Turn friction into loyalty.
Complete each lesson to progress through the course
This lesson simulates a guest interaction where the learner practices de-escalating a complaint about a noisy room.
A customer is unhappy with their food and service.
This lesson simulates a guest interaction where the learner practices resolving a billing dispute during checkout.
A guest has had too much to drink.
Test your knowledge of the L.A.S.T. model.
This quiz assesses the learner's knowledge and application of effective de-escalation techniques in challenging situations.
This video teaches strategies and techniques for maintaining composure and effectiveness when under pressure in service situations.
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