Engaging With Customers: Bringing Out The Charisma
This one (1) day Training Module is designed to improve the essential skills required for front liners who are the first point of contact with Customers. This Training Module will be of benefit to individuals working at the front desk of hotel properties.
This Training Module focuses on ways and means to create an effective and positive customer experience. Participants will learn how to understand the needs of the Customer, and ultimately create a memorable customer experience. Participants will also learn how to identify different challenging Customer situation and handle the Customers appropriately.
Target Audience
This Training Module is ideal for Hostesses, Front Desk Team, Concierge Team and also the Sales Team. This Training Module is also suitable for Restaurant Managers and Asst Managers, F&B Supervisors and anyone aspiring to take on a leadership role within the F&B industry.
Learning Objectives
By the end of this Training Module, participants should be able to:
- Learn the importance of charisma in the hospitality industry
- Develop effective Customer Engagement skills
- Enhance Non Verbal Communication Skills Both Ways
- Handle Challenging Customer Situations with Poise and Professionalism
Agenda
Session 1: Charisma in Hospitality (9.00 am to 10.00 am)
- Welcome & Overview of the Training
- The Role Frontliners Play in the Hospitality Industry
- The Significance of Creating Memorable Customer Experiences
Session 2: Team Dynamics and Management (10.15 am to 11.15 pm)
- The Power of The First Impression
- Greeting With A Smile (That reaches Your Eyes)
- Active Listening with Empathy
- Typical Customer Queries
Session 3: Non Verbal Communication (11.30 am to 1.00 pm)
- Types of Non Verbal Communication
- Maintaining Eye Contact
- Dressing Professionally
- Practicing Non Verbal Communication Skills
Lunch Break (1.0 pm to 2.00 pm)
Session 4: Tasks That Customers Like To Focus On (2.00 pm to 2.45 pm)
- Identifying Tasks That Get The Most Heat
- Tactics and Tools
Session 5: Handling Challenging Customers (3.00 pm to 5.00 pm)
- Identifying Common Customer Challenges and Complaints
- Maintaining Your Composure Despite Your Customers
- Conflict Resolution and De-Escalation
- Role Play
Wrap Up and Q&A (5.15 pm to 5.30 pm)
- Overview of the Main Points
- Open Discussion and Q&A
- Action Plans and Next Steps
Materials For Training
- Presentation slides
- Case Studies and real-world examples
- Handouts & Templates
- Worksheets
- Notepads, pens and other stationery
Delivery Method
- Lectures
- Interactive discussions
- Group work
- Case studies
- Practical workshops
Assessment
Participants will be graded based on their participation in group discussions, practical tasks and their level of comprehension to apply concepts learned during the Training Module
Trainer
The Certified Trainer will have extensive experience in F&B leadership, team management and operations planning. The Certified Trainer will be able to provide real-world examples and insights into the F&B industry.
Follow-Up Additional Resources
- Participants will have access to a Resource Library with relevant articles, templates and tools.
- Option for follow-up webinars and/or consultation sessions.