-
Hospitality & Service Training
Customer Service Training
BHR Training offers two comprehensive workshops that improve customer service skills. Workshops typically include structured role-playing, question-and-answer sessions, interactive exercises, and group discussions.
Service Recovery Seminar
This 4-hour interactive workshop is designed for front line employees, managers, and supervisors who deal with the public. Participants are taught to manage difficult customers and maneuver through stressful situations.
Participants will learn:
New skills to diffuse conflict and find resolution
How to use empathy during conflict
A 5-step model to skillfully and diplomatically resolve complaints
About the financial impact of customer complaints
How to know the difference and strike a balance between human needs and business needs
Service Excellence Seminar
A full one-day interactive workshop designed for front line employees, managers, and supervisors who deal with the public.
This seminar uses your organization’s mission, values, and service standards as the foundation for teaching employees how to deliver consistent high quality service.
The DiSC Assessment is utilized in this seminar to enable participants to understand how behavioral styles impact customer interactions.
Topics covered in the seminar can include:
Rapport Building Opportunities
Exceeding Guest Expectations
Understand and adapt to various Guest personality styles
Hospitality Standards for consistent service interactions
Dealing with upset customers
Service Language: World class words; words to avoid
Coming in Winter 2007:
Adventures in Attitude
Create a workplace dynamic that is shaped by the positive attitudes and perceptions of your employees.
A bad attitude produces low morale. A positive attitude produces increased energy, optimistic outlook, and team unity. Every workplace has its own dynamic. Whether verbalized or not, the tone is set by group consensus.
The Adventures in Attitude program guides participants through a process of self-discovery where they will learn to make choices that bring them personal satisfaction and professional success.
Benefit to work environment:
Committed, fully engaged employees
An atmosphere of communication and teamwork
Stronger leadership and innovation
Increased positive energy
Better employee performance and motivation
Benefit to Employees:
Increased self-awareness
Improved relationships
Greater ability to change negative thinking
Increased job satisfaction
Better listening and communication skills
Effective problem-solving ability
If you want one year of prosperity, grow grain
If you want 10 years of prosperity, grow trees
If you want 100 years of prosperity, grow people
— Chinese Proverb
If you want 10 years of prosperity, grow trees
If you want 100 years of prosperity, grow people
— Chinese Proverb
781-829-4727
Testimonial
"I have worked with Bonnie at this hotel for about two years now and have been nothing but pleased with her and her training. Bonnie is energetic, charismatic, professional and an extremely effective and likeable trainer. Her training has helped us achieve higher guest satisfaction scores. Bonnie will follow up with participants to ensure their continued leanings and has often reached out unexpectedly to assist. Bonnie has facilitated classes for both management and hourly staff, as is very relaxed and comfortable with all levels of employees. As a Director of Human Resources, I truly appreciate the impact training has on the operations of the hotel."
Michael Weinstein
Director of Human Resources, Renaissance Times Square