Caring for Guests 2 (Advanced)

    Target Audience

    The Caring for Guests 2 (advanced) is a course designed for hotel owners, general managers, and department heads of hotels with 20 to 60 rooms, as well as supervisors involved with daily operational activities related to guests.


    Course Objectives
    From the above background and assumptions, this course aims to provide participants with knowledge and skills to help them implement and improve their customer service. Upon completion of this course, it is expected that participants will be better able to:
    • Explain the three key components of customer service: perception-procedures-people.
    • Develop a sample mission statement that can later be adapted to their business.
    • Explain the guest cycle as relevant to their service.
    • Identify moments of truth arising from the guest cycle.
    • Explain how to establish standard operating procedures for their business to maintain consistency in guest service.
    • Use tips provided to establish procedures to hire and train staff for consistent quality in Guest Service.
    Content
    • Introduction to the workshop
    • Session 1: Why is this course important to hotel owners and managers?
      • Consistency in guest service
      • Core components of guest service
    • Session 2: Achieve consistency in guest service – The perception component
      • Guest perception
      • Guest information
      • Staff and management perception
      • Mission statement
    • Session 3: Achieve consistency in guest service – The procedure component
      • Consistency
      • Moments of truth
      • The guest cycle
    • Session 4: Achieve consistency in guest service – The people component
      • Roles of the owner/manager in guest service
      • Roles of the hotel staff
      • Hiring the right person for guest service
      • Training and motivating staff
    • Concluding remarks, action planning and wrap-up
    Course Duration

    1 day (7 hours)


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