A great service is synonymous with attention by all those who, in every moment and in every department, are in contact with customers, welcome their requests, fulfilling their needs and handle their complaints. Reception capacities are not simply the result of natural talent but a combination of customer insight, service standards and communication techniques, observation, listening and analysis of the other.
What we will talk about?
New desires and new customer needs, The theory of the two motivational factors, The standards of service quality
Elements for a good reception of the customer, The effective management of the relationship with the host, Convey the idea of reliability and gain the trust of the customer, Empathy and proactive service, Elements of verbal and non-verbal
And if something goes wrong? Effectively handle complaints and grievances.
For those who want to participate: owners, managers and all the staff at the hotel
The goal that will help you achieve: to improve the quality of service through excellence in relationships with your guests