Customer Service
• Tiger
• Exceptional Guest Service
• Service Recovery & Beyond
• Perfect Service Sumlation
Supervisory Skills
• Boss-Basic Of Supervisory Skills
Training Skills
• Training For Results
• Train The Trainer
• Effective Coaching Skills
People Skills
• People Skills Seminar
Telephone Skills
• Telephone Skills
Front Office Training
• Front Office Upselling
• Going The Extra Mile
F & B Training
• F & B Suggestive Selling


 Consultancy
Others


 


GOING THE EXTRA MILE
- Service Skills For Front Office Employees

In today's highly competitive industry, the willingness to go the extra mile is what marks an organisation above the rest.

Objectives
 At the end of this workshop, participants should be able to perform the following tasks with an extra measure of quality guest service:
• Using guest interaction techniques
• Taking reservations
• Preparing for guest arrivals
• Checking in guests
• Providing guest service
• Checking out guests

Course Outline
 1 ----- Effective Interaction Techniques: The Key to Going the Extra Mile
 2 ----- Going the Extra Mile When Taking Reservations
 3 ----- Going the Extra Mile Before Guests Arrive
 4 ----- Going the Extra Mile When Guests Check-in
 5 ----- Going the Extra Mile When Providing Guest Service
 6 ----- Going the Extra Mile When Guests Check-out
 7 ----- Going the Extra Mile Employee Action Plan

Format
A 2-day workshop, taught in groups of 16.

Target Audience
This workshop is for experienced Front Office employees who have completed the property's orientation and basic training.

Methodology
Role-play, case study, discussion, video presentation and lecture.