Learning Outcomes

• Demonstrate customer service skills that exceed guest expectations and enhance the overall hospitality experience.
• Develop a professional employability portfolio to demonstrate readiness to contribute to the hospitality sector.
• Exhibit problem-solving skills, adaptability, and initiative in responding to dynamic hospitality environments and customer needs.
• Evaluate the role and functions of the hospitality sector to facilitate ongoing improvement.

Student Experience

• Participate in self-paced online modules and live or recorded tutorials led by experts from Flight Centre Travel Academy.
  • 6 learning modules
  • 6 tutorials
  • 3 assessment Q&As
• Receive one-on-one coaching calls, assessment assistance, and student wellness support as needed.

Study Mode & Structure

This subject runs over 9 weeks and includes:

• 3.3 hours per week of facilitated study consisting of attending class (live classes, tutorials, Q&A sessions) and engaging with facilitators (coaching calls, assessment feedback etc.)
• 7-10 hours per week of independent study (pre-readings, videos, assessment task progression and other learning activities)

You’ll explore six themed modules:

1. From “Hello” to Hospitality Hero – Understanding the hospitality ecosystem and service culture
2. Service Stars – Communication and guest experience essentials
3. Moments That Matter – Delivering service excellence
4. Suitcase of Skills – Tools for professional success
5. On Your Feet – Handling service challenges and fast thinking
6. Cultivating Customer Loyalty – Retaining guests and building long-term connections

Assessment

You’ll complete three assessments designed to help you apply your learning in realistic industry scenarios.

Assessments take place in weeks 3,6 & 9.

1. 1. Professional Screening Call (Recorded Conversation)

   2. Hospitality Career Toolkit (Portfolio and Reflection)

   3. Problem Solving in Action (Presentation)

Career Relevance

Hospitality is one of the world’s most people-driven industries — and the skills you’ll learn here open doors across hotels, resorts, restaurants, tourism ventures, and events.

You’ll graduate with the confidence, communication, and customer-focused mindset that set hospitality professionals apart, wherever your career takes you.