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ProFormalys > Hôtellerie - Restauration > Hospitality training in English

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  Paris, Lyon, Lille                                            dates  

HR005 Hospitality training in English
formations (moins) OBJECTIFS DE LA FORMATION
This course will teach people working at the front office, reservation and guest services how to create a positive guest impression when dealing with clients who communicate in English.
You will improve your ability to manage everyday situations i.e.: reservations, check-in, selling your services, complaints, giving directions and checking-out etc. to maximize customer satisfaction and improve your overall success.
These new skills will improve your confidence when working in English.
formations (moins) PROGRAMME DE LA FORMATION
What you will learn
To be operational in English in your role at the hotel or restaurant
Perfect your communication skills when dealing with guests who speak in English
Understand the expectations international guests have of hotel staff and service
Practical approach to manage inquiries, give clear directions and deal with complaints with your guests
Persuasive language and techniques to sell your services at your hotel
Replace “Franglais” with powerful English words and phrases
The “5 Step Selling Technique” to sell your products and services at your hotel
Maximise your personal impact and improve your self-confidence when dealing with guests
Course structure: two-day workshop in English
Understanding the expectations of international guests when dealing in English
Day One : Telephone Hospitality Techniques
Inquiry calls
Skill practice
Reservations
Skill practice
Converting Inquiry Calls into Sales
Practical exercise
How to sell your hotel services and products
Knowing your Product and Services
Skill practice
The “Five Step Selling” technique
Skill Practice
How best to respond to typical guest inquiries
Skill practice
How to respond to a cancellation
Skill practice
Day Two : The Face to Face experience
Inquiry calls
Skill practice
Reservations
Skill practice
Converting Inquiry Calls into Sales
Practical exercise
How to sell your hotel services and products
Knowing your Product and Services
Skill practice
The “Five Step Selling” technique
Skill Practice
How best to respond to typical guest inquiries
Skill practice
How to respond to a cancellation
Skill practice
How to make a great first impression “The first 30 seconds”
Checking-in: the essentials
Skill practice
How to up sell your services
Skill practice
How to manage Tourist enquiries
How to give clear directions
Skill practice
How to manage Customer complaints
Skill practice
How to leave a lasting impression during “check-out”
Checking-out: the essentials
Skill practice
formations (moins) PERSONNES CONCERNEES
Tout personnel d’accueil en hôtel – restaurant.
formations (moins) PRE REQUIS
Pratique de l’anglais.
formations (moins) LE FORMATEUR
Très expérimenté en formation de personnels pour l’hôtellerie-restauration.
formations (moins) METHODES PEDAGOGIQUES
The course is highly dynamic and interactive with many practical exercises.
Practical exercises are based on “real life” situations to maximize effectiveness of new skills.
Suitable for those wanting to perfect their skills as well as those who are new to speaking in English in their job.
Participants need only an intermediate level of English.
Training will be done in English.
Consultant is completely bilingual.
These techniques can be applied immediately.
Course booklet given to each participant.
formations (moins) DUREE ET TARIF
Durée : 2 jours.
Intra entreprise. Lieu de formation : dans la ville de votre choix.
Inter entreprises à Paris, Lyon, Lille, Lisieux. Tarif par personne : 1 050 € H.T.

Les prochaines dates de la formation HR005 : Hospitality training in English
Du  12  Novembre  2019  au  13  Novembre  2019
Du  14  Janvier  2020  au  15  Janvier  2020
Du  08  Avril  2020  au  09  Avril  2020
Du  08  Juin  2020  au  09  Juin  2020

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