Course description

Every good service moment starts with understanding what the guest really needs. This course, built from the Dyafa Hotels & Resorts training deck, shows hotel colleagues how to listen fully before replying.

You will learn why listening makes guests feel cared for, how to read tone and body language as well as words, and how to apply four simple steps: Listen, Ask, Confirm, Act. You will also practise clear confirmation phrases and learn what to do when a request is unclear.

What will i learn?

• Explain why listening fully makes guests feel cared for
• Notice the guest's words, tone of voice and body language together
• Apply the four steps Listen, Ask, Confirm, Act to every request
• Use clear confirmation phrases before taking action
• Handle unclear requests by clarifying instead of assuming

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