Training objective
Master the rules of hospitality to ensure total customer satisfaction and loyalty.
800€ INCL. VAT
2 days – 14 hours
Duration adapted to your needs.
contact us to set up this training course
10 trainees max. to promote active learning
Location:
Paris-France-Etranger
Calendar
“Contact us”
This training course is available for individuals or groups, at your premises or ours.
Please contact us to organize a session or obtain a quote.
Contents
module 1. how to COMMUNICATE
- The basic principles of communication.
- Verbal and non-verbal dimensions.
- Body language.
- Oral expression.
module 2. masterING CUSTOMER CARE
- The fundamentals of hospitality.
- The challenges of a good welcome, image.
- The different types of reception depending on the event.
- Reception and care techniques.
- Criteria for a quality welcome.
- Top-of-the-range service
module 3. PREVENTING AND MANAGING CONFLICT
- The different dimensions of dissatisfaction and objections.
- Active listening and rephrasing to understand the causes of dissatisfaction.
- Know your own reactions so you can control conflict and adopt a positive attitude.
- Inspire confidence and reassurance by maintaining calm and self-control.
module 4. masterING FOREIGN CUSTOMER WELCOMING
- Analyze different customer behaviors according to nationality and adapt to each type of customer.
- Comparing different cultures.
module 5. dEvELOPING YOUR KNOW-HOW
- Providing every customer with attentive service and creating a special relationship.
- Know-how” is essential to “know-how”.
- The spirit of service.
- Presentation and behavior.
details
- Face-to-face
- Distance learning available (on request)
- Registration 1 week in advance
Target audience and prerequisites
Hotel, restaurant and events personnel.
- General public
NO PREREQUISITES
Teaching methods
Individualized training.
Active and participative teaching methods with course application:
- Setting the scene
- Indoor quiz
- Case studies
- Training support documents projected in the classroom
- Access to a digital space dedicated to training
Certification validation
- Assessment of skills by MCQ
- How to obtain the “Butler Academy” internal certificate: 70% of answers must be correct to validate the certificate.
- At the end of the training, a certificate will be given to the beneficiaries specifying the nature, skills acquired and duration of the training.
Our key figures
Trainees trained in 2022
Abandon
Successful completion of WSET
Hours of training provided in 2022
Up-to-date website
The trainers
Sarah Z. : Handicap Referent
Tel: 07 68 44 27 23 / 01 88 61 78 95
Mail: accueilPSH@butler-academy.com
Sarah welcomes and accompanies all people with disabilities.
For any request to adapt our training offer, she will be at the heart of the organization and the link with our partners and referents dealing with the subject of disability.
Samuel G. : President
Tel: 01 88 61 78 90
Mail: commercial@butler-academy.com
Samuel answers all questions relating to company organization, accounting and suppliers.
Aurélie R. : Training Manager
Tel : 01 88 61 78 95
Mail: contact@butler-academy.com
Aurélie and the training referent for trainees, manages, companies and trainers.
She listens to everyone’s feedback and problems, and makes every effort to propose appropriate content.
CONTACT US
BUTLER ACADEMY - HOTEL TRAINING
Our headquarters
7-9 rue Paul Barruel 75015 PARIS
Contact education department
Email: contact@butler-academy.com
Telephone: 01 80 91 61 82
Fax: 01 80 91 60 75