THLA Lone Star Customer Service Training
Exceptional Service
Exceptional service is what sets great hotels apart. In today’s competitive hospitality industry, every guest interaction matters. Outstanding customer service leads to stronger guest loyalty, higher online ratings, increased employee confidence, and a culture that inspires both guests and team members to return. The THLA Lone Star Customer Service Training equips hotel associates with the practical skills needed to create memorable guest experiences while strengthening teamwork and
professionalism.
Designed exclusively for THLA member properties, this engaging training consists of five interactive 45-minute modules that can be delivered individually or as a complete series.
Module 1: Be Memorable
Participants discover how first and last impressions shape the guest experience. Through interactive activities, they learn techniques for creating meaningful, personalized interactions that leave guests eager to return.
Module 2: Communication Excellence
Effective communication is the foundation of exceptional service. This session focuses on active listening, verbal and nonverbal communication, professionalism, and strategies for building positive relationships with guests and coworkers.
Awareness, Respect & Hospitality
Module 3: Serving with Awareness and Respect. Hospitality professionals serve guests from a wide variety of backgrounds and cultures. Participants learn how to recognize individual needs, demonstrate empathy, communicate respectfully, and create welcoming experiences for every guest.
Module 4: Mastering Southern Hospitality. Southern hospitality is more than friendliness—it’s anticipating needs, exceeding expectations, and creating genuine connections. This session explores how thoughtful service and attention to detail can transform ordinary guest interactions into unforgettable experiences.
Module 5: Turning Setbacks Into Success. Every hospitality professional encounters challenging situations. Participants learn proven techniques for handling guest concerns with confidence, resolving conflicts professionally, recovering service failures, and turning dissatisfied guests into loyal advocates.
Earn Your Certification
Upon completing the training, participants are encouraged to take the online Lone Star Customer Service Certification Exam. Those who successfully pass the assessment earn the THLA Lone Star Customer Service Certificate, demonstrating their commitment to delivering exceptional service and enhancing their professional credentials.
Schedule a Training
The THLA Lone Star Customer Service Training is available to THLA member properties. Whether you’re onboarding new associates or investing in the continued development of your team, this training provides practical, engaging instruction that
helps employees build confidence and deliver consistently exceptional guest experiences.
To schedule a training for your staff, please contact:
Debbie Wieland
Education Outreach & Education Foundation Director
Texas Hotel & Lodging Association
Email: dwieland@texaslodging.com