Training

Understanding hospitality

The who, what, where, when, why and how of making the hospitality experience amazing for guests. Includes ‘ears, eyes, hands and knees’ training

The first impression

Making guests feel relaxed, as soon as they arrive, with a genuine warm and friendly welcome

Building guest relations

Revealing the right way and time to converse with customers

Team value

Imparting pride and respect for the team and each person’s role in it

Confidence

With a confident team guests are confident they will receive outstanding service

The lasting impression

Treating guests in the right way, taking every opportunity to impress them and ensure they have a great experience

Team briefings

Harnessing the power of knowledge; how to give, how to participate and how to act.

Maintaining and improving standards

The importance of high standards and how to achieve them

Product knowledge

How to retain and use product knowledge to the benefit of the customer and business

Up-selling

Staff gain understanding and confidence in how to up-sell

Problem solving and decision making

Understanding how to handle difficult situations and turning a complaining customer into a loyal customer and advocate

Ensuring return business

Identifying the key customer triggers that engender return visits

Staff retention

Motivated employees that believe in what they are doing will stay with you for longer, this training shows how to achieve it