Module 2: Keep the Basics Right – Where Excellence Begins

Great service doesn’t start with luxury—it starts with consistency. This module reinforces the absolute foundation of hospitality and customer experience: getting the basics right, every single time. It’s not about going the extra mile; it’s about making sure the first mile is flawless.

From a warm welcome to cleanliness, from clear communication to efficient complaint handling, this module revisits the critical touchpoints that define professional service. These aren’t extras. They’re the minimum standard guests remember and expect.

The basics are crucial because they build trust. Guests don’t notice when basics are done right—but they always notice when they’re not. Consistent basics create reliability, satisfaction, and the foundation for any memorable experience. Without them, even the best extras fall flat.

Key Service Areas Covered:

• Reservation process (clarity, confirmation, personalization)

• First impression (arrival, greeting, check-in experience)

• Room/service readiness (cleanliness, functionality, amenities)

• Complaint handling (listening, solution-finding, follow-up)

• Check-out and farewell (efficiency, gratitude, invitation to return)

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Methods:

• 🎥 Case Video: Compare best practice vs. poor basic service.

• 🧩 Interactive Exercise: Identify broken basics in service scenarios.

• 🎭 Roleplay: Practice key interactions (check-in, issue resolution).

• 📝 Self-Check: Evaluate personal consistency and reliability.

• 🔄 Feedback Round: Group reflection to set new personal service standards.