From Good To Great: Customer Service Mastery for Hotel Food & Beverage Teams

Pengenalan Kursus

Customer Service Training Mastery for Hotel Food & Beverage Teams

This comprehensive training module, “Customer Service Training Mastery for Hotel Food & Beverage Teams” is designed to empower hotel food service workers with the skills and knowledge needed to deliver outstanding customer service.

By focusing on key customer service principles, this course will help participants understand the critical role they play in shaping the customer experience and, ultimately, the success of the business.

Customer service is at the heart of any successful hotel food and beverage operation. Exceptional service can lead to positive reviews, repeat business, and a strong brand reputation, while poor service can result in dissatisfied customers, negative reviews, and a damaged brand image.

This training module aims to instill a deep understanding of how to meet and exceed customer expectations, ensuring every guest leaves with a memorable and positive experience.

Customer Service Training Benefits to the Company:

Enhanced Customer Satisfaction: Employees trained in customer service excellence will be able to exceed customer expectations, leading to higher satisfaction and repeat business.

Increased Employee Confidence and Professionalism: Training will instill confidence in employees, allowing them to handle service challenges effectively and maintain a professional demeanor.

Improved Communication Skills: Staff will learn effective communication techniques to handle service issues and provide feedback through proper channels.

Higher Service Standards: The training will help set and maintain high service standards, ensuring consistent delivery of quality service across the board.

Organizational Growth: By improving customer service, the organization can expect increased customer loyalty, positive reviews, and ultimately, business growth.

Tempoh Latihan

1 Day

Bahasa Digunakan

English & Bahasa Malaysia

Pilihan Latihan

Public & In-House

Kandungan Kursus

Module 1: Introduction to Customer Service Excellence

  • Importance of Customer Service in Food & Beverage Operations
  • Setting Personal and Organizational Service Goals

Module 2: Understanding Customer Needs

  • Identifying and Addressing Customer Expectations
  • Techniques for Personalizing Customer Service

Module 3: Communication Skills

  • Effective Verbal and Non-Verbal Communication
  • Active Listening and Empathy
  • Handling Service Challenges and Complaints

Module 4: Professionalism in Customer Service

  • Qualities and Characteristics of a Service Professional
  • Demonstrating a Professional Image and Persona

Module 5: Service Standards and Best Practices

  • Establishing and Maintaining High Service Standards
  • Bridging Service Gaps
  • Exceeding Customer Expectations

Module 6: Practical Applications and Role-Playing

  • Real-Life Scenarios and Role-Playing Exercises
  • Providing Feedback and Using Escalation Channels
  • Continuous Improvement in Customer Service

Module 7: Review and Assessment

  • Recap of Key Learnings
  • Participant Assessments and Feedback
  • Action Plans for Implementation

Hasil Pembelajaran

Upon completion of this training, participants will be able to:

1. Identify Customer Needs:
– Recognize and address the various needs and expectations of customers in a hotel food and beverage environment.

2. Enhance Communication Skills:
– Utilize effective verbal and non-verbal communication techniques to handle service challenges and ensure clear, empathetic interactions with guests.

3. Deliver Personalized Service:
– Provide tailored services that align with the organization’s customer policy, enhancing the overall guest experience.

4. Demonstrate Professionalism:
– Exhibit the qualities and characteristics of a service professional, including maintaining a professional image and positive demeanor.

5. Handle Service Issues Proactively:
– Address triggers that might lead to service issues and implement appropriate solutions to prevent and resolve them.

6. Set and Maintain High Service Standards:
– Establish and uphold high service standards to ensure consistent delivery of quality service across the board.

7. Utilize Feedback Mechanisms:
– Provide and escalate feedback through proper channels to continually improve service delivery.

8. Implement Best Practices:
– Apply best practices in customer service to exceed customer expectations and enhance overall satisfaction.

9. Understand the Impact of Customer Experience:
– Recognize how customer service affects the brand’s reputation and implement strategies to create positive customer experiences.

10. Engage in Continuous Improvement:
– Participate in ongoing learning and development to refine customer service skills and adapt to changing customer needs.

These outcomes ensure that participants not only learn the theoretical aspects of customer service but also gain practical skills and insights that they can apply directly to their roles in hotel food and beverage operations.


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Siapa Yang Patut Menghadiri Kursus Ini?

This training program is designed to be interactive and engaging, with a focus on practical applications to ensure that participants can immediately apply what they have learned in their daily operations. By investing in this training, hotels can significantly enhance the quality of their food and beverage services, leading to improved customer satisfaction and business success.

  • Waiters: To enhance their interaction with guests and improve table service.
  • Bartenders: To provide exceptional bar service and engage with customers effectively.
  • Hosts/Hostesses: To manage guest relations and ensure a welcoming environment.
  • Food Service Personnel: To improve overall service delivery and teamwork.
  • Supervisors and Managers: To lead by example and uphold service standards within the team

Penyedia Latihan Berdaftar & Bertauliah


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