Pompan Hospitality Global, Inc.
All too often operators forget that there is a very big difference between great service and great hospitality. Service is the act of executing a task but hospitality
is an art form. Ensuring that your team is well
versed in delivering hospitality is critical to the
on-going success of every hospitality organization
and will always be necessary.
PHG has training modules to help develop your staff into a team of experienced service professionals. We can help you create a culture of service excellence. Modules include, but are not limited to:
Creating an Environment of Hospitality
In order to successfully service both internal and external customers, successful hospitality companies need to promote a culture of service excellence. This program examines your customer’s expectations of your team and property, and the danger of providing inconsistent service. Topic content will include:
• Importance of Instilling a Culture of Service Excellence
• Today’s Impact of Poor Customer Service
• Evaluating and Delivering on Customer and Guest Expectations
• Communication – Body Language, Tone and Words
• Using Positive Phrasing
• Understanding the Cycle of Service
• Taking the HEAT
• Service Recovery
• Role Plays
Delivering Superior Service
This customer service session takes the “environment of hospitality” one step further. When a property or hospitality organization wants to exceed expectations, it is not about delivering good customer service; it is about anticipating the customers’ needs, providing a “wow” factor, and creating memorable experiences that will keep customers coming back time after time. This class examines hospitality industry standards for customer service, and how to address guest expectations to provide a special touch at every turn.