• Master greetings and introductions.

• Describe staff roles and responsibilities.

• Utilize descriptive vocabulary for basic hotel items and procedures.

Building a strong foundation for clear communication within the hotel team.

• Respond effectively to common requests from staff members.

• Deliver clear instructions to both colleagues and subordinates.

• Describe work quality using performance-oriented language.

Equipping managers with the skills to provide clear instructions, manage employee interactions, and foster a positive work environment.

• Effectively communicate standard hotel policies to employees.

• Guide teams on setting SMART goals (Specific, Measurable, Achievable, Relevant, Time-bound) for personal and departmental success.

• Manage employee complaints and self-advocacy conversations constructively.

Empowering managers to ensure all staff members understand and adhere to hotel policies, while promoting collaborative goal setting and effective conflict resolution.

• Describe hotel procedures clearly to guests.

• Handle advanced customer interactions with confidence.

• Provide thorough responses to guest requests for services and amenities.

• Offer insightful recommendations for activities within and around the hotel.

Refining managers’ ability to connect with guests, address their needs effectively, and enhance the overall customer experience.