Besökskraft - Service and hospitality – improve the guest experience in a physical and digital environment

This course aims to introduce, discuss and improve additional sales, customer relations, communication and describing digital solutions aiming to capture the guest's / customer's satisfaction. The participant learns to manage different guests or customers according to their needs and wishes, as well as learns to handle positive and negative feedback, service situations in a proactive and constructive way. Sales in general is an important part of the course, where the participant learns to handle sales based on the respective participants’-, companies'- and industry's prerequisites.

The online course is carried out during a day. Participants must prepare for the course by watching a recorded material in advance. During the course the participants’ as well as the course leaders’ reflections, discussions and theories are alternated in a most discoverable manner. Exercises are compounded with exchange of experience on each topic of the block. After the course, a course certificate is obtained.

Innehåll

Block 1: Hospitality

•    Introduction, course curriculum. The participant's expectations and objectives with the course.
•    What does good service and sales mean today and in the future. Current situation & trends.
•    How do we create an optimal guest experience - to see it through the guest's eyes.
•    Storytelling in physical and digital communication.

Block 2: The guest experience

•    Guest service & customer relations – on-site and on-line, similarities and differences.
•    To create profitable guest experience, the path to guest satisfaction and loyalty.
•    Proactivity - to be one step ahead, what does that mean?
•    Difficult conversations – how to deal with irate guests.

Block 3: Sales methodology

•    Buying process and Selling process - how do we match them?
•    Upselling - what is it - actually?
•    To sell in an efficient and engaging way - both on-site and on-line.
•    Salesforce methodology - our toolbox for good business.

Block 4: Block 4: My personal service and hospitality

•    Summary of the course.
•    Each participant prepares a simplified form of an action plan for improving and implementing customer
     service and sales techniques, solutions and methods.
•    The action plan is based on reflection on one's own experience well-established during the course.
•    Presentation of the action plan enriched by feedback from other course participants and the course
      management.
•    Conclusions.

For more information on how we handle your personal information please visit Besökskraft - Kompetensutveckling för besöksnäringen (regionvastmanland.se) and see the tab ”Jag skall gå en utbildning”

If you have any questions please email us at: besökskraft@ya.se

The course is aimed at those who already work with hospitality and sales or have an experience within a field.

Diploma