Do I need prior hospitality experience to attend?

No, the course is suitable for new and experienced frontline staff alike.

Will this course help with handling international visitors?

Yes, cultural awareness and sensitivity modules focus on diverse guest interactions.

Is the course interactive or lecture-based?

The course includes role-plays, case studies, and practical exercises for hands-on learning.

Are course materials provided?

Yes, attendees receive digital copies of presentations, exercises, and reference materials.

Do you offer in-house training for teams?

Yes, we provide customized in-house sessions tailored to your staff’s operational needs.

Will this course help improve tour guiding skills?

Absolutely, it covers storytelling, engagement, and logistical management for tours.

Is lunch provided during the session?

Yes, lunch, snacks, and beverages are included.

Can remote employees attend?

The course is in-person, but custom in-house training options are available for multiple locations.

How soon can I apply the skills learned?

The practical exercises and role-plays ensure skills are immediately applicable in guest interactions.

How frequently is the course updated?

The course is updated regularly to reflect latest tourism trends, cultural considerations, and customer service best practices

Multiple dates

Frontline Hospitality Mastery – 1 Day Workshop in Ketchikan

By Mangates

Get ready to level up your hospitality skills in Ketchikan with a jam-packed workshop designed for frontline professionals!

Location

Regus , Ketchikan AK

Regus Office Space Ph No +1 469 666 9332 Ketchikan, AK 99901

Agenda

Module 1: Introduction to Tourism & Hospitality Excellence

• Overview of Ketchikan’s tourism industry • Role of frontline staff in shaping visitor experiences • Key principles of hospitality and guest satisfaction • Activity

Module 2: Customer Service Fundamentals

• Greeting, engaging, and assisting guests effectively • Handling complaints with professionalism and empathy • Building rapport and positive first impressions • Role Play

Module 3: Cultural Awareness & Sensitivity

• Understanding diverse visitor backgrounds and expectations • Respectful communication and inclusivity practices • Avoiding cultural misunderstandings in guest interactions • Activity

Module 4: Effective Communication & Body Language

• Verbal and non-verbal communication techniques • Active listening and clear instruction delivery • Enhancing team coordination and guest interaction • Case Study

Module 5: Tour Guiding Skills & Storytelling

• Engaging storytelling techniques for memorable tours • Highlighting local history, culture, and attractions • Managing tour groups and logistics efficiently • Activity

Module 6: Problem-Solving & Conflict Resolution

• Strategies to address unexpected situations or complaints • Maintaining professionalism under pressure • Creating solutions that enhance guest experience • Role Play

Module 7: Professionalism & Workplace Etiquette

• Dressing appropriately and maintaining professional demeanor • Teamwork, punctuality, and ethical conduct • Building a positive workplace culture • Activity

Module 8: Enhancing Visitor Experience Through Feedback

• Collecting and analyzing guest feedback • Implementing improvements based on suggestions • Using feedback to drive continuous service enhancement • Case Study

Good to know

Highlights

ages 18+
In person
Paid parking

Refund Policy

Refunds up to 7 days before event

About this event

Community • City & Town

Duration: 1 Full Day (9:00 AM – 5:00 PM)

Delivery Mode: Classroom (In-Person)

Language: English

Credits: 8 PDUs / Training Hours

Certification: Course Completion Certificate

Refreshments: Lunch, beverages, and light snacks provided

Course Overview:

This course is designed to enhance customer service, cultural awareness, and tourism-specific skills for frontline hospitality staff and tour guides in Ketchikan. You will learn how to deliver exceptional guest experiences, communicate effectively, and understand diverse cultural backgrounds. Emphasis is placed on practical techniques, problem-solving, and professional etiquette, ensuring you can handle real-world scenarios confidently. By the end of the session, you will be able to elevate visitor satisfaction and promote Ketchikan’s tourism excellence.

Learning Objectives:

By the end of this course, you will:

Deliver exceptional customer service in hospitality settings.
Communicate effectively with diverse guests and teams.
Apply cultural awareness and sensitivity in interactions.
Lead engaging tours with storytelling and logistical skills.
Resolve conflicts professionally and enhance visitor satisfaction.
Implement feedback-driven improvements to elevate service standards.

Target Audience:

Frontline hospitality staff and tour guides in tourism and visitor services in Ketchikan.

Why This Course is Right Fit for You:

This course is ideal for hospitality staff and tour guides in Ketchikan who interact daily with tourists and visitors. You will gain hands-on skills and techniques to improve guest satisfaction, handle complaints, and deliver culturally sensitive service. Our trainers provide practical exercises, role plays, and real-world case studies to ensure learning can be applied immediately. By attending, you can enhance communication, teamwork, and professionalism, creating memorable experiences for visitors. The course also emphasizes storytelling and tour management, helping you stand out in a competitive tourism environment. Choosing this training ensures you can boost visitor engagement and contribute to Ketchikan’s reputation as a top tourism destination.

Bring your team and save

1. Groups of three or more receive a 10% discount

2. Organizations hosting an in-house session with 10+ participants enjoy a 15% discount.

Want to improve your team’s hospitality and customer service skills without leaving your workplace?

We provide in-house training programs designed for tour operators, hotels, and visitor service teams. Our experts can customize modules, exercises, and case studies to reflect your business operations and guest interaction scenarios. This ensures your staff gains practical, hands-on experience in a familiar environment. Whether it’s frontline service, tour guiding, or cultural sensitivity, we offer flexible solutions for small or large teams. Get a program tailored specifically for your staff, maximizing learning outcomes and visitor satisfaction.

📧 Contact us today to schedule a customized in-house session: corporate@mangates.com

Organized by

Mangates

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