Improving Service Quality Course

Improving Service Quality Course Overview

The Improving Service Quality Course is tailored to equip professionals in the hospitality sector with the knowledge, skills, and tools necessary to ensure exceptional service quality in hotels, restaurants, resorts, and related establishments. During the course of training, participants will learn the critical role that service quality plays in guest satisfaction, brand reputation, and overall success in the highly competitive hospitality sector. At the end of the training, participants would be empowered to deliver unparalleled guest experiences and maintain high service standards.

Who Should Attend

  • Individuals looking to start careers in the hospitality industry
  • Job-seekers looking to  gain employment in the industry
  • Managers and senior-level executives in the industry
  • Entrepreneurs looking to take on a business venture in hospitality
  • Anyone enthusiastic about learning more about the industry

Introduction to Service Quality

  • What is service quality?
  • Importance of service quality in the hospitality industry
  • The five dimensions of service quality
  • Measuring customer satisfaction
  • Identifying and addressing areas for improvement

Developing a Service Quality Assurance Program

  • Developing performance measurement systems
  • Conducting audits and inspections
  • Providing feedback and coaching to staff
  • Continuous improvement

Understanding Guest Expectations

  • Guest expectations and needs analysis
  • Managing guest perceptions
  • Guest persona development

Service Quality Assurance in the Hospitality Industry

  • Service quality assurance in hotels
  • Service quality assurance in restaurants
  • Service quality assurance in other hospitality businesses
  • Case studies and best practices

Staff Training and Motivation

  • Training Programs for Service Excellence
  • Motivating Hospitality Staff
  • Role of Leadership in Service Quality

Handling Service Challenges

  • Complaint Management and Resolution
  • Dealing with Difficult Guests
  • Crisis Management

Leveraging Technology for Service Quality

  • Technology Trends in Hospitality
  • Implementing Customer Relationship Management (CRM) Systems
  • Use of Data Analytics for Service Enhancement

Adeola Badmus

I am Adeola, my 15-year professional career has spanned several roles, organizations, and sectors. I served as a project manager in IntroIT Consulting, Head of Institute / Chief Operating Officer for the Institute for Advance e-Studies, I currently hold the position as the senior project consultant & marketing director for Piston & Fusion. My qualification includes MSc. In Marketing, BSc. In Business Administration, Digital Marketing, PMP, PRINCE 2, NEBOSH, Level 3 Award in Education & Training. I have been privileged to attend some of the best institutions globally, the University of Lagos, Lagos Business School, and the University of Liverpool (UK). I am a member of AMA, PMI & IOSH. I have trained over 4000+ professionals in marketing, branding, project management, data analytics, and other business-related programs.

Participants enrolling for this programme will be required to have minimum of 3 years’ professional experience. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.

Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below.

Application Process

  1. Start a chat with the online course adviser or complete the application form
  2. Application will be reviewed by programme committee
  3. Application acceptance will be communicated by programme committee
  4. Pay the programme fee after receiving acceptance from the committee
  5. Check your mail for programme schedule and payment confirmation

    Participant’s Experience

    What is included in the Course Programme Pack

    • Practice Manual & Textbook
    • Participants workbook & Exercises
    • Templates for professional practice
    • Local & international case studies
    • Recognized Certification of Completion
    • Branded Personalized programme pack & stationaries
    • Breakfast & Lunch
    • 3 Star Accommodation (Optional – Available on Request)

    Kindly note all training materials for the Virtual Online classes will be in electronic formats (PDF & MS Word)

    Improving Service Quality Course Fees & Dates for Upcoming Classroom & Virtual Online In 2024

    Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.

    Improving Service Quality Programme
    Course Objective: The Programme focus is to help participants deliver unparalleled guest experiences and maintain high service standards.
    Weekday Date: Contact Us
    Weekend Date: Contact Us
    Location: 122a Obadina Street, Omole Phase 1 Ikeja Lagos
    Virtual Class Fee: ₦100,000 | $160
    Weekday Date: Contact Us
    Weekend Date: Contact Us
    Location: Microsoft Teams | Zoom

    Why Piston & Fusion Is Ranked Amongst the Best Business Institute In Nigeria

    • We have trained 6000+ professionals
    • We have over 10 years industry experience
    • Our facilitators are experienced and certified
    • We offer post training career advice and support

    People who enrolled for this course, also enrolled for the following courses

    Quality Assurance Quality Control
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    All You Need to Know About Improving Service Quality

    Why Is Assurance in Service Quality Important?

    Assurance in service quality is a vital part of the service process. It ensures consistency, provides a competitive edge, enhances guest satisfaction, reduces risk, and ultimately contributes to profitability and long-term success.