Is this course suitable for beginners with no prior experience?

Yes, this workshop is designed for all levels of hotel staff, from new hires to experienced professionals looking for a skills refreshment.

How will this training help me handle angry guests?

The course includes an entire module dedicated to turning complaints into compliments, giving you a proven process for de-escalation and resolution.

Will this course help me earn more for my hotel?

Absolutely. A key module focuses on confident upselling and promoting services, which directly contributes to your hotel's revenue goals.

Are the case studies based on real-world hotel issues?

Yes, all case studies and role plays are based on real-world scenarios to ensure the learning is practical and immediately applicable to your job.

Is this course specific to a certain type of hotel?

No, the principles taught are universal and can be applied in any hospitality setting, from boutique hotels to large resorts.

Will I receive a certificate for completing the course?

Yes, you will receive a Course Completion Certificate that you can use for your professional portfolio.

What's the class size for this workshop?

We intentionally keep our class sizes small to ensure a highly interactive environment and personalized feedback for every professional.

How is this training different from online courses?

This is a hands-on, in-person experience that provides direct interaction with instructors and networking opportunities with fellow professionals.

Does the course cover how to manage guest expectations during busy seasons?

Yes, the modules on proactive communication and complaint resolution provide tools to manage high-traffic periods with grace and efficiency.

Will the course help me build better relationships with my team?

Yes, the module on inter-departmental collaboration is specifically designed to improve communication and build stronger working relationships between teams.

Multiple dates

Creating Memorable Stays: Guest Service Skills: 1 Day Training in Cairns

By MG Aussie

Learn to handle multicultural guests and complaints gracefully in this impactful 1-day training in Cairns.

Location

For more information on venue address, reach out to"eventbrite@mgaussie.com"

Regus Office Ph No: 61(0) 2 80155605 Cairns, QLD 4870 Australia

Agenda

Module 1: Classroom Engagement Strategies

• Keeping students attentive in long sessions • Using interactive activities & storytelling • Adapting teaching styles to diverse learners

Module 2: Teacher Wellbeing & Burnout Prevention

• Keeping students attentive in long sessions • Using interactive activities & storytelling • Adapting teaching styles to diverse learners

Module 3: Managing Disruptive Students

• De-escalation techniques & conflict resolution • Setting clear classroom expectations • Creating a positive learning environment

Module 4: Parent–Teacher Communication

• Building strong relationships with parents • Handling difficult conversations with empathy • Keeping communication clear & professional

Module 5: Adapting to Technology in Education

• Making tech tools engaging, not overwhelming • Blending traditional & digital teaching • Encouraging students to use tech responsibly

Module 6: Assessment & Feedback Excellence

• Designing fair and effective assessments • Providing constructive student feedback • Using feedback to motivate, not discourage

Module 7: Inclusive & Differentiated Teaching

• Addressing diverse learning needs (special needs, gifted learners) • Promoting cultural sensitivity in classrooms • Encouraging equity and participation for all students

Module 8: Case Study / Group Activity

• Real-life classroom scenarios and group role-play

Good to know

Highlights

ages 18+
In person
Paid parking

Refund Policy

Refunds up to 7 days before event

About this event

Business • Career

Duration: 1 Full Day (9:00 AM – 5:00 PM)
Delivery Mode: Classroom (In-Person)
Language: English
Credits: 8 Training Hours / PDUs
Certification: Course Completion Certificate
Refreshments: Lunch, beverages, and light snacks provided

Course Overview

The vibrant tourism industry in Cairns presents unique challenges for the hospitality sector, from welcoming a diverse range of international visitors to ensuring seamless communication among high-turnover seasonal staff. Miscommunication, poorly handled complaints, and missed upselling opportunities can impact business. This workshop helps hotel and hospitality professionals develop essential skills in cross-cultural communication, inter-departmental collaboration, and assertive customer service. Through expert-led discussions, roleplays, and realistic case studies, professionals will learn practical techniques to elevate the guest experience, improve hotel ratings, and increase revenue.

Learning Objectives:

By the end of this training, you will be able to:

Communicate effectively with guests from diverse cultural backgrounds.
Strengthen collaboration between different hotel departments.
Resolve guest complaints gracefully to improve online ratings.
Confidently promote and upsell hotel services and amenities.
Apply a long-term customer focus to create guest loyalty.
Deliver a consistently high level of service that elevates the brand.
Utilize guest personalization techniques for enhanced guest experience.

Target Audience

Hotel front desk and reception staff
Housekeeping supervisors and staff
Hotel managers and assistant managers
Seasonal and casual hotel staff
Guest relations and concierge professionals

Why Choose This Course

Our workshop provides a hands-on, practical approach to solving the real-world challenges facing today's hospitality professionals. Designed for all hotel staff, this course equips professionals with essential skills to improve guest satisfaction, reduce negative reviews, and increase revenue. You’ll gain actionable knowledge through expert-led instruction, real-world case studies, and interactive activities, setting you up for success in your hotel or resort.

Bring your team and save

1. Groups of three or more receive a 10% discount

2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.

Looking to bring this training directly to your team?

We offer a tailored in-house version of this workshop, bringing hospitality excellence directly to your team. Delivered on-site, this 1-day workshop can be customized with industry-specific examples, case studies, and strategies that align with your company’s needs. It’s a cost-effective solution for building a service-focused workforce, enhancing productivity, and preparing your team for the demands of the Cairns tourism market—without the need for travel or downtime.

Contact us today to schedule a customized in-house, face-to-face session: eventbrite@mgaussie.com

Frequently asked questions

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MG Aussie

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