Hospitality Management

On-the-job benefits

The “Hospitality Management: Running a World-class Operation” course participants will gain the following significant benefits:
  • Development and/or maintenance of a great reputation
  • Confidence to deal with a wide range of customer-based situations
  • Increased Customer Lifetime Value (CLV)
  • Development of customers into company advocates

Target Audience

This “Hospitality Management: Running a World-class Operation” course is recommended for:

Employees and managers of retail and hospitality


There are no pre-requisites for this course.


Upon completing this course you will be able to:
  • Know what drives hospitality (mission, vision, values, policies)
  • Understand the difference between service and hospitality (behavioral)
  • Transform the mindset from “steps of service” to hospitality
  • Overview of specific situations and angry customers
  • Strategies for working as a team
  • Internal vs. External customers


What is customer service?

  • Brand
  • Vision
  • Mission
  • Values
  • Policies

Customer focus

  • Steps of service
  • Positive first impression
  • Identifying customer needs
  • Meeting and exceeding needs
  • Hospitality

Complicated situations

  • Teamwork
  • Angry customers/conflict
  • Other situations

Everyone has customers

  • Internal vs external customers
  • Everyone should be customer focused
  • Benefits

Course Details

Dates & Location
January 16 – 17, 2017 (1.5 days)
AUPP New Campus

Tuition Cost
Individual enrollments: $350 per person
Early Individual enrollments: $315 per person

Want More Information?

Check our Course Outlines (PDF) here: Essentials of Customer Service CLPD Course Outline

You can also contact us at:

Phone: 023 990 023