Customer Service Training in the Hospitality
industry
The class is filled in with inspirational real-life experiences,
brainstorming, quizzes, videos, role play and unique storytelling for an unforgettable
learning experience.
Enhancing these 4 sections that are based on customer-centric culture, by upscaling hosts’ professionalism, be open-minded on a paradigm shift, and understand your guests better by mastering economy experience. You will be learning how to relate to ancient and modern hospitality in delivering quality service. Then, you will be introduced to modern quality methodologies in delivering quality service. Finally, induced with great memorable guest experience, from real-life examples, resulting in gaining more loyal customers, repeated business and transformation to the moment of truth for both hosts and the guests.
Mr.
Al Jabri
based in the UAE for more than 20 years, lead a diverse range of organizations (Oil and Gas, hospitality - F&B, Metal Industry,
Government and private sectors) and successfully accelerated
process
improvement initiatives from startups, small businesses to multinational
corporations focus on a variety of services and industrial settings.
Titled: TOGETHER TOWARDS QUALITY SERVICE (TTQS)
Is all
about empowering the roles of hospitality professionals and for the first time
ever, by learning and mastering 4 main elements of TTQS Model, namely, host,
guest, product and quality service.
Why TTQS customer service class?
Together Towards Quality Service class is an important customer service
training in the hospitality industry that is not only teaching how to
deliver quality service, but is equally important, is about empowering the
roles of hospitality professionals like yourself, by learning the main 4
Sections of TTQS Model, namely;
HOSTS
QUALITY-SERVICE
PRODUCTS, all focusing on GUESTS.
Enhancing these 4 sections that are based on customer-centric culture, by upscaling hosts’ professionalism, be open-minded on a paradigm shift, and understand your guests better by mastering economy experience. You will be learning how to relate to ancient and modern hospitality in delivering quality service. Then, you will be introduced to modern quality methodologies in delivering quality service. Finally, induced with great memorable guest experience, from real-life examples, resulting in gaining more loyal customers, repeated business and transformation to the moment of truth for both hosts and the guests.
Benefit for organization and delegates:
ü 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, a happier & more
productive workplace.
ü
A more productive and customer-focused
workforce. Leads to increases customer satisfaction.
ü
Learn how to elevate the level of hospitality
& deliver a consistent superior quality service.
ü
Enhancement confidence and knowledge.
ü
Transform skills & be part of a customer-centric
culture.
ü
Enrichment in self-confidence in dealing with
team member and guests.
ü
Increases number of repeated guests, revenue
and business bottom line!
Learning Objectives:
At
the conclusion of the TTQS training, delegates should be able to:
ü Demonstrate in-depth knowledge about the ancient
hospitality culture and how can be related to modern hospitality.
ü
Distinguish between hospitality and
service in delivering quality service.
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 professionalism & a positive teamwork environment.
ü
Explain the
essential elements of effective business etiquette that contribute to a guest’s
experience.
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 Describe how the economy experience is related
to the guest experience and you can contribute to exceeding expectations.
ü
Outline efficiently
& successfully on how to resolve queries, supply relevant information &
conclude every interaction on a positive note.
ü
Identify “moment of truth” opportunities, be able to easily connecting from
heart-to-heart, from one human being to another.
Duration
ü
3 days, 5hrs on
each day with 15 mins break.
Workshop Delivery Format
ü
The
TTQS training can be delivered at the client's site or at our training centre
in Dubai, UAE
ü
Workshop set up
of a minimum of 15 delegates & maximum up-to 25 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
projector to display presentation slides and course training materials.
Who should attend?
ü TTQS training is suitable and beneficial to a wide range of individuals
working or study in the hospitality industry. Who is
this training for?
ü
This customer
service is primarily designed for the front of house staff from both hotels and
F&B, from all levels, restaurant/bar staff and event staff. If you’re a
manager or supervisor, this training is also beneficial for you. You will be
able to ensure all staff, including yourself, are consistently providing
exceptional customer service.
