A three-month SFI Academy short course combining practical skill development with the theory behind professional hospitality service.
Build confidence in guest communication, service recovery and everyday customer care.
Learning combines demonstrations, guided practice, role-play and feedback. The outline below shows the areas covered; contact SFI to confirm the timetable and delivery arrangements for the next intake.
Partner-hotel training and opportunities
SFI helps enrolled students train with its partner hotels, connecting classroom learning and practical skills with real hotel operations. Students who perform exceptionally well may be considered for employment or placement opportunities, subject to available opportunities and the partner hotel’s selection process.
Who this is for
People entering hospitality and service roles, existing team members strengthening their skills, and organisations developing frontline staff.
Delivery format
70% practical learning and 30% theory over 3 months.
Programme modules
01Professional communication
Practise welcoming customers, active listening, clear responses and professional telephone etiquette.
02Understanding guest needs
Work through enquiries, expectations, service standards and inclusive guest interactions.
03Complaints and service recovery
Rehearse calm complaint handling, appropriate escalation and follow-through.
04Teamwork and service practice
Apply service routines through role-play, peer feedback and realistic customer scenarios.