In the hospitality and catering industry, customer service training is arguably the most vital category of instruction that management and employees ever receive. Businesses in this field include hotels and resorts, conference centers, cafes and restaurants all of which exist to serve people. The guests who frequent your business expect to be treated in specific ways, and your employees need to know how to meet those expectations.
Types of Training
Service training is available for a wide variety of jobs and duties in hospitality and catering. For example, a restaurant featuring an upscale dining experience and gourmet food might provide employees with culinary training, instruction on how to properly serve food, direction on how to quickly and effectively bus tables and guidance on how to be a gracious host. Hotels and other lodging facilities might concentrate training on sales to market the property or its conference services. Hotel service training might also focus on front desk check-in and check-out procedures and housekeeping duties.
Results of No Training
Unless your staff members are natural service givers, a lack of formal customer service training can spell disaster for your business. Inattentive or apathetic employees could engender unhappy, complaining guests, which can cause a negative ripple effect: Disenchanted customers will tell others about their bad experience, and those people will pass the word to still others. Well-trained employees can put the ripple effect to work in your favor by giving your customers something positive to relay.
Effects of Stress
Customer service training for the hospitality and catering industry should empower employees to handle the stresses that come with this work. For example, a hotel guest may believe he has been overcharged. He may react in anger, and this can upset or stress the hotel employee addressing the problem. Employees who have been exposed to conflict resolution and stress management training should have the knowledge and skills to calm the guest and solve the problem in a stress-free environment.
Measuring Training Results
To gauge the success of your training programs, you can analyze your customers’ experiences through the use of standardized guest comment cards and online surveys. These tools provide invaluable feedback by inviting your guests to rate their exposure to your business. Other ways to measure service standards include creating review opportunities through social media, using “secret shoppers” and creating customer advisory groups that meet periodically to evaluate service standards.
Take the Next Step
To find out how our team of hospitality professionals can help on how to go about customer service training, take the first step and get in touch. Contact us today to schedule a free consultation.
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