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Sam Hospitality Conducts Onsite Training at Ruaha River Lodge, Tanzania


staff posing for a photo at ruaha river lodge in tanzania

We had the great pleasure to offer our onsite training at Ruaha River Lodge in Tanzania. Our expert trainer, Samkeliso Nkwanyane, travelled to the lodge which is situated in Ruaha National Park to conduct our onsite training. The training took place from 28th May to 13th June 2023 and covered service excellence, housekeeping, front of house service, bar service and front office.


Our training is always tailored to your lodge needs.  Ruaha River Lodge is set on one of the most stunning stretches of the Great Ruaha River, you can see game throughout the day from the comfort of your veranda; there can surely be few other camps as perfectly situated. Ruaha is split across two locations, with one dining banda along the river, and the other perched high on a nearby kopje, offering a completely different perspective


Customer service training.

Our customer service training is designed to equip staff to:

  • Deliver exceptional customer service to all customers.
  • Understand the importance of internal and external customers.
  • Build the culture of exceptional service
  • Understand the principle of CARE.
  • Provide customer service according to laid down processes and procedures.
  • Monitor guest satisfaction at pre-demined intervals, evaluate & analyze feedback and determine satisfaction levels.
  • Communicate effectively with customers.
  • Promote the company image by providing highest standards of service
  • Establish a professional rapport and relationship with colleagues and internal customers.
  • Provide basic telephone skills essential for excellent service.
  • Understand attitude that affect customer retention.
  • Resolve customer complaints efficiently and effectively.


What Does the Course Entail?

The course covers the following topics:


The importance of the customer

  • The customer as a source of revenue
  • Customer satisfaction
  • Annoying habits
  • Anticipating the customer needs
  • Maintaining excellent customer care


Customer Service

  • Greeting customers and attending to them without further delay
  • Promoting facilities and services
  • Customer expectations
  • Customers’ reaction to poor service
  • Guidelines for superior customer care
  • Effective communication

Customer Complaints

  • Advantaged of customer feedback / complaints
  • Methods of dealing with customer related issues
  • Common customer complaints
  • Methods to satisfy irate guests
  • Do’s and don’ts when dealing with customer complaints
  • Product and service complaints
  • Environment complaints
  • Personal complaints
  • Written complaints
  • Documenting complaints and giving feedback
  • Efficient work practices
  • Promoting products and services
  • Dealing with other staff members


Front of House Training

Our lodge front of house training focusses on the following:

  • Guest pre-arrival preparation – including towels and welcome drinks
  • Guest arrival procedure
  • Breakfast service
  • Lunch/ afternoon tea and canapés service
  • Serving cocktails and sundowners
  • Understanding which venues to use for different guests.
  • Special dinner service – e.g. dinner by the deck, bush and boma dinners.
  • Personal presentation and polished language skills
  • Service Excellence
  • Improving the guest experience
  • Attitude and behaviour
  • Inter-departmental communication
  • Anticipation skills
  • Table planning, setting and seating.
  • Menu Knowledge and translation
  • Beverage Knowledge – including spirits and cocktails
  • Wine Knowledge – Red, White, Rose, Blanc de noir, Champagne, MCC
  • Basic food & wine pairing
  • Upselling on beverages
  • Ensuring guests are relaxed and comfortable at all times

front of house training in ruaha national park in tanzania

Bar Service Training

Our bar service training focusses on the following:

  • Customer relations
  • Service times
  • Informing customers accurately about available drinks
  • Promoting drinks at appropriate times
  • Stocks and accompaniments for drinks service
  • Dispensing drinks correctly with accompaniments
  • Spirits
  • Beers
  • Liqueurs
  • Aperitifs
  • Digestives
  • Port and Sherry
  • Vermouth
  • Alcopops / RTDs
  • South African wines and service
  • Types of wine
  • Wine storage
  • Cocktails


Front Office Training

Our front office training focusses on the following:

  • Effective Relationships with Staff
  • Service Excellence
  • Telephone Etiquette
  • Guest check-in and check-out procedures
  • Customer information and booking services
  • Monitor Customer Satisfaction
  • Preparing for guests’ arrival
  • Guests needs
  • Interdepartmental communication
  • Check-in process
  • Arrival and registration
  • Promoting products
  • Special requests
  • Assisting guests
  • Checking up on guests
  • Check-out procedure

front office staff training at ruaha river lodge in Tanzania

Housekeeping Training

Our housekeeping training focusses on the following:

  • Guest room cleaning procedures
  • Handling soiled and unsoiled linen and bed coverings
  • Mattress care
  • Bed base, headboard and bed coverings
  • Bed making procedures
  • Bathroom cleaning procedure
  • Dealing with customers
  • Dealing with customer property
  • Cleaning fridges and furniture
  • Amenities and lost & found procedure
  • Turndown service
  • Towel folding art
  • Clean and maintain public areas
  • Working safely
  • Occupational health and safety
  • Lifting and moving heavy furniture
  • Protective clothing
  • Hazard warning signs
  • Correct cleaning equipment and materials on surfaces

housekeeping training at ruaha river lodge in Tanzania

How to Book our Safari Lodge Training?

Sam Hospitality is the preferred training provider for safari and game lodges throughout Africa. We are able to offer onsite training in all the national parks and game reserves including Ruaha, Serengenti National Park, Mikumi, Gombe, Tarangire, Katavi, Arusha, Mahale, Selous, Saadani, Udzungwa, Mount Kilimanjaro, Maasai Mara and many more. If you would like to book your staff our training, please email us on training@hospitalitycourses.co.za or call us Sam Nkwanyane on +27 82 765 9238