Creating a Positive Environment in Hospitality

Hospitality is fiercely competitive, and customers increasingly demand high levels of customer service. If customers don’t enjoy their experience, they often turn to social media to air their feelings. Creating a great first impression is vital, but so is the ongoing experience.

The module focuses on enhancing customer service by fostering effective communication and positive interactions in hospitality settings. It is designed not only to support front of house teams to create an engaging and welcoming atmosphere for customers but also for back-of-house teams, emphasising the importance of a cohesive and supportive work environment that reflects positively on customer experiences.

Creating a Positive Customer Environment firstly sets the scene by exploring The Art of Communication. The balance between the words we say, the tone of voice and body language all adds up to creating a positive or a negative impression including with written communication. Using the principle of the Behaviour Cycle, the effect of negative and positive behaviours are explored, highlighting we are customers to each other and creating positive teamwork which customers will feel … a positive business environment. The professional best practice standards for achieving The Hospitality Welcome and Goodbye are introduced which apply the positive behaviours and yes, we do discuss the importance of smiling!

An end quiz ensures key points are retained and there is a downloadable action plan.

Key benefits:

• Identify own behaviours to improve or not use!
• Become more aware of how their behaviours and responses make customers feel
• Be more aware of wording in e mails and messages
• Be more aware to control negative responses and reactions Are able to choose their behaviour and responses to increase positive communication
• Remember all team members back and front of house are customers to each other
• Think … smile
• Be aware of acknowledging customers immediately
• Remember to listen to customers in order to give accurate information
• Remember to say goodbye to all customers