• Company Orientation:
    General overview of the history, mission, values and service standards of the company in a playful and engaging way.
  • Service Excellence:
    How to provide consistent levels of high customer service, by emphasising the emotional needs of customers and by providing simple tools and strategies that help employees to turn customers in loyal ambassadors of the brand.
  • Guest Complaints:
    How to deal effectively with dissatisfied customers with a 5 step model and appropriate verbiage and phrases that help to bond with customers.
  • Leadership Skills:
    How to motivate and inspire team members and to provide constructive feedback effectively to employees
  • Upselling:
    How to engage employees on better serving customers by proposing additional products and services that will enhance the customer experience, thanks to specific tools and verbiage.
  • Japanese Guest Needs & Barriers:
    How to better understand the different wants of Japanese customers, especially the specific do’s and don’ts when engaging with people from the Land of the Rising Sun.
  • English & French Hospitality Vocabulary:
    How to understand and communicate with guests in English and French for Housekeeping and F&B employees with key-phrases, role plays, videos, games and other interactive and fun-filled activities.
  • Telephone Etiquette:
    How to create a good first and last impression on the telephone and to take better care of customer needs and solving customer issues over the phone.
  • Creative Customer Engagement:
    How to improve customer loyalty by engaging staff and guests, providing the guests with such an extraordinary level of customer service which will leave them in awe and wanting for more.