Resiliency & Retention Training

Learn how to deliver great customer service and boost your career in hospitality

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Creating Memorable Guest Experiences with Customer Service Training 

Working in hospitality and tourism requires great customer service skills.  This program was developed by OTEC and gives you a hands-on approach to learning how to deliver good customer service including:


  • Essentials of Service Excellence (Full-day)
    Learn some of the basic tools to go beyond
    customer service and create exceptional service
    experiences for customers.


  • Stress Management (Half-day)
    Explore the impact of stress on our bodies, minds,
    and spirits, and resiliency strategies to
    manage its effects in the workplace.
  • Emotional Intelligence (Half-day)
    Learn how to harness your EQ to reduce stress,
    enhance communication and improve job

**This program is delivered by OTEC with support of Tourism Skillsnet Ontario and funded by the Canadian and Ontario governments.

Program Details


2 full days



Method of study

In-person training


116 Industry Street M6M 4L8

Study Time

2 full days 

Age Requirement

15 years and older

Program Eligibility

  • Ontario Resident

Upcoming Program Dates

 Get in touch with one of our hospitality career experts to reserve your spot for our upcoming Resiliency & Retention program.

Accelerated Resiliency & Retention

Fall Session 1

Start Date

Sep 23, 2023

End Date

Sep 24, 2023

Training Sessions

Saturday & Sunday

Accelerated Resiliency & Retention

Fall Session 2

Start Date

Oct 21, 2023

End Date

Oct 22, 2023

Training Sessions

Saturday & Sunday

Interested in more training options? Visit our calendar page for a complete list of HWTC’s upcoming programs and start dates.

Program Calendar

Why Choose Resiliency & Retention

Understand yourself

Dealing with others is much easier when one understands oneself.  This training includes looking at emotional intelligence.  


Dealing with Stressful Situations

Learn how to stay calm and deal with stressful situations in a hospitality environment. 


Customer Service Best Practices

We cover the fundamentals of delivering great customer service that can be applied in a variety of hospitality and tourism environments 

Master the art of great Customer Service

Our Career Consultants understand where you’re at and they’re here to help you get back on track. All it takes is 15-minutes to get started.

HWTC taught me that failure is not the end, but the beginning of my journey and the opportunity to grow and learn. It helped me change my behaviour and improved my relationships, not only with my colleagues but also in my personal life.

Seda - HWTC Graduate

Start learning on the fly.

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