Achieving Excellence in Guest Service Training
 Guest Service Training:
- Creating and/or lifting the standard to new level of sensitive informed guest service
- An approach that creates an immediate rapport with guests and enables a seamless service
- Personal presentation and deportment
- Etiquette and Manners
- Preparing for the guest’s arrival
- Meeting guests at the airport
- Creating and utilising opportunities within the hotel guest history program
- Assessing the guest history and following through to create a real impression on guests
- Why guests are travelling?
- How they are travelling and with whom?
- Where do our guests come from? Different country information
- Cultural differences and preferences
- Local familiarisation
- Welcoming and addressing the guest
- Understanding and anticipating the guests’ needs
- Creating the right first and lasting impressions to guests.
- Understanding guests’ moods and emotions
- Greeting the guests, shaking hands and making appropriate contact
- Pronouncing the Guest’s Name correctly
- Handling VIP’s and Royalty.
- Greetings for different countries
- Responding effectively to guests needs and requests
- Conversation openers and making conversation
- Ensuring effective communication, correct language and phrases for superior guest service
- How to become good at listening
- Recognising the signs: Body Language, Facial Expression, Verbal Tones, Hidden Body Language
- Entering a guest room or suite
- Approaching guests
- How to remember people’s names
- Correct pronunciation
- The phonetic alphabet
- Telephone manners
- Explaining telephone systems to guests
- Taking guests’ messages
- Business centre facilities
- Requests concerning technology
- The need for a smooth departure. In-room guest check-out
- Quality Awareness to ensure total guest satisfaction
- Effective guest suite/villa inspections for quality
- Accompanying guests to taxis/limousines and hotel restaurants and amenities
- Understanding Luxury and Wealth
- Luxury product knowledge
- Hotel Product Knowledge
- Assisting guests with dinner reservations within the hotel
- Luxury Spa knowledge
- Offering and maintaining a superior standard of service
- Checking guest satisfaction
- Delighting the guests
- Making the guest feel special with innovative ideas to create the ‘wow’ factor
Most Recent Clients
If you would like guest service training for your staff, please
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