OVERVIEW
In the hospitality industry, service standards training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include hotels and resorts, event conferences and restaurants — all of which exist to serve people. This module is designed to emphasize the power of WOWing your guest with expectational service. The Program Also Facilitates On The Importance To Treat Your Frequent Business Travelers In Specific Ways So They Will Continuously Be Choice To Stay At Your Property.
By the end of this course the delegates will be able to:
- Participants will understand the fundamental methods to create exceptional service.
- Participants will be confident in managing guest expectations by creating win-win solutions.
- Participant will be exposed to best practices from the hospitality sectors.
- Participants will discover what GREAT Service looks like.
- Enable The Organization To Move Ahead And Ensure Consistent Customer Service Excellence.
- Leveraging the power of communication to influence conversations.
- Discovering strategies to provide customers with an enjoyable experience.
- Typically spans 2 days (9am to 5pm).
- Nonetheless, we can customize both the program’s duration and schedule to cater to unique client requirements (e.g., compact 1-day workshops or extended sessions beyond 3 days).
- Hospitality professionals (hotel staff, restaurant staff, event coordinators)
- Customer service representatives (call center agents, support teams)
- Service-oriented professionals in other industries (retail associates, travel/tourism professionals, healthcare staff)
- Supervisors and managers in the hospitality and service industry
PROGRAM OUTLINE
- Icebreaking activity
- Topic introduction and training overview
- Understanding customer profiling and needs
- Determining the right approach
- Exploring service passion
- Explaining the 3 levels of empathy
- Understanding the 4 stages of the guest cycle
- Building rapport and developing relationships
- Emphasizing the importance of powerful conversation
- Utilizing the S.T.A.R model to deal with challenging guests
- Understanding the three elements of professionalism
- Highlighting the significance of first impressions
- Emphasizing the importance of being a role model
- Exploring service barriers and the Minute to Arrive concept
- Understanding the S.T.O.P model
- Explaining service standards and expectations
- Discussing 5-star hotel service standards
- Uplifting service standards
- Delivering intuitive service
PROGRAM METHODOLOGY
- Hands-on Activities: Practical exercises to reinforce theoretical concepts.
- Group Discussions: Opportunities for peer-to-peer learning and exchange of ideas.
- Role Plays: Simulations of realistic situations to build practical skills.
- Feedback Sessions: Reviews and reflections to encourage improvement.
- Problem-solving Exercises: Develop critical thinking and decision-making skills.
- Experiential Learning: Learning by doing, promoting active involvement.
- Interactive Lectures: Engaging presentations by experts in the field.
- Case Studies: Real-world scenarios for learners to apply their knowledge.
- Quizzes & Tests: Regular assessments to track learning progress.
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