SITizens Learning Credits


The hospitality industry faces nowadays several challenges, from stiff competition, brand proliferation, high labour turnover, and high costs of acquisition of customers to shrinking loyalty of customers. With this in mind, the hospitality industry should focus on its core strength, service and hospitality, and train its employees to focus on delivering profitable service excellence. Service excellence must be applied in all front and back areas to ensure that the business not only fulfil its brand promise but also exceed customer expectations. Customers nowadays do not buy a product or service; instead, they are looking for an enhanced guest experience.

Therefore, service training is essential in nowadays times where customers are very demanding and knowledgeable about hospitality standards, specifically in terms of service delivery. It is no longer anymore sufficient to achieve only customer satisfaction, but to exceed customer expectations in order to deliver service excellence at a profit.

This training is designed for staff at a managerial and supervisory level to learn how to deliver profitable service at consistently high quality levels and up to the standards of the given brand, and to apply techniques to take care of customers and achieve the so-called WOW factor to exceed customer expectations.

Teaching Team

What You’ll Learn

1. What is meant by Service and Service delivery?
  • Service characteristics in the hotel industry.
  • Service delivery, efficiency, effectiveness, and customer orientation.
  • To understand the Principles of Services, and its Outcomes
2. What is Customer Experience, and how to achieve it?
  • Differences between Customer Satisfaction and Experience.
  • The concept of Loyalty, Customer Engagement and Reputation Management
  • Anticipating Customer Expectations and applying to practice
3. Service and Communication.
  • The rules of Communication; verbal vs. non-verbal Communication.
  • Thinking from Customer Perspective
  • Understand the principles of Communication and how to apply into practice
4. Service Excellence and the WOW factor
  • Aiming for profitable Guest Experience
  • To understand the importance and relevance of achieving Customer Satisfaction and exceeding Customer Expectations

Who Should Attend

  • Hospitality Industry professionals with interest/in need of further knowledge enhancement / qualification
  • Hospitality staff at managerial and supervisory level

SITizens Learning Credits (SLC) - Eligible Course

This course is SITizens Learning Credits (SLC) eligible. Please refer to the user guide how to register for courses utilising your SLC.

Find out more about SITizens Learning Credits (SLC).

Certificate and Assessment

An SITLEARN Certificate of Participation will be issued to participants who:
•    Attend 75% of the workshop.
•    Undertake non-credit assessment (during course)


Schedule Topics
15 Nov 2021 Service and Service delivery, specifics of the Hospitality Industry
  • Service Standards
  • Effective, Efficient and Profitable Service (EEPS)
  • Customer Orientation

Service and Communication
  • Rules of Communication
  • Verbal vs. non-verbal Communication
  • Thinking from Customer Perspective
16 Nov 2021 Customer Experience (CX)
  • The concept of CX
  • Customer Satisfaction & Customer Loyalty
  • Customer Engagement and Reputation Management
  • Customer Experience vs. Profit

Service Excellence practiced
  • Customer Orientation – pro-active, profitable and with empathy
  • Profitable Guest Experience – creating a Win-Win situation
  • The WOW factor and optimizing Revenues


Enhanced Subsidy
Category Full Fee After SF Funding
Singapore Citizen (Below 40) /
Singapore PR
$1,712.00 $513.60
Singapore Citizen (40 & above) $1,712.00 $193.60
Non-Singaporeans $1,712.00 Not Eligible

•    All figures include GST. GST applies to individuals and Singapore-registered companies.
•    You can opt for either SkillsFuture Funding or Mid-Career Enhanced Subsidy. Both cannot be combined.

» Learn more about funding types available

Terms & Conditions:

SkillsFuture Course Funding

To be eligible for the 70% training grant awarded, applicants (and/or their sponsoring organisations where applicable) must:

1.    Be a Singaporean Citizen or Singapore Permanent Resident
2.    Not receive any other funding from government sources in respect of the actual grant disbursed for the programme

SkillsFuture Mid-Career Enhanced Subsidy

To be eligible for the 90% enhanced subsidy awarded, applicants (and/or their sponsoring organisations where applicable) must:

1.    Be a Singaporean Citizen
2.    Be at least 40 years old
3.    Not receive any other funding from government sources in respect of the actual grant disbursed for the programme

SIT reserves the right to collect the balance of the programme fees (i.e. the potential grant amount) directly from the applicants (and/or their sponsoring organisations where applicable) should the above requirements not be fulfilled.

SIT reserves the right to make changes to published course information, including dates, times, venues, fees and instructors without prior notice.
SITizens Learning Credits

Key Info

Venue SIT@Dover, 10 Dover Drive S138683
Time 09:00 AM to 06:00 PM
Date 15 Nov 2021 (Mon) to
16 Nov 2021 (Tue)
Registration is Closed.

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