Guest experience fundamentals

40m 11s

12 Lessons


Did you know the word hospitality is derived from the Latin word "hospes", which means host, guest or stranger? What about the fact that hospitality refers to an interaction or a relationship between a host and a guest?

In this course, life and business strategist Anna Dolce will teach you about the importance of the guest experience and how to make it a positive one from the moment your guest enters your venue to the minute they leave.


  • The role of the hospitality industry
  • How the guest experience can set your venue apart from the rest
  • How your role will impact the guest experience
  • The difference between service and hospitality
  • How service and hospitality affect the guest experience
  • The meaning of being hospitable
  • The importance of first and last impressions
  • How to make a positive first impression
  • Know the importance of understanding, recognizing and anticipating guest needs
  • How to make your guests feel special
  • How to turn a negative experience into a positive one

This course is perfect for frontline staff working in any variety of hospitality venues or anyone interested in working in the hospitality industry.