THE HOSPITALITY EDGE
SERVICE & SMILES - ENGAGE, DELIGHT, REPEAT!
overview:
This Training Program is designed specifically for front-liners who are the first point of contact with guests. We will focus on the the ways and means to create an effective and positive customer experience. Participants will understand the needs of the Guest. We will also focus on identifying challenging guest scenarios and how to respond appropriately.
Learning Outcome:
- Learn The Importance of Charisma in the hospitality industry
- Develop effective Guest engagement skills Enhance non verbal communication skills
- with Guests and within the Team Learn how to identify and handle
- challenging guest scenarios with poise and professionalism
Target Participants:
- Hostess
- Restaurant Manager
- Asst Restaurant Mgr
- Front Desk Team
- Concierge Team
- Sales Team
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: Charisma Is Hospitality
- The Role Frontliners Play In The Hospitality Industry
- The Significance Of Creating Memorable Customer Experiences
Module 2: Team Dynamics & Management
- The Power of The First Impression
- Greeting With A Smile (That Reaches Your Eyes)
- Active Listening With Empathy
- Typical Guest Queries
Module 3: Non Verbal Communication
- Non Verbal Communication Skills
- Maintaining Eye Contact
- Dressing Professionally
Module 4: Tasks That Guests Like To Focus On
- Identifying Tasks That Get The Most Heat
- Tactics & Tools
Module 5: Handling Challenging Guests
- Identifying Common Guest Challenges & Complaints
- Maintaining Your Composure Despite Your Customers
- Conflict Resolution and De-Escalation