A Customer Service Master Class in Hospitality
industry
Developing a Customer-Centric
Team:
TOGETHER
TOWARDS QUALITY SERVICE (TTQS)
TTQS customer service training is all about empowering
the roles of hospitality professionals by learning the main 3 Sections of TTQS
Model, namely, host, product and quality service. Filled in with
inspirational real-life experiences, lectures, brainstorming, quizzes,
methodologies, techniques and unique storytelling for an unforgettable learning
experience.
Benefit for organization and delegates:
Learn from handpicked researched
hospitality knowledge out of millions available. Gain more relevant experiences
from the workshop shared real-life experiences. Instil a sense of ownership and
accountability.
ü
Enrichment in self-confidence in dealing with team member and
guests.
ü
Contributes to better-off & more productive workplace.
ü
A more productive and customer-focused workforce.
ü
Learn how to elevate the level of hospitality & deliver a
consistently superior service.
ü
Use as part of learning & development plan, best learning
tool for both as a motivational & induction tool.
Learning Objectives:
At the conclusion of the session, delegates should
be able to:
ü
Demonstrate in-depth knowledge
about the ancient hospitality culture and how can be related to modern
hospitality.
ü
Increases skill levels and
professionalism, including performance abilities in all major hospitality soft
skills - Problem Solving, Empathy, Teamwork, Strategy & Innovation, and
Stress & Time Management.
ü
Identify the importance of a positive teamwork environment.
ü
Explain how to achieve guest/client “moment of truth” as
part of a team member.
ü
Describe how to elevate the
level of quality service by using modern quality methodologies.
ü
Outline efficiently & successfully on how to resolve
queries.
ü
Explain the essential
elements of an effective business etiquette result in unforgettable guest
experience.
Duration
ü 2 days, 5hrs on each day with 15 mins
break.
Workshop Delivery
Format
ü The
TTQS Master Class workshop can be delivered at the client's site or at our
training centre
ü Workshop set up of minimum 10
delegates & maximum up-to 20 for maximum attention.
ü Catching a higher level of attention
for all delegates learning abilities by using: Visual, Auditory and Kinetic
(VAK) learning techniques.
ü Use of the projector to display workshop
slides
Who should attend?
ü TTQS
Master Class workshop is suitable and beneficial to a wide range of individuals
working or study in the hospitality industry.
Workshop Methodology:
ü A combination of facilitator presentation, lectures with impact
shared with video clips, real-life experiences and storytelling.
ü Encourages delegates’ participation through group brainstorming
activities to reinforce skill gained.
ü Facilitated by a skilled & energetic trainer who is totally
committed to delegate growth.
ü Welcome & Introduction
ü Professionalism in Hospitality
ü Paradigms Shift – The “Aha” moment
ü
Moment of Truth
ü
Customer-Centric Culture Team
PRODUCTS:
ü Ancient hospitality
ü Modern hospitality
ü Hospitality Vs Service
QUALITY-SERVICE:
ü Service Quality
ü Exceed Guest Expectations – RATER
ü Exceed Guest Expectations – Triple P’s
ü Handling complaints
GUESTS
ü The 4’s of the experience economy
ü Know your Guests
ü Memorable Experience
Available in the UAE and GCC at client premises by invitation. Interested? Fill in the form from our home page. Thank you. Click here
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