Guest Service During Service Disruptions
Learn to serve guests well when a service fails: acknowledge the impact, explain only confirmed facts, offer an approved alternative, keep the guest updated and escalate when needed.
Courses
Courses by professional domain: front office, housekeeping, food and beverage, kitchen, sales and marketing, revenue and reservations, guest experience, quality and audit, security and safety, engineering and hotel management. Every course runs in Arabic and English.
Showing 13–24 of 40 results
Guests Are Individuals
Keep the Dyafa standard consistent while adapting how you deliver it, using five steps: Observe, Listen, Confirm, Adapt, Follow up.
Handling Anxious Guests
Reassure anxious guests with calm presence, clear facts and reliable follow-up using a simple five-step response.
Handling Disappointed Guests
Turn guest disappointment into trust with a five-step service recovery: listen, acknowledge, apologise, resolve and follow up.
Handling Guest Requests
Turn every guest request into complete service with five steps: Listen, Confirm, Commit, Deliver and Follow up, and never promise what you cannot deliver.
Handling Unreasonable Requests
Judge the request, not the guest: assess what can be adapted and what must be refused, then Listen, Empathise, Explain, Offer and Escalate.
Impatient and Angry Guests
Tell impatience from anger, serve the hurried guest quickly and accurately, de-escalate angry guests respectfully and escalate at once when limits are crossed.
Interdepartmental Communication
Learn to hand requests between departments with a short, complete message, a named owner and follow-up until the request is closed.
Lost and Found and Valuables
Learn what to do when you find a guest's item: secure it, report it, record it, hand it over officially and return it only after verification.
Managing Priorities When Handling Multiple Requests
Learn to assess several guest requests by safety, guest impact and time, sort them into four priority levels, delegate clearly and close every request.
Managing Work Stress
Learn to notice the signs of stress early, reset in one minute, prioritise your work, speak to your supervisor clearly and recover after your shift.
Missing Child or Vulnerable Guest
Learn what to do when a child or vulnerable guest goes missing: report now, collect a clear description, search by zone and verify before handing the person over.
Train the role, not the job title
Courses are grouped by hotel department so a housekeeper and a front desk agent each get what their own shift needs.
Explore Courses at ALTUS Knowledge & Performance. Practical hospitality knowledge and learning for hotel teams.