Finding and retaining the right employees for your hospitality property can be time consuming and expensive if the process in ineffective or the training is minimal.
In this 9 Part Tutorial Series, we examine:
If you or your staff are not properly trained, overworked and stressed, it does not take long for your services to slide and a negative mindset to develop. In tutorial #1 we share the 6 phases to establish a strategic mindset for your business planning and tasks.
A consistent and scripted hiring process is imperative for acquiring the right employees for your property. In tutorial #2 we look at where to find the suitably employees; how to conduct an interview; the interview questions to ask and how to finish the process.
Would you like to have professionally trained employees but do not have the time or resources? The truth is, you can't afford to not train your staff. Training improves employee's morale, business performance and will help increase your profits. In tutorial #3 we look at why and how to develop a successful training program.
In tutorial #4 we will delve further into what to train and techniques that work. Everyday communication is something we do automatically- like breathing, but communicating efficiently actually takes quite a bit of skill.
In tutorial#5 we consider common mistakes in business communication and methods to improve.
Good customer service is the lifeblood of any Independent Hotel or Bed & Breakfast. It means forming a relationship with your guests, a relationship that the guest would like to continue. In tutorial #6 we will examine the traits and skills required and techniques to provide excellent customer service.
Handling customer complaints can be a necessary evil in any hospitality industry. That does not have to be the case. In tutorial #7 we study ways to turn customer complaints into positive opportunities.
Upselling, often thought of as a dirty word can be far from the truth. In tutorial #8 we will discover how the right products and training to upsell will make your guests more satisfied and your business more profitable.
With the right hiring process in place your opportunity to find the right employee rises dramatically but what happens if one employee just does not fit. Firing someone is not a decision you can take lightly. In tutorial #9 we look at how to fire someone professionally, gracefully and safely.