The following outline highlights some of the course’s key learning points. As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).
This program kicks off with a robust discussion about the role of the concierge or concierge team and how these people set the stage for successful business interactions. Participants will map a visitor’s journey and identify the opportunities where they can influence how guests feel about their organization.
Whether it’s making reservations, providing directions, taking a coat, offering water, or some other gesture of hospitality, first impressions are important. During this part of the course, we will talk about details that make the difference to visitors and how to perform a host of tasks in a way that says “you’re important, and we’re glad you’re here.”
Smiling, listening, and using “company manners” are some of the obvious actions hosts can take to put guests at ease. Knowing what to say and what not to say is a more complex piece of the puzzle. During this part of the course, we’ll review the idea of on-stage and off-stage behavior. We’ll also talk about developing an appropriate self-introduction, responding to questions from visitors, and knowing what and how much to share.
This part of the workshop reviews the importance of setting up meetings for a variety of functions, including small group meetings, sales calls, negotiations, and meals. Participants will learn which elements add to a meeting’s success and how to choose items that fit with the organization’s desired image. For example, does the organization use paper, plastic, or glass? Does it place pens and notebooks at each place when outside visitors attend? Does someone check to make sure that the tables are clean, the whiteboard is stocked with markers, and that requested equipment is in place and operational before each meeting? If desired, part of this segment can be devoted to drafting standard operating procedures for a variety of functions.
A member of the concierge team is often the last person with whom a guest interacts. During this seminar segment, we will talk about this final opportunity to make a positive impression and how to take advantage of it.
Whether you are a team of two or 20, working in sync is critical to taking care of guests and successfully representing your organization. This final portion of the program reviews the importance of teamwork and putting aside personality differences to get the job done.
At the program’s conclusion, participants will have an understanding of what it means to be a corporate host or hostess. From serving skills to staying calm in tense situations, those in attendance will come away from the session having a good sense of what it takes to produce a first-rate guest experience.
We offer training in the Onsite Training LocationsDistrict of Columbia and the following US states: Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
We also travel to Africa, Australia and New Zealand, Asia, Canada, Central America, Continental Europe, the Middle East, and the United Kingdom.
Thank you for yet another great presentation. Myla was wonderful and our team really appreciated the opportunity to work with her.
Quality Manager, Northern Valley Indian Health
Laurie McIntosh brings her personal experience into the training which was invaluable.
Admin, Longwood Gardens
Thomas Farley’s facilitation of the storytelling module was very engaging and effective. He started the session telling his own story. He asked participants to share their stories, and he respectfully critiqued them using this technique as a teaching tool.
Lockheed Martin RMS