Course Name：Service Culture & Hotel Quality Service Delivery
Benefits
At the end of the program, attendees will learn：
- Service culture of International Hotel Company
- Create Positive Attitude during the delivery of Service Culture
- Steps of Service Culture Implementation
- Quality Service Principles & Concepts of hotel service personnel
- Hospitality Service Etiquette
- Tools & methods used in Customer Service
Course Outline：
Service Culture
- SOFITEL
- FOUR SEASONS
- REGENT HOTELS
- WESTIN
Service is the Key to Competition
- What is Quality Service?
- Internal & External Service Process:
- Service is a Continuous Process, a Culture
- Continuous Customer Relationship
Service Principle and Concept
- We distinguish our Company by Quality Service
- Service-Profit Chain Analysis
- What is Service?
- What is Quality Service?
- Who is the Customer?
- Internal & External Service Process
- Service is a Continuous Process, a Culture
- Continuous Customer Relationship
- Quality Service Principles & Concepts
- Quality is defined by customers
- Quality is everyone’s job
- Service Inter-Relationship
- Service Guarantee
- Critical Attributes
- Customer – First
- Efficiency
- Referring
- Teamwork
Service Skill
- How to get Customer Loyalty
- Customer Recognition
- Welcome and Greeting Customer
- Compliments
- Last impression- Farewell to Customer
- Needs Anticipation
- The Poach to Get Customers’ Needs
- Flexibility
- Three Ways to be Flexibility
- Recovery
- Service Sin
- Handling Angry Customers
- Steps of Recovery
- Key Points in Listening
- How to Apologise
- Problem Solving and Follow up
- How to Delight Customer
Five Gap Module Analysis
- How to Anticipate Customer Expectation
- Five Gap Module Analysis
- How to Understanding Customer Needs
- How building Hotel Service Operation Standard
- Service Delivery
Participants: Above Hotel Supervisors
Program Duration / Duration of Training：2 Days
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