Course Description

Discover the essential WSQ Respond to Service Challenges and Opportunities qualification for professionals in high-service-expectation environments.

The learners will master guest needs, exceed expectations, and develop skills to handle challenges gracefully to build rapport with confidence and engage guests effortlessly.

This course empowers teams to elevate service operations and ensure exceptional customer satisfaction. This comprehensive program will promote your business to new heights by unleashing your team's potential and enhancing your establishment's reputation. 


TGS- 2022012425


24/03/2022 to 23/03/2024


  • Learn from experienced tourism professionals, who are all experienced in the Tourism & Hospitality industry
  • Engage in in-depth discussions with other participants from a diverse range of industry backgrounds, and develop practical strategies for industry success
  • Experience the Angliss way of learning, where classes are brought to life through field trips, guest speakers and some fun along the way.
  • Become a William Angliss Alumni member with access to leading industry contacts and events

Course Intake

3rd October, 17th October,31st October


Full-Time - 3.5 Days

Part-Time - 6 Days

Course Mode

Lecture, Group Discussion

Presentation, E-Learning

Reflection & Role-Play

Course Hours

Classroom Facilitation - 4 Hours

Practical/Practicum - 12 Hours

Assessment - 2 Hours


Upon completion of this course, learners will be able to:

  • Identify types of guests’ needs, expectations and provide go the extra mile service to them.
  • Implement types of opportunities, escalate service challenges and exceed guests’ expectations.
  • Communicate effectively and identify types of corrective actions to improve service operations performance.
  • Portray a professional image as well as persona to engage guests and follow-up on customer concerns.
  • Demonstrate resilience in the handling of service challenges.
  • Establish rapport with guests and build their confidence in delivery of service


The course structure follows a sequenced approach, beginning with an overview of understanding different guest types and their expectations.

It emphasizes effective communication for service performance improvements and highlights the importance of service staff being resilient and skilled in building rapport with guests for success in the hospitality industry.


Competency-Based Assessment for this short course includes Written Assessment and Role Play.


1. Attendance for WSQ Courses

Learners are required to maintain a

class attendance of 75% and above 


2. Unit Competency

Achieve 'Competent' for all units





Upon successful completion of this WSQ short course, learners will receive a WSQ Respond to Service Challenges and Opportunities certificate.



Learners enrolling in this course will have the following

  • Minimum 21 years old and above
  • Completed a GCE N levels with at least 2 passes
  • WSQ ES Workplace Literacy and Numeracy(WPLN)
  • WPLN Proficiency Level 5 or
  • Other qualifications may be reviewed on a case-to-case basis during the application


Where possible, or in the absence of suitable academic requirements, applicants with a demonstrated attitude and Skills and knowledge developed through industry experience of minimum 2 years may be suitable. Industries include Tourism, Hospitality, Food and Beverage, Catering and other Services.



  • Applicants must have a good command of written and spoken English, GCE N Level pass in English or equivalent OR
  • WSQ WPLN Level or substantial work experience where the professional language used was English.
  • An interview to ascertain proficiency may be used instead of these qualifications.
  •  Suitability to industry demonstrated through attitude and knowledge of Tourism, Hospitality, Food and Beverage,
  • Catering or other Services industries.




Other Charges

  1. Fee Protection Insurance:Payable on 1% of nett course fee before GST.
  2. Subject to eligibility terms and conditions. Please contact Student Services for further information.
  3. Funding is subject to SSG’s prevailing corporate policies and final approval.
  4. This fee table represents a common funding scenario of 50% funding. Please note that individual learners may have differing funding approvals i.e. 50-70%.


Full Course Fees

Full course fee: $480.00
Grant: Not Applicable 
Total Nett Fee: $480.00
Nett Fee (with 8% GST): $518.40


Singaporean 21-39 years old (50% funding)

Full course fee: $480.00
Grant: 50%
Total Nett Fee: $240.00
Nett Fee (with 8% GST): $259.20


Singaporean 40 Yrs old and above (70% funding)

Full course fee: $480.00
Grant: 70%
Total Nett Fee: $144.00
Nett Fee (with 8% GST): $155.52


Government Subsidies

SkillsFuture Mid-Career Enhanced Subsidy

SkillsFuture Credit



Workfare Skills Scheme (WSS)

Singapore Citizens aged ≥ 40 years old - up to 70% of course fees. Offset against nett course fee - applied for by student before start of course. Funds in Post-Secondary Education Accounts (PSEA) may be able to be used to pay for approved programmes. This funding will offset against the nett course fee at the commencement of the course. NTUC members may enjoy up to 50%** unfunded nett course fee support of up to $250 each year for courses supported under UTAP. Self sponsored Trainees may receive $6.00 per training hour, capped at 180 hours if their gross income is not more than $2,300.00 per month. Trainees may apply for this funding themselves once course has been fully completed. All nett course fees are payable before the commencement of the course. Other terms and conditions apply.
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