Hospitality Training Prospectus
Contents Express Services Training and Techniques 4 Perfect Presentation with Customer Care 6 Effective Sales Techniques for Front of House 7 Premium Sales Training for the Tourism Industry 8 Effective Communications in the workplace 9 B2B Marketing 10 Marketing made simple 11 2
Suzanne Rowe suzanne@konnections.ie www.konnections.ie 086 816 8123 096 75598 For 25 years, Suzanne Rowe has been at the helm of Konnections a wellestablished Irish based consultancy firm. She is a dynamic results oriented professional with expertise in tourism, training, product development, strategy, design and sales and marketing development. Her endorsements confirm a proven ability to create strategic alliances and inspire potential clients. She deploys superior consumer and trade presentations, memorable familiarisations and an inspired approach to bundling regional product to tap new and developing markets. Suzanne Rowe with Konnections is known for realistic sales training and developing a diverse range of Irish tourism products and services on a national and international level. Prior to set up of Konnections, Suzanne was employed in the Sales and Marketing departments of some of the most prestigious hotels in the world where she gained vast experience in corporate, leisure and conference sectors in the Irish, European and American markets. Former Clients have included The Ritz Carlton Boston, Ashford Castle, Dromoland Castle, Sheen Falls Lodge Hotel, Ballyfin Demesne, Mayo County Council, Fáilte Ireland, Club Med to name but a few. Whether you are looking for results driven sales training or a sustainable strategic review of your sales and marketing business, Konnections Training and Consulting can help you. Our passion and insight can elevate your business to a new level of achievement. For further details contact: Suzanne Rowe 3
Express Service Training and Techniques Konnections Training and Hospitality Consultancy brings excellence to your business. We excel in training for the hospitality sector providing you with top class customer service. As service is the most important thing we sell, our commitment to you is to achieve unparalleled customer service excellence while demonstrating genuine care to your guests as well as your team members. We will focus on the customer service journey, the importance of first impressions, grooming and deportment. We will prepare your staff members for service and at the end of this course each candidate will be in a position to meet, greet and serve a client to the level of service you require. A FULL AUDIT OF YOUR BUSINESS In order to get a full 360 degree look at your business it is advisable to carry out a full audit in advance of the training day. Our team will give you a realistic view of your business in the form of a mystery shopper. A Full Audit will be carried out from: Reception Greeting Check in Situational awareness Room Service Service in the Restaurant Breakfast offering Breakfast service Appearance of Staff Recommendations for the future A detailed report will be provided for the Hotel Manager Duration: For Hotels, the audit will take place the night before training and for Restaurants the audit will take place the day before. 4
Express Service Training Package This package includes the following: The importance of being an ambassador Your personal appearance, grooming and deportment The Human Factor and first impressions Your attitude and its effect Your knowledge and its importance Top customer turn-offs Overcoming resistance and objections The use of open questions Active Listening Situational awareness How to make sure a client is satisfied Knowing when to step away How to present a bill How to get a repeat client How to say farewell Role Play All the above will be carried out with the use of a PowerPoint presentation followed by role play. Duration: The training session should take no longer than 3 hours. Role Play The key foundations of quality consistent service How to set a table in advance How to greet a client How to make them feel comfortable The etiquette of seating a client Taking their drinks order The correct format for serving wine How to fill a water glass How to serve bread How to set food down correctly on a table How to clear a table How to take a dessert order TRAIN THE MANAGER Top Tips for Managers A further training session is offered to the manager of the restaurant with training on the standard operational procedure for correct service. The Manager will receive a full SOP manual detailing all areas of service. At the end of the session they will be in a position to apply these guidelines and maximise all training techniques. 5
Perfect Presentation with Customer Care DELIVERING QUALITY SERVICE MEANS CREATING A MEMORABLE EXPERIENCE FOR EVERY GUEST ONE THEY WILL NEVER FORGET. THIS COURSE WILL FOCUS ON THE CUSTOMER SERVICE JOURNEY, THE IMPORTANCE OF FIRST IMPRESSIONS, GROOMING AND DEPORTMENT. Course Objectives: To understand clearly your role as a customer service ambassador for your business Recognise your customers needs and expectations Highlight the value of people in the success of your business Learn how to communicate more effectively Course Content: What good customer service means to you The effect of your behaviour and attitude The Human Factor The importance of first impressions The customer service journey The needs of your customer Customer expectations Situational awareness Active Listening Skills Non-verbal listening tools Effective listening Barriers to effective listening Listening exercise Techniques for handling complaints The art of the soft sell Four steps to better service Duration: This is a half day course This course has been extremely well received as it deals with the customer service journey from start to finish. It is a must for any organisations seeking real results and aiming to build a successful and sustainable business for the future. 6
