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This seminar is designed for every associate with customer contact. The focus of this highly interactive and participative half-day seminar is to develop empathy for various client groups and identify each group’s expectations of the guest experience. Methods include group exercises and role-plays. It focuses on six modules:
   
  • Identifies why the employee is in a customer service position from a motivational standpoint 
  • Assists the employee in identifying the various customer demographics and the expectations of each group
  • Identifies the role of each department in delivering the guest experience
  • Working with "internal customers," peers and managers
  • Handling difficult customers and customer complaints
  • Outlines the benefits to the employee of giving good customer service
The entire program includes posters that reinforce the key elements of the training to be posted in key employee areas. Ideally, the following seminar compliments this seminar.
Creating a Culture of Customer Service – One Manager at a Time!
This program is designed to assist managers in creating an environment of customer service in their departments and areas. It focuses on giving them the tools to recruit and develop the best and the brightest talent to deliver a quality guest service experience. It will also focus on how to incorporate user generated reviews from the travel review sites, such as Trip Advisor, into their staff coaching and mentoring process. The following are covered:
  • Creative recruiting
  • Interviewing to assess the candidate’s customer service potential
  • Identifying and training for behaviors that deliver the quality customer service experience
  • Metrics to observe and evaluate associate guest service delivery
  • Listening to the user generated content review sites and using them to increase guest satisfaction
  • Mentoring and Coaching
This is a half day program full of participation and exercises that will energize managers and supervisors to ramp up the customer service experience in their areas. It is the perfect complement to the Associates’ seminar Results WOW Customer Service.
Creating a Culture of Customer Service

This consultation is designed for organizations that want to become more "customer centric." It deals with how the processes of the organization send messages to the employees about customer service values in direct and indirect manners. Organizations speak volumes about their customer service values through the content and mode of internal communications, associate behavior that is rewarded, incentive programs, policies regarding the resolution of customer complaints and modeling behavior. The methodology includes the following:

   
  • Defining the current customer service culture and identifying what the principals want the customer service "brand" to be
  • Analysis of internal communications in relation to customer issues
  • Interviews with the key players and line associates
  • Review of awards and incentive programs
  • The depth of "empowerment" given to associates to satisfy customers
  • Observation of the "modeling" behavior exhibited by managers with their associates
Following the initial diagnostic, recommendations are made to assist the organization in adjusting their culture to reinforce their ‘brand’ with current and potential customers and become more ‘customer centric’. Support for these recommendations is offered through ongoing management consulting, coaching and seminars for both associates and managers.
Meet and Exceed Your Customer's Expectations
This seminar is designed for every employee with customer contact and is designed for hotels. The central theme is "love what you do." It focuses on six modules:
   
  • Identifies why the employee is in a customer service position from a motivational standpoint
  • Assists the employee in identifying the various customer demographics and the expectations of each group
  • Identifies the role of each department in delivering the customer experience
  • Working with "internal customers", peers and managers
  • Handling difficult customers and customer plaints
  • Outlines the benefits to the employee of giving good customer service
The goal is to create empathy for the customer and to give the employee basic skills with which to deliver good customer service in their establishment. It includes posters that reinforce the key elements of the training to be posted in key employee areas. Ideally, the following seminar complements this seminar.

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