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Happy Valley Hotel Staff and Management Receive Training from Sam Hospitality

 

 

Management and Staff at Happy Valley Hotel & Casino received training from Sam Hospitality. Happy Valley Hotel is located in the Ezulwini Valley in the Kingdom of Eswatini. This stunning hotel and casino boasts more than 100 rooms, restaurants, conference venues and other facilites. Before the training, Sam Hospitality first went to the hotel for the mystery shopper program, which helped identify problem areas. The training was focused on service excellence. 

 

Service Excellence Training

The service excellence training covered the following:

• The customer as a source of revenue

• The impact of the customer to the hotel

• Guest satisfaction

• Annoying habits

• Providing anticipatory service

• Maintaining excellent customer care

• Company and guest confidentiality

• Personal presentation

• Personal development

• Greeting of guests

• Promoting of facilites and services

• Effective communication

• Dealing with customer complaints

• Do's and dont's in customer complaints

• Referring guests

 

Management Training

The management training included the following:

• Customer satisfaction and communication

• Cultural consideration

• Interpersonal skills

• Building a professional rapport with relationship with guests, staff and suppliers

• Supporting surbodinates

• Monitoring customer satisfaction

• Customer feedback

• Dealing with customer requests

• Providing information

• Maintaining effective working relationships among other staff members

• Maintaining effective channels of communication

• Improving internal communication

• Dealing with staff members in a polite and helpful manner

• Dealing with individual characters

• Welcoming new staff

• Conflict management

• Fulfilling areas of responsibility

• Dealing with obstructions and interruptions

 

  

 

Sam Hospitality is the first choice training provider for hotels in South Africa. We provide training on-site countrywide and in other countries. If you would like training for your hotel staff, please contact us today.