Bob Van Baren

Communication Training for Hotel Employees Hello! I am Bob Van Baren I am a training expert on hotel communication You can find me at www.vision2-10.com 2 Hotel Employees ❖ Training session for hotel employees ❖ Date: November 20, 2019 ❖ Conference Room 100 3 1 Setup Information ❖ This will be a 60-minute session for a maximum of 10 employees. ❖ The audience will include a mix of the hotel’s average employees who score lower in communication evaluations, and a few entry level employees who are ready to take the next step in communicating with the hotel’s business member clients. The entry level employees that will be included, must have a good foundational knowledge of hospitality, have shown a basic skill to communicate well, and are the friendliest of the entry level employees. ❖ Supplies: Computer, Projector, Bluetooth Wireless Slide Advancer, White Board, Speakers, Podium and HDMI Chord. Learning Objectives After completing this training, employees will be able to define the main components of an effective phone call with a client, and list three real-work problems with possible solutions. Employees will also demonstrate problem solving skills, and have an ability to greet, listen and respond to a business client on the phone for one minute, while handling distractions. 5 Welcome and Introduction Enjoy the opening skit: How Not to Communicate (5 Minutes) 6 This Photo by Unknown Author is licensed under CC BY-SA-NC Lecturette: Components of a good phone call (*Remember to take notes for quiz*) Greet ❖ Address them as Mr. or Mrs. (last name) ❖ Thank them for their business ❖ Introduce self and hotel name ❖ Reason for call ❖ Be warm and friendly ❖ Talk Slow (8 Minutes) 7 Listen ❖ Take time to listen ❖ Do not interrupt ❖ Speak only if there are questions ❖ Give client space to think, which means some silence is okay Response ❖ Thank them for sharing ❖ Permission- “Would it be okay if I shared the information about our membership program with you today?” ❖ Do not pressure, but if they do not commit on the phone, ask if you can follow-up in a week ❖ Thank again and end the call politely Lecturette Part Two: Responding to real-work situations (*Remember to take notes for quiz*) Rude Customer ❖ Be friendly and calm ❖ Ask if there is anything you can do to help ❖ Listen ❖ Get a manager if needed ❖ End call if they are verbally abusive (7 Minutes) 8 Apathetic Customer ❖ Be friendly and enthusiastic ❖ Do not be discouraged ❖ Give them space ❖ Remember that our customers are busy people ❖ Serve them and let them move on Interested Customer ❖ Be friendly ❖ Match their excitement ❖ Ask questions on how you can serve them and seek to share what the hotel can offer them ❖ Get their personal information ❖ Follow-up Read and respond to the three case studies. These will help you to problemsolve and prepare you for situations you will face in your roles. You will work on your own for 7 minutes and then you will be paired up to discuss your responses. Total time for this activity is 17 minutes. This Photo by Unknown Author is licensed under 9 CC BY-SA Instructions You are now going to perform mock phone calls with your partners. *You can use your cheat sheet, but remember, you will have a final mock phone call with your manager with no cheat sheet! *Be ready to respond to distractions. *You have 15 minutes, go! 10 ROLE PLAY TIME! Evaluation Time! Short Quiz ❖ Eight questions ❖ Multiple choice ❖ Fill in the blank ❖ No notes ❖ 6 out of 6 required for passing (retakes post meeting) ❖ Five minutes to complete quiz 12 Final mock call with supervisor (3 Minutes) 13 Thanks! Any questions? You can also ask questions post-meeting or you can find me at: ❖ www.vision2-10.com (2 Minutes) 14 You are ready to Soar!!! 15 Moser, John. MBB Hospitality . 2019. 11th October 2019. https://www.mbbmanagement.com/hospitality-hacks/hospitality-employee-qualities/>. Unknown. Kangan Institute. 2019. 11th October 11, 2019. https://www.kangan.edu.au/students/blog/essential-skills-for-a-career-in-hospitality. 1st Ma Credits Special thanks to all the people who made and released these awesome resources for free: ◇ Presentation template by SlidesCarnival ◇ Photographs by Unsplash 16 References Moser, John. MBB Hospitality . 2019. 11th October 2019. https://www.mbbmanagement.com/hospitality-hacks/hospitality-employee-qualities/>. Unknown. Kangan Institute. 2019. 11th October 11, 2019. https://www.kangan.edu.au/students/blog/essential-skills-for-a-career-in-hospitality. 1st May 17