Hospitality Service Excellence Training
Front Desk Training
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Attentive Host behavior & Service Excellence
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Effective Upselling at Front Desk
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Handling complaints in a memorable way
The Benefit
3 benefits you, your team and especially your guests when choosing the hospitality & front desk training
Service excellence on a new level
The first impression a guest receives sets the tone for their entire experience. This specialized hotel training helps your front desk team develop the sensitivity needed to not just warmly welcome guests but to impress them and create lasting enthusiasm.
Intrinsically motivated team
When your team interacts passionately with guests, the positive feedback is immediate. A motivated team that feels appreciated takes service quality to new heights, significantly contributing to a welcoming hotel atmosphere.
Increased revenue and profit
Host behavior encourages guest loyalty, driving repeat business and increased revenue. Additionally, your upselling and cross-selling metrics will improve noticeably with an exceptional first impression. A qualitative and quantitative win-win for guests, staff, and your business.
Service Excellence in Hospitality – Exemplary Front Desk Behavior from Check-in to Check-out.
The reception desk is the heart of every hotel, marking the beginning and end of each guest’s experience.
Especially in upscale 4 to 5-star hospitality, guests expect far more than just smooth check-ins and check-outs. They anticipate a guest experience characterized by empathy, professionalism, and personalized attention.
Our seminar, "Service Excellence In Hospitality" offers practical methods to elevate your front-office team's service performance significantly möchten.
Current challenges
Guests Expect More. Qualified Staff Decreases. Guests' expectations in luxury hospitality are steadily rising while staffing levels and qualifications often decrease.
Exemplary front desk behavior makes a crucial difference, turning standard check-ins into unforgettable experiences. The everyday challenges of reception require quick thinking, sensitivity, high service-orientation, and awareness of one's own appearance and behavior.
Typical challenges we will be covering in our hospitality traning:
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Lack of Personal Engagement
Guests frequently feel processed rather than personally acknowledged, such as being greeted mechanically while the employee looks at a screen.
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Missing service mindset & missing experience in a luxurious environment
Guest needs often go unnoticed due to limited industry experience or missing role models. Few staff have experienced high-level service as guests themselves.
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Unprofessional behaviour in complaint situations
Often there is an insecurity in Complaint Situations. A problem-oriented mindset („Who’s at fault?“) rather than solution-oriented, proactive conflict resolution.
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Inconsistent Service Quality
Reception service fluctuates based on shifts or individuals, creating additional and unnecessary efforts to manage complaints or dissatisfaction.
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Missed Opportunities for Revenue and Guest Experience
Proactive suggestions for wellness appointments, gourmet restaurant reservations, or room upgrades are frequently overlooked, resulting in lost revenue potential and diminished guest satisfaction..
Facts & Figures
Seminar Goals
Empower your front desk team to exceed expectations and perform with renewed professional pride. The outcome is exceptional hospitality, increased guest satisfaction, and a motivated team.
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Create a Lasting Impression
From the very first interaction to departure, team members will become aware of their impact through body language, personal presence, and genuine hospitality.
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Reflection und Changing Perspektive
Participants engage in post-seminar tasks and tools to sustainably anchor the training content in everyday front-office activities.
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Attention to Detail in Practice
Eye contact, authentic smiles, addressing guests by name, emotionally intelligent language, professional phrasing, and effective non-verbal communication are practiced through role-playing exercises.
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Being the Best Version of Yourself as a Host
Your Best Self Employees define and embody their best host behavior, especially in stressful or challenging moments.
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Goal Setting & Team Challenges
Immediate and post-training team challenges foster mutual motivation and continuous improvement.
Seminar Content
The DNA of a Host
✓ Personal impact as a host
✓ Traits of service excellence at the reception
Small Details - Big Difference
✓ Eye contact, particularly during documentation handling
✓ Consistently addressing guests by name
Body Language
✓ Posture, gestures, facial expressions, tone
✓ Recognizing and responding to body language
Role Play and Practical Simulation
✓ Real-life scenarios
✓ video recording, analysis & feedback
Effective Questioning Techniques
✓ Goal-oriented, sales-enhancing
✓ Particularly effective for challenging situations Situationen
Fresh & Authentic Communications
✓ Replace tired phrases with personalized, authentic communication
✓ Noticing guest's individuality and service with a personal touch
Methodology
Highly practical, reality-based, ideal for daily operations
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Simulation of Realistic Scenarios
Check In, Check Out, Complaints, Upselling Opportunities.
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Engaging Trainer Input
in a dynamic storytelling approach
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Interactive group, pair and individual exercises
Team members will inspire and learn from each other, but also challenge each other for a better guest experience.
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Best Practices & Commitment to aim higher
Encourages peer exchange, individual accountability, and active participation.
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Video Analysis and Constructive Feedback
Perfect alignment of self-perception and external perception.
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Interval Training vs. Information Overload
Proven interval training methodology, concise and relevant 4-hour sessions allowing smooth departmental coverage.
Outcomes
What your team will excell at:
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Engaging guests professionally and charmingly
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Mastering critical situations
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Confident and enjoyable upselling with positive guest and staff experience
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Effortlessly creating memorable guest experience
Benefits for Your Hotel
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Higher Guest Satisfaction
Small details mean everything, significantly enhancing guest experiences.
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Motivated Front Desk Team
An engaged team proud of delivering top performance.
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Win-Win-Win
Increased guest and staff satisfaction resulting in higher revenue..
Switzerland / D-A-CH Region
Hotelscape Hospitality Training
Christoph Bellgardt
Switzerland
+41 79 943 39 87
International
Rainer Lagemannt Hospitality Ltd
Famagusta Free Port & Zone
Cyprus
+49 (0)176 24293891
Terms
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