First Impressions Last…

The Front Desk is your front line for guest services and your people should be warm and welcoming. No-one wants to be met by a sullen expression and the words, “How can I help you”, spoken in a tone that communicates the person wants to be anywhere, but there with you.

Besides learning how to deliver exceptional customer service, delegates will also gain valuable skills for reducing stress while they deal with even the most demanding customers.

At the program’s conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry.

Who Should Attend?
All Front Line Staff.

No Second Chances.

“You never have a second chance to make a first impression.” These words are especially true for hotels, restaurants and other types of Hospitality Properties. It is the attitude of your Front Desk personnel that set up the entire guest experience. When handled well, guests feel welcomed and happy about checking in. When handled poorly, they feel unhappy and neglected.

Program Highlights

A. Where Customer Excellence Starts

  • Internal versus external customers
  • Image and Grooming
  • Knowing my company
  • Why customer care is important
  • Meeting and exceeding customer expectations
  • The Communication Jungle: Understanding Different Communication Styles

C. Excellent Telephone Skills

  • Call response time
  • Putting callers on hold
  • Transfer of calls
  • Dealing with visitors
  • Taking Messages

B. Ambassadors for your Company

  • Welcoming people to your business
  • Directing client traffic
  • Ethics and Discretion
  • Proper Etiquette

D. Handling Difficult People and Situations

  • Empathy
  • How to deal with ANGER and CONFLICT
  • Calming difficult customers
  • Handling Complaints

E. Plans for Tomorrow

  1. Putting it All Together
  2. Action Plan
You Will Receive
  • Over 8 hours of lively, interactive Training
  • A comprehensive Workbook
  • A Hot Line to The Peer Group for 6 weeks
  • Free Coaching and Advice
  • A Certificate for your CV

Our training is based on creating an environment where the learner is the most important person. The trainer is there to guide and facilitate. Within our programs, participants become engaged in an experience that mirrors the pressures and challenges faced in a real-world situation. Personalized Certificates are issued to each delegate on completion of the program.

Do you need more information OR want to get started?
Enquire Now