Training for Hospitality and Corporate Customer Service Excellence

THE WORLD OF GUEST SERVICE EXCELLENCE

Hospitality and Concierge Training Programs

WHAT: Comprehensive hospitality training programs designed to efficiently, effectively and economically train concierges and front line personnel with practical courses essential to career success.

WHY: To meet the needs and demands for well-trained personnel who understand and can deliver ultimate guest service.

OUR MISSION: We invite you to join us in a united mission..... "To increase the awareness, utilization, profitability, and integrity of those in customer and guest service roles. To showcase Service Excellence through the development and placement of front line personnel and management who represent the highest standards of Guest Service in the hospitality and other industries where customer service makes a difference."

PROGRAMS:

Roberta Nedry, President, Hospitality Excellence, Inc. and Dani, Front Desk and Guest Services, THE HOTEL, Miami South Beach, Florida

"Leading and Managing Service Excellence"
How to create shared service excellence vision and develop an action plan to communicate and mobilize service personnel.

"Concierge by Design"
Developing concierge services for the unique location and clientele.

"Guest Experience Management"
Specific steps to determine, design and deliver the ultimate guest and customer experiences.

"Advanced Development for the Professional Concierge"
Enhanced skills for today's concierge.

"The Profitability Impact of Service Excellence"
How good or bad service impacts the bottom line.

"Enhancing Team Effectiveness"
How to create a team attitude, develop strategies for improvement and develop an action plan.

"Customer Focused Telephone Techniques"
The key characteristics, skills and behaviors essential to service excellence on the phone.

"Complaints or Compliments, Your Choice"
How to evaluate and handle any customer or guest situation, no matter how difficult and turn the complaints into compliments.

"The Service Solution"
Strategies and tactics to design and deliver service excellence standards.

"Lip Service vs. Guest Service"
Action plans that mobilize your team and make the service excellence difference.

Customized Programs
Specific training tailored to any environment and designed with focused service goals and needs.

TO REGISTER and /or FIND OUT MORE:
Contact:roberta at hospitalityexcellence.com