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Guest Interaction and Personalized Service – Group 2 (Food & Beverage)
9:00am – 11:00am
This session will focus on guest interactions, promote a culture of creating bespoke memories, and provide the employees with tools to elevate the overall guest experience.
Handling Guest Feedback Hands-on Session – Group 2 (Food & Beverage)
11:15am – 1:15pm
We will focus on how to handle guest feedback given multiple real-life scenarios and dive deeper into the art of saying no. Attendees will be invited to an interactive role-play.
Hosting MICE Guests – Group 2
2:15pm – 4:00pm
We will review the telephone and email correspondence expectations and highlight the art of upselling by showing our genuine care and anticipatory service.
Enhancing Team Performance – Group 3 (Front-office and Housekeeping)
4:15pm – 6:00pm
This interactive session will focus on tools to enhance the role of the leader, from onboarding new employees to driving performance through daily activities and walking the talk with the team members to keep the message alive.