Course Description
Guests place value on how they are treated. A guest will place a judgment on the brand value of a business from the initial contact- via phone call, email or face-toface, to the point of purchase or rejection. It is therefore vital that businesses understand that the margin between making a sale and losing a guest is very small.
An investment in improving guest service would therefore, improve the perception of their products/ services and subsequently, lead to the growth of the business and positively impact their bottom line.
Employees may benefit from:
- Improved employee self-confidence and morale
- Improved skill and overall capability to enhance efficiency
- Improved professionalism in the workplace.
- Feeling of adding value to the business and career development.
- Problem-solving skills
- Creating a positive relationship with the guests
Businesses may benefit from:
- Increased guest satisfaction and loyalty
- Improved internal operations through effective communication
- Improved professionalism in the workplace.
- Increased revenue
- Decreased operational costs
- Marketing platform due to improved guest feedback and recommendations
Program Objectives
By the end of these sessions, participants will:
- Recognize what 'guest service excellence' really means - to you and your
guests
- Understand and shape the role of each employee in the guest value chain
- Identify 'best practice' in managing different guest situations, including
complaints
- Integrate all aspects of your organization to manage and exceed guest
expectations
- Measure and assess how well guest service standards and objectives are being achieved
- Develop a guest excellence mind-set
- Find creative methods to enhance the guest experiences
Program Methodology
By the end of these sessions, participants will:
- Interactive sessions (Blended Learning Approach)
- Case studies
- Identify 'best practice' in managing different guest situations, including
complaints
- Problem-solving exercises
- Group Discussions