Service Excellence 

Certificate of completion (supplied by PasarTrainer)

Training Material

* Use Google Form/Quizziz to conduct test

A  multiple-choice test to assess the participants' proficiency level prior to enrolling in the training program.


Pre-Test (5-10 Questions - Google Form/Quizziz)

* Mehrabian Theory
* Unprofessional staff (Video)


This module explains an overview of First Impression 

Module 1: First Impression 

* How to create a personal experience
* To go above and beyond guest expectation


This module explains an overview of Anticipate

Module 2: Anticipate 

* What is Smart Talk 
* What is non-business chat?
* Example of non-business chat 


This module explains an overview of Smart Talk


Module 3: Smart Talk 

* How we say thank you with impressif manner
* Why we have say thank you?

This module explains an overview of Thank 

Module 4: Thank 

Today’s hospitality staff (everyone who are working in the service industry) have to give service excellence to their customer as the impact of the current and foreseeable turbulent conditions. They have to be able to understand the fundamental aspect of delivering service excellence to increase productivity, and discipline in the workplace as an easy and effective way to boost guest satisfaction they have to know the business and organization well enough to know what kind of service excellence best practices. Simply said, the Service Excellence need to drive the whole approach to operation and production as well as project a positive image of the company.

After completion of this program, participants will be better able to:
* to define service excellence
* to understand the Importance of Service Excellence
* to effectively respond professionally to an Internal and External Customer
* to learn and understand the easy and effective keys to boost up guest satisfaction