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