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Customer Service in the Hospitality Industry Course.


Hospitality Management and Food Safety and Hygiene course introduces the functions, operations and organization of the food and beverage department in the hospitality industry. The course also provides information on service principles, menu design and objectives, and restaurant layout and design considerations. The goal is to provide participants with an understanding of world-class Hospitality Operations. Our Hospitality Management course is a blend of theory, practical and professionalism. This enables the participants to have the required skill set and management capability to provide immediate value to an employer.


5 days

Learning Objectives

On Completion of this unit you should be able to:

  • Deliver excellent service to your customers.
  • Build great rapport & develop better relationships.
  • Gain professional customer service skills.
  • Successfully handle customer complaints & difficult behavior.
  • Gain a fresh approach to succeed in customer service.
  • Deliver a superior experience and increase repeat business.

Who should attend this course?

This course is ideal for all Staff in the hospitality industry including:

  • Customer Service Staff
  • Reception Staff
  • New or Experienced Staff
  • Call Handlers
  • Telemarketers
  • Business Development Staff
  • Supervisors
  • Team Leaders
  • Line Managers
  • Senior Managers

Topics to be covered

  • Customer Service & Customer Service Sequence.
  • Knowing your Customer’s Needs     
  • The Value of Training and Development in Customer Service       
  • Customer relations
  • Types of communication
  • Personal presentation
  • Types of conflict
  • Resolving conflict within the hotel/workplace


This training can also be customized for your institution upon request. You can have it delivered in our IRES Training Centre or at a convenient location.

For further inquiries, please contact us on 

Tel: +254 (020) 211 3814.

Mob: +250789621067,+254 715 077 817, +254 731 240 802, +254 735 331 020.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it..


Participants should be reasonably proficient in English. Applicants must live up to Indepth Research Services (IRES) admission criteria.


  • The training programs will entail information presented through slides or the use of videos and is reinforced with handouts and study guides
  • Outside of the classroom, participatory
  • Our training programs can be carried out on-site at your organization or at your preferred training venue

All facilitation and course materials will be offered in English. The participants should be reasonably proficient in English.


Upon successful completion of this training, participants will be issued with an Indepth Research Services (IRES) certificate.


The training will be held at IRES Training Centre. The course fee covers the course tuition, training materials, two break refreshments, lunch, and study visits.

All participants will additionally cater for their, travel expenses, visa application, insurance, and other personal expenses.


Accommodation and airport is arranged upon request. For reservations contact the Training Officer.

Email: This email address is being protected from spambots. You need JavaScript enabled to view it..

Mob: +250789621067/+254 715 077 817

Tel: 020 211 3814


Payment should be transferred to IRES account through bank on or before C.O.B 13th July 2020.

Send proof of payment to This email address is being protected from spambots. You need JavaScript enabled to view it..

Please Note: The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

Event Properties

Event Duration 5 Days
Event Date 20-07-2020
Event End Date 24-07-2020
Cut off date 13-07-2020
Individual Price(rwanda franc) R₣ 552,000
Individual Price (International) EUR 878
Individual Price(International in Dollars) USD 999
Location Kigali,Rwanda
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Contact Us

+250 789 621 067
[email protected]
Kamukina KG 501 Gate
Kigali, Rwanda

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