Free · Certificate included
Hospitality Team Training
Make every guest feel welcome and cared for throughout the event.
What you’ll learn
- Adopt the hospitality mindset that turns a transaction into a welcome
- Welcome and assist guests warmly with greetings and clear wayfinding
- Anticipate guest needs before they ask
- Handle requests and complaints with the LAST recovery method
- Serve guests with disabilities and VIPs with confidence and respect
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Create a free account →Course outline
- 1
The hospitality mindset
There is a difference between serving a guest and welcoming one.
6 min Quiz Interactive - 2
The warm greeting & first impression
A guest decides how they feel about your event in the first few seconds — long before the program starts.
5 min Quiz Interactive - 3
Anticipating guest needs
The second of the Ritz-Carlton’s Three Steps is "anticipation and fulfillment of each guest’s needs." Its Credo goes further, promising to fulfill even guests’…
6 min Quiz Interactive - 4
Wayfinding & guiding guests
At a busy event, a confused guest is an unhappy guest.
4 min Quiz Interactive - 5
Handling requests & complaints: the LAST method
Sooner or later something will go wrong for a guest — a long wait, a mix-up, a closed session, a spilled drink.
7 min Quiz Interactive - 6
Serving guests with disabilities
Roughly one in four U.S. adults lives with a disability, and many disabilities are not visible. Welcoming guests with disabilities is both the right thing to do…
6 min Quiz Interactive - 7
VIP & speaker care
Speakers, performers, sponsors, major donors, and special guests often have a dedicated hospitality volunteer.
4 min Quiz Interactive - 8
Details that create belonging & the fond farewell
Great hospitality is not one grand gesture — it is a hundred small details that quietly tell a guest you belong here.
5 min Quiz Interactive
Sources & further reading
- National Institute of Standards and Technology (NIST) — Ritz-Carlton Practices for Building a World-Class Service Culture
- ADA National Network — Food Service: Accommodating Diners with Disabilities
- U.S. Department of Justice — ADA.gov — ADA Requirements: Effective Communication
- Northwest ADA Center — Respectful Interactions: Disability Language and Etiquette
- AttractionPros — LAST: The Proven Service Recovery Model (Listen, Apologize, Solve, Thank)
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