Hospitality and Customer Service Training That Keep People Coming Back

Great service solves problems. Great hospitality prevents them. Training with DeVille Training Connection helps frontline staff and managers understand the difference—and deliver both.

Many teams provide customer service. Fewer know how to create real hospitality. This training shows your staff how to go beyond expectations, handle challenges with professionalism, and create experiences that make people want to return.

Who This Training Is For

Frontline staff in retail, hospitality, healthcare, or customer-facing roles
Managers responsible for service quality and guest satisfaction
Teams with high customer interaction or public contact
Organizations wanting to improve loyalty and reduce complaints

What Makes It Different

This isn’t scripted service training. We focus on judgment, adaptability, and reading the moment. Sessions include:

Scenarios from real service settings
Discussion around handling difficult moments
Role plays to practice tone and delivery
Simple frameworks staff can use immediately

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Course Highlights

The core difference between hospitality and customer service
How to make a customer “feel” right—even when they’re wrong
Professional, calm problem-solving when patrons are upset
Going beyond expectations with small, meaningful actions
Using tone, body language, and timing to defuse tension
Creating consistency across locations or team members

Examples We Explore

“Do you just give a refund—or invite them to shop again?”
“Do you wait for the towel request—or send extras in advance?”
“Do you just fix the issue—or validate the guest?”
“Do you watch guests who are lost—or help them find their way?”