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Legendary Customer Experience for Hospitality

Signature Worldwide
Training overview
Corporate / Group Training
1 day
Start dates
Online
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Worldwide
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Course description

Legendary Customer Experience for Hospitality

Today’s hospitality and tourism professionals agree that hiring and retaining the highest caliber of customer service representatives is a top priority to ensuring guest satisfaction. These representatives play a vital role in generating repeat business and boosting service scores, which is why the Legendary Customer Experience for Hospitality training program was created.

Legendary Customer Experience for Hospitality is a fun, unique and empowering training solution. Our two-part training focuses first on giving frontline and support staff the training, motivation and confidence they need to make every guest encounter a positive one.

Through a variety of techniques, including mystery shop calls, staff will learn how to:

  • Help the customer and create immediate and lasting satisfaction
  • Act on customer requests in a service-honoring way
  • Handle challenging situations with winning results

By using Legendary Customer Experience for Hospitality to improve guest impressions from arrival to departure, your employees, your guest and your business will benefit.

Our second phase of training engages supervisors and managers and builds on the service training. The primary focus is on communication, customer relationship management and feedback. Supervisors and managers learn how to:

  • Recognize great behavior
  • Deliver constructive feedback
  • Reinforce training initiatives

Description

Signature will teach your staff our proven “Magic Formula” and nine non-negotiable service skills to help associates more consistently delight your guests. Training focuses on the four concepts of connect, discover, deliver value, and provide a legendary close. With this program, participants learn to impact guest impressions, while increasing repeat business and service scores.

Program Outcomes

  • Increased employee commitment to delivering legendary
    service at every customer touchpoint
  • Greater staff confidence to build rapport with guest during check-in and check-out
  • Consistency in customer service standards/skills
  • Enhanced customer experience resulting in increased customer loyalty
  • Improved ability of the staff to handle guest requests in a way that guarantees guest satisfaction

Who should attend?

  • Reservationists
  • Front Desk Associates
  • Guest Service Representatives
  • Bellmen
  • Concierge
  • Housekeeping Staff
  • Maintenance Staff
  • Food&Beverage Staff
  • Valet Staff
  • Service Supervisors
  • Front Desk Managers
  • General Managers 

Training content

Course Agenda

Introduction  

Welcoming activity and an overview of the session

Legendary Service  

Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed

Power to the People

Tips on providing the customer value. Define the four key concepts of service

Reality Trip

Listen to prerecorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed

Calling the Competition

Make phone calls to competitors and critique the service and sales skills used

Connecting with the Customer

Insuring that the interaction starts in a positive and professional manner

Discovering and Gathering Information

Tips and process for ensuring understanding of prospective customer’s needs

Skill Practice

Practical role plays and other activities to apply the skills

Delivering Value

Identify key behaviors for delivering value during prospective customer interactions and which set your organization apart from the competition

Skill Practice

Practical role plays and other activities to apply the skills

Closing Strategies

Tips on showing appreciation and setting expectations which further customer relationships and create legendary lasting impressions

Skill Practice

Skill Practice Practical role plays and other activities to apply the skills

Next Steps

Opportunities to deliver additional legendary service are introduced. Discuss the components of Signature’s ongoing reinforcement program

Course delivery details

  •  This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
  • Both training options are delivered by a highly experienced Signature Worldwide trainer. 

Costs

Please request more information from Signature Worldwide about dates and pricing.

Why choose Signature Worldwide?

Our 30+ years of experience includes training over 36,000 businesses in 50 countries

98% of our customers would highly recommend Signature Worldwide to others

Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers

About Signature Worldwide

Signature Worldwide

Customer service training that increases sales. Sales training that enhances your customer's experience. Training can and should be fun! Whenever the phone rings, a customer approaches an employee, or an online inquiry is generated, Signature Worldwide helps to improve your...


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Contact info

Signature Worldwide

5555 Parkcenter Circle, Suite 100
43017 Dublin Ohio

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Reviews

Average rating 5

Based on 3 reviews.

Customer Service Representative, Northwest Hotel Corporation
(5)
Very informative lectures that provide tons of information. Allows people to learn to adapt.
Customer Service Representative, Commonwealth Hotels, Inc.
(5)
This is the first class I've ever taken that I was consistently engaged. I didn't get tired or bored.
Guest Service Representative, Zealandia Holding Company
(5)
Very personal experience with great examples of implementation and follow through.
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Training reviews
Course rating
(5.0)
Based on 3 reviews.

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