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Customer focused Service Delivery at the Front Desk
 

The application of customer focused service delivery at the Reception


This training is for Customer Service Agents working at the Reception Desk.


Seminar Goals


The participants will identify the impact they have on customer perception and how it contributes to strengthening customer loyalty with their hotel. They will explore methods to ensure that the customer receives a positive impression from the first point of contact. The seminar focuses on the key factors that contribute to customer-oriented service delivery during Check-In, contacts via the telephone and at Check-Out, ensuring that all members of the reception team play their role in developing the customers bond with the hotel.
Duration: 1 Day

Seminar Topics

  • Defining the role of the Customer Service Agent
  • Effective techniques when offering assistance
  • The functions of the reception from a customer’s perspective
  • The internal role of the reception within the hotel
  • Asking the right questions to ensure we deliver optimal customer service
  • Handling difficult situations professionally with customer
  • Walk-In
  • Early Check-In
  • Late Checkout
  • The Customer -oriented Checkout
  • Handling difficult Check-Out situations
  • Handling complaints on departure
  • Handling customer requests for rebates
  • Using positive communication techniques with the customer
  • Practical examples and group exercises
 

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