Working Effectively in Hospitality Service

Face to face duration: 3 days

Course Objectives

This three (3) day course covers the performance outcomes, skills and knowledge required to provide effective hospitality service to customers during live service periods. It requires the ability to integrate a range of individual technical skills while dealing with numerous sales, service or operational tasks simultaneously to meet the needs of multiple and diverse customers. It incorporates preparation, service and end of service tasks. It applies to those frontline service personnel who deal directly with customers on a daily basis and who operate with some level of independence and under limited supervision. They may work within any industry area including accommodation services, food and beverage, gaming operations and housekeeping.

Delivery Strategy

  • The course has been designed by our senior trainers who combine industry experience with academic excellence.
  • Our program design and delivery is based on adult learning principles and experiential learning.
  • The three (3) day face to face delivery course which will give participants the time to understand, practice and apply the concepts of customer service excellence.
  • Each participant receives a workbook containing relevant theories and activities to guide them to achieve the learning outcomes and understand the industry best practices identified.

Learning Outcomes

  1. Identify who your customers are and list ways to interact with them
  2. Understand the need for quality customer service
  3. Identify and follow organizational requirements
  4. Provide quality customer service, using appropriate methods and techniques to meet customer expectations of quality, presentation and timeliness of delivery
  5. Offer information to customers on products and services
  6. Plan and organize tasks from organizational information
  7. Offer information to customers on products and services - the power of product knowledge
  8. Resolve complaints according to individual empowerment and use appropriate communication techniques to deal with conflict

Benefits

  • Deliver better, faster service and increase customer satisfaction
  • Know what customers expect
  • Increase your credibility with customers
  • Add value to your organization
  • Recognize the signals of customer irritation
  • Respond and assist in quickly finding a workable solution to your customer's problem
  • Follow work schedules and work cooperatively as part of the team to maximise efficiency
  • Follow workplace safety and hygiene procedures
  • Complete administration and reporting requirements

Topics

  • Dimensions of quality customer service
  • Types of customers
  • Needs, wants and customer expectations
  • Organizational guidelines and standards
  • Following policies and completing organizational tasks
  • Preparation of the working environment
  • Effective forms and methods of communication
  • Demonstrating cross - departmental corporation
  • Health and safety in the work place
  • Use organisational procedures and technology for operational tasks
  • Identify and anticipate operational problems and take action
  • Service recovery
  • Dealing with customer service feedback effectively
  • Building and maintaining customer loyalty

Program Outline

Day 1

  • Introduction to the service industry
  • The customer experience cycle
  • Dimensions of quality service
  • Types of customers
  • Needs, wants and customers' expectations
  • Why customer satisfaction is based on perceptions
  • Plan and organise tasks from organisational information
  • Develop work schedules considering, roles and responsibilities of the team
  • Prepare work area, equipment and supplies according to organizational procedures

Day 2

  • The communication model
  • Active listening and questioning to facilitate effective two way communication
  • Offer information to customers on products and services
  • Assist customer choices that meet individual needs, special requests
  • "Features tell and benefits sell"
  • Selling techniques: cross,- up- and suggestive selling
  • Follow organisational customer service guidelines
  • Consistency, quality, policies and procedures

Day 3

  • Promote goodwill and trust during service delivery
  • Identify and anticipate operational problems
  • Proactively recognise customer dissatisfaction
  • Enhance strategies of effective complaint handling
  • 7 steps of service recovery
  • Follow work schedules and work cooperatively as part of the team
  • Practice workplace safety and hygiene procedures
  • Use organisational procedures and technology for operational tasks
  • Building customer loyalty

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco