how do i teach social skills to people in hospitality?

Question

i want to take a training session on social skills for the people in a hotel.What all should i cover and how to start

Answer 1

First of all call it customer service skills. A few people might take major offense if you said ok you all need to take some social skills training.

Teach them to be polite to the customer, no matter how rude the customer is to them. That's on the phone, at the front desk, housecleaning, wait staff, bartenders bell boys to management. I know it's sounds silly you shouldn't have to teach people how to say please, thank you, excuse me , after you etc. However you'd be surprised who missed those skills.

Teach them that they should treat the customers the way they'd like to be treated themselves, the old do unto others as you would have them do unto.

Talk to them about enthusiasm and seeming like they actually enjoy dealing with the public. If they can't tell em to fake until they make it.

If they do something extra or a customer and treat that customer with kindness , generally they'll be treated the same way back by most people anyway.

But also teach them if they are being abused by the customer , they don't have to be . Report it to management and let management sensitize the customer. You may lose some business if the customer doesn't like it , but then you might gain more.

Answer 2

If you think your students honestly have abysmal social skills, customer service can't be taught first. You need to address:

- Non-verbal communication issues like body language and tone of voice
- Personal appeareance issues like daily baths, minimal perfume, appropriate clothes and appropriate hair/makeup
- Conversation skills. What is okay to talk about? What should be avoided? (For starters, sex, politics and religion should be off-topic)
- Intercultural norms - how the staff can adapt to make guests from Japan, the USA, Saudi Arabia and/or Brasil more comfortable. How are the cultures of your major clients different, and what do those customers expect in terms of staff behaviour?

After all that, you can get into customer service.

Answer 3

if you want to teach social skills, first you provide them hospitality