ABOUT THE HOSPITALITY JOURNEY
Looking for a Service Training or Hospitality Training? One of the most frequently asked questions from our customers: Can you deliver a service training for our team? Of course that’s possible. But whether it makes sense to put your team in a room for a day and talk about service and customer experience? We don’t think so. What happens: everyone always agrees with the importance of hospitality and a great customer experience. And everyone in the room truly believes that they themselves are already doing a great job in delivering an exceptional experience. Talking about some nice models, a few role plays and creating an action plan is not going to make a difference. Do you really want to improve the level of service and customer experience? Then let’s talk about behavioral change. Let’s talk about mindset. Let’s talk about leadership. Changing behaviour takes time. That’s why we offer a ‘hospitality journey’.
Hospitality IS ABOUT BEHAVIOR
Traineroo offers a Hospitality Training as a learning journey consisting of multiple touch points with the team. Spread over a period of 4-8 weeks. Very short and powerful ‘experience-based’ workshops, e-learning modules, reflection and feedback on behaviour, on-the-job coaching of team leaders on leadership in a hospitality environment, a concept for motivational team briefings and at least two mystery visits. We guarantee that customer experience in your organisation will get a huge boost. You know what, let’s measure the result…
Learn more about our (semi tailor-made) approach on hospitality & experience development? Have a look at the learning goals and hospitality journey topics. Or just contact us to discuss how we can bring the level of service and customer experience in your organisation to the next level!
Customer Experience is not a department. It is a philosophy to be embraced by every employee…
Working on (an even better) customer experience is a continuous process. Participating in our Hospitality Journey will be inspiring, reflective and educational for your team. We’ll guide them in 14 steps through an amazing journey in order to boost. engagement and customer experience. People are the experience. This also means that this training program is tailor-made. The steps and modules below can be adjusted in consultation. Please scroll down to have a look at what your team will experience during the Hospitality Journey. Any questions? Please reach out to us!
We discuss the learning objectives and final approach (learning journey) together. Based on the final journey, the team members receive a personalized invitation to the Hospitality Journey . In addition to some practical information such as dates, times and location, we also pay attention to creating context. Why a hospitality training (do we need it…)? What does this exciting journey entail? What are we going to experience and also: how can I prepare for this training?
We don’t just do this for fun. The Hospitality Journey has learning objectives. To make this program even more successful, we ask the participants to answer a few questions in advance. What did you think of the invitation, what is your point of view on the subject of customer experience? What is already going very well regarding service and customer experience? And which opportunities do you see for improvement? The trainer will use this input to prepare for the journey.
Customer experience is about perception. And always personal. What one likes, another may not like at all. A mystery visit will be conducted based on criteria and desired behavior we discussed in advance. A report is delivered of this mystery visit in which we provide insight into what is going well and where we could perform even better. A mystery visit always remains a snapshot. And therefore still relevant. After all: every visit by a customer or guest is a snapshot! The results of the mystery visit are used (anonymously) during the hospitality journey as ‘cases’.
The first training session (Kick-off) is an event of approximately 3-4 hours. High in energy with a focus on creating a common context on the importance of customer experience. And reflection on own behavior. We’ll use assignments with which we stimulate people to show (unconsciously) natural behavior. And we invite the team to reflect on it. Awareness is the first and very important step to behavioral change!
During the Kick-off session, we also provide an explanation of the next steps in the Hospitality Journey. We will explain the e-learning platform and the team assignments.
Participants will receive an invitation to our learning platform. After registration, participants will get access to their own (protected) Hospitality Journey gorup. In this group the participants can share experiences before, during and after the training. An e-learning module is immediately available for them. By completing this e-learning module, we prepare the team members for the 1st day training in their Hospitality Journey (step 7).
As a final part of the e-Learning module, the participants will receive a team assignment. This team assignment will have a reflective approach, focused on ‘where are we now’? We also invite participants with this assignment to apply what has been learned from the Kick-off session
Note: the team assignment will be determined in consultation with the client.
The 2nd training part of the Hospitality Journey takes place. We believe that people learn by experiencing. Interaction, connection and reflection are the foundation of our training courses. And fun. Because developing yourself should be fun too. Our trainers are experts in “managing” energy levels and group dynamics. The Hospitality Training is facilitated by one or more of our most experienced trainers. Trainers with extensive (international) working experience in the hospitality sector. Trainers who are used to surprise customers and guests every day. They know how it works! That is why we guarantee that every participant, including you, will rate the training afterwards with at least a good 8!
After the 1-day Hospitality Training, an in-depth e-learning module is waiting for the team in their learning environment. This module is in line with what has been discussed during the training. With this e-Learning module we go from individual development to team development. How do we as a team ensure a total experience for our customers/guests? The module contains examples of successful teams, tools and concrete tools to work together with a focus on customer experience.
After a full day of training, it is time for action! Following up on the 2nd e-learning module, the team gets to work on concretising and implementing their action plans. We provide a proven format to make this happen. The action plans are part of the last training session and input for team coaching.
Customer experience. Ultimately, it happens in day-to-day situations with customers or guests. That is why team coaching is an inseparable part of the Hospitality Journey. Our experienced hospitality trainer will be ‘on-the-job’ for several shifts a day. To ensure more consistency in the follow-up, the coaching will focus entirely on team leaders. During the team coaching, they are guided by our trainer(s) in observing behavior, rewarding, giving feedback and facilitating inspiring pre- and postshift briefings.
Note: if desired, managers can participate in an additional leadership development training, with a clear focus on managing teams in customer-oriented organizations!
After all our efforts, it’s time to measure results! That is why a 2nd mystery visit takes place. The results of the 2nd mystery visit will be used in the ‘Final Training’ session.
The ‘Final Training’ session will take place approximately 4 to 6 weeks after the start of our Hospitality Journey. During this session we reflect on our learnings. What were true eye-openers? What change has been observed? The results of the 2nd mystery visit are discussed. What went better? Where is (still) room for improvement? What do the action plans look like, what concerns are there and … what help is needed from your leaders to realise these plans? In addition, this last training day is also a party. Simply because being rewarded for you efforts will stimulate the team to continue showing the ‘new bahavior’. We therefore recommend that you conclude this session with a drink, lunch or dinner.</p
Reflection is in our DNA. And hopefully also in yours, because reflection is the foundation of growth. That is why we evaluate the Hospitality Journey together with the team. How did they experience the journey? What have been the most important learnings? How do they look back on their own development during the training? Training should have an effect. We guarantee an average rating of at least an 8 (on a scale of 1-10). Is the average rating lower? Then we will solve it together. Without additional charges. Simply because we don’t settle for less!
Participants who have participated in all parts of the Hospitality Journey will receive the Traineroo Certificate of Participation. This certificate is added to their learning profile via the online learning platform and can also be downloaded. Just like all the handouts from this journey. Including the mystery visit reports.
Not exactly what you are looking for? Have a look at the other training courses related to “Service &; Customer Experience“. Or contact us to design the optimal learning journey matching your learning goals. We are happy to assist!