Emotional Engagement to Deliver an Upscale Guest Experience

How to create a personalized and memorable customer experience

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+50 PunkteEarly Bird pro Anmeldung

Beschreibung

This operational training is distinctive in that it focuses on emotional engagement with guests. Departments that can be included are Housekeeping, Concierge, Bar and/or Lounge, Restaurant, Room Service, Reservations, Front Desk, and Spa. The training day begins with a general session for all departments, and the remainder of the day is divided into time slots for each department. The training is interactive, practice-oriented, and takes place in the hotel’s various spaces—such as guestrooms or the restaurant—in order to work on real-life situations.

“Tailor-made” option

The trainer will arrive incognito the day before the training to conduct a mystery-guest evaluation of the hotel arrival experience, Housekeeping, and one of the hotel’s restaurants or bars. The findings from this mystery visit will provide concrete examples for the training day. In addition, the trainer will be available to Management for a 30-minute debrief to share her observations from the mystery
visit.

Lernziele

The goal of this training is to ensure that all team members understand the expectations of today’s high-end hospitality clientele and to equip them with tools that foster emotional engagement with guests, creating a personalized and memorable experience. The list of departments for the training day is determined according to the property’s needs and priorities. The same session can be repeated several times throughout the day so that all members of a department can participate while maintaining operational continuity. Additional training days can be added to accommodate the operational schedule or to include further departments such as Reservations, Concierge, Room Service, Spa, etc.

Zielgruppen