HS109 · SORFA Academy
Delivering 5-Star Service Behaviour
HRD Corp registeredOnline course brochure
Course introduction.
Guests judge hotels through everyday interactions as well as buildings and facilities. Where destination infrastructure or facilities are limited, thoughtful frontline behaviour can help build trust. This online programme helps hotel employees understand the guest journey and respond to needs during arrival, the stay, service problems and departure. Tourism-hotel and Semporna examples support practice in anticipating needs, taking ownership, coordinating assistance and communicating across language barriers. Participants practise service-recovery situations and prepare a personal Five-Star Service Commitment for immediate application on their next shift.
Who should attend
- Front office, reception and reservations employees
- Guest relations, concierge, bell service and luggage-handling employees
- Housekeeping employees
- Hotel drivers and transport coordinators
- Security and other guest-facing operational employees
- Frontline supervisors and team leaders
Key Learning Outcomes
- Explain how the guest journey and emotions shape expectations, and demonstrate welcoming behaviour.
- Anticipate common guest needs, take ownership of requests and coordinate assistance across departments.
- Use simple language, body language, visual aids and translation tools to reduce barriers.
- Apply structured service recovery and support a thoughtful guest departure.
- Prepare a personal Five-Star Service Commitment for workplace application.
Course Resources
View Course Brochure →View Detailed Course Outline →
Brochure languages do not indicate confirmed teaching languages.
Course at a Glance
A visual overview of HS109, including the key management issues, learning focus and programme information.
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