Effective Sales Techniques for Front of House SUITABLE FOR FRONT OF HOUSE STAFF OR ANYONE DEALING WITH CUSTOMERS ON AN ONGOING BASIS. Course Objectives: To enable each member of staff to maximise potential sales and increase revenue To equip each staff member with the correct communications skills to negotiate effectively with potential clients Techniques for handling complaints Non-verbal listening tools Active listening Barriers to effective listening Techniques for handling complaints Setting achievable goals and objectives The Perfect Show Around from arrival to departure Course Content: Customer expectations Your attitude knowledge and ability The customer service journey The needs of your customer Situational awareness The key foundations of quality service What is a stakeholder? Managing stakeholders Elements of communication The importance of the human factor and first impressions Duration: This is ideally a full day course but can be tailored to suit a half day depending on your requirements. It has been successfully delivered to hotels, bars and a number of restaurants. 7
Premium Sales Training for the Tourism Industry SUITABLE FOR: SALES EXECUTIVES AND MANAGERS, CONFERENCE AND BANQUETING STAFF AND EVENT MANAGERS SEEKING REAL RESULTS IN THE HOSPITALITY SECTOR. Course Objectives: To become the most dynamic and results orientated sales person in your organisation. At the end of this course each attendee will be more focused and motivated and, above all, results driven. Course Content: Empowerment - your attitude, knowledge and ability How to research new business How to find key contacts Setting objectives and goals for your business Prospecting questions to ask potential clients Making the call Overcoming objections Your preparation before a meeting The appointment The use of open questions Elements of communication Active Listening Information Gathering Identifying needs and problems Closing the Sale and getting client commitment Rate negotiation The Perfect Show Around How to work social events Selling at Trade Shows and Exhibitions Managing your time Top Tips Duration: This course is a full day course but can be modified to a half day depending on the needs of the client. It has been delivered very successfully to a number of hotels and tourism providers. It has also been delivered on behalf of county councils and other organisations. 8
Effective Communication in the workplace SUITABLE FOR: ANYONE WISHING TO IMPROVE THEIR COMMUNICATION SKILLS AND DEALING WITH CONFLICT WITHIN THE WORKPLACE. One of the most important factors of success is how to communicate with the world around us. Course Objectives: To become a more effective communicator and team player To learn how to set and achieve your goals To look at successful ways to deal with conflict Course Content: The principles of communication Non-verbal listening tools Active listening Barriers to effective listening Assertive communication skills Questioning skills How to improve communication in the workplace Planning for success 12 Steps to achieving your goals What is conflict? The principal causes of conflict When conflict can be positive and progressive When conflict can be negative and damaging Calming styles Personal Action Plan Duration: This is a half day course This course is perfect for improving communication and morale within the workplace. It is a relatively new course but has proved to be very popular within the tourism sector. It can also be modified to suit corporate companies. 9
B2B Marketing for the Tourism Industry SUITABLE FOR: ANY HOTEL, BED AND BREAKFAST OR ACCOMMODATION PROVIDERS WHO WOULD LIKE TO CONTRACT WITH OVERSEAS AGENTS. Course Objectives: To give the relevant Tourism provider the tools to attract and retain potential customers. We will establish their target market and go through the contracting do s and don ts. We will advise how to represent your business at trade shows and workshops ensuring maximum benefit from your investment. Content of course: B2B marketing positioning B2B Sales Steps The sales process Mindset required for B2B How do I start the process? Identifying your target audience Making the call Dealing with Terms and Conditions Children s Policy Dinner Supplements Room Supplements Cancellation Policies Alternative Accommodation Billing and Payment How to prepare for major trade shows How to maximise your time at the trade show Research methods What not to do at a trade show How to prepare for a workshop What not to do at a workshop Duration: This is a half day workshop with the Tourism provider or accommodation provider. Depending on your requirements other programs can be combined with this course such as Sales Techniques and Marketing made Simple which can be spread out over a day. 10
Marketing made Simple SUITABLE FOR: ANYONE INTERESTED IN DOING A BASIC COURSE IN MARKETING AND BUILDING A MARKETING PLAN. Course Objectives: To understand what marketing is and how it can strengthen your business. At the end of this course each individual will have a marketing plan suitable to their needs. Duration: This is a half day course This course has been delivered to a number of Tourism organisations and has been successfully combined with sales techniques to make it a full day course. Content of the Course: What is the purpose of your business Define your target market What does your organisation offer the target market What is your consumer insight Find your unique selling point The marketing mix Marketing Strategy What skillset do you need in order to be successful Define your message The 7 p s of Marketing Design your own marketing plan 11
Hospitality Training www.konnections.ie suzanne@konnections.ie Quay Road, Ballina, Co Mayo, Ireland. 086 816 8123 096 75598