Complete all 4 online micro-sessions (25–30 minutes each).
Engage in adaptability role-plays and reflection exercises.
Submit responses to handout prompts for supervisor feedback.
Complete Pre-test and Post-test evaluations
Achieve a Pass mark of at least 75% in the post-test.
Achieve a Pass mark in role-play performance using a 9-scale adaptability rubric.
This 2-hour online training introduces hospitality staff to the importance of flexibility and adaptability in customer service. It helps participants adjust to unexpected situations, manage varying workloads, and remain guest-focused in problem-solving. Delivered in four 25–30 minute micro-sessions for individuals, one-on-one supervisor coaching, and micro-groups (2–4 learners).
Upon completion of the course, the participants should be able to:
Adjust service delivery to meet guest needs and demonstrate flexibility through role-plays.
Exhibit problem-solving skills under pressure while maintaining a positive, guest-focused attitude.
Recognize the importance of adaptability in hospitality and identify best practices for managing last-minute changes and varying workloads.
Commit to improving adaptability in daily work through an action plan and stay calm in unpredictable situations.
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