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Customer Services Training

These sessions deliver the foundation for quality customer service and focuses on building lifelong Customer Service relationship strategies for customer facing teams across Sectors.

By the end of these sessions, participants will develop skills and understand:

  • The importance of providing excellent customer service and the characteristics of excellent customer service
  • The importance of communication and gain hands on experience in developing key communication skills.
  • Develop an understanding of customers’ need and expectations.
  • Learn to manage/resolve complaints by utilizing good communication skills
  • Demonstrate required knowledge and skills to manage guest interaction in a range of different situations.

These sessions are designed to equip the candidates with the necessary administrative, diplomatic and intelligence skills required for the role. Participants will develop communication skills, interpersonal planning, time management and problem-solving skills.

This workshop will provide your participants with the necessary tools and skill set to form a form an efficient and formidable frontline for employees, individuals, and companies alike.

By the end of the session, participants will develop:

  • Skills and knowledge to effectively manage schedules, organize meetings.
  • Skills to manage enquiries and successful/diplomatic gatekeeping for their Principal.
  • Understand practical administrative skills/abilities and values needed to be a secretary/P.A – minute taking, journal planning, emotional intelligence, interpersonal support.
  • Learn time management skills and task prioritization.
  • Effective communication skills to interact with coworkers and clients at all levels
  • File management and Information Processing skills.

Our Employability & WP Readiness sessions are training workshops aimed at providing the current or future workforce with the knowledge, skills and abilities required to carry out relationships and tasks in any workplace.

The training course will focus on a variety of skills that can be grouped into 3 categories covering -Personal Qualities and Abilities, Interpersonal Skills, and Professional Competencies.

By the end of the session, participants will develop:

  • Qualities and skills of professionalism.
  • Qualities of self-awareness and self-confidence to seek out a place in the job market.
  • Personal Goals in relation to career development.
  • Analyze the processes involved in a job application, interview preparation and career development.
  • Understand the importance of interpersonal skills and teamwork.
  • Improved communication skills, teamwork management and networking
  • Problem Solving and Initiative Thinking

Session is Ideal for:

  • Individuals new to the job market or seeking self improvement and career advancement
  • Groups and Companies seeking to rise the professionalism and workforce attitude/morale of their Teams.
  1. FRONT OFFICE FUNCTIONS
  2. FOOD & BEVERAGE SERVICES
  3. ADVANCED SERVICE DELIVERY FOR THE HOSPITALITY INDUSTRY
  4. FRONT OFFICE FUNCTIONS

These ATTEND+ sessions will equip learners with the knowledge and skills required to work as part of a hotel Front Office & Rooms Division team.

Trainees will develop an understanding and acquire the skills for handling guest arrival and departures,the importance of communication and the importance of inter-departmental synergy.Participants will also learn the practical activities and skill set to develop the confidence in handling expectations, unusual challenges, and guest management.

By the end of the session, participants will:

  • Understand the role and function of the front office in hotels – Representing the Brand and Standards
  • How to communicate with customers and “Knowing Your Customer” Skills
  • Guest arrival and Departure processes
  • Night Audit, Room Inventory Management and General Room Division Administration
  • Guest Management – Handing difficult guests, customer complaints.
  • Building and Maintaining Customer relationships – Ensuring return Guests

Sessions are Ideal for:

  • Individuals wanting to pursue a career in hotels, Airlines or Banks as receptionist, cashiers, guest relations and teller operators.
  • Professionals who would like to further their career and improve their skills.
  • Further career opportunities include Front Office Managers, Rooms Division Management and Operations Management

 

  1. FOOD & BEVERAGE SERVICES

This ATTEND+ course will equip learners with the knowledge, skills and ability to offer service in a hotel or restaurant.  Sessions will develop the confidence and skill set needed to operate effectively in any F&B service provider.

The reputation and success of any establishment is hinged on the experience created by the service staff.

This module will encourage learners’ enjoyment of enthusiasm for servicing food and drink in the hospitality business.

By the end of this course, participants will:

  • Develop the knowledge and skills of the concept of hospitality and the role played by Food & Beverage Operations with Hospitality.
  • Develop the knowledge and practical skills in the preparation of food and drink service and serving customers.
  • Learn skills in how to handles Customer dining experiences at all levels.
  • Demonstrate a limited range of practical and cognitive skills and tools used in a variety of restaurant situations.

Sessions is Ideal for:

  • Individuals looking to acquire a job in restaurants, bars and hotels in customer facing or customer support roles.
  • Professionals wanting to advance in their careers and improve customer relationship skills.
  • Individuals/Organizations wanting to increase productivity and improve customer relations to meet their goals and increase tips.

 

  1. ADVANCED SERVICE DELIVERY FOR THE HOSPITALITY INDUSTRY

These sessions delivera further delve into the science and relations between Service Delivery and the Hospitality Industry. Relying on Industry Case Studies and Market – these sessions delve into strategies, systems and processes required for Management and Operating Executives to provide optimum service delivery and ensure Customer Satisfaction in the Hospitality Sector.

By the end of these sessions, participants will develop skills and understand:

  • Service Delivery and Service Culture: What is It?
  • The Importance of Service Delivery
  • Service Delivery and Customer Satisfaction
  • Importance of Service in Hospitality
  • Core Skills for Service Delivery in Hospitality

Session is Ideal for:

  • Mid and Top Management of the Service Industry looking to improve Customer Retention/Satisfaction and Revenue
  • Frontline team members seeking promotions and greater understanding of the business.