Image Description

The Guest Experience

(Hospitality essentials)

  • presentation
    Classroom delivery
  • time-alarm
    6 hours, face-to-face training
  • round-dollar
    $3,000 (up to 15 pax per workshop)

Overview

In the ‘Guest experience’ masterclass participants will engage in a wide rang of hands-on learning activities that will hone their customer service skills and knowledge enabling them to build rapport and develop positive relationships with customers to grow brand or business loyalty.

The training focusses on quality communication skills to support the service process, including active listening and questioning techniques required to identify the needs and expectations of customers and deliver service that goes above and beyond.


 

Who is this course for?

The masterclass is for all frontline personnel responsible for engaging with customers and guests in to deliver quality customer services including entry level frontline staff, senior frontline sales personnel, supervisors and managers who use discretion and judgement to provide quality customer service experiences.

The training activities focus on situations and scenarios that commonly occur within the tourism, travel, hospitality, and event sectors.

Our masterclasses are tailored to provide in-house training for businesses. A masterclass session can accommodate groups of up to 15 participants per workshop.

Learning outcomes

By the end of the workshop, you will be able to:

  • Understand and apply the key principles of quality customer service.
  • Follow the organisations sequence of service to maximise customer satisfaction.
  • Use positive and effective Communication techniques that leave a lasting positive impact.
  • Apply the various cross-selling, upselling, add-on selling, and suggestive selling techniques.
  • Identify, articulate, and deliver services according to customer needs enhancing the customer experience.
  • Proactively manage customer complaints (complex or small) transforming potentially negative interactions into opportunities for service recovery and customer loyalty.
  • Utilise an array of feedback collection mechanisms to obtain insights into customer preferences and expectations.
  • Analyse feedback to drive service improvements.
  • Employ critical-thinking and problem-solving to resolve service Issues and delays.

Meet our team

Comron Mubarakai
Comron Mubarakai
State Operations Manager - QLD

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Rosie Wilson
Rosie Wilson
Head of Training

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Gretta Anderson
Gretta Anderson
Training Facilitator - Hospitality

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What our clients are saying

DOOLEYS logo
“These leadership courses are absolutely invaluable. The training that Allara Learning has provided has been absolutely fantastic.”
John Jansen
Group Functions Manager | DOOLEYS

Frequently Asked Questions

A fee of $3,000 per masterclass (workshop) applies. This fee entitles your business to provide training for up to 15 people in a workshop.

This course is a classroom based course. An Allara Learning training facilitator will deliver a full day workshop comprising 6 hours of training on-site. During the conduct of this training, participants will undertake a range of interactive learning and development tasks. 

This course is a non-accredited course, however the course content and learning activities have been developed to align with accredited units of competency.

Participants of this course may be able to receive Recognition of Prior Learning (RPL) towards the BSB40520 Certificate IV in Leadership and Management and/or other relevant accredited qualifications.