Service Excellence Training
Service is the most important driver for the overall satisfaction of your guests – and this includes not only the service in the restaurant but all areas that have contact with the guests, such as reception, entertainment, spa & wellness. Make your team fit for excellent service.
Content of the training
- Expectations of the guests
- Verbal and non-verbal communication: important rules for body language and choice of words
- Small talk: the fine art of guest retention
- Service behaviour and communication
- Service in stressful situations
- Professional handling of complaining guests
- Intercultural competence
Facts Module A
- Three-day training
- Emphasis on practice with theoretical basics
- Final discussion and report discussion and report
Facts Module B
- In addition to module A
- Two-day follow-up within six months
- Refresher and review of the standards introduced
- Further and more in-depth recommendations on the topic of service
References
“We were very pleased with the content of the training and the cooperation with the trainers. The housekeeping team is now highly motivated thanks to the helpful training, which was attended by the entire team. I‘m sure we will benefit from considerable added value gained on the basis of this training – not only appreciated by TUI guests but by all guests. The planning, content and duration of the training have met our expectations.“ Çaglar Bayrakçi, Spice Hotel & Spa
OUR EXPERTS IN THE INTERVIEW ON SERVICE EXCELLENCE TRAINING
What is your experience of TUI training?
Service Excellence Training usually brings together employees from different departments. Working together creates an understanding of the interaction of the processes in different areas, and synergies are created for better cooperation.*
What is the focus of the training?
What does Service Excellence mean in my department? How can I show service readiness without effort even in stressful situations? What is our guests’ point of view? How do I communicate effectively with guests and with my colleagues? What do I do in case of a complaint? How do I behave in difficult situations?*
How can you imagine the practical part of a Service Excellence training?
The participants should be able to apply action models to their work environment. Therefore, practical methods such as group work and role plays are an essential part of a Service Excellence training.
What is the biggest challenge for you?
To constantly adapt to new circumstances and to convey the training content in such a way that it is implemented in a very concrete way in the respective work situation. To motivate the employees so that they enjoy using what they have learned.
What is the greatest added value for the participants and the hotel?
In fact, Service Excellence training often has a great motivational effect. With consistent follow-up by the management, team performance and guest satisfaction increase in the long term.
What was your best experience?
I am always happy when participants tell me that they have learned something new and useful. Sometimes that even goes beyond the work. After a training, a participant once told me: “If I had known so much about communication earlier, I’m sure I could have prevented my divorce from my wife…”