Overview

This module explores The Art of Communication and invites you, through a range of interactive activities using hotel based scenarios, to consider your negative and positive responses, develops the concept of the behaviour cycle and how your behaviour affects customer feelings and reactions. The modules sets the best practice standards for welcoming and saying goodbye to customers, two of the most important procedures in delivering great customer service.

Audience

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. 

Objectives

• Identify how negative behaviour effects customers
• Identify positive responses to use
• State the procedure for the Hospitality Welcome and Goodbye