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Guest Interaction and Personalized Service – Group 2 (Rooms Division)
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 (Rooms Division)
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.
Connecting with the Guests in the Public Areas – Group 2
2:15pm – 4:15pm
We will review the tools we can use to elevate the service we provide to our guests. We will discuss ways of personalizing guest interactions according to their requests or based on our observations.
Enhancing Team Performance – Group 4 (Food and Beverage and other Operations)
4:30pm – 6:30pm
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.