Quality of service and collective efficiency are key aspects of expectations of customers of hotels all over the world. As they have the choice, they appreciate to be treated with careful attention and professionalism. They are extremely sensitive and start to shape their opinion of a place with the way they are welcomed, where they expect personal gentle treatment and not standard procedure.

“Employees treat customers according to the way they are treated by the management”. In order to get all employees focus on customer satisfaction, the management need to:

 

Those who want to consolidate the good reputation of their hotel, to acquire and keep regular customers and raise margins, because of high standards of quality, have to create or facilitate real team work in their company. They also have to know how to cultivate employees’ talents and motivation, and empower the staff to increase his reliability and his client focus. These are keys to higher quality of service, long lasting positive image and attractivity of good loyal professionals.

Most successful companies are attractive to candidates and have low turnover because employees appreciate to have numerous opportunities to grow, to learn more, to receive more responsibilities. These companies have an on-going development plan where managers do care regularly of developing their people, both through trainings, management interactions, coaching sessions, receiving feed-back, follow up on actions plans and so on.

This two day seminar will bring, to managers, management tools and coaching skills, benchmark of best in class European Hotels, opportunity to exercise these new skills, share experiences and time to build improvement plans.