HOST WITH THE MOST
THE ART OF WARM WELCOMES AND EXCEPTIONAL SERVICE
overview:
Hostesses play a crucial role in creating a POSITIVE FIRST IMPRESSION for Guests and Customers, ensuring a positive experience from the very beginning. Similar to the role the Front Desk Team plays in a hotel property, this Training Program will equip participants with the knowledge and skillsets needed to address any concerns raised by a Guest or Customer, and to manage their expectations satisfactorily.
Learning Outcome:
- Learn the essentials skills and techniques to provide warm, welcoming and efficient service within the hospitality industry.
- Enhance customer service skills to meet different types of Customer expectations.
- Master reservation management techniques to optimise table turnover and event bookings.
- Develop effective communication and problem-solving skills.
- Build confidence and professionalism in handling challenging situations.
Target Participants:
- Front-liners & first point of contact with Guests
- Hostesses
- Supervisors & Captains
learning methodologies:
- Lectures
- Presentation Slides
- Case Studies
- Interactive group discussions
- Role Play
Duration:
1 x full day (8 hours)
course content:
Welcome
- Course Overview
- Ice Breaker
- Introduction of Trainer
Module 1: Introduction to Hostessing Excellence
- The Importance of First Impressions
- Professionalism in Personal Appearance
Module 2: The Art of Greeting and Seating
- The Warm Welcome – Smile & Eye Contact
- Greeting Guests with Grace and Confidence
- Seating Strategies for Optimal Guest Experience
Module 3: Reservation Management
- Tools For Effective Reservation Management
- Critical Questions To Ask
- Dealing With Last Minute Changes
- Managing No Shows and Late Arrivals
Module 4: Communication & Conflict Resolution
- Effective Verbal and Non-Verbal Communication
- Handling Guest Complaints with Empathy
- Conflict Resolution Techniques
Module 5: Enhancing The Guest Experience
- Presenting The Menu
- Menu Knowledge
- Making Recommendations For Ordering