Caring for Guests 1 (Basic)

    Target Audience

    The Caring for Guests 1 (basic) course is designed for hotel owners and operational managers of hotels with 20 to 60 rooms, as well as for supervisors who have daily operational responsibilities operational activities.


    Course Objectives
    After attending the course, participants will be able to:
    • Describe the importance of caring for guests.
    • Explain what caring for guests requires from the manager and staff.
    • Apply techniques to better understand guest expectations.
    • Apply techniques to meet and exceed guest expectations.
    • Apply techniques to resolve and learn from guest complaints.
    • Apply techniques for calming upset guests.
    • Transfer skills and techniques to staff with confidence.
    Content
    • Introduction to the workshop
    • Session 1: Caring for guests – The essence of your business
      • Why care for guests?
    • Session 2: How to care for guests
      • The meaning of “caring for guest”
      • Two dimensions of service
      • Understanding guest expectations
    • Session 3: Meeting guest expectations
      • Meeting guest expectations
      • Exceeding guest expectations
      • Steps to ensure consistency in quality of care
      • The focal point in exceeding guest expectations
    • Session 4: Dealing with difficult situations
      • Handling guest complaints
      • Calming angry guests
    • Concluding remarks, action planning and wrap-up
    Course Duration

    1 day (7 hours)


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