Teams of 6 and above
This programme is not available to join on an individual basis
Duration
Half Day Programme. Suitable for up to 12 staff members
Overview
Helping your team create unforgettable guest experiences
Suitability
Customer facing staff at all levels, including supervisors and managers.
Returning to a golden age of hospitality
So much thought and effort goes into ensuring that your hotel creates the correct balance of atmosphere and comfort. The furniture is elegantly arranged, the menu perfectly balanced, the staff uniforms thoughtfully chosen, everything looks perfect.
As your guest glides through the door, everything about your hotel creates a sense of calm and excited anticipation. Todays discerning guest wants the ladies and gentlemen who work in your hotel to understand their lifestyle and their needs. You have mastered the surroundings, you have wrapped your guests in a cocoon that is welcoming, elegant and chic. Then the whole illusion is shattered by a front of house employee who says “Hi! Are you ok?”.
The Hotel Finishing School brings the manners, values and standards of the golden age of hospitality and brings them into the 21st century for the modern front of house teams of today.
For luxury hotels
The Hotel Finishing School was born out of the need to create a training course that brought front of house staff in four and five star hotels back to the basics of guest interaction.
For many of the younger staff entering the hotel industry today, social interaction such as making polite conversation, using professional language and creating a confident impression is no longer second nature as it used to be in the past.
On-site at your hotel
In today’s environment of social media, text speak, casual and laid back interaction, the world of the professional and polished four and five-star hotel can be an alien environment.
The Hotel Finishing School takes place on-site at your hotel, the course is fast becoming an incredibly popular addition to many hotels on-going training schedules.
Course Outline
Luxury Without Words
- Arrival experience
- First impressions
- Personal grooming
- Non-verbal communication
The Look of Luxury
- Making polite conversation
- Complaints & Service recovery
- Perfect guest experiences
- Creating wow moments
The Sound of Luxury
- Language of luxury
- International guests
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