Category:

Hospitality & Restaurant Courses, Finance & Administration Courses

Description
Curriculum

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

Programme Outline

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

Facilitators

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.

Enrollment Criteria

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

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

Enroll Now

Amount Paid

Payment Date (MM/DD/YY)

Preferred Training Location

Course of Interest

Preferred Training Batch

Plan

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.

Classroom
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

Anthony Ani

“Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”

Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited

"I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "

Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada

"The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."

Uju Edinbus | Perform Group (Goal.com)

"I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."

Mojisola Mosuro PMP | ExxonMobil

“As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”

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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
Bid and Tender Management	Warehouse and Inventory Management

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.