Converting first time guests into return customers
How to use communication techniques effectively
This course is specially designed for Front Office Staff, Guest Relation Managers, and Reservation Clerks. It is a “don’t miss opportunity”-training to learn how you get to know guest needs and expectations better. We look at why some guests are not like others and how participants can build up guest relationships and loyalty by paying attention to detail and creating positive moments right from the first inquiry.
Contents
- Introduction of different guest personas
- Body language (mimic and gestures)
- The meaning of “value for money”
- How to turn a first time visitor into a loyal returning guest
- Communication skills and techniques
- Understanding guest needs and expectations
- Do’s and Don’t’s of guest relations
- Reading the guest’s mind, verbal and non-verbal communication
Target Audience
General Manager, Directors Sales & Marketing, Revenue-Managers, Reservations & Front Office Staff
Duration
1 Day
Max. Number of Participants
10
Difficulty
Trainer
