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Customer Service Training in the Hospitality industry

TOGETHER TOWARDS QUALITY SERVICE (TTQS)

TTQS customer service training is all about empowering the roles of hospitality professionals for the first time ever, by learning and mastering 4 main elements of TTQS Model, namely, host, guest, product and quality service. You will not find anywhere else delivering customer service training in hospitality following this model. In addition, the class is filled in with inspirational real-life experiences, brainstorming, quizzes, videos, role play and unique storytelling for an unforgettable learning experience.

Why TTQS customer service class?

Together Towards Quality Service class is an important customer service training in the hospitality industry that is not only teaching on how to deliver quality service, but is equally important, is about empowering the roles of hospitality professionals like yourself, by learning the main 4 Sections of TTQS Model, namely;
HOSTS
QUALITY-SERVICE
PRODUCTS, all focusing on GUESTS.

Enhancing these 4 sections that are based on customer-centric culture, by upscaling hosts’ professionalism, be open-minded on a paradigm shift, and understand your guests better by mastering economy experience. You will be learning how to relate to ancient and modern hospitality in delivering quality service.  Then, you will be introduced to modern quality methodologies in delivering quality service.  Finally, induced with great memorable guest experience, from real-life examples, resulting in gaining more loyal customers, repeated business and transformation to the moment of truth for both hosts and the guests.

Few take away;
Empower customer-centric team:
Today’s hospitality industry demands employees who make decisions and can take responsibility and being responsible for their actions. TTQS training will open the doors of empowerment and responsible customer-centric teams who deliver quality services and make a real difference in hospitality working culture.

Professionalism & consistency:
The key to putting together a base of loyal guests/customers is simple: provide quality service in an efficient and well-mannered. Your customer-centric team will be well prepared and understood the importance of staying sharp in how they do their jobs, and being mindful of consistency, meeting guest’s expectations is critical in maintaining loyal guests and business bottom line.

Everyone is an excellent host to exceed customer expectations:
From your front of the house to the back and from other departments, each employee represents the organization. They play a very important part of your guest journey. TTQS training will prepare all employees from different levels to be a positive guest’s ambassador for the organization.  In today’s competitive hospitality industry, it’s not enough to smile, offer prompt services and simply meet your customers’ expectations. TTQS training explores and determines the delivery of exceptional quality service and exceeds customer’s expectations.

Most important, work from the heart:
If services offered and come from the heart, that is the same as giving genuine hospitality. Without a doubt, guests feel excited and taken care of in the delivery of quality service as a team.

Benefit for organization and delegates:

  • Gain more relevant experiences from the workshop shared real-life experiences.
  • Instil a sense of ownership and accountability.
  • Enrichment in self-confidence in dealing with team member and guests.
  • Contributes to better-off, a happier & more productive workplace.
  • A more productive and customer-focused workforce. Leads to increases customer satisfaction.
  • Learn how to elevate the level of hospitality & deliver a consistent superior quality service.
  • Enhancement confidence and knowledge.
  • Transform skills & be part of a customer-centric culture.
  • Enrichment in self-confidence in dealing with team member and guests.
  • Increases number of repeated guests, revenue and business bottom line!

Learning Objectives:

At the conclusion of the TTQS training, delegates should be able to:

  • Demonstrate in-depth knowledge about the ancient hospitality culture and how can be related to modern hospitality.
  • Distinguish between hospitality and service in delivering quality service.
  • Increases skill levels and professionalism, including performance abilities in all major hospitality soft skills – Problem Solving, Empathy, Teamwork, Strategy & Innovation, and Stress & Time Management.
  • Identify the importance of professionalism & a positive teamwork environment.
  • Explain the essential elements of effective business etiquette that contribute to a guest’s experience.
  • Explain how to achieve guest/client “moment of truth” as part of a team member.
  • Describe how to elevate the level of quality service by using modern quality methodologies.
  • Describe how the economy experience is related to the guest experience and you can contribute to exceeding expectations.
  • Outline efficiently & successfully on how to resolve queries, supply relevant information & conclude every interaction on a positive note.
  • Identify “moment of truth” opportunities, be able to easily connecting from heart-to-heart, from one human being to another.

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