Description:

This course covers the essential steps and key elements involved in the courtesy call process within the hospitality industry, specifically focusing on hotels. Students will learn the importance of courtesy calls, how to effectively conduct them, and how to handle various situations and guest interactions professionally and efficiently.

To train hotel staff on the importance, execution, and best practices of courtesy calls to enhance guest satisfaction and build strong relationships.

Key Highlights:

• Importance of Courtesy Calls
• Effective Communication Skills
• Professional Guest Interactions

✔️ Enhance guest satisfaction through proactive communication

✔️ Learn the ideal timing and approach for courtesy calls

✔️ Master professional scripts for different guest scenarios

✔️ Handle guest requests, complaints, and special follow-ups effectively

✔️ Improve guest relations and service recovery through structured calls

✔️ Ensure smooth coordination with hotel management for guest needs

What you will learn:

• Understand the Role of Courtesy Calls
  Learn why courtesy calls are crucial in hotels and how they contribute to guest satisfaction.
• Enhance Communication Skills
  Develop effective communication strategies for conducting courteous and professional calls with guests.
• Handle Guest Interactions with Confidence
  Gain the skills to handle various guest interactions and situations confidently and poise

🔹 The Purpose of Courtesy Calls – Why they matter in guest experience

🔹 When & Whom to Call – Timing, guest categories, and exceptions

🔹 How to Make Effective Courtesy Calls – Scripts, tone, and handling responses

🔹 Special Scenarios & Follow-ups – Complaints, billing, and departure details

🔹 Post-Call Best Practices – Logging feedback, escalating issues, and reporting

🔹 Building Guest Relationships – Using courtesy calls to personalize experiences