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

• Island Shangri-la Hong Kong
• The Langham Xintiandi, Shanghai, China
• The Langham Hong Hong
• Ritz Carlton Kuala Lumpur, Malaysia
• Valley Wing, Shangri-La Hotel Singapore
• Grand Hyatt Hotel Hong Kong
• Ritz Carlton Hotel Millennia Singapore
• Ritz Carlton Hotel Resort and Spa, Sanya, Hainan Island
• Shangri la Villingili, Maldives
• Maya Ubud, Ubud Bali
• Banyan Tree Resort, Bintan Island
• Four Seasons Estates, Jimbaran Bay, Bali

• Maxims Exclusive Club, Genting Highlands Casino, Malaysia

 

 

If you would like guest service training for your staff, please contact Magnums Butlers.