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OverviewThe 'Caterer and Hotelkeeper Guide to Customer Service Skills CDRom' is an invaluable tool to ensure customer satisfaction and consideration at all times. By means of role play, this CD Rom provides an effective and flexible tool which can be used according to the particular needs of an organization. It demonstrates professional skills that can be used to improve performance and to identify areas of possible concern and where there is room for improvement. Consisting of 36 role plays, the scenes are split into three distinctive groupings: * businessman and associate * single tourist * child and father Each group requires very different handling in terms of the way in which hospitality is delivered and this CDRom illustrates the factors that must be considered by all staff involved. Each of the three role play sets are used to illustrate aspects of 'good' and 'bad' communication in the following areas: * marketing and public relations * suggestive selling * guest relations * responding to client concerns * building rapport The role plays provide the opportunity for training at a number of different levels; introductory for new staff and trainees, intermediate as refresher exercises for frontline staff and advanced for experienced staff and those involved in supervision and training. The CDRom is accompanied by trainer notes for each of the 36 role plays which suggest how they can be used in a training situation. Specifications: Plays from CD; recommended min. 20MB free memory; 640 x 480 min. resolution; 16 bit colour; CD-Rom drive. Compatible for Mac and PC systems Full Product DetailsAuthor: Cailein GillespiePublisher: Taylor & Francis Ltd Imprint: Butterworth-Heinemann Ltd Dimensions: Width: 12.30cm , Height: 1.00cm , Length: 18.60cm Weight: 0.095kg ISBN: 9780750652087ISBN 10: 075065208 Pages: 32 Publication Date: 15 August 2001 Audience: Professional and scholarly , Professional & Vocational Format: CD-ROM Publisher's Status: Unknown Availability: Awaiting stock  Table of ContentsConsists of 36 role plays highlighting good and bad practice for the three scenarios (Business meeting, Single tourist, and Father and child) in the following areas: Marketing and public relations; Suggestive selling; Guest relations; Responding to client concerns; Reading the guest; Building rapport. It also contains a quality service analysis report.ReviewsAuthor InformationHe has over twenty five years' industry experience, which includes a variety of senior chef positions, and is currently responsible for the food and beverage curriculum and food and beverage training operations at the Hotel School. He is a member of various professional associations within the industry, and is former head of La Confrerie de la Chaine des Rotisseurs in Scotland. Tab Content 6Author Website:Countries AvailableAll regions |
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