MANAGING GUEST RELATIONS IN HOTELS AND

SUCCESSFUL UPSELLING

DURATION

2 days

(11 topics of relevant content 

with top lecturers)

FORMAT

online education

(preparation before the module through analyzes

cases and text)

LANGUAGE

English language

(some lecturers will teach

live from London)

This training program is designed for employees working in the hospitality industry. Firstly, participants will be introduced to the concepts of guest relations and management of guest complaints. Secondly, participants will learn techniques for successful upselling in hotels. Finally, participants will learn what constitutes exceptional customer service taught by lecturers with rich experience in hotels such as the ritz-carlton, the savoy, corinthia london, firmdale hotels, sanderson, grosvenor house and many more.

By the end of the training, participants will have:

 

The Skills to create customer satisfaction;

The Skills to gather information, even in a tense situation, in order to deal with the problem;

Practiced defusing customer anger and build rapport;

Enhanced Communication skills;

Practiced maintaining a professionalism under pressure;

Reviewed ways to provide a solution;

Reviewed ways of monitoring and analyzing complaint levels and identify remedial action;

The Skills to effectively use upsell onsite techniques;

Produced a plan for hotel operations improvement.

INFORMATION AND PRICE

 

For more information on the date of maintenance as well as the price, contact us sara.oreski@zsemakademija.hr