Image Description

The Guest Experience

(Hospitality essentials)

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    Classroom delivery
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    6 hours, face-to-face training
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    $3,000 (Up to 15 participants per workshop)

Overview

In the 'Guest Experience' masterclass, participants will engage in a wide range of hands-on learning activities that will hone their customer service skills and knowledge, enabling them to build rapport and develop positive relationships with customers to grow brand or business loyalty.

The training focuses on quality communication skills to support the service process, including active listening and questioning techniques required to identify the needs and expectations of customers and deliver service that goes above and beyond.

Who is this course for?

This masterclass is ideal for frontline personnel across all levels, including entry-level staff, senior sales personnel, supervisors, and managers responsible for delivering exceptional customer service experiences. Tailored activities focus on real-world scenarios commonly encountered in the tourism, travel, hospitality, and event sectors. Our masterclasses are tailored to provide in-house training for businesses. A masterclass session can accommodate groups of up to 15 participants per workshop.

Learning outcomes

By the end of the workshop, you will be able to:

  • Understand and apply the key principles of quality customer service.
  • Follow the organization's sequence of service to maximize customer satisfaction.
  • Use positive and effective communication techniques that leave a lasting positive impact.
  • Apply various cross-selling, upselling, add-on selling, and suggestive selling techniques.
  • Identify, articulate, and deliver services according to customer needs, enhancing the customer experience.
  • Proactively manage customer complaints (complex or small), transforming potentially negative interactions into opportunities for service recovery and customer loyalty.
  • Utilize an array of feedback collection mechanisms to obtain insights into customer preferences and expectations.
  • Analyze feedback to drive service improvements.
  • Employ critical-thinking and problem-solving to resolve service issues and delays.

Meet our team

Comron Mubarakai
Comron Mubarakai
State Operations Manager - QLD

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Rosie O’Connor (Wilson)
Rosie O’Connor (Wilson)
Head of Training

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Gretta Anderson
Gretta Anderson
Training Facilitator - Hospitality

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What our clients are saying

DOOLEYS logo
“These leadership courses are absolutely invaluable. The training that Allara Learning has provided has been absolutely fantastic.”
John Jansen
Group Functions Manager | DOOLEYS

Frequently Asked Questions

We will assist you from enquiry to delivery in four simple steps.

  1. Enquiry: Tell us your goals, team size, skill level and preferred dates.
  2. Proposal: We recommend sessions, outcomes and pricing options that fit your venue.
  3. Scheduling: Lock in dates and delivery, mode (on-site, virtual or blended). 2–4 weeks’ notice recommended.
  4. Delivery & follow-up: We run the session(s) and share take-away tools, tips and certificates.

One-off masterclasses are charged at a rate of:

  • $3,000 per in-person masterclass, or 
  • $2,000 per virtual masterclass applies.

This fee entitles your business to provide training for up to 15 people in a single workshop.

Looking to provide your team with ongoing training? We offer annual subscriptions that include:

  • 12 masterclass sessions delivered within 12 months
  • Flexible batching – schedule sessions when they suit your team
  • Choose from Leadership, Frontline Hospitality, or Mental Fitness topics

Contact our sales team for more information on pricing, bundles and annual subscriptions.

Masterclasses can be delivered via: 

  • In-person (classroom): an Allara Learning training facilitator delivers a range of interactive learning and development tasks in your venue or chosen delivery location. Sessions run for a of 5-hours period.
    or
  • Virtual (online): an Allara Learning training facilitator delivers a range of interactive learning and development tasks via virtual meeting (Microsoft Teams). Sessions run for a of 3-hours period.

Our masterclasses are designed for impact. 

We therefore cap participant numbers at 15 per session. This cap ensures that sessions are interactive, engaging and deliver the intended outcomes.

You or your organisation will need space for the group size (up to 15 pax) with access to water/power and basic AV if available.

We’ll confirm any extras during planning.

This course is a non-accredited course, however the course content and learning activities have been developed to align with accredited units of competency.

Participants of this course may be able to receive Recognition of Prior Learning (RPL) towards units of competency from the SIT30622 Certificate III in Hospitality and/or other relevant accredited qualifications.