At IHA, we are committed to fostering a learning environment characterized by honesty, respect, and ethical behaviour. All members of our academic community are expected to uphold the highest standards of academic integrity and adhere to the following code of conduct:
• Respectful Behaviour
• Attendance and Punctuality
• Confidentiality
• Honesty in Interactions
By upholding these principles of academic integrity and adhering to the code of conduct, we collectively contribute to a learning environment that promotes personal growth, intellectual development, and the pursuit of knowledge with integrity and respect.
ACADEMIC INTEGRITY & CODE OF CONDUCT
SERVICE EXCELLENCE IN HOSPITALITY
Course Description:
This course provides a comprehensive understanding of service excellence within the hospitality industry.
Learners will explore the fundamental principles, strategies, and skills necessary to deliver exceptional guest experiences.
Through a combination of theoretical knowledge and practical application, learners will develop the expertise required to excel in various hospitality settings.
Course Objectives:
By the end of this course, learners should be able to:
• Define the concept of service excellence in the context of the hospitality industry.
• Identify the key elements of creating a positive guest experience.
• Apply effective communication and interpersonal skills to enhance guest interactions.
• Implement problem-solving techniques to address guest concerns and challenges.
• Demonstrate professionalism and cultural awareness in diverse guest interactions.
• Understand the importance of team work and collaboration in delivering exceptional service.
• Analyse and assess guest feedback to continuously improve service quality.
• Explore emerging trends and technologies influencing service excellence in hospitality.
SALES TECHNIQUES IN HOSPITALITY
Course Description:
This course explores the essential sales techniques and strategies specific to the hospitality industry. Learners will learn how to effectively promote and sell hospitality products and services, with a focus on understanding guest needs, building relationships, and maximizing revenue.
Through a combination of theoretical knowledge and practical exercises, learners will develop the skills necessary to succeed in sales roles within the dynamic hospitality sector.
Course Objectives:
By the end of this course, learners should be able to:
• Understand the role of sales in the hospitality industry and its impact on business success.
• Identify and analyse the needs and preferences of potential guests.
• Apply effective sales techniques to promote hospitality products and services.
• Build and maintain guest relationships through excellent communication and rapport-building skills.
• Utilize persuasive strategies to overcome objections and close sales.
• Adapt sales approaches to various types of hospitality offerings, such as promotions, events, and in-dining.
• Apply revenue management principles to optimize sales opportunities.
• Utilize technology and data for targeted marketing and sales campaigns.
HANDLING DIFFICULT SITUATIONS & GUESTS IN HOSPITALITY
Course Description:
This course equips learners with the skills and strategies needed to effectively handle challenging situations and guests in the hospitality industry.
Learners will learn techniques for managing conflicts, complaints, and demanding guests while maintaining a high level of professionalism and guest satisfaction.
Through practical scenarios and case studies, learners will develop the confidence to navigate difficult interactions and contribute positively to guest experiences.
Course Objectives:
By the end of this course, learners should be able to:
• Identify various challenging situations and guest behaviours in the hospitality context.
• Apply effective communication and de-escalation techniques to diffuse tense situations.
• Demonstrate empathy and active listening to understand guest concerns and complaints.
• Develop problem-solving skills to address guest issues and find satisfactory solutions.
• Implement strategies for managing aggressive or difficult guests while ensuring safety.
• Collaborate with colleagues and superiors to resolve complex guest-related challenges.
• Utilize self-care and stress management techniques when dealing with difficult situations.
• Apply proactive measures to prevent and minimize future guest issues.