Samantha Irwin’s Post

The online landscape burgeoned during the Covid-19 pandemic, prompting continued demand for virtual training in various industries. I had the honor of conducting a customer service training for Ninehearts, renowned for its expertise in paper and photographs. In my teachings, I emphasized the critical role customers play in business success, declaring them the sovereign force in any enterprise. Understanding the nuances of the 21st-century customer is key to effective service delivery. I highlighted that, ultimately, it is the human touch that creates exceptional service experiences, surpassing the impact of products, packaging, or ambiance. This philosophy is encapsulated in a powerful slogan adopted by a prominent hotel: "We, ladies and gentlemen, serve ladies and gentlemen who grace our establishment." Can you guess the name of the hotel?

Scenarios rock for training hotel staff because they let folks dive into real-life situations. It's like a practice round where they can sharpen their problem-solving and customer service skills. - - I’m Laura, and I’m on a mission to help independent hotels maintain top-tier standards ♻️ Repost if you found this helpful 🗣️ Join the conversation in the comments  💬 DM me to find out how I can revolutionise frontline staff performance #hospitality #hoteltraining #microlearning

🌟 Unlocking New Opportunities in Hospitality! 🌟 As a college student deeply immersed in Hospitality Management, the journey from classroom theories to real-world applications always fascinates me. Especially, when I earned my Certificates of Completion in Table Service and Office from eTESDA, the doors to understanding behind-the-scenes operations swung wide open. What amazes me is how a seamless blend of teamwork, creativity, and multitasking can elevate customer experiences. Whether it’s a meticulously laid table or efficiently managed front desk operations, every detail counts! Are fellow hospitality enthusiasts seeing similar trends in your experiences? How do you bridge the gap between education and actual industry demands? #HospitalityManagement #Teamwork #CustomerService #EducationToIndustry

In the hospitality industry, two crucial concepts are often conflated: hospitality and service. While related, they require distinct skill sets and mindsets. Hospitality: • Providing a welcoming and comfortable environment • Caring for people who may have a wide variety of needs • Promoting good customer relationships • Leaving a positive impression on customers Service: • Providing assistance and support to customers • Helping customers know what to expect • Ensuring customers get the right product or service for their needs • Resolving any issues or complaints they may have In the Southern African context, where training is crucial, empowering your team with a deep understanding of hospitality and service, as well as the distinction between the two, is essential for effective job performance. Do you agree?

I have great news about your business and delivering Superhero level service 👇🏻 I often get asked how we are able to deliver consistent service at my different locations no matter the team member. The answer is that we are relentless with our service training. For you it can't be a 10 minute chat when we first hire someone. For you it can't be a one a quarter hire an consultant to train your team. It's putting effort and priority to leveling up your service. But the good news is that there is no reason you can't be the Ritz Carlton of your industry. It doesn't take $$$$. It takes focus.

In a dynamic environment as the Hospitality industry, staff training and development are crucial. Hospitality businesses should invest in continuous training and retraining to ensure their employees can 👍Adapt to new technologies 👍Provide exceptional customer service, and 👍Handle evolving guest needs and complaints. Empower your #Team for an outstanding performance. #serviceedge #training #team #hospitality

For me, hospitality is about making a difference. In true hospitality fashion, there are so many ways we can make a difference when we care about each other and how we make each other feel: A smile. A warm eye contact. A kind word. A space to listen. An unexpected gesture. A compassionate response. A helping hand. I'm smiling typing this in gratitude for years spent in glorious hospitality. If your team needs help to tap into the joy of hospitality, please let me know. I run a workshop and a course that provide tools to cultivate hospitality daily, especially how to ignite it when this 'feel good factor' is slow to kick in. We celebrate the magic and wonder of hospitality for the benefit of everyone on the team and their customers/guests. #hospitality #training #joyofhospitality #smile ------------------------------------------------------------------------------- LaSA is a skill-based project that equips you and your team with the tools to manifest natural hospitality, listen effectively, and provide feedback with compassion. These skills are not only valuable in our work but also in our personal lives. Remaining deliberately skill-oriented, LaSA is designed to seamlessly align with any training you or your team have received or may receive. This ensures a comprehensive and cohesive learning experience for all.

5️⃣ Continuous Training: As we continue to highlight the factors for hospitality growth, below are the topics we have discussed so far; ✏️ Team Empowerment ✏️ Personalization ✏️ Prompt Response ✏️ Need Anticipation Incase you missed any of the above topics, kindly click on my profile to catch up on these topics. We continue with Continuous Training and it's impact on the growth of hospitality business. In hospitality industry, it is the people that make up the organisation and by this are it's main PRODUCT(Staff and Guest). Hire the right people, give them excellent guidelines and Training, give them supportive and healthy working environment which will empower the STAFF to take responsibility for decision making for the GUEST benefits Invest in ongoing training and development for your customer service team to hone their skills, keep it sharp and up-to-date. This ensures that they are well-equipped to handle any situation and provide expert assistance. The overall goal is to create an atmosphere where guests feel valued, appreciated, and welcomed, which can lead to greater customer loyalty and repeat business that grows your business. #exceptionalguestservice #serviceedge #training #hospitality #growth

Application letter. Behavioral: Can you describe a time when you had to handle a difficult guest? How did you manage the situation? Can you provide an example of a time when you had to work as part of a team to achieve a goal? when you had to handle a difficult customer. How did you resolve the situation? How do you manage stress in a fast-paced environment?  Credentials/skills: What hospitality management skills have you developed during your studies that you believe will benefit this role?  How has your academic experience prepared you for the operational aspects of hospitality management?  What steps do you take to ensure compliance with health and safety regulations in a hospitality setting? How do you ensure that you are providing excellent customer service?

UPLIFT HOSPITALITY CRAFT - THE ART OF EXCEPTIONAL SERVICE!    Our recent Customer Service Training has polished our associates skills to perfection!   In the symphony of exceptional hospitality, effective communication is our first note - where clarity reigns supreme, and listening is our secret magic. Moving to the next verse, empathy and hospitality create a melody of heartfelt connections and warmth, turning every interaction into a memorable tune. The rhythm of efficiency and timeliness follows, ensuring swift service without compromise and respecting the golden moments of our guests' time. As we reach the crescendo, masterful problem resolution takes the spotlight - challenges are not obstacles but stepping-stones to turning frowns upside down, transforming them into delightful opportunities.   The training chapter is closed, but the legacy of exceptional service continues!    Crafting Moments, Building Memories - Our Hospitality, Your Experience!   #HospitalityHeroes #ServiceMasters #CustomerFirst #CraftingExcellence