Prepare to Impress
Apply the key standards, decisions and workplace procedures in prepare to impress.
Download PDF handout
About the course
Anticipatory Service Excellence
A free practical course in noticing guest cues, listening with purpose, personalising service and anticipating needs across face-to-face, telephone, email and digital guest interactions.
What you will learn in every lesson
Notice Guest Cues
Apply the key standards, decisions and workplace procedures in notice guest cues.
Download PDF handoutActive Listening
Apply the key standards, decisions and workplace procedures in active listening.
Download PDF handoutAnticipation & Personalization
Apply the key standards, decisions and workplace procedures in anticipation & personalization.
Download PDF handoutDiscretion & Details
Apply the key standards, decisions and workplace procedures in discretion & details.
Download PDF handoutResolve & Notify
Apply the key standards, decisions and workplace procedures in resolve & notify.
Download PDF handoutDigital Responsibility & Security
Apply the key standards, decisions and workplace procedures in digital responsibility & security.
Download PDF handoutSafety Awareness
Apply the key standards, decisions and workplace procedures in safety awareness.
Download PDF handoutThe Golden Rules of Hotel Telephone Etiquette
Apply the key standards, decisions and workplace procedures in the golden rules of hotel telephone etiquette.
Download PDF handoutDifficult & Sensitive Calls
Apply the key standards, decisions and workplace procedures in difficult & sensitive calls.
Download PDF handoutProfessional Email Etiquette
Apply the key standards, decisions and workplace procedures in professional email etiquette.
Download PDF handoutReady-to-Use Email Templates
Apply the key standards, decisions and workplace procedures in ready-to-use email templates.
Download PDF handout