REGIONAL LEADERSHIP DEVELOPMENT PROGRAMMES – SLIM DUBAI OPERATIONAL PROGRAMS
SUGGESTING SELLING, UP-SELLING & CROSS-SELLING
HANDLING & RESOLVING GUEST COMPLAINTS EFFECTIVELY
LEADING LOYALTY THROUGH GUEST ENGAGEMENT
- Learning and understanding up-selling, suggestive selling and cross-selling. - Identifying sales opportunities based on - guests’ preferences. - Steps to up-sell/cross-sell/suggestive- sell
- Defines what makes Loyalty. - Loyalty Vs Rewards Programs - The Golden Circle by Shangri-La - How to build loyalty among guests. - Being a loyalty advocate.
- The value of guest complaints - Using complaints to improve service - How to handle guest complaints - The psychology behind guests’ complaints
OBJECTIVES
OBJECTIVES
OBJECTIVES
Front of the guest colleagues.
Front of the guest colleagues.
Front of the guest colleagues.
AUDIENCE
AUDIENCE
AUDIENCE
Pre-Work: 30 minutes 6 hours.
Pre-Work: 20 minutes 4 Hours.
Pre-Work: 20 minutes 4 hours.
DURATION
DURATION
DURATION
• Increase up-sells/cross-sells
and
• Increase problem solving resolution. • Increase complaint handling capability.
• Increase Golden Circle enrolments • Increase repeated guests.
suggestive-sells performance. • Increase guest satisfaction through effective profiling. Designed by: Gaurav Bhatkar– L&D Manager Shangri-La’s Le Bangalore, India Facilitated by:
R.O.I
R.O.I
R.O.I
Designed by: Anista Buldan – L&D Manager Shangri-La’s Le Touessrok Resort & Spa, Mauritius Facilitated by:
L&D Managers / Directors at property.
FACILITOR
FACILITOR
FACILITOR
L&D Managers / Directors at property.
L&D Managers / Directors at property.
Our Business, Our Guests
Our Guests
Our Business, Our Guests
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