COTHM students participated in an interactive learning session focused on Customer Service, Problem Solving and Emotional Intelligence, exploring the essential professional skills required to deliver service excellence and create positive guest experiences in the hospitality industry.

The session highlighted the importance of understanding guest expectations and moments of truth throughout the dining experience. Students learned that culinary professionals contribute to much more than food quality, with communication, professionalism, teamwork and attitude also playing an important role in shaping how guests perceive a restaurant or hospitality establishment.

A key feature of the session was the interactive “Angry Guest Roulette” activity, which placed students in challenging guest-service scenarios. Participants practised responding to complaints related to food quality, service and overall dining experiences while learning how to remain calm, respectful and solution-oriented.

The activity provided students with an opportunity to understand the importance of listening carefully to guests, identifying the underlying concern and responding professionally rather than reacting emotionally. It also demonstrated how effective problem solving can help turn a difficult interaction into an opportunity to rebuild guest confidence.

The session further explored emotional intelligence and workload management, helping students recognise the importance of maintaining composure in demanding professional environments. Students discussed practical approaches to managing pressure, communicating effectively with colleagues and guests, and maintaining a professional attitude during challenging situations.

For future culinary professionals, these skills are particularly important in fast-paced kitchens and hospitality workplaces where teamwork, time pressure and direct guest interaction can occur simultaneously.

The training reinforced the idea that successful hospitality professionals require a combination of technical expertise, service awareness, emotional intelligence and communication skills. By exposing students to realistic workplace situations, COTHM continues to prepare them for the interpersonal and professional challenges they may encounter throughout their careers.