Tag: bedfordview

1 Day Onsite Customer Service Training for Gauteng Hotels, Lodges, Boutique Hotels & Guesthouses

We are offering a 1-day extensive customer service training to hotels, game lodges, boutique hotels, wedding venues, guesthouses and restaurants. This 1 day onsite training costs R5 500 and we train up to 20 staff members. Yes, we conduct it at your venue. Whether you would like to call it a refresher course for your staff or you would like to step up the customer service experience at your establishment, we will help you get the best out of the training. Our customer service training contains the following:

Importance of the Customer

  • Customer as a source of revenue
  • The Impact on the Organisation
  • Customer satisfaction and company profitability
  • Annoying Habits
  • Anticipating Guest Needs
  • Maintaining good customer care
  • Confidentiality of Company and Guest Information
  • Personal Presentation
  • Personal development

Customer Service

  • Greeting of guests
  • Promoting facilities and services
  • Guest Expectations
  • Guest reaction to poor customer service
  • Guidelines for superior guest care
  • Customer care in other fields and industry
  • Improving customer care
  • Effective Communication
  • Range of Guests

Customer Complaints

  • Advantages of Complaints/Customer feedback
  • Methods of dealing with customer related issues
  • Range of customer complaints
  • Common Guest Complaints
  • Methods to satisfy irate guests
  • Guest Complaints Procedure
  • Written complaints
  • Documenting Complaints
  • Complaint Follow Up Action
  • Do’s and Don’ts of customer complaints
  • Complaints practices
  • Requirements for Superior Guest Care

Referral of Customers/Customer Complaints

  • Dealing directly with guests
  • Referring guests
  • Complaints occurring outside work area or authority

Would you like to take advantage of this special? Please email us on training@samhospitality.co.za or call 082 765 9238.

PLEASE NOTE THAT OFFER IS VALID FOR HOSPITALITY ESTABLISHMENTS IN GAUTENG ONLY!!!

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Training for Hotels, Lodges, Game Lodges, Boutique Hotels, Guesthouses & Restaurants

Are you running a hotel, game lodge, boutique hotel, self catering chalets/ apartments, guesthouse, restaurant  or any hospitality establishment and you wish to train your staff? Then you are at the right place. We train hotel staff in the following departments:

  • Food & Beverage – A la Carte / Banqueting Waitrons and Restaurant Supervisors, Housemen, etc
  • Beverage Department – Bartenders and Bar Assistants, Drink Service Assistant, etc
  • Rooms Division – Room Attendants, Housekeepers, Cleaners, Laundry Assistants, etc
  • Front of House – Receptionists, Concierge, Porters, Night Auditors, Reservations, Duty Managers, Front Office Managers, etc

Our programs are designed to assist 3 – 5 Star Hotels, Resorts, Lodges, Self-Catering Units/ Apartments, Guesthouses, Conference Centres, Wedding Venues, Restaurants, etc to maintain high standards of service and quality. Staff will be trained to the latest trends and equipped with product knowledge and skills to help them set your hotel apart from your competitors. We have a great footprint in training hotels and lodges around South Africa and neighbouring countries. Training can either be held on site or at a location of your choice.

The costs of in-house training will depend on the duration of the program and the number of facilitators required. Each program is designed to meet each establishment’s needs and with a minimum of 8 and maximum of 20 participants per group.

There are 2 ways to run our in-house training:

Standard Service

  • Choose from Sam Hospitality Training Academy fixed programs and run training on your premises.
  • Offer our facilitator(s) accommodation and meals during training.
  • Cost effective if more than 12 people.
  • Available from as little as R5 500 per day, excluding travel expenses.

Customized Service

  • Tailor an existing program to your requirements.
  • Incorporate our mystery guest/ shopper programme/ pre training evaluation, consultation and guest reviews to get precisely the training your establishment needs.
  • Offer our facilitator(s) accommodation and meals during training.
  • Cost effective if more than 12 people.
  • Available from as little as R7 000 per day, excluding travel expenses.

Please note that if you do not provide accommodation, we charge an extra R1 200 per night.

Why in-house / onsite training?

  • Cost saving and hassle-free – Your company saves a lot on travel expenses and accommodation costs for your staff. You do not have to go through the trouble of looking for accommodation and arranging for travel.
  • Training programs are tailor-made to suite your establishment’s specific needs.
  • You maintain control of the training – You have the freedom to decide the duration of the training. You choose less busier times so as not to jeopardize daily operations.
  • You save on your training budget. The more staff you have to train, the bigger you save.
  • Everyone stays on-site and is accessible when needed.
  • You, as the manager has the opportunity to sit in, observe and contribute.
  • You can combine your staff training with staff from other branches or neigbouring hotels.
  • Staff is trained at the venue they are familiar with, using the equipment they used in their everyday life.
  • You can even participate with other branches, hospitality establishments, et
  • Training increases staff motivation and team building within departments.
  • Participants return from the training feeling refreshed and more enthusiast about their job.

If you have any questions regarding our training programs or you would like to receive a quote, please contact me directly or alternatively visit www.samhospitality.co.za or our sister website www.hotelstafftraining.com. I am also attaching a copy of the different programs we do. Establishments are free to mix and match to choose programs that will best suit their needs. If you have less than 5 staff members to train, we can train them at our Johannesburg offices. We will assist with accommodation.

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