Develops the knowledge of recognising customer behaviours and choosing positive responses to complete a positive behaviour cycle.
- Understand why customers behave differently
- Identify positive responses to use with different behaviors
Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.