This program is designed to raise the level of customer service in the tourism and hospitality industry through the development of core customer service skills. Superhost provides participants with the skills and attitudes to “wow” customers, enhances communication within your organization, encourages pride and professionalism in your community and makes visitors feel welcome.

Program at a Glance

1. Hello, Welcome to…
   
   
   • Using and remembering names
     
   • Making conversation
     
     
2. Working Towards “WOW”
   
   
• First impressions
  
• How to make your first impression a positive one
  
• Business that “wow”!
  
  
3. How Effective is Your Communication?
   
   The communication process
   • Giving clear direction
     
   • Professional telephone techniques
     
     
4. The Power of Listening
   
   
   • I’m the nice customer who never comes back
     
   • Why handle customer complaints
     
   • Effective listening skills
     
   • Empathetic listening Skills
     
   • The art of service recovery
     
     
5. Tourism – It’s Everybody’s Business
   
   
   • The value of tourism
     
   • Out and about in your community
     
   • Out and about in Ontario
     
     
6. Now It’s Up to You
   
   
   • Five key commitments
     
   • Going the extra mile

Who Should Attend

• Front line staff
  
• Middle Management

Session Details

• One (1) day session (7 hours)
  
• Groups of 15-20 participants
  
• Interactive format
  
• Take-away manual
  
• Certificate of Recognition and lapel pin presented upon completion

Contact us to book your session!