Rahe Hospitality Services

"Servicio Excelente!"
[En Español]

Overview: Servicio Excelente! is designed for those employees who learn easier in the Spanish language. Servicio Excelente!, an entertaining, interactive customer service training program, helps hospitality employees gain confidence in interacting with guests while learning important service skills.

Content:
Warm-up Exercise: What is "Servicio Excelente"?
Tips: The Ten Keys to "Excellent Service"
Video Scenario: Discussing Body Language, Attitude, Handling Difficult Situations
Exercise: How our Attitudes / Stereotypes Affect the Service We Give
Case Study / Role-play: How Can We Turn This Negative Situation Positive?
Discussion: How Does Tourism Benefit Me?
Tips: Answering Guest Questions and Giving Great Directions
English Phrases: Commonly Used Expressions in the Hospitality Industry
Exercises: "Positive Speak" - Better Ways to Say...
Discussion: How We Communicate Through Our Body Language
Tips: Winning Telephone Skills and Etiquette
Tips/Demonstrations: How Do We Best Serve Our International Guests?

Length of session: 2.5 hours

Training Materials: Workshop Guide with tips / exercises, and certificate of completion.

Methodology: Interactive with much audience participation. Session combines service tips with pairs practice, video scenarios, small group exercises, and skill-building activities.

Presented by: Rahe Hospitality Services (303)722-1608, fax (303)722-1692