Course description

Getting older does not mean inability or weak understanding. Abilities and preferences differ from one person to the next, and good help is offered, never imposed. This course shows hotel colleagues how to support older guests while protecting their dignity and independence.

Based on the Dyafa Hotels & Resorts training deck, it follows four steps: Ask, Listen, Offer and Respect the choice. You will practise clear communication, dignified service language, practical room and movement support, comfort in the restaurant and public areas, and the age-based mistakes to avoid.

Each lesson closes with a scenario quiz to test your judgement.

What will i learn?

• Ask before assuming an older guest needs help, and respect a refusal
• Communicate clearly by facing the guest, speaking naturally and allowing time
• Use dignified service language instead of phrases that talk down
• Adapt rooms, movement support and restaurant service to the guest's stated preference
• Avoid rushing, shouting, talking down and ignoring the guest in favour of a companion

Frequently asked question