OPERATIONAL PROGRAMMES
HANDLING & RESOLVING GUEST COMPLAINTS EFFECTIVELY
F&B UPSELLING
BACK TO BASICS
Learn the basics of the department Understand the SOP’s and tasks in each role
•
Using Complaints to improve service
•
Learn the principles of upselling and techniques used Apply the upselling techniques withing the outlets
•
•
OBJECTIVES
How to handle guest complaints
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OBJECTIVES
OBJECTIVES
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Steps to handle guest complaints
•
All Colleagues
Front of House Colleagues
All F&B Colleagues
AUDIENCE
AUDIENCE
AUDIENCE
3 Hours
Depending on each department
2 Hours
DURATION
DURATION
DURATION
Upsell and generate more revenue as well as to increase the upselling targets and motivate colleagues with a specific incentive
•
Increase level of understanding and productivity leading to better service and revenue
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Increase problem solving solution
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Increase complaint handling capability
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R.O.I
R.O.I
R.O.I
L&D & HOD
General Manager & L&D Team
L&D Team
FACILITATOR
FACILITATOR
FACILITATOR
10
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