This course has been designed on the standards required by the most important audits of the high-end-luxury hotel sector and its objective is to enhance and reaffirm the quality of service that the staff in charge of the different departments that make up a hotel should have: Reception, concierge, F&B, floors.

The ability to have more attention to detail will be put into practice and that the workers who make up the hotel make a difference and generate a customer experience. The ability to adapt and resolve conflicts, excellent service, protocol, anticipation and, above all, efficient and excellent work to be prepared to work with maximum demands are also enhanced.

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Customer experience is the most important quality of a hospitality worker that companies look for.

 

Program:

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A) The quality department of the hotel.

a) Objectives and responsibilities

b) Tools

c) VIP treatment

d) Audits

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B) The reception and concierge department.

a) Reserve standards

b) Standards at check in

c) Standards in the concierge service

d) The wake up call

e) Check out

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C) The F&B department

a) Breakfast standards

b) Standards in the Restaurant menu

c) Standards in the buffet restaurant

d) Sommelier standards

e) Bar Standards