Workshop Methodology:
ü A combination of facilitator presentation,
lectures with impact shared with video clips, real-life experiences and
storytelling.
ü Encourages delegate’s participation through
group brainstorming activities & role-plays to reinforce skill gained.
ü Facilitated by a skilled & energetic trainer
who is totally committed to delegate growth.
Certifications:
KHDA (Knowledge and
Human Development Authority in Dubai, UAE) certified.
Offered by: Svarna Training Institute, Dubai.
Your Certified Trainer and Facilitator:
CMQ/OE–Certified
Manager on Quality Management / Organization Excellence completed Leadership
Master class - HEC Paris and hospitality management diploma. Certified Train the Trainer, KHDA attested
(Knowledge & Human Development Authority Dubai).
Creator
of TTQS model (Together Towards Quality Service in hospitality industry #TTQSModel),
Owner of Hospitality Deep Dive #hospitalitydd
and Mind Encoded to Success #Me2Success platforms. Facilitated TTQS a customer service
training at major hotels in East Africa, Tanzania and in the UAE.
During
the past years he stayed in more than 150 hotels, dine in more than 50
restaurants visited more than 32 cities around the world. Senior
Tripadvisor.com contributor with 34 progress badges, Genius Frequent traveller
with Booking.com. Author
of published Amazon books titled:
Gangnam Inspiration - motivational book, and Dubai 2050, City of Gold
Survivors, fiction
story series, available in Kinder. Ex-Marathon runner.
Welcome to Dubai.
What you are waiting for? Ask for a quote, book for your team or yourself today and start to deliver a great
memorable experience for your guests.
Svarna Training Institute
Svarna Training Institute
Al Khaleej Center # 310, 3rd Floor, Next to Al Fahidi Metro, Exit 2, Bur Dubai. UAE
T: +971 4 396 9296, M: +971 54 5458998
T: +971 4 396 9296, M: +971 54 5458998
Facilitator email: svarnatraininghassanjb at gmail.com
WhatsApp Number +971 54 54 58 998
www.svarnainstitute.com
THREE DAYS CLASS OVERVIEW:
WhatsApp Number +971 54 54 58 998
www.svarnainstitute.com
THREE DAYS CLASS OVERVIEW:
DAY 1:
Module One. 5 hours including 15 mins break
CHAPTER ONE.
·
Introduction: TTQS
·
Benefits & Learning Objectives
·
The TTQS Model
CHAPTER TWO:
·
The Origin & Ancient hospitality
·
The word “hospitality”.
·
Origin & Meaning.
·
Middle Eastern ancient hospitality
CHAPTER THREE:
·
Service & Hospitality
·
Definitions: Service & Hospitality
CHAPTER FOUR:
·
Know your guests/customers.
·
Introduction: Know your guests to exceed
expectations
·
Types of guests, traits and needs
Day 2: Module two. 5hrs including 15 mins break
CHAPTER Five.
·
Four E’s of Experience Economy
·
Objectives, overview & introduction of
services experience
·
Four Realms of Experiences
CHAPTER Six:
·
Exceeding guest’s expectations
·
Introduction & the triple P’s
CHAPTER Seven:
·
Professionalism in the hospitality industry
·
Introduction: What is professionalism?
·
Professional Attributes, dimensions &
characteristics
CHAPTER Eight:
·
The Paradigm shift – “Aha” moment
·
Introduction: Person’s and social paradigms
·
The Power of Paradigm Shift
Day 3: Module Three.5hrs including 15mins break
CHAPTER Nine.
·
Quality Service
·
The SERVQUAL Model
·
5 dimensions (RATER)
CHAPTER Ten:
·
Handling Complains
·
Use of L.U.A. to resolve disputes
CHAPTER Eleven:
·
Great memorable Guest Experience
·
Introduction, guest experience equation and
service culture
·
Examples of Real-life Experiences in creating
GMGE
CHAPTER Twelve:
·
Moment of Truth
·
Moment of truth in the workplace and in
customer service
APPENDIX: References & further readings
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