Hospitality Industry
The Public Image 5 Star Customer Care Programme for the Hospitality Industry
‘Social Skills in Business are vital because People buy from People’
This programme includes:
Your Public Image:
- Providing Top Quality Service
- Essential Etiquette
- Building the right image using posture and grooming
- Converting customers into ambassadors
- Creating a positive impression through attention to detail
- English pronunciation
- The importance of working as a team
- Managing difficult guests and customers
- Handling staff conflict
Crucial Communication Skills:
- Eye contact
- The use of the voice
- The use of language
- Conversation & listening skills
- Building rapport
- Communicating with other departments
- Reading body language
- Putting yourself in the customers’ shoes
- Anticipating guests’ intentions
- Starting and ending conversations with guests
- How to gain information without being intrusive
- Dealing with several guests at once
- How to end a conversation politely
- How to move into a group respectfully to attract someone’s attention
- The correct etiquette when greeting & registering guests
- The correct etiquette when speaking to guests using their appropriate title & name
- How to assist guests stepping in and out of cars
- How to assist guests’ luggage to and from their rooms
- How to “up-sell’ rooms
Grooming:
- Deportment
- Dress – cleanliness, appropriateness, smartness
- Company culture
- Shirts/blouses
- Skirts/trousers
- Socks & shoes
- Jewellery/belts etc
- Hair & make-up
- General grooming
- Personal hygiene
Customer Diplomacy:
- The correct etiquette when assisting guests to choose from the menu
- Never share personal views to guests
- How to share information about guests needs or complaints
- How to become resourceful and acquire networking skills
- How to assist guests in the best up-to-date tourist information and recommendations both within and outside the hotels’ area
- How to remember guests and their names
- How to remember guests’ likes & dislikes
- The significance of picking up phones within the hotel’s specific time frame (e.g. within three rings)
- How to redirect a call
- Taking accurate messages
- The importance of logging messages & wake-up calls
- Subjects to be avoided
- Conflict management
- The importance of a smile!
Many of these modules will involve role play and be recorded, played back & analysed in order for participants to learn from their own behaviour.
Important factors to consider:
Re-visit and/or devise Hotels’ existing Mission Statement.
Explore existing hotels’ culture on staffs’ perceptions of Five Star Service