This comprehensive course is designed to equip hospitality and food service professionals with the knowledge, mindset, and skills to deliver exceptional customer experiences and world-class service standards across all areas of the Food & Beverage (F&B) industry.
Participants will explore the psychology of customer satisfaction, the principles of service design, and the operational systems required to build loyalty and trust. The programme combines practical strategies for customer interaction, service recovery, and staff engagement with leadership insights that foster a culture of hospitality excellence.
By the end of the course, participants will understand how to transform everyday customer interactions into memorable brand experiences that drive repeat business and long-term growth.
By the end of this course, participants will be able to:
- Understand the key principles of customer experience (CX) management in F&B settings.
- Apply service excellence frameworks to enhance satisfaction and loyalty.
- Design and implement service standards that reflect brand identity and culture.
- Manage complaints and service recovery effectively and empathetically.
- Foster a customer-centric culture through leadership and staff empowerment.
This course is ideal for:
- Restaurant Managers and F&B Supervisors.
- Hospitality and Service Quality Professionals.
- Customer Relations and Guest Experience Managers.
- Hotel and Resort Operations Leaders.
- Entrepreneurs and Business Owners in the F&B sector.
The course integrates interactive lectures, customer journey mapping, and scenario-based learning. Participants will engage in group discussions, role-play exercises, and service design activities to apply theoretical concepts in practical, real-world contexts.
Day 5 of each course is reserved for a Q&A session, which may occur off-site. For 10-day courses, this also applies to day 10
Section 1: Understanding Customer Experience in F&B
- Defining customer experience and its strategic importance in hospitality.
- Analysing customer touchpoints — before, during, and after the dining experience.
- The psychology of satisfaction: expectations, perception, and emotion.
- Building a consistent and differentiated brand experience.
Section 2: Principles of Service Excellence
- The fundamentals of service excellence and quality management.
- Setting service standards and key performance indicators (KPIs).
- Aligning service delivery with brand promise and customer expectations.
- The role of staff behaviour, empathy, and attitude in service outcomes.
Section 3: Designing and Managing the Guest Journey
- Mapping the customer journey in different F&B contexts.
- Identifying critical moments of truth in guest interactions.
- Integrating technology to enhance convenience and personalisation.
- Continuous improvement through feedback, analytics, and reviews.
Section 4: Service Recovery and Complaint Management
- Turning service failures into loyalty opportunities.
- The LEARN and HEART models for handling complaints effectively.
- Emotional intelligence in managing difficult customers.
- Building resilience and confidence in front-line service teams.
Section 5: Leadership, Culture, and Sustainable Excellence
- The role of leadership in creating a service excellence culture.
- Coaching and motivating teams to deliver consistent service quality.
- Linking employee engagement with customer satisfaction metrics.
- Developing long-term CX strategies for sustained business success.
عند إتمام هذه الدورة التدريبية بنجاح، سيحصل المشاركون على شهادة إتمام التدريب من Holistique Training. وبالنسبة للذين يحضرون ويكملون الدورة التدريبية عبر الإنترنت، سيتم تزويدهم بشهادة إلكترونية (e-Certificate) من Holistique Training.
شهادات Holistique Training معتمدة من المجلس البريطاني للتقييم (BAC) وخدمة اعتماد التطوير المهني المستمر (CPD)، كما أنها معتمدة وفق معايير ISO 9001 وISO 21001 وISO 29993.
يتم منح نقاط التطوير المهني المستمر (CPD) لهذه الدورة من خلال شهاداتنا، وستظهر هذه النقاط على شهادة إتمام التدريب من Holistique Training. ووفقًا لمعايير خدمة اعتماد CPD، يتم منح نقطة CPD واحدة عن كل ساعة حضور في الدورة. ويمكن المطالبة بحد أقصى قدره 50 نقطة CPD لأي دورة واحدة نقدمها حاليًا.
العلامات
- كود الكورس IND10 - 119
- نمط الكورس
- المدة 5 أيام
الدورات المميزة
