Customer Service Excellence - Hotel and Resort Edition
Details
"Customer experience is what the customer remembers when he/she walks out from the establishment."
Your hotel or resort should not only be a choice destination but also a choice of excellent CUSTOMER EXPERIENCE that will keep the customers coming back.
There are a lot of customer service training all over the world but one thing is lacking and that is application of things learned and completely serving the customer. In this training, it offers more than theories but remarkable discussions embedded in case studies and role plays. In this way, it becomes realistic and effective leading to application of the things learned.
This is one of the Top 5 training from Learning Avenue PH this is being facilitated by a former manager from the hospitaly industry.
If you want to see great improvements in your service delivery in your establishment that will lead to SALES AND CUSTOMER RETENTION, then by all means this course is designed for that goal.
STARTING POINT: Contact us directly to receive timely response.
Outline
- High-caliber content
- Interactive program
- Sample Presentation Videos
- Role play
- Case Studies
- Coaching and Feedback sessions
Day 1
Module 1: Customer Service Defined
- Whoarecustomers(Internalandexternal)
- Customer servicedefinition
- Customerservicevs.Customerexcellence
- Understanding customerexpectations
- Why do customers leave?
- Fiveelementsofcustomerservice
This module focuses on the fundamentals of Customer Service and the importance in creating an impact and good impression to customers. This module will provide the learners the awareness needed in working in the hospitality industry.
Module 2: Customer Experience
- Moments oftruths
- Basicstepsincustomerservice
- Identifying the customer’s needs
- Meeting the customer’s needs
- Understanding the customer’s problem
- How to respond to the customer’s needs
- ASSESSMENT:Whatisyourpersonalitytype?
- Understandingthedifferentcustomerpersonalitytypes and how to adjust to varying personalities in the restaurant
- Therightresponsetothedifferentpersonalitytypes
Module 4: Effective Communication Skills
- Importance of Communication Skills in the Hospitality Industry (Restaurant)
- Active Listening
- Positive Words to Use When Serving the Customers and Responding to the Inquiries
- Building Rapport
- ProjectaPositiveImageUsingYourVoice and Body Language
Day 2
Top of the morning: Review and assessment from Day 1 modules
MODULE 1: Service Recovery Process: Recovering Difficult Customers
- Understanding the difficultcustomers
- De-Escalating anger
- The importance of empathy
- Why do customers complain?
- LAST method – Listen, Acknowledge, Solve and Thank
- Handling customer complaints professionally online and offline (Customer Retention)
- ACTIVITY:WORKSHOPROLEPLAY
Module 2: Restaurant Staff Training
Based from HR’s recommendation, this training will enable the support team to be more efficient in handling the day-to-day operations by having a well-defined training program in place.
- The importance of training delivery in the restaurant
- Roles and Functions of team leaders, supervisors and team members in the restaurant
- Restaurant Management Checklist
- Standard Operating Procedures implementation
- Staff Orientation/Onboarding new team members
Module 3: Employee Management
- Skills To Look for When Hiring for Customer Service
- Employee training and development plan
- Retention strategies for employees
- Recruitment and onboarding of new employees
- Employee performance reviews and ratings
- Managing team members’ performance and compliance
- How to resolve employee turnover – Knowing the root cause and making action plans
Case study: The case study aims to teach team leaders and supervisors how to strike a balance between people and process management. (Being firm and strict in service delivery)
Module 4: Building Customer Relationships
- Satisfied and happy customers become brand advocates
- How to stand out in the competition - Remarkable customer service
- Great customer service increases customer retention
- How to create an atmosphere of customer advocacy and success
Speaker/s
Trainer Pia Minet DC Jamarie is passionate about training and all that comes with it. She feels that this is her purpose in my life and with this overflowing passion, she is determined to help people reach their full potential. She encourages her trainees to be the best version of themselves.
She finished BS Hotel and Restaurant Management in UST and worked in the food service industry and gain relevant experiences in leading, managing, and training people.
Additionally, as a People Developer she was able to manage and coach people in the BPO industry where she gained wealthy experiences from previous employments in known companies such as JP Morgan Chase and Co., HSBC and Accenture. Her last position in the BPO industry was a Training Manager and she recently finished her Training Strategy project at Johnson and Johnson Philippines.
Her training experiences for the last 12 years is composed of Corporate Training, Freelance leadership and personal development Training, workshop and event talks.
Schedules
Learning Avenue PH is an independent training center where freelancers and professionals from different industries collaborate in crafting quality trainings and workshops in the Philippines.
Learning Avenue PH offers quality training and workshops based on a thorough process that involves an effective implementation of training needs analysis to fully develop a training event suited for the participant’s needs.
Learning Avenue PH banks on the wealthy experiences and field of expertise of the freelancers and professionals from different industries who are more than ready to share knowledge, skills and best practices.
METHOD OF WORK TO CREATE AN IMPACT IN THE ORGANIZATION
1. Understanding training needs and expectations
2. Understanding the company's VMV - Vision, Mision, Values
3. Analyzing roles and background of the attendees
With this thorough process, we can tailor fit the training program to be able to deliver an impact in your organization.
Learn more at:
https://learningavenueph.com/index.html
https://learningavenueph.wordpress.com/
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