Championing Service Leadership in Age of AI
About This Course
This course is designed for team leaders, supervisors, and middle managers in the hospitality and service industries who want to strengthen their ability to lead service teams with confidence and agility in the digital age.
Through a blend of leadership development and digital capability-building, this course equips learners to model organisational values, inspire frontline teams, and deliver exceptional customer service using AI-enabled tools.
Whether you’re supporting newly hired staff, addressing rising service demands, or adapting to tech-savvy guest expectations, this course offers practical strategies, workplace-relevant tools, and leadership behaviours that create real impact.
What You'll Learn
• LO1: Encourage the team to deliver excellent service using appropriate motivation methods
• LO2: Demonstrate role model behaviours that align with the organisation’s vision, mission, and values
• LO3: Promote a customer-centric culture through service practices and digital tools
• LO4: Monitor the performance of self and team using data-driven and empathetic coaching methods
Entry Requirements
The Minimum Entry Requirements to ensure that learners can cope with the course as well as benefitting from peer learning through interaction are as follows:
• Minimum Secondary education and be able to read, listen, speak and write English or at a proficiency level of the Employability Skills Workforce Skills Qualification (ES WSQ WPL Level 4).
• At least 1-2 years of managerial or supervisory experiences or a WSQ Level 3 qualification.
• Age above 25 years old