As part of its ongoing efforts to elevate the quality of services in the hotel sector, the Jordan Hotels Association organized a training course on Wednesday, 15 April 2026, entitled “Guest Satisfaction,” delivered by Dr. Hani Jomaa, with the participation of a number of hotel employees in Amman, particularly those in direct contact with guests.

The course aimed to develop participants’ customer service skills and enhance their ability to deal professionally with various types of guests, thereby contributing to higher levels of guest satisfaction and improving their overall experience within hotel establishments.

The training program covered several key topics, most notably the concept of customer satisfaction and its importance in the hospitality sector, effective mechanisms for handling guest complaints, positive communication skills and the impact of first impressions, as well as strategies for exceeding guest expectations and delivering a distinguished experience.

The course also highlighted the importance of customer satisfaction as a fundamental pillar for the success and sustainability of hotel establishments, given its direct role in enhancing reputation, increasing occupancy rates, and strengthening competitiveness in the tourism market.

The session witnessed notable engagement from participants, including the exchange of experiences and discussions of practical challenges faced by front-line staff, which contributed to enhancing the practical value of the training.

This course forms part of a series of training programs implemented by the Association, aimed at improving the efficiency of employees in the hotel sector and developing the level of services provided, in line with international best practices in the hospitality industry.