Course description

Great service starts before the guest asks. This course, built from the Dyafa Hotels & Resorts training deck, teaches front-line colleagues how to notice the signals a guest and a situation give, think about the likely need, and offer help at the right moment.

You will practise a simple method — Notice, Think, Offer, Act, Follow up — together with short, respectful offer phrases and clear do's and avoids that keep initiative from turning into intrusion.

Finally, you will learn when a need goes beyond your authority, how to involve your supervisor, and how to own the follow-up so that no promise is left unkept.

What will i learn?

• Recognise genuine signs of need from the guest, the situation and known preferences
• Apply the five proactive service steps from noticing to follow-up
• Offer help with short, respectful questions and accept the guest's decision
• Avoid intrusive behaviours such as assumptions, pressure and touching belongings without permission
• Decide when to ask a supervisor for support and own the follow-up

Frequently asked question