Objectives:

• To develop an understanding of the importance of reputations and managing guest expectations.
• To develop an understanding of perceptions and judgements and how we influence ourselves and others.
• To develop an understanding of handling customer complaints, effective team work and ‘Staying in Role’.  

Target Audience: All employees.  

Course Overview:  

• Whose reputation is it anyway?
• Managing guest expectations
• Humans are like onions – judgements
• Non-verbal communication
• Customer complaints
• Team player
• Staying in role