Nội dung khóa học

• Understanding Customer Needs and Expectations: Identifying and anticipating the diverse needs and expectations of guests is essential for tailoring service delivery. Conducting surveys and gathering feedback helps businesses understand what guests value most.

• Service Standards and Best Practices: Establishing clear service standards and best practices equips staff with the tools needed to consistently deliver high-quality service. Training employees on these standards ensures that all interactions reflect the business’s commitment to excellence.

• Handling Complaints and Service Recovery: Effectively managing guest complaints is crucial for maintaining satisfaction. Training staff in service recovery techniques empowers them to resolve issues promptly and turn negative experiences into positive outcomes.

Learning Outcomes:

• Understand the importance of providing excellent customer service in hospitality.

• Develop skills in identifying customer needs and establishing service standards.

• Learn effective complaint-handling and service recovery techniques to enhance guest satisfaction.