Hospitality is more important than ever. It's all about making your guests feel welcome. Guests want to be seen and heard. And that applies for every guest. As individuals each and every guest wants to experience genuine hospitality. And we know that the feeling of being welcome does have direct impact on guest spending and returning! This course of three half days offers you the possibility to achieve a recognized branche certificate issued by SVH.
Your hospitality behaviour is extremely important while working in a hospitality environment. Sometimes people seem to forget or are not aware of it. The good thing is that with some help you can be trained (or coached) in developing your hospitality skills. Training on the principles of hospitality as a team may give a boost to your sales performances or exceeding the expectations guests have of your company. It also means that you and the team are better equipped to handle complaints by a guest. This course gives you an insight on the importance of a making a good first impression, the basic principles of hospitality, your representation, hospitality as a commercial proposition and truly understanding the importance of a guest journey.
Programma
This program is offered on behalf of House of Hospitality by provider Breaking Habits in close cooperation with Balboa coaching, Education by Julien, E-lia, Passion4Guests, VAEKST Hospitality and SVH.
Day 1 Monday 06 January, 13.00-16.30 hrs
Explanation about the exam to obtain the certificate
Hospitality behavior
First impression
Communication (verbal and non-verbal)
Target audiences and expectations
Day 2 Monday 10 February, 13.00-16.30 hrs
The guest journey and guest experience
Entrepeneurial behavior
Day 3 Monday 10 March, 13.00-16.30 hrs
Dealing with Feedback
Handling of complaints
Preparation for exam and certificate
Leerdoel(en)
Individual participants have gained;
- Basic knowledge, insights and experience into the art of hospitality.
- Awareness that hospitality is a personal experience of every guest
- An understanding that my own hospitality behaviour contributes to the hospitality experiences of guests
- Basic skills in guest services (e.g. waitering)
- Basic skills to see a complaint as an opportunity to improve guest services
- An understandig of the concept of a guest journey
- Insights in how to use hospitality behaviour for upselling purposes
Kosten
Costs of this program (with or without extra half day of service techniques)
- Euro 480,- (without extra half day service)
- Euro 625,- (with extra day of service - to be scheduled)
- Euro 130,- Exams and certifying process
- Euro 50,- Location and F&B (subject to changes)
This course will start with a minimum of 8 participants. Maximum number of participant is 12.