The Language of World Class Guest Service

  

Length: 2 hrs. or half-day
Number of Participants : 10-35
Materials : soft-copy of participant guides and “World Class Language Posters” provided in advance
Follow-Up Monitoring : No-Charge MVP six month follow up program. Attendee's may contact instructor for topic relevant questions by email or phone for six-months following presentation.

This interactive, informative and engaging two-hour or half-day workshop is specifically designed for hotel/hospitality employees and their managers. It offers them clear guidance and scripts on how to effectively use the Language of World Class Guest Service to drive guest satisfaction and motivate guests on to writing great reviews on Trip Advisor and Yelp, boosting sales and revenues in tough times!

What You'll Learn:

·         What "World Class Service" Really Means to You & Your Property

·         The Critical Role of Sincerity

·         How to replace "Never Say" language with "Always Say" language

·         The 3 Phases of Guest Interaction

·         The 15/5 Rule

·         Script for Front Desk/Check In Process

·         Script for Shuttle Drivers/Bellmen

·         Script for Maintenance/Repair Staff

·         Using HARE to Solve Guest Problems

Course Highlights:

• Transferring Your Own Great Memories of World Class Service to Your Guests.
• How Guests Can Be Very Understanding/Forgiving If You Sincerely Care
• Trip Advisor and Yelp:  their critical impact on your revenues
• No Matter the Type of Property – from economy to luxury – Staff Can Deliver World Class Service