Hospitality Service & Upselling Excellence

Course Description

This certificate-based hospitality training programme is aligned to internationally recognised service standards and best practices used in global hotels, restaurants, and premium hospitality environments.

The programme is designed to build consistent, professional service behaviours across hospitality teams by focusing on mindset, service execution, communication, upselling, beverage excellence, and complaint handling. Learners develop the skills, confidence, and professionalism required to deliver world-class guest experiences across diverse cultural and service environments.

This course is suitable for hospitality professionals working in casual dining, premium restaurants, hotels, bars, lounges, and international hospitality brands.

Course Outline

Module 1

Introduction

• Course objectives & structure
• What international service standards mean in practice
• Professional expectations in global hospitality

The International Hospitality Mindset

This module establishes the foundation of professional hospitality by developing the correct mindset, emotional intelligence, and global awareness required for international service environments. Learners gain insight into how attitude, behaviour, and presence directly impact guest perception and service quality.

Topics Covered

• Professional attitude & conduct
• Emotional intelligence & self-awareness
• Cultural sensitivity & guest perception
• Body language, presence & professionalism
• Guest expectations across markets

Module 2

Service Fundamentals – The Global 10-Step Service Sequence

This module teaches the internationally recognised 10-step service sequence used by leading hospitality brands worldwide. Learners understand how structure, timing, and consistency create seamless guest experiences across casual, premium, and luxury environments.

Topics Covered

• Purpose of service fundamentals
• The global 10-step service sequence
• Consistency & attention to detail
• Timing & anticipation
• Adapting service to different service styles
• Avoiding common service breakdowns

Module 3

Communication & Teamwork In International Hospitality

This module builds strong communication and teamwork skills essential for smooth service delivery. Learners develop clear, professional communication techniques and learn how to collaborate effectively during busy service periods.

Topics Covered

• Verbal & non-verbal communication
• Professional language & tone
• Managing diverse guest personalities
• Team communication during service
• Working under pressure

Module 4

Upselling & Cross-Selling Mastery

This module teaches ethical, guest-centric upselling techniques that enhance the guest experience while increasing revenue. Learners gain confidence in making personalised, pressure-free recommendations.

Topics Covered

• Ethical upselling principles
• Identifying natural opportunities
• Personalised recommendations
• Increasing check / bill value professionally
• Building trust & loyalty

Module 5

Beverage Service Excellence – Global Standards & Pairing

This module covers internationally recognised standards for beverage service, enabling learners to serve confidently, professionally, and responsibly across global hospitality environments.

Topics Covered

• Global beverage service standards
• Wine, spirits & cocktail basics
• Service techniques & presentation
• Beverage pairing fundamentals
• Responsible service

Module 6

Complaints & Difficult Guests – Global Best Practice

This module equips learners with global best-practice frameworks to handle complaints professionally, de-escalate challenging situations, and protect the guest experience under pressure.

Topics Covered

• Understanding guest dissatisfaction
• Complaint-handling frameworks
• De-escalation techniques
• Turning complaints into positives
• Maintaining professionalism

Assessment & Certification

Assessment types used

• Single choice (mcq)
• Multiple choice
• Sorting choice
• Drag and drop

Certification

• Learners must complete all modules
• Pass all module quizzes
• Complete summative assessment and obtain 80% (two attempts)
• Receive a Certificate of Completion