With a 24/7 work culture, there is tremendous pressure on an organization’s services to meet guest expectations. Here, guest satisfaction decided by the organization is not sufficient. The need of the hour is the ‘wow’ factor, which is rated experientially by the guest themselves.
Guest feedback surveys tracked electronically by organizations or via online tracking through social media, etc. assist them in sensing the pulse of their guests, but the ‘wow’ factor must still come from the employee working within the organization.
The objective of this workshop is to empathize with our guest; to develop skills and a mindset change to meet and exceed guest expectations and to also understand the importance of the internal & external customer and its relevance in a highly competitive business environment.
Through a series of case studies and role-plays, Hospitality Paradigm facilitates a two-day workshop on Guest Delight as a proactive approach to Guest Service Recovery, wherein the participants understand how this eventually leads to establishing trust and credibility with their guests.