Active Listening
Learn to listen to words, tone and body language, and use the four steps Listen, Ask, Confirm, Act to get every guest request right.
Communication Skills
Interdepartmental Communication
Learn to hand requests between departments with a short, complete message, a named owner and follow-up until the request is closed.
Overview
The guest sees one hotel, not separate departments. This course, built from the Dyafa Hotels & Resorts training deck, shows colleagues how to pass requests between departments so that nothing is lost, repeated or forgotten.
You will learn the three points every good handover covers, how to give a short and complete message, the four steps Record, Send, Confirm, Follow up, a consistent handover format, what to do and avoid, and when and how to escalate to a supervisor.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain why good communication prevents delays and mistakes
- Give a short, complete handover that states who, what, where, priority and time
- Apply the four steps Record, Send, Confirm, Follow up to every request
- Use the approved channel and avoid blaming another department in front of the guest
- Recognise when to escalate and brief a supervisor clearly
Requirements
No prior training is needed; the course suits every colleague who passes requests to another department.
Curriculum
One Hotel Team
2 lessons · 11 min
- video Good Communication Prevents Delays Preview 5 min
- text The Three Points of a Good Handover 6 min
The Handover Method
1 lessons · 6 min
- text A Short, Clear Handover in Four Steps 6 min
Communication in Practice
1 lessons · 7 min
- text Do, Avoid and When to Escalate 7 min
Frequently asked questions
When is a request considered handed over?
Only when the receiving department confirms receipt. If they have not confirmed, do not consider the request delivered.
What should every handover include?
Who asked, what is needed and where, the priority (immediate, urgent, important or routine) and the name of the owner and time for action or an update.
Is escalating a request a complaint about a colleague?
No. Escalation protects the request and the hotel's promise to the guest; it is not a complaint about a colleague.
Related courses
Adapting Communication Style
Learn to observe each guest, adapt language, pace, volume, tone and detail, and keep the message accurate and respectful.
Communicating Across Language Barriers
Learn to serve guests who do not share your language: stay patient, simplify, point and show, use approved translation and always confirm understanding.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.