From big city hotels to quaint country inns, and Five Star restaurants to exclusive social or academic clubs, there is no industry where professionalism, graciousness and respect are more on display (or more critical for success) than in the hospitality industry. By definition, in this industry, hospitality comes first. Everything else, including food and beverage, accommodations, health spas, private function rooms and other amenities, comes second.
Hospitality – based organizations must first understand their company mission and standards for customer services, and then how they will ensure that exemplary customer service is first and foremost in the mind of every employee. This new program was developed for the most exclusive private club in the country and is now available to you in customized form. Let us help you define your organization’s unique culture and reach your goals through this exciting new program, “Exemplary Customer Service for the Hospitality Industry”.
Program length: one-half day
Program benefits
- A clear understanding among employees of what “Exceptional Customer Service” means within their organization
- A recognition by each employee of their impact upon the organization’s culture, reputation and success
- Enhanced confidence, morale and pride among employees
- An opportunity for greater sales, customer retention and the attraction of new customers
- More satisfied customers willing to share their positive experiences
Who should attend?
- Executives
- Management
- Supervisors
- Dining room and bar attendants
- All front-of-the-house and back-of-the house staff
- Newly hired employees
What will participants learn?
- How to project a winning attitude
- Professional ethics
- Attire and grooming
- How to make the best first and ongoing impression
- Verbal and nonverbal communication
- Conversation and listening skills
- How to establish rapport and build relationships
- How to make guest feels welcomed and valued
- How to go above and beyond expectations
- How to be a team player
- How to handle challenges with grace and ease
- How to develop a “Personal Action Plan”
