POLISHED HOSPITALITY
DELIGHT
TRAINING
Would you like to inspire and empower your team while enhancing their customer service skills? Polished Hospitality is delighted to offer a series of courses designed to target common service opportunities, offering simple and innovative ways to elevate your guest experience.
We will provide your team with the training they need to foster a brand culture focused on client retention through creating genuine moments of connection. Courses can be modified into a quick refresher class or an on-going curriculum depending on your training needs and goals.
THE MAGIC OF HOSPITALITY
The Magic of Hospitality is a four-class series designed to provide you with simple strategies that seamlessly integrate into every guest interaction. From service standards to body language and appropriate verbiage we will provide you with everything you need to transform your service experience.
This course is typically offered over a four-week period and consists of an initial 75-minute lesson followed by three 45-minute training sessions.
THE MAGIC OF ANTICIPATION
Whether setting the table for a special meal or planning the perfect travel itinerary, an anticipation of needs is critical to ensuring a seamless experience.
This class focuses on adjusting your customer service mentality to naturally add a little extra to each exchange. In addition to providing a solution to the task at hand, you take it one step further to offer something your client hasn't even thought of yet.
THE MAGIC OF NO
Customer service is not always easy-breezy, happy clients. Depending on your industry and the position you're in, you have likely faced a few uncomfortable situations where you were not able to meet the expectations of your clients and are tasked with addressing a disappointed customer.
Some of the strongest relationships are forged by fire and negative experiences can have the potential to create a loyal bond with your customer. This course will focus on how to diffuse a tense situation and win over your frustrated client through positive recovery.
THE MAGIC OF WOW
The stage is set and expectations met. Now it's time to add the special sauce of going above and beyond to create moments of surprise and delight. It could be as simple as a handwritten card or an elaborately planned gift, the point is to make someone smile with the realization that you spent an extra moment thinking of them prior to moving on to your next task.
This course focuses on your greatest customer loyalty program, the wow. We will share memorable examples from our concierge careers, discuss the mentality behind thoughtful service and share ways you can conveniently and efficiently make magic of your own.
