Elevating Horeca Service: A Comprehensive Training Program

In teh dynamic hospitality industry, delivering exceptional service is paramount. This training program, “Service Excellence for Horeca Employees (Hotels, Restaurants and Catering),” is designed to equip professionals with the essential skills and mindset needed to thrive in today’s competitive landscape. Scheduled for january 29, 2026, and delivered online via Zoom, this program focuses on dialog, ethical conduct, and the crucial element of a personal touch in Horeca services.

Program Objectives

Participants will emerge with a deepened understanding of service excellence and its impact on customer satisfaction and loyalty. Key learning outcomes include:

• Identifying and anticipating customer needs.
• Developing and refining effective communication techniques.
• Understanding the importance of a strong hospitality mindset.
• Mastering strategies for handling guest complaints and work instructions effectively.
• Internalizing a code of ethics and adhering to industry standards.
• Fostering teamwork and internal service excellence.

Course Curriculum

The program is structured around eight core modules:

1. Basic Hospitality Mindset: cultivating a customer-centric approach.
2. Building Awareness of Service Excellence: Understanding the benefits and impact of superior service.
3. Effective Communication in Horeca Services: Mastering verbal and non-verbal communication skills for positive interactions.
4. Personalize Guest Service: Techniques for creating memorable and individualized experiences.
5. handling Guest Complaints & Work Instructions: strategies for resolving issues efficiently and professionally.
6. Code of Ethics, Standards & Work Instructions: Adhering to ethical guidelines and maintaining high service standards.
7. Team Work & Internal Service Excellence: Collaborating effectively with colleagues to deliver seamless service.
8. Commitment Action: Developing a personal action plan for continuous improvement.

Trainer

Maidar Simanihuruk brings extensive experience and expertise in hospitality training and development.

Registration & Contact Data

For further information and registration details, please contact 0813 5000 6953.