Bob Brown asks the question: "Does your valet, door, bell, front desk and concierge and PBX team create an extraordinary experience?"

System Tool & Training for the Welcoming Arm of Your Hotel

The first ten minutes of a guest’s check-in experience determines guest loyalty or defection. Does your valet, door, bell, front desk and concierge and PBX team create an extraordinary experience? Or is your staff just performing tasks?

Part 1: Assessment

First hand observation, conducting interviews and reviewing current state performance measurements sets the stage for building tools and delivering training for a service excellence culture.

We will:

• Observe Present Practices
• Identify Performance Detractors
• Identify Complaints and Compliments
• Review Service Measurements 

Part 2: Manager’s Tools and Systems Writing Workshop

A solid foundation of product knowledge and service and sales practices is essential to create a culture of service and sales excellence.

Both your front line and managers need to be on the same sheet of music - share a common language and possess the tools and systems that create service excellence.

We will:

• Create Custom Game Plans: Valet, Door, Bell, Front Office, PBX and Concierge
• Write Sales Dialogue for all Services: Billable and Non-Billable
• Establish Pre-Shift Guidelines

Part 3: Service Excellence for Lifetime Loyalty

In a world where only superior service ensures loyalty are you and your staff armed with the tools, knowledge and service pizzazz to attract, retain customers for life? Or - are you paying the price of mediocre service?

Participants will learn :

• The Six Building Blocks of a Service Star
• The Art of Respectful Phrasing
• The Six Steps of Handling Customer Complaints
• The Empathy Tool Box
• Service Dazzlers 

Part 4: Presentation and Coaching for Star Performance

Every manager - every supervisor knows the importance of great presentations - they make their message come alive, enhance learning and boost morale.

And - every manager also knows the impact of effective coaching - how it “turns talent into performance,” builds guest and employee loyalty, and brings dollars to the bottom line. Yet - these two competencies are two of the most intriguing and difficult to master

Participants will learn:

• The Ten Ingredients of a Dynamite Presentation
• The Six Steps of Running a Magnificent Pre-Shift
• Casting for Star Performance
• The Six Coaching Strategies for Star Performance
• The Art of the Coaching Conversation