Customer for Keeps: Providing Exceptional Guest Service

Program Duration: 02 days – 16 hours

Maximum No. of Attendees: 30 participants

Location: Dubai, UAE.

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Guest Service and guest satisfaction are the keys to every property’s success. Understanding this statement is one thing; effectively and consistently providing exceptional guest service is another.

Properties that can successfully define EXCEPTIONAL GUEST SERVICE and show the value provided through service will exceed their guest’s expectations.

 

Program Objectives

 

After participating this session, attendees will be able to:

 

  • Explain factors affecting guest service in today’s marketplace.

  • Calculate the cost of guest dissatisfaction.

  • Describe techniques for motivating and empowering employees to provide excellent guest service.

  • Identify specific elements of communication that have a direct impact on the quality of guest service

  • Identify and increase opportunities for positive interaction with guests

  • Develop service strategies for managing guest service.

 

MODULE LEADER

Adel Shokry Seif El-Nasr

Director of Operations - B Host Services

Bachelor of Tourism & Hotels - 1981

 

Specialization:

  • Food & Beverage Management

 

Certifications:

  • ACI, Accredited Certification Instructor - July 15, 2002 - AH&LA

  • CHT, Certified Hospitality Trainer – July 31, 2002 - AH&LA

 

Achievements:

  •  South Sinai Program Manager - US AID – Egypt Tourism Cluster Workforce Development Program(ETWDP)

  •  Team Leader of establishing B&G company's SOP

  •  Founder of B&G F&B manual & its SOP's

  •  Founder of B&G Water Management manual & its SOP's

  •  Founder of AQUATICO Water Park Manual & its SOP's

  •  Opening team member of Calimera Habiba Resort - Marsa Alam, April 2006

  •  Opening team member of Laguna Vista Garden Resort – Sharm El-Sheikh, November 2008

  •  Team leader of ISO Certification of Laguna Vista Beach Resort – Sharm El-sheikh, February 2010, and its renewal on January 2013

  •  Opening team member of Sentido Beach Resort & Aquatico Water Park – Marsa Alam, March - April 2013

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