Session 1:

Highlights

• It gives an overview of role, importance, and key skills of customer service in tourism and hospitality industry
• Describes travel motivation and types of tourists

Benefits

• Explains different sectors and benefits of customer service
• It also helps in gaining knowledge in various needs of tourists and the role of customer service executives

Session 1:

Highlights

• This session provides an brief idea about hospitality laws, and regulatory policies associated with tourism and hospitality industry
• It also provides effective outline of governing laws in India for setting up hotels

Benefits

• It explains important guidelines for the approval of different hotels and home stays
• It classifies and reclassifies hotels based on regulatory policies in India

Session 2:

Highlights

• The session presents tips and tricks to meet customers for the first time as a customer executive
• Highlights different elements of grammar essential for communication skills improvement

Benefits

• It assists learners by providing overview of duty roaster, rotating roaster, balancing day part skills, employee versatility and many such important aspects
• Learners can understand the meaning of itinerary and importance of dressing formally

Session 1

Highlights

• The session highlights the importance of verbal and non verbal communication for dealing with customers.
• It also elaborates various non verbal gestures, voice quality and body languages to improve the communication skills

Benefits

• Learners would learn to improve voice quality, body languages, body position, facial expression and gestures in this session
• They would understand the importance of greet process in hospitality sector

Session 2

Highlights

• The session provides an understanding on customer needs, wants, and customer confidentiality
• It also gives details on how to treat customers properly and how to apologize to customers

Benefits

• Learners would learn six basic customer needs- friendliness, empathy, fairness, control, alternatives and information
• They would understand how to maintain confidentiality of customer’s information

Session 1

Highlights

• The session gives details on the role of transportation in tourism
• It also highlights roles of different sectors of airport authority. It also provides a glance on luxury railway transportation

Benefits

• Learners learn to know different departments of the airport system- baggage handling, reservation counter, check-in counter, baggage make up area, boarding gate and regional of aircraft movement and parking area and their functions in transportation
• Learners get idea about the history, departments and function of Palace on Wheels

Session 2

Highlights

• The session presents a step-by-step solution to handle complaints from dissatisfied customers
• It explains how to stick to company policies while providing service and how to prevent complaints from pouring in while handling customers

Benefits

• The session provides benefits of attending requirements, problems and emergencies of customers
• Learners can understand how to respond to any referred customer emergencies, problems and requirements promptly and in accordance with company policies

Session 3

Highlights

• The session describes classification of hotels according to the hotel size, location, target markets, levels of service, facilities provided, number of rooms, ownership and affiliation etc.
• It provides brief descriptions of each types of hotels and their hospitality functions

Benefits

• This session presents a chart and a list of factors which influence in classification of hotels
• Learners can identify how different aspects like target markets, location, affiliation, ownership etc affect hotel classification

Session 1

Highlights

• This session gives an overview about personal safety tips for customers essential while travelling in places and checked in hotels
• Highlights various rules need to be followed by the customers while visiting religious place, shops and malls, cultural place

Benefits

• Learners would get benefits by learning different safety measurements in tourism and hospitality sector to guide their customers effectively
• It also provides types of restaurant concepts and safety instructions against slip and falls

Session 2

Highlights

• The session explains the importance of empathy while managing customers and handling their needs
• It also provides tips for positive agreement with customers

Benefits

• Learners can experience some conversations between receptionists or executives and guests which help in getting key points to be remembered while making rapport with them
• The session also benefits by providing tips to improve check-in skills

Session 1

Highlights

• This session provides a detail concept of personal hygiene and how it affects customer meeting and greeting process
• The session also provides tips on how to take care of different body parts

Benefits

• The session helps the students in understanding appropriate greeting process and how personal hygiene helps in creating first impression
• Students can understand some important do’s and don’ts while taking care of different body parts

Session 2

Highlights

• The session presents outcomes of effective and poor communication, things to avoid while communicating with guests
• It provides tips to guide learners for effective communication

Benefits

• Learners can understand service standards and the criteria to provide good services to the customers
• The session informs the necessity of active listening while providing effective customer services

Session 3

Highlights

• The session describes ways to handle difficult customers
• It also highlights the meaning of service recovery and provides some tips to solve customer’s problem

Benefits

• Learners will get to know how to keep customers informed and reassured
• It also helps in learning appropriate behaviours which customer executive must adapt to respond effectively to different customer behaviour

Session 1

Highlights

• This session provides an overview of effective communication and how it helps in customer satisfaction
• Describes the importance of co-ordination in tourism industry

Benefits

• It shows best ways to receive and pass information
• It gives a list of different types of commitments and its necessity in meet and greet customer service

Session 2

Highlights

• Display helpful behaviour by assisting others in performing tasks in a positive manner
• Display active listening skills while interacting with others at work

Benefits

• The session benefits in knowing and understanding different ways to solve conflicts within a team
• It gives a thorough idea about the necessity and improvement procedures of positive attitude, positive thinking and active listening

Session 1

Highlights

• The session focuses on the listing of open questions that have been prepared to cover up back to back all the sessions under this course. 
• Model answers for the questions are prepared accordingly based on the issues covered by the sessions of this course.
• The model answers to the questions prepared under this session for assessing participants’ understanding of the concepts discussed in the course and their application. 

Benefits

• Since the list of questions is prepared to cover the entire course modules, the answers to the questions provided by the students show their ability to understand the concepts discussed, and their applications in an effective manner. 
• The model answers acting as benchmarks that empower the students to evaluate his/her own performance and clarity of understanding. 
• The model answer enables the student to reduce the knowledge gap involved and thereby enhances the level of understanding.