Guest Service


Guest Service

Guest Service and Front Office employees are the general point of contact to help guests get the information or service they need to make their stay enjoyable. However employees from other departments  will at some point come into contact with a guest whether it’s assisting them with directions, helping them with  their luggage, handling complaints or simply saying “Good Morning”. Some team members do so with great confidence and others maybe too shy which can result in bad customer service.

To build confidence in the team you need to train and support them. Inform them on what and how they should respond to a guest. Ask  your team what is excellent service? Why is it important to make a good impression?

To ensure that your guest are receiving “service excellence” and that they recommend or return to your establishment develop your team with training’s such as giving directions, knowing what and where the facilities are, what activities are available, how to respond to a complaint, how to handle a phone call etc.

Here are some short training’s on guest service standards to use for your daily briefings.

To download these training’s simply subscribe to food and beverage trainer.

 

 

Build your training library with following training’s. The collection of training’s emphasize on guest service standards, product knowledge and effective communication methods. Each powerpoint training comes with a free lesson plan and a variety of activities.

All purchases are safely secured by Paypal. Once your payment has been approved you will receive the training’s instantly.

 

Hotel English Training’s

Guest Service Training

Using the Telephone

Training Duration: 1.5 hrs
Includes: Lesson Plan, PowerPoint (20 slides), Worksheets,
Group Activities, Role Plays.
English Level: Upper Intermediate

By the end of this training session students will learn…

  • The hotel telephone etiquette and standards.
  • Not what not to say on the phone when receiving a call.
  • The correct phone mannerism which is used and recognized Internationally
  • The phonetic alphabet

 

Guest Service Training

 Welcoming Guests and Bidding Farewell

Training Duration: 2 hrs
Includes: Lesson Plan, PowerPoint (21 slides), Mini Quiz,
Group Activities, Role Plays
English Level: Intermediate – Upper Intermediate

By the end of this training session students will learn….

  • How to meet and greet guests professionally
  • How to obtain a guests name and use it during conversations
  • How to chit chat with a guest using appropriate vs. inappropriate topics to talk about.
  • Learn the art of the perfect handshake

 

Guest Service Training

Hotel Activities

Training Duration: 2 hrs
Includes: Lesson Plan, PowerPoint (14 slides), Worksheets,
Flashcards, Group Activities, Role Plays.
English Level: Pre Intermediate

By the end of this training session students will…

  • Be able to identify the different types of activities the guest can enjoy whilst on holidays

 

Guest Service TrainingHotel Facilities

Training Duration: 2 hrs
Includes: Lesson Plan, PowerPoint (14 slides), Worksheets,
Games, Group Activities, Role Plays.
English Level: Intermediate

By the end of this training session students will learn…

  • A variety of hotel facilities and be able to assist guests with enquiries and give directions

 

Guest Service Training

Dealing with Common Room Complaints

Training Duration: 2 hrs
Includes: Lesson Plan, PowerPoint (23 slides), Worksheets,
Flashcards, Group Activities, Role Plays.
English Level: Intermediate

By the end of this training session students will learn…

  • The most common problems and requests related to hotel rooms
  • How to respond to a guest complaint

 

Guest Service Training

Giving Directions

Training Duration: 2 hrs
Includes: Lesson Plan, PowerPoint (17 slides), Worksheets,
Reading a Map, Role Plays.
English Level: Intermediate

By the end of this training session students will…

  • Learn the different expressions used when giving directions.

 

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