Delivering exceptional customer service is the cornerstone of guest loyalty and an essential driver of positive word-of-mouth marketing. Accompanying businesses on the upskilling journey to enhance service quality, Pegasus International College successfully conducted a bespoke training programme on “Professional Customer Service – The Art of Hospitality from the Heart” for Roygent Parks Hanoi (Hotel & Serviced Apartment) over the course of three months.

EXACTLY WHAT DOES PROFESSIONAL CUSTOMER SERVICE IN THE HOTEL INDUSTRY MEAN?

In the hospitality sector, the terms Guest Service and Customer Service are not only widely used but always interconnected. Despite the widely recognized importance of providing excellent Customer Service, implementing and maintaning it effectively remains a challenge for many businesses.

Guest Service (or Customer Service) encompasses all customer care activities that occur before, during and after a guest visits, including:

• Receiving and handling guest feedback
• Collecting opinions and evaluating guest experiences
• Proactively engaging with guests to enhance satisfaction and loyalty

HOW DO HOTELS MAINTAIN PROFESSIONAL CUSTOMER SERVICE?

Professional customer service is not just about how each staff serves guests; it also reflects a company’s core values, philosophy and hotel culture and branding.

Pegasus International College designed a tailor-made training course inspired by the Japanese spirit of Omotenashi – the art of wholehearted hospitality, in collaboration with Roygent Parks Hanoi, a premium hotel and serviced apartment complex developed and operated by Daiwa House Group and Taisei Corporation from Japan.

The training focused on three essential pillars of professional service, enabling staff to reflect on and improve their daily performance:

1. Polished Appearance

   First impressions matter. Pegasus trainers guided participants through industry standards in grooming and professional presentation, helping staff evaluate and refine their appearance to reflect the brand’s hospitality values.

2. Professional Demeanour

   Professionalism extends beyond technical skills. For example, when escorting a guest to the lift, staff were reminded to walk slightly ahead, hold the door open and invite the guest to enter first — a simple yet powerful gesture of respect and care.

3. Sincere Attitude

   Introducing the 4B model – Be Friendly, Be Calm, Be Listening, Be Problem-solving, trainers equipped participants with practical tools to handle guest feedback with empathy and composure. When a restaurant guest raises a concern, for instance, staff are encouraged to remain calm, listen actively, apologise sincerely and promptly resolve the issue — ensuring each guest feels valued and respected.

SUSTAINING THE SPIRIT OF OMOTENASHI AT ROYGENT PARKS HANOI

The programme went beyond theory — it encouraged hands-on practice and self-reflection. Across three consecutive training classes, almost 100 employees of Roygent Parks Hanoi strengthened and elevated their skills, cultivated and deepened their service mindset and learned to express genuine hospitality in every guest interaction.

Through this partnership, Pegasus International College continues to upskill and empower businesses to elevate service standards, instil a culture of excellence and uphold the true essence of hospitality — serving from the heart.