Summary

Guest Relationship Sales is a two-day course designed for hotel staff who work in areas of customer contact. This set of modules is designed to run as a two day course or alternatively it can be run as four separate modules over a number of days.

For

Front of house guest contact staff
Intermediate language ability and up
Front office, food and beverage and spa

More Info

Validation

This course is part of the Mise En Place Total Quality Management Training Suite.

The services and products that may be offered are extremely diverse, the only conditions being the operations and policies of the participating property.

After this course, successful participants will be in a position to positively enhance the guest experience by personalising the stay, dealing with issues pro-actively and discreetly maximising sales opportunities at work.

Objectives

Develop an appreciation of the front of house culture necessary to maximise revenue and still provide discreet, professional service.
Explain the concepts required to drive change in a culture of front of house guest relationships.
Provide a simple framework for creating proactive interactions with guests.
Appreciate the importance of understanding what products and services mean to guests.
Supply the communication skills to improve the guest experience in a department and the hotel’s overall results.
Show practical steps and procedures for up-selling, cross-selling and adding-on.

Pricing

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