Workshops for April

In addition to TMG’s current customer service workshops and the four social media sessions to attend, we also offer the next couple of workshops in April:

Create your own hotel wheel

We get creative in April and create our own hotel wheels. This is the process that keeps a hotel going – from security checks at the gate, reception, porters, room and restaurant service, through to guest feedback and departure. This process becomes quite intricate when you spend some time thinking about it – it might even end up looking more like the inside of a watch with all the different departments interlinking with each other. This is a great exercise to do with staff that needs to understand the inside of your business.

Create your guesthouse / hotel / restaurant’s own customized customer journey map

While the hotel wheel mainly focuses on the different departments of your business and how they interlink with each other, the customer journey map focuses on the customer’s journey through these different departments. The customer journey map teaches you more about your customers, including different target markets and their expectations, as well as your establishment’s shortcomings and what you should focus on to exceed customer expectations.

(Don’t forget that Travelling Mystery Guest specializes in customized customer journey evaluations. Contact Renate for a quote on enquire@travellingmystery.co.za / 082 336 1562).

Identify problem areas within the hospitality and tourism industry in South Africa

No industry is without problem areas – the same with the hospitality and tourism industries of South Africa. We look at some problem areas that TMG has encountered and identified and brainstorm about it. This session is mainly to see where the industry is lacking and what keeps it from exceeding its customers’ expectations. Come with an open mind, a pen and paper and let’s get to it.

Identify solutions to the problem areas in our hospitality and tourism industry

This is a follow up session to the one above. During this session we will brainstorm and discuss different solutions to the problems we’ve identified. From small things within your own organization to bigger things within the industry – we cover it all.

Book your workshop with Travelling Mystery Guest today – we come to you! Contact Renate on 082 336 1562 or enquire@travellingmystery.co.za. You can also follow her on Twitter (@TravellingMG and @RenateTravel) and Facebook: Travelling Mystery Guest. Also find TMG on LinkedIn, Google+ and Pinterest.

For more workshops, have a look at our list of workshops here: TMG Slideshare

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Upcoming Travelling Mystery Workshops

TMG Workshops for April

TMG Workshops for April

With April slowly, but surely approaching, Renate is planning some really fun, interactive workshops for you and your staff. Here are the topics to look forward to in April:

1.       Creating your own hotel wheel

In this workshop you will learn how to identify the different touch points between hotel staff and guests. It is ideal for managers and lower level employees as you will be able to understand the complete customer journey and the different areas of interaction where you have an opportunity to engage and impress. Bring pencils, paper and creativity and let’s roll out the hotel wheel!

2.       Creating your own customer journey map

In addition to the hotel wheel, we also learn a bit more about the customer’s journey. We identify different target markets and their different touch points. We also identify areas which might need some attention within the customer’s journey, and some advantages and opportunities we might have missed in between. This is a great way to review your customer service delivery and current engagement with guests. The workshop will assist you to take a look at things from another angle – put your thinking caps on and let’s think outside the box for a while.

3.       What are the customer service issues in SA’s Hospitality Industry?

Take a look at the different challenges faced in South African hospitality with regards to customer service. Renate gives you an outline of Travelling Mystery Guest‘s observations and experiences, after which some interactive brainstorming and discussions will guide you to ideas and solutions to overcome some of the customer service challenges you face within your hotel, guesthouse or restaurant.

4.       How to increase customer service in South Africa

This is a follow up on the workshop above, looking at case studies and research done on the customer service challenges faced and considering possible solutions and the outcomes thereof. This workshop will also give you some tools to use with regards to staff management and training, as well as establishing a feeling of loyalty and trust among all staff members within your hotel, guesthouse or restaurant structure.

Remember that Travelling Mystery has made it easy for you by presenting these workshops at your establishment. For bookings, contact Renate on 082 336 1562 / enquire@travellingmystery.co.za.