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Hospitality Training

hospitality course

At Your Service: Delivering a Five-Star Customer Experience

Course Outcomes

This hospitality course will:

  • Discuss best practices for delivering first-rate customer service, and provide a forum for articulating standards specific to the organization.
  • Give guidance regarding professional appearance.
  • Suggest language for welcoming guests, interacting professionally, and closing conversations.
  • Explain service body language and what is appropriate.
  • Review service recovery tactics.
  • Offer suggestions for managing stress.

Available Formats

  • One-Day Course
  • Two-Day Course

Course Overview

To employees it's a workplace. To patrons, guests, visitors, and diners, it's everything from a place to rest their heads while making a long trip to a temporary home during a much-longed-for vacation. While serving the public can be difficult, doing so in the hospitality industry carries its own set of challenges. This course is designed specifically for those who work in hotels, motels, resorts, clubs, bars, and restaurants. Besides learning how to deliver exceptional customer service, participants will also gain valuable skills for reducing stress while they deal with even the most demanding customers.

Program Objectives

At the program's conclusion, participants should be able to:

  • Describe exceptional customer service.
  • Identify its benefits on a personal and professional level.
  • Recognize barriers to its delivery.
  • Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
  • Understand different customers' behavior styles and know how to adjust to each.
  • Use and explain techniques for dealing with angry, upset, or disappointed customers.
  • Practice stress-reduction tactics for their own well being and motivation.
  • Develop a personal action plan to improve their customer-service skills.

The following outline highlights some of the course's key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

Workshop Outline

Our House Is a Very, Very, Very Fine House: The Basics of Customer Service
Beyond the architecture, décor, amenities, or natural beauty that might contribute to customers' pleasure in patronizing certain hospitality venues, nothing will ruin their experience faster than poor service from those who are working to accommodate them. In this introductory lesson, participants will discuss the key components of excellent customer service and behaviors that will exceed patrons' expectations. They will also discover how inattention to these matters can have disastrous consequences on both a business and personal level.
Out of Service: Delivery Detours
In this second unit, participants will explore issues that impede their providing exceptional customer service. Whether the causes are personal, organizational, structural, or natural, they will identify many barriers that might compromise or prevent full accommodation of their customers.
What's the Forecast?: Reading Customer-Satisfaction Levels
Will you have clear skies or need to board up the windows against an oncoming hurricane? Learning to gauge customer satisfaction is a valuable skill that can help preempt or prevent problems in a hospitality setting. During this session, the instructor will show participants how to "read" their patrons for the purpose of stopping trouble before it starts. Included in the lesson is information about how to interpret body language and facial features in others and how to listen for changes in tone of voice as a precursor to a verbal attack.
Who's Been Sleeping in My Bed?: Bare Facts about Communication Styles
One of the surest ways to provide excellent customer service is by way of communicating effectively with your clientele. As a logical follow up to the preceding session, this lesson exposes participants to Business Training Works' signature diagnostic tool, The Communication Jungle. In this extensive self-assessment exercise, they will learn to identify their own communication styles and those of their customers for the purpose of achieving the best possible communication and satisfaction.
If They Huff and They Puff: Calming Those Who Would Blow the House Down
"It's on the house." "There's no charge." "We'll put you in another room." "I can take care of that." Sometimes even offers such as these aren't enough to smooth the ruffled feathers of dissatisfied customers. There are some who will not be happy with anything you try. For the others who may be temporarily upset by certain unpleasant circumstances, there are ways of turning them around. In this segment of the training, participants will learn tactics for dealing effectively with even the most difficult customers.
Before the Next Wave Reaches Shore: Steps for Successful Stress Reduction
As the preceding units reveal, it is difficult to make all customers equally satisfied in hospitality settings. Even so, those who are not able to move beyond experiences with difficult customers will find themselves stressed out and unable to provide service of any kind to their guests. This component teaches participants valuable skills in stress reduction. By spending a few minutes following some simple steps, they will be able to ease tension and focus their efforts on offering the best possible service to those who visit their establishments.
Under New Management: A Plan for Self Improvement
This final segment of the training is set aside for participants to design a personal action plan for improving their customer-service skills. Based on a set of both short- and long-term goals, their individualized lists will function as a ready reference to assist them and their businesses in exceeding customer expectations.

At the program's conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry. They will know how to provide such service, how to handle impediments that are not always within their control, and how to manage dissatisfied customers. They will also know the steps to take to minimize their own stress so that they can stay motivated and remain valued customer-service representatives.

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