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Certified Guest Service Professional

Presented by NorQuest College

Course topics include five modules: 1) Service Recovery 2) Inclusion, Personalization of Service 3) Personal Commitment to Service 4) Passion, Knowledge, and Bringing out your Personality 5) Real-world examples of how the world’s best guest service and hospitality companies create magic.

Additional topics discussed:

1) Service Recovery and Dealing with Difficult Guests: role play situations, the Disney HEART model for Service Recovery, resolving intoxicated guest issues, assisting guests where a language barrier exists or other communication barrier exists.

2) Courtesy Rules! Better Telephone Skills Now: relate, respect, value, and provide courtesy to your guests through what is often the first ‘touch point’ with your guest. Put a smile into your voice!

3) Enabling Independence, Service for Guests with Disabilities: Do you put your guest or their disability first? Disability etiquette and more with be discussed.

4) TripAdvisor, Reputation Management for Front-Line Staff: Where negative reviews come from, line-level and manager roles in reviewing guest content, how to ask a guest for a review, fraudulent reviews, reviews with threats or blackmailed content within.

Cost includes course materials

Venue:
Clean Energy Technology Centre
5400 22 Ave
Drayton Valley, Alberta T7A 0C5 Canada
Organizer:
Clean Energy Technology Centre
Email:
admin@draytonvalley.ca
Phone:
780 514 2562
Organizer Website:
View Organizer Website
Event Type:
Courses/Workshops