Service Excellence Workshop
Learning Objectives

‘Come as guest, leave as a friend’, is our Core Behaviour. It runs in our blood. The challenge now, with the high turnover, becomes how to transfer this savoir- être (know-how) and savoir- faire to the Generation Z and new team members joining your resort? Today, each service encounter matters. It is the moment of truth for the GTH triad, Guest/ Team member/ Hotel, as technology makes those moments of truth accessible to the whole world, and most importantly to the prospective guests. This service excellence workshop adopts a systemic approach while focusing on the reviving the basics of the art of hospitality in the 2020’s, i.e., blending technology with the know-how of True Service, by True People creating True Experiences in our True Places.

Duration 8
hour(s)
  • Study Mode Part-Time
  • Seats 15-20 per batch
  • Language English, French, Creol
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    • Learning Overview

    • Service excellence redefined in 2020’s (Facts, Metrics and Statistics)
    • Team assessment of emotional intelligence with regards to service
    • Assess knowledge of the established service standards
    • Use DISC analogy to identify guest profiles and empathetically engage with them
    • Customise Service as per Guest profile expectations and practise through scenarios/ role plays
    • Spot and address quick fix loopholes in the service pattern
    • Work as a team to deliver the CHRG promise to the guest – Service Excellence!
    • Take aways specific to roles:
      Managers: promoting smart service experience to guests though balancing technology and human touch
      Front Liners: master EI to better serve the guest
      Heart of House: proactively support FoH for service excellence

    Intended Audience

    • HODs, Managers & Supervisors leading Service Excellence
    • Front liners delivering service excellence
    • Heart of House supporting service excellence

    Pricing & DetailsMethodology: We will use a combination of presentation, discussion, practice, assessment and audit


    Structure: 2 full days is as follows:

     

    Day 1:

    Morning: Aligning expectations - Test Knowledge – Self assessment – Spot the Guest Profile
    Afternoon: Practise in the operations (trainer present in the departments)

     

    Day 2:

    Morning: Feedback / Address loopholes / Upgrade service
    Afternoon: Audit (trainer present in the departments)

     

    Pricing: Contact us for course fees.

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