Customer Service Training & Certification Courses


Guest Service Professional

Introduction:

Throughout this training, we will delve into the fundamental principles of guest service excellence and explore the various techniques to enhance guest satisfaction and loyalty. From effective communication and interpersonal skills to service recovery and problem-solving, we will cover a wide range of topics that are crucial for success in the field.
Our goal is not only to help you meet guest expectations but also to empower you to exceed them. We will delve into the art of personalization, going beyond the basics to deliver tailored experiences that leave a lasting impression. Additionally, we will discuss strategies for upselling, cross-selling, and building guest loyalty through recognition and rewards.

Targeted Groups:

  • Hospitality professionals.
  • Customer service representatives.
  • Retail and sales staff.
  • Event Planners and Organizers.

Course Objectives:
At the end of this course the participants will be able to:

  • Understand the importance of guest service excellence and its impact on customer satisfaction and loyalty.
  • Demonstrate effective communication and interpersonal skills to create positive guest interactions.
  • Handle challenging situations and resolve guest complaints promptly and effectively.
  • Apply problem-solving techniques to meet and exceed guest expectations.
  • Deliver personalized guest experiences by understanding preferences and customization opportunities.
  • Utilize guest profiling and data analysis to enhance personalization and create memorable experiences.
  • Identify opportunities for upselling and cross-selling to enhance guest satisfaction and revenue.
  • Foster guest loyalty through personalized recognition and rewards programs.
  • Create a culture of continuous improvement in guest service by implementing feedback and suggestions.
  • Demonstrate a guest-centric mindset and provide exceptional service in various industries and roles.

Targeted Competencies:

  • Introduction to Guest Service Excellence.
  • Going Above and Beyond.
  • Delivering Personalized Guest Experiences.
  • Service Recovery and Problem Solving.
  • Communication and Interpersonal Skills.

Course Content:
Unit 1: Introduction to Guest Service Excellence:

  • Understanding the importance of guest service in various industries
  • Identifying the key elements of exceptional guest service
  • Exploring the impact of guest service on customer satisfaction and loyalty
  • Developing a guest-centric mindset

Unit 2: Communication and Interpersonal Skills:

  • Effective verbal and non-verbal communication techniques
  • Active listening and empathy in guest interactions
  • Building rapport and creating positive first impressions
  • Handling challenging situations and diffusing conflicts

Unit 3: Service Recovery and Problem Solving:

  • Strategies for effective service recovery
  • Handling guest complaints and resolving issues promptly
  • Developing problem-solving skills to meet guest expectations
  • Anticipating and addressing potential service gaps

Unit 4: Delivering Personalized Guest Experiences:

  • Understanding guest preferences and customization opportunities
  • Enhancing personalization through guest profiling and data analysis
  • Creating memorable experiences through attention to detail
  • Engaging guests through tailored recommendations and surprises

Unit 5: Going Above and Beyond:

  • Understanding the concept of exceeding guest expectations
  • Identifying opportunities for upselling and cross-selling
  • Fostering guest loyalty through personalized recognition and rewards
  • Creating a culture of continuous improvement in guest service

Cairo (Egypt)
07 - 11 Jul 2024
3000 Euro
Boston (USA)
22 - 26 Jul 2024
5500 Euro
London (UK)
05 - 09 Aug 2024
5200 Euro
Online
11 - 15 Aug 2024
1500 Euro
Dubai (UAE)
11 - 15 Aug 2024
3900 Euro
Sharm El-Sheikh (Egypt)
18 - 22 Aug 2024
3500 Euro
Kuala Lumpur (Malaysia)
25 - 29 Aug 2024
3900 Euro
Kuala Lumpur (Malaysia)
08 - 12 Sep 2024
3900 Euro
Amman (Jordan)
15 - 19 Sep 2024
2900 Euro
London (UK)
16 - 20 Sep 2024
5200 Euro
Munich (Germany)
23 - 27 Sep 2024
4900 Euro
Barcelona (Spain)
30 Sep - 04 Oct 2024
4900 Euro
Cairo (Egypt)
06 - 10 Oct 2024
3000 Euro
Istanbul (Turkey)
13 - 17 Oct 2024
4200 Euro
Manama (Bahrain)
03 - 07 Nov 2024
3900 Euro
Istanbul (Turkey)
10 - 14 Nov 2024
4200 Euro
Amman (Jordan)
24 - 28 Nov 2024
2900 Euro
Paris (France)
02 - 06 Dec 2024
4900 Euro
Istanbul (Turkey)
15 - 19 Dec 2024
4200 Euro
Dubai (UAE)
15 - 19 Dec 2024
3900 Euro
London (UK)
23 - 27 Dec 2024
5200 Euro
Manama (Bahrain)
29 Dec 2024 - 02 Jan 2025
3900 Euro
Online
05 - 09 Jan 2025
1500 Euro
Lisbon (Portugal)
06 - 10 Jan 2025
4900 Euro
Madrid (Spain)
13 - 17 Jan 2025
4900 Euro
Sharm El-Sheikh (Egypt)
02 - 06 Feb 2025
3500 Euro
Geneva (Switzerland)
03 - 07 Feb 2025
5500 Euro
Casablanca (Morocco)
17 - 21 Feb 2025
3000 Euro
Cairo (Egypt)
23 - 27 Feb 2025
3000 Euro
Barcelona (Spain)
03 - 07 Mar 2025
4900 Euro
Kuala Lumpur (Malaysia)
30 Mar - 20 Apr 2025
3900 Euro
Barcelona (Spain)
31 Mar - 20 Apr 2025
4900 Euro
Vienna (Austria)
07 - 20 Apr 2025
4900 Euro
Milan (Italy)
14 - 20 Apr 2025
4900 Euro
Amsterdam (Netherlands)
21 - 20 Apr 2025
4900 Euro
Rome (Italy)
05 - 20 May 2025
4900 Euro
Online
11 - 20 May 2025
1500 Euro
Amsterdam (Netherlands)
12 - 20 May 2025
4900 Euro
Dubai (UAE)
25 - 20 May 2025
3900 Euro
Paris (France)
02 - 06 Jun 2025
4900 Euro

Customer Service Training & Certification Courses
Guest Service Professional (CS)

 

Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.