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Category:  Hotels and Restaurants

Type:  Theoretical- Practical

Duration: 2 hours

Price: €30

Aimed at: Professionals in the tourism sector of hotels, restaurants, events and tourism students.

Quality Standards in Hotels.

This course has been designed on the standards required by the most important audits of the high-end-luxury hotel sector and its objective is to enhance and reaffirm the quality of service that the staff in charge of the different departments that make up a hotel should have: Reception, concierge, F&B, floors.

The ability to have more attention to detail will be put into practice and that the workers who
 make up the hotel make a difference and generate a customer experience. The ability to adapt and resolve conflicts, excellent service, protocol, anticipation and, above all, efficient and excellent work to be prepared to work with maximum demands are also enhanced.

Customer experience is the most important quality of a hospitality worker that companies look for.



A) The quality department of the hotel.

a) Objectives and responsibilities

b) Tools

c) VIP treatment

d) Audits

B) The reception and concierge department.

a) Reserve standards

b) Standards at check in

c) Standards in the concierge service

d) The wake up call

e) Check out

C) The F&B department

a) Breakfast standards

b) Standards in the Restaurant menu

c) Standards in the buffet restaurant

d) Sommelier standards

e) Bar Standards

Additional information about the Course

Very wide job opportunities either in the quality department of a 5* hotel or in any department of the hotel.

Course taught by Silvia Vicente, an expert in customer service, and years of experience in luxury hotels in Madrid belonging to large national and international hotel chains.  

At the end, a certificate of completion of the course will be delivered and there will be the opportunity for a Networking session to expand contacts between the participants.  

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