The purpose of this training program aims to empower participants with the knowledge and skills required to deliver excellent guest service. Participants will learn how to communicate professionally, identify and respond to guests’ needs, create positive service experiences, and handle complaints effectively and professionally.

The program focuses on developing communication skills, building rapport with guests, understanding guest needs, and managing challenging service situations effectively.

Training Objectives

Upon successful completion of the seminar, participants will be able to:

• Recognize the fundamental principles of excellent guest service.
• Apply essential courtesy and professional behavior skills when serving guests.
• Maintain a strong guest-focused approach throughout all interactions.
• Build positive rapport with guests.
• Identify guests’ needs through active listening and effective questioning techniques.
• Provide clear information and explanations regarding services and procedures.
• Enhance guests’ confidence and satisfaction through professional and courteous behavior.
• Recognize the reasons why guests express complaints.
• Apply effective complaint-handling techniques.
• Use the STARS method (Sorry, Thank you, Act, Recover, Share) to restore the guest service experience.

About the Instructor

Mary Frangou – Director & Training Manager

Mrs. Mary Frangou is a holder of a Bachelor Degree in Greek Medieval Literature from the University of Ioannina, a Master degree in Business Administration and an International Diploma in Occupational Health and Safety from the British Safety Council.

In her continuous professional development she acquired the title of Grad IOSH from Institution of Occupational Safety and Health (IOSH) as well the title of Grad IOSH Chartered Safety and Health Practitioner. Since 2004 and until today she is working in the Hotel industry, and in her capacity as Health & Safety and Quality Manager has been appointed by the Columbia Hotels and Resorts as the responsible manager of the Company’s’ Integrated Management System (IMS) which includes all the operational and Administration aspects of one 5* and two 4* leading Hotels.

She has vast experience in the hotel industry as vocational trainer, Health and Safety and Quality Management as well as in internal auditing. She is the Lead Trainer of the Columbia Hotels & Resorts Training Academy. She is a certified ISO 9001, ISO 14001 and ISO 2200 Lead auditor as well as a certified vocational trainer by the Human Resource Development Authority of Cyprus (HRDA) and the EHL (École hôtelière de Lausanne).

Mrs. Mary possesses the following additional Qualifications/Certifications

• Grad IOSH
• Chartered Safety and Health Practitioner specified on Tourism Industry and construction
• Auditor / Lead auditor of ISO 14001, 22000 and 9001
• Pest Management System Coordinator- Certified by Agriculture Ministry

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