WOW Service

About This Course

Great service goes beyond delivering food and drinks—it’s about leaving a lasting impression. This course is designed to help hospitality professionals understand the difference between service and hospitality, and how to consistently deliver moments that surprise, delight, and bring guests back.

From body language and anticipation to preparation and personalisation, you’ll learn how to create experiences that feel special, seamless, and worth sharing.

In this course, you will learn:

• The difference between good service and genuine hospitality

• What the “WOW” effect means and how to create it

• How to anticipate guest needs before they ask

• Practical ways to personalise the experience and go the extra mile

• The power of preparation, teamwork, and small details

• How to create repeat customers through consistent, memorable service

Each chapter includes a short quiz, with a final assessment at the end of the course. Successful completion earns a certificate demonstrating your knowledge of “WOW Service: Creating Memorable Guest Experiences.”

Course Curriculum

3 Chapters

Chapter 1 - Service vs Hospitality

Defines the difference between service (tasks and actions) and hospitality (warmth and care), showing how both combine to create guest satisfaction.

Chapter 2 - The ‘WOW’ Effect

Explains what the WOW effect is, why it matters for business success, and how it helps build guest loyalty and repeat customers.

Chapter 3 - How To Do It

Provides practical techniques to deliver WOW moments, including understanding guest expectations, anticipating needs, going the extra mile, personalising service, and mastering the basics.