Hospitality, Service & Tourism
WSQ Hospitality and Tourism Courses
Service operations management in the tourism and hospitality industry. This industry requires a high level of coordination, communication, and facilitation.
In all these activities, service excellence means a lot to visitor’s experience. And to the business, it means repeat customers and word-of-mouth marketing. Quality customer service is an experience of feeling valued or heard. It may be the reason why a guest may prefer one tourism or hospitality provider over another.
The success or failure of our businesses and destinations depends on service.
What Skills Do I Need?
Customer Service
Customer Service is about being both positive and proactive. Even when dealing with a difficult customer. It’s important to smile, be polite and remain professional. On certain occasions, it can also be about going that extra mile for a guest or a patron.
Communication
Strong communication skills are highly valued in every industry. It is important that you can communicate in a way that is both clear and understandable. As well as a representative of your brand or your employer’s brand.
Cultural Awareness
A large percentage of the customers you face will be from abroad. This means working with people from a variety of cultural backgrounds. The ability to be culturally aware and adapt to attitudes and different norms is crucial to building a successful career.
Food and Beverage Management
In-depth product knowledge around food, wine, and other beverages sold on-premise. Moreover, it requires a thorough understanding of food safety. Managers are responsible for ensuring food handling is compliant with health and safety laws at every production point.
Leadership
Build a rapport within a team and gain the trust of the team. While listening, cooperating, and creating a positive team environment. It’s vital to foster cooperation, collaboration, and communication. At the same time meet and exceed the needs of guests.
Coaching
Improve team members’ competency and job satisfaction. Through training, performance evaluation, recognition, and motivation. Hospitality and tourism known for above-average staff turnover. The manager’s role in equipping new staff with the right skills and retaining trained employees is important.
Featured
Service Coaching
This course equips individuals with skills and knowledge in coaching for service performance. Understand the role of a coach in-service performance. Prepare the plan to coach and show the use of coaching techniques. Track the progress of improvements in service performance.
Drone Aerial Videography
Learn to capture stunning aerial footage with drone handling techniques and professionally edit them in this course.
Service Coaching
This course aims to equip individuals with skills and knowledge in coaching for service performance. It involves understanding the role of a coach in service performance, how to prepare the plan to coach, demonstrate the use of coaching techniques and how to monitor progress of improvements in service performance.
Effective Conflict Resolution
This course aims to provide supervisory staff with knowledge, skills and competencies to manage and resolve conflicts at workplace.
Effective Communication at the Workplace
This course aims to equip supervisory staff and above on knowledge, skills and tools to better communicate with external and internal stakeholders in order to ensure a harmonious workplace.
Adapt to Change at the Workplace
This course aims at equipping supervisory team members with knowledge and competencies to adapt to changing priorities, methods and practices by challenging the conventional way of carrying out work activities especially after the pandemic has happened.
Service Challenges
This module covers the skills and knowledge required for service staff to respond to challenging service situations with the use of appropriate verbal and non-verbal communication techniques.
Our Excellence Towards Service
This module is mapped to WSQ Demonstrate the Service Vision and WSQ Implement Operations for Service Excellence, and covers knowledge and application skills in demonstrating an organisation’s service vision, mission, and values, and recognising the role that one plays in them.
Deliver Personalised Service
This module is mapped to WSQ Provide Go-the-Extra-Mile Service and WSQ Project a Positive and Professional Image covering knowledge and application skills in equipping service staff with the mind-set to go the extra mile in providing exemplary service.
Engage in Service Innovation Initiatives
This module is aimed at equipping rank & file team members with the knowledge, skills and competency to recognise the importance of service innovation in the organisation.
Introduction to CRM
This course aims to equip staff with basic knowledge and skills on maintaining guest data and information with the aim of improving guest service delivery through the use of customer relationship management.
Service Guestroom & Serviced Apartments
This course equips participants with the necessary knowledge and application skills in servicing guestrooms/serviced apartments and be able to apply them to the workplace.
Apply Upselling & Suggestive Selling Techniques
This course is designed to equip participants with the ability to upsell and provide suggestive selling to guests and manage guests’ concerns or objections.
Promote Tourism
This module aims to equip participants with knowledge and application skills to gather, organise and promote Singapore’s tourism industry.
Service Excellence (Level 1)
This unit covers knowledge and application skills in Service Excellence, that is the knowledge and application skills in equipping service staff with the mind set to go the extra mile in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.
Food Safety Course (Food Safety and Hygiene Level 1)
Training Food Handlers to follow Food and Beverage Safety and Hygiene Policies and Procedures to ensure food safety
Service Excellence
To obtain knowledge and application skills in equipping service staff in providing excellent service. It involves demonstrating the qualities and characteristics of a service professional, creating a positive customer experience by offering customised and personalised service, and escalating areas of improvement that may enhance the customers’ experience.