Overview

Hospitality is a defining factor in the success of millions of businesses as it’s all about the relationship between that business and its customers. Great hospitality is about catering to your customer’s needs and making them feel special.

Whether it’s a hotel, restaurant, cafe, or any other type of hospitality business, the people that interact with clients are the ‘face’ of the business and it’s important that each and every contact with a customer leaves a positive impression. This means being both effective at the role they have been hired to perform, while keeping the needs of the customer uppermost in the mind.

One thing that separates successful hospitality businesses from their less-successful counterparts is that they go the extra mile for their customers – they exceed their expectations. It’s often the little details that customers remember and make a business stand out from its competitors.

Outline Learning Objectives:

• Understand the importance of great hospitality to any business
• Explore the different types of beverages customers may request
• Identify the importance of ‘drinking responsibly’
• Establish the requirements of age verification and how to implement it
• Examine types of foods, allergies, intolerances, and dietary choices
• Review case studies to implement the skills learnt
• Learn the importance of ‘upselling’
• Establish how to ensure a positive customer experience
• Know how to deal with customer complaints and turn them into a positive factor

Audience:

There are obviously many different roles within the hospitality industry and many of these would benefit from the spotlight this course shines on being both effective at work and customer focused.