In light of the COVID-19 situation, close contact customer service has been greatly limited, thus affecting customer experience. Hence, it is imperative for all hospitality professionals to evolve in tandem with the new normal while maintaining quality customer experience.

This 1-day course aims to resolve the aforementioned issues by equipping hospitality professionals with the relevant skillsets.

By the end of the course, participants will be able to:

  • Familiarize with the COVID-19 occupational health and safety requirements needed in order to fulfil the duties as a hospitality professional
  • Understand the special measures used for preventing and breaking chains of infection in the hotels and F&B establishments
  • Discover the pillars of customer experience excellence
  • Anticipate the drivers and trends for customer experience post-COVID-19
  • Explain the importance of building a skill set in response to changes in the light of Covid-19 reform and recovery

Who Should Attend

This course is beneficial and useful to all hospitality professionals.

Course Structure

The course takes a practice-based approach to learning. Participants will be given opportunities to practise what they have learnt through role-plays and case studies. All attendees are encouraged to be participative, share and interact with fellow participants during the session.

An assessment, comprising of group project & individual MCQ, will be conducted at the end of the course.

Upon successful course completion, learners will be awarded A SHATEC Certificate of Achievement.

Course Outline

  1. Introduction
    • COVID-19: What You Need to Know
    • Safe Management Measures for Hotels and F&B
    • EstablishmentsStrategies for The Hospitality Industry during the “New Normal” of Covid-19
  1. Customer Experience Excellence
    • Customer Service vs. Customer Experience: Which matters more?
    • Pillars of Customer Experience Excellence
    • Excellence in Action – Case Studies
  1. Driving Customer Experience Excellence
    • The Disruptors of Customer Experience
    • Trends for Customer Experience Post-COVID-19
  1. Elevating Customer Experience Excellence
    • How Can You Succeed with Service in Turbulent Times?
    • Building a Skill Set that Respond Well to Changes
    • The Future of Service is Care

Course Fees

1Self-sponsored Participants

2Company-Sponsored Singaporeans/PRs for the Hospitality Industry


Full Course Fee

S$ 280.00

S$ 280.00

S$ 280.00

7% GST

S$   19.60

S$   19.60

S$   19.60

2Course Fee Support


S$ 196.00


Nett Fee Payable incl. GST

S$ 299.60

S$ 103.60

S$ 299.60

1NTUC members enjoy 50% unfunded course fee support for up to S$250 each year when they sign up for courses supported under UTAP (Union Training Assistance Programme). NTUC members from 40 years and above enjoy up to S$500 per year. For more information and terms and conditions, please refer to https://skillsupgrade.ntuc.org.sg.

2Companies in the Hospitality Industry are eligible for 70% course fee support from the Employment and Employability Institute Pte. Ltd. ("e2i") when they send their staff (Singaporean and Singapore Permanent Resident only) for this course. Please contact us for more information and terms and conditions. In the event that the company-sponsored learners fail to meet the terms and conditions, SHATEC reserves the right to recover the funding amount.

3Class commencement is subjected to minimum class size met. 

Payment Mode

The following payment modes are available:

  • Bank Transfer
  • PayNow
  • Credit Card
  • Internet Banking

Contact Details

Contact Number:
6415 3504 / 561 / 590

Email Address:


For Self-Sponsored

Click Here

For Company-Sponsored

Click Here and send completed form to cet@shatec.sg

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