Three Week Course

Our informative, interactive three week course will provide you with everything you need to know about all aspects of Customer Service, The three week course will include everything in our one day and one week course, plus a lot more. See below for details.

Week One:

*     An Introduction To The World of Hospitality

*     An Introduction To Customer Service

*     The “Service Heart” (Do You Have It?)

*     The Pineapple Tradition

*     Service Philosophy Is A Way of Life

*     Success In Service

*     Moments of Truth

*     Get Ready to Serve: Where Excellence Starts

*     Stand and Deliver: Know the Nine Expectations

*     The Communication Jungle: Understanding Different Communication Styles

*     It's Not What You Say: Rephrasing for Better Relationships

*     The Good, the Bad, and the Ugly: Dealing with Difficult Customers

*     Tools of the Trade: Voicemail, Email, Memos, and More

*     The Clinic: What We Can Do Better

*     Customer-Service Stress: 15-Minute Mini Spa

Week Two:

*     Recap of Week One

*     The Disney Approach To Customer Service

*     How are Customer Service, Hospitality, and Tourism Connected?

*     Benefits of Tourism

*     Long Term Prospects 20/20 Vision

*     The Five Ages of Tourism

*     Introducing Cesar Ritz – The Original Innkeeper!

*     What Is a Guest - What Is a Customer?

*     What Is Guest/Customer Service?

*     The Principles of Customer and Guest Service

*     Is The Guest/Customer Always Right?

*     Introduction To Hotel Departments

*     (Rooms Division)

*     Front Desk

*     Housekeeping

*     Laundry

*     Guest Services

*     Specialized Guest Services

Week Three:

*     Recap of Week Two

*     An Introduction To Food & Beverage

*     Kitchen

*     Catering

*     Banquets

*     Restaurants

*     Room Service

*     Mini-Bars

*     Lounges

*     Bars

*     Stewarding

*     Field Visit To a Local Hotel

*     Beverages

*     The History of Wine

*     Making Wine

*     Matching Wine With Food

*     Wine & Health

*     How To read a Wine Label

*     Light Beverage Wines

*     Sparkling Wines

*     Fortified Wines

*     Aromatic Wines

*     Day Trip To a Vineyard

*     Special Events

*     What Do Event Planners Do?

*     Event Management

*     Challenges To Event Planners and Event Managers

*     Class Project: Create An Event and Plan It Out

*     The Importance of Human Resources

*     Employee Orientation

*     Training & Development

*     Employee Recognition

*     GRADUATION DAY

*     Recap of the entire course

*     Catered Lunch

*     Photographs

*     Graduation

The descriptions of each module are too lengthy to list here but if you have a desire to know more, please feel free to call us.

The cost of this three week course is a very affordable $899.00 (For those students attending from out of town, optional, affordable, discounted accommodations are available at The Firehouse Inn. Please note, this will be a popular course so accommodations at The Firehouse Inn will be limited. For further details of the course please call David Robinson - 828-286-9030.