How long is the guest experience course and in what format?

It is 8 hours, usually in two 4-hour sessions or four 2-hour virtual micro-sessions. It can be live virtual, on-site at your hotel or restaurant, self-paced on the platform, or a combination, and we schedule the sessions around your busiest shifts so service is not affected.

Does it include a DC-3 certificate?

Yes. Every participant who meets the attendance and assessment criteria receives a DC-3 certificate with the data required by Mexico's STPS, and the platform keeps the attendance and grade records for your audits and inspections.

Can it be adapted to our brand standards?

Yes. Before starting we review your service standards, your surveys and your recent reviews; the cases, scripts and exercises are built from that information. If you belong to a chain with its own service manual, we align the course to it.

What about questions after the sessions?

Geedle Bot, our artificial-intelligence agent, is trained on the course content and recordings. It answers questions at any hour and takes the participant to the exact minute and second of the recording where the instructor explained the topic, so nobody waits until the next session.

Soft skills courses

Guest experience course for companies

A guest experience course for people who serve guests face to face in hotels and restaurants: front desk, bell staff, housekeeping, servers, hosts, captains and shift managers. We work with real moments from your service, gamified challenges, an AI agent that supports participants between sessions, and a DC-3 certificate filed with Mexico's STPS.

What is the guest experience course?

It is an 8-hour program that teaches staff to take care of every moment of the guest journey, from booking to farewell: service standards, personalization, recovery when something goes wrong and responses to online reviews. It runs live virtual, on-site or self-paced, and includes a DC-3 certificate.

Course sheet

The essentials at a glance.

Duration

8 hours

Formats

Live virtual · On-site · Self-paced

Certificate

DC-3 · STPS

AI agent

Geedle Bot answers questions 24/7 with the exact minute of the recording

What your team will be able to do

Learning objectives observable on the job.

Map the guest journey
Identify the key moments of a stay or visit and what the guest expects at each one.
Personalize the service
Use guest information to anticipate needs and create memorable details.
Recover the service
Handle complaints and incidents with a protocol that repairs the experience, not just the bill.
Protect the online reputation
Answer positive and negative reviews in a professional tone consistent with the brand.

Syllabus

Course syllabus

Six modules; each one leaves a deliverable you can apply in your operation.

Guest experience and hospitality
What makes a stay or a meal memorable and how every role shapes it.
Guest journey map
Service standards and first impressions
Welcome, language, appearance, response times and farewell.
Welcome and farewell script
Personalization and anticipation
Active listening, guest preferences, special occasions and recording details.
Preference profile
Service recovery
Handling complaints, an effective apology, sensible compensation and follow-up.
Recovery protocol
Online reviews and reputation
How to read reviews, answer them in the right tone and turn them into internal improvements.
Response templates
Teamwork and action plan
Coordination between departments, shift-change communication and team commitments.
Area action plan

Who is this course for?

Front desk, concierge, bell staff, housekeeping, food and beverage teams, servers, hosts, captains, supervisors and managers in hotels, restaurants and hospitality venues. The content is adapted to your category, your concept and your brand standards.

What changes in the operation after the course?

Consistent welcomes and farewells, personalized touches based on what guests share, complaints solved on the spot with a clear protocol and online reviews answered with judgment. We measure before and after with a learning assessment and, if you want, with your guest satisfaction surveys.

Want this course at your company?

Request the proposal for the guest experience course: three scope options with a closed price in under 24 business hours.

Quote on WhatsApp Request a proposal

Participant asking Geedle Bot on a laptop at night; the agent replies with minute 42:15 of the course recording

Artificial intelligence

An AI agent supports every participant during and after the course

Geedle Bot is trained on the syllabus, materials and recordings of your course. Participants ask in plain language and get an exact answer, not a generic one.

Knows every detail of the course: dates, syllabus, deliverables and certificate criteria
Solves problems in real time, at any hour, from Moodle, WhatsApp, Teams or Slack
Delivers the exact minute and second of the recording where the instructor explained the topic
Reinforces what was covered with summaries and review questions, and escalates to the instructor when needed
Shows HR which topics raise the most questions so the course can be adjusted

Meet Geedle Bot

Which format suits each course?

All of them issue a DC-3 certificate and leave records on the platform; what changes is how people practice and how the calendar is organized.

	Live virtual	On-site at your company	Self-paced on the platform
Ideal for	Teams across several sites or remote	Hands-on practice, team dynamics and brigades	Rotating shifts and large workforces
Interaction	Live instructor, breakout rooms and real cases	Instructor in the room, role-plays and practice with equipment	Microlessons, challenges and automatic assessments
Typical duration	2-to-4-hour sessions on different days	4-to-8-hour days	2 to 4 weeks at your own pace
Records	Attendance, participation and assessment on the platform	Roster, assessment and photo evidence	Progress, grades and time on the platform
Questions between sessions	Geedle Bot 24/7	Geedle Bot 24/7	Geedle Bot 24/7
Certificate	DC-3 with the STPS	DC-3 with the STPS	DC-3 with the STPS

Related courses

Other soft skills by sector courses and the full category.

FAQ

Frequently asked questions about the guest experience course

Get a quote for this course for your team

Tell us how many people, in which city and in which format. We reply the same day, free and with no commitment.

Guest experience course for companies

What is the guest experience course?

Course sheet

Duration

Formats

Certificate

AI agent

What your team will be able to do

Map the guest journey

Personalize the service

Recover the service

Protect the online reputation

Course syllabus

Guest experience and hospitality

Service standards and first impressions

Personalization and anticipation

Service recovery

Online reviews and reputation

Teamwork and action plan