In Bob Brown’s power-packed interactive session, learn how to Build your Hospitality A-Team, Word to Lose and Words to Use, Turn Complaints in to Wows and deliver Dazzling Service, and teach and coach your team members to be hospitality heroes.
Bob’s tools and techniques have been incorporated into the cultures of industry leaders Marriott; Disney; Waldorf Astoria; Four Seasons, Hilton; Jumeirah, including the iconic Burj Al Arab in Dubai; Nordstrom; Viceroy; and the Morgans Hotel Group.
In this session, you’ll takeaway how to:
1. Build Hospitality Heroes: Hire, train and retain top performers to possess knowledge, enthusiasm, empathy, a planned approach, technical excellence and the ability to read and respond to cues.
2. Words to Use—Words to Lose: Learn the art of Respectful Phrasing.
3. Turn Complaints into Opportunities to Build Lifetime Guests: Turn negative social media reviews into wows. Learn how to listen, empathize, apologize, react and thank. Let the guest know you’re on their side. Turn guests into lifetime advocates.
4. Create Dazzling Service: Since companies like Zappos,
Disney, Nordstrom and Ritz Carlton have raised the bar, and guests have higher expectations. Learn how to deliver educational, entertaining and engaging service to get a perfect “10” on the service report card.
5.Explore Hospitality Champion’s Best Practices: Learn how both high end as well as quick serve icons like Ritz Carlton and Chic fil A build cultures that create extraordinary guest experiences.
6. Execute the “What, How, Why’ Coaching Technique to:
- Stay in the adult voice
- Be specific, keep it simple, lower stress
- Be direct and respectful; avoid being a "seagull manager"
- Role-play and explain the technique
