Customer Service Fundamentals for Hospitality

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Sara Odorisio and CRFT Productions

55:10

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01 - Customer Service Basics

01 - Customer service fundamentals.mp4

01:40

02 - 1. Delivering Excellent Hospitality Service

01 - What is excellent customer service.mp4

03:21

02 - How guests benefit from excellent service.mp4

01:29

03 - Benefits of delivering excellent service for you.mp4

01:52

03 - 2. How to Make a Great First Impression

01 - Why do first impressions matter.mp4

01:45

02 - Impeccable appearance and open body language.mp4

02:04

03 - Open body language with customers.mp4

03:14

04 - Well-maintained workplace.mp4

02:10

05 - Having a confident voice.mp4

03:25

06 - Positive language toward customers.mp4

04:15

04 - 3. Building Rapport in Hospitality

01 - What is rapport building and why is it so important.mp4

01:30

02 - The basics of rapport building.mp4

04:00

03 - Offering personalized service to customers.mp4

03:26

04 - Finding common ground with customers.mp4

03:05

05 - Understanding when a guest is not up for small talk.mp4

03:38

05 - 4. Assisting Guests

01 - Handling guests inquiries.mp4

04:40

02 - Escalating customer inquiries.mp4

04:33

03 - Suggesting alternatives when a service is not available.mp4

03:30

06 - Conclusion

01 - Putting your hospitality customer service skills into practice.mp4

01:33

Description

Discover the essentials of exceptional customer service in this in-depth course with hospitality trainer and customer service leader Sara Odorisio. Explore the inner workings of top-tier customer service, its core principles and current best practices, and the most important skills required for building a successful career in the industry.

Sara outlines the personal qualities of first-rate hospitality professionals including impeccable appearance, open body language, confidence, workplace cleanliness, authenticity, and positive communication. Along the way, you’ll learn about the basic dynamics of rapport building, from offering personalized service experiences to finding common ground with customers and recognizing when it’s time to give a guest more space. By the end of this course, you’ll be prepared to tackle challenging inquiries with poise, providing alternative solutions, escalating requests when necessary, and putting your new skills into practice out on the floor.

Note: This course was created by Sara Odorisio and CRFT Productions. We are pleased to host this training in our library.

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Sara Odorisio and CRFT Productions

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Linkedin Learning

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LinkedIn Learning is an American online learning provider. It provides video courses taught by industry experts in software, creative, and business skills. It is a subsidiary of LinkedIn. All the courses on LinkedIn fall into four categories: Business, Creative, Technology and Certifications. It was founded in 1995 by Lynda Weinman as Lynda.com before being acquired by LinkedIn in 2015. Microsoft acquired LinkedIn in December 2016.