24/10/2025 | $1500 | Nairobi |
|
27/10/2025 - 31/10/2025 | $1500 | Nairobi |
|
03/11/2025 - 07/11/2025 | $1500 | Nairobi |
|
10/11/2025 - 14/11/2025 | $1750 | Mombasa |
|
17/11/2025 - 21/11/2025 | $1500 | Nairobi |
|
24/11/2025 - 28/11/2025 | $1500 | Nairobi |
|
01/12/2025 - 05/12/2025 | $1500 | Nairobi |
|
08/12/2025 - 12/12/2025 | $1500 | Nairobi |
|
15/12/2025 - 19/12/2025 | $1500 | Nairobi |
|