An endemic lack of confidence in Cambodia means that hotels in the country can struggle to achieve the level of service and guest engagement expected by international business and leisure travellers. This lack of engagement in the tourism industry is often and unfairly interpreted by guests in reviews as staff being “rude” or displaying a “bad attitude”.
We have devised a unique range of training activities especially for the Cambodian hospitality & tourism sector which results in higher levels of associate confidence, increased guest interaction and engagement, as well as increased revenue through more upselling and cross-selling.
Our international hotel clients often take these workshops as a training series, but you are welcome to “cherry-pick”, according to the needs of your team. These workshops are also ideal as a training program for a hotel’s pre-opening phase. A package price is available if 4-5 workshops are booked as a series.
Confidence & First Impressions
Confidence runs through everything we do in our hospitality & tourism training and it’s where we like to start. We use public speaking as a tool to build confidence and increase levels of self-belief. Staff are asked to prepare a 3-5 minute speech about themselves in preparation for the day.
This workshop is most successful when conducted in a smaller group of 8-10 staff. If we are working with a larger group of approximately 20, then the group splits into two for what is usually the first in a series of workshops. Once “Confidence & First Impressions” has been held, the two smaller groups then merge for the remainder of their guest service training.
Guest Expectations & Service Excellence
Take your service offering to the next level by having your service team step into your guests’ shoes. We use empathy to help Front Office, F&B and Housekeeping staff understand your guests’ expectations and how to beat them. This is one of the keys to service excellence, which is reinforced through roleplays and breakaway group work, while we also cover upselling and cross-selling.
Encourage your associates, team-leaders and supervisors to take full ownership of their positions, by equipping them with the skills they need to fully understand their areas of responsibility and what it means to work smart. This is particularly important when occupancy rates are high and you need an engaged and dynamic service team.
Problem-Solving & Effective Communication
Improve the problem-solving skills of your associates, team-leaders, supervisors and junior managers, while also ensuring that they know how to keep a guest updated throughout the resolution process. Decision-making skills are also enhanced. This workshop also helps strengthen confidence, so that staff embrace mistakes and see them for the lessons they are. This workshop is roleplay-heavy, with typical guest complaints and difficult situations all dealt with.
Guest Engagement – Basic
Most hotel staff lack confidence when it comes to guest interaction and guest engagement because they just don’t have the English language skills. They also don’t have the necessary conversation skills to be able to carry a short conversation with a guest. This workshop gives them those skills, while also looking at greetings and expressing product knowledge for those with only basic English.
Guest Engagement – Intermediate
For those with a more intermediate level of English, or those who have successfully completed “Guest Engagement – Basic”, we take it all a step further, with a look at how to make recommendations and suggestions, as well as reinforcing sales skills and how to handle complaints. This workshop is ideal for team-leaders, supervisors and junior managers who are in guest-facing roles. If this workshop is the last in your Guest Service training series, then it also provides us an opportunity to recap the series’ main points.