Introduction
Training courses offered below are developed to support employees that work in the hospitality
industry in order to further develop their skills and competences that will allow them to stay on
top in a competitive market. The hospitality programme is designed for hotels – to be ready to
resist the challenges of the modern business world. By integrating theory and practice, the
programme provides a comprehensive insight into different dimensions of the hospitality industry
and customer complaint management – by offering all the necessary knowledge and skills needed
to stay competitive in the market and moreover to respond to all guest requirements.
Training tailored to client needs
Millennial Consulting, in cooperation with Gentis, a partner company from Zagreb, Croatia,
develop its training concept, methodology and exercises based on a detailed analysis of client
needs, services and products.
Objectives:
• To identify client needs and expectations
• To get to know a job specification
• To identify key performance indicators after the training is completed
PROCESS:
To identify client needs and expectations
____
To identify client needs and expectations
____
To identify client needs and expectations
____
1. Defining expectations: defining needs, objectives and training results as well as training dynamics. This will result in gaining participants commitment and furthermore – as the training content is developed to meet the participants’ needs – that will contribute to achieving great training results.
2. Development and adjustment: with the aim of getting the following information:
- From the participants’ perspective, what defines the “ideal” hospitality process and how to handle difficult situations (what participants would like to achieve) – according to hotelstandards
- What kind of guest image (reputation) they would like to build
- Specific desired behaviors that a client want to see among employees after the training
3. Training implementation: all training programmes represent a combination of theory and practical exercises (30% theory and 70% practical exercises). The training dynamics is adjusted to each group, and it depends on how fast they can absorb new information. Teaching techniques such as case studies, role plays, small group work and individual exercises are a great way to engage participants and stimulate learning. The content of the training is Connected to real-life situations and examples that participants experience at work, which helps to better understand the content and to put that into practice.
Guest services – receptionist
Competencies: This training course encourages further development of social competencies of
employees that work in the tourism industry
Duration of Training: 2 days
Number of Participants: 10-12 per group
Methodology: mini lessons, worksheets, case studies, individual work, role plays, small group work, simulation games.
Anticipated Training Outcomes: To refresh existing and to gain new knowledge and learn new skills needed to keep professional and positive attitude in customer service; as well as to understand how customer complaints can become opportunities for improvement, if taken responsibly.
Training objectives: At the end of the training, participants should be able to:
LEARN
- To list the most important characteristics of professionalism in guest services
- Ability to explain each of the characteristics – how to recognized them based on observable behaviors
- Identify and describe different types of guest complaints and the reason why they occur
BE ABLE TO
- Demonstrate how professional attitude towards guests and internal clients looks like
- Demonstrate ability to listen and understand guest needs and based on that provide adequate information
- Demonstrate techniques and tips for dealing with guest complaints and show skills that will help you to prevent similar problems in the future
Training agenda
- What is exceptional customer experience and why is it important?
- Definition of hospitality
- Building a personal reputation
- The importance of my role within a company and also the importance of a relationship I build with my internal clients as part of employer branding
- Requirements of a modern guests– pyramid of needs
- How to build a customer – oriented attitude
- Your attitude and how it affects the relationship with a guest
- The importance of communication in guest services -assertiveness as an attitude
- How to achieve a better understanding of client needs
Guest services – waiters and bartenders
Competencies: This training course encourages further development of social competencies of employees that work in the tourism industry
Duration of Training: 2 days
Number of Participants: 10-12 per group
Methodology: mini lessons, individual work, simulation games, role plays, instruments
Anticipated Training Outcomes: To refresh existing and to gain new knowledge and learn new skills needed to keep professional and positive attitude in customer service; as well as to understand how customer complaints can become opportunities for improvement, if taken responsibly.
Training objectives: At the end of the training, participants should be able to:
LEARN
- To understand clients/guest needs and how to adapt the way of communication based on that
- How to handle difficult situations in order to increase satisfaction and loyalty
- To adopt all necessary principles for delivering exceptional customer experience and to apply hotel rules and regulations
BE ABLE TO
- Demonstrate how professional attitude towards guests looks like; understand guests’ needs based on different cultural backgrounds.
- Demonstrate ability to listen and understand guest needs and based on that provide adequate information;
- Demonstrate techniques and tips for dealing with guest complaints and show skills that will help you to prevent similar problems in the future
Training agenda
— What is exceptional customer experience?
— Skills, knowledge, attitude – keys to success
- Your attitude and how it affects the relationship with a guest
- Building relationship with a guest– skills and competences
— How to make a good first impression with a guest
- To see your service through your guests’ eyes
— Handling emotionally difficult situations
— Cross sales as a sign of exceptional customer experience
— Guest intentions and staff intentions – why misunderstanding happen
— Different types of complaints
— When guest complaints are good news
— Aikido tehnique in customer complaints
— How to handle difficult situations – SPIO technique
