By the end of this course, the student should be able to
1. use their verbal skills to build rapport with hotel customers effectively,
2. use their visual skills to communicate with customers successfully,
3. understand how to use their vocal skills to communicate with customers, and
4. successfully interact with customers by sharing with them their daily experiences.
This course has four main lessons with assessments and activities within and at the end of the lessons.
Lesson 1 will discuss what the student should communicate with the customers.
Lesson 2 will discuss how the student should look while communicating with the customers.
Lesson 3 will examine how the student should communicate with the customers.
Lesson 4 will study daily encounters on a typical working day in a hotel.
By the end of this course, the learner should be able to:
1. Effectively use your verbal skills to build rapport with hotel customers.
2. Successfully use your visual skills to communicate with customers.
3. Thoroughly understand how to use your vocal skills to communicate with customers.
4. Successfully interact with customers by sharing with them your daily experiences.
Lesson one explains the meaning of rapport and introduces the learner to the fundamental verbal communication skills. It further explains the four elements of excellent verbal communication skills elaborating each aspect in details and how to use them in the hotel to build rapport with the customers. The components developed upon are; Real, there should be a challenge to overcome, Concise, and Connect.
This lesson tackles one nonverbal communication skills, which is visual, taking the learner through the four elements of non-verbal communication skills which are Gestures, Eye Contact, Personal space, and Posture. By looking at these elements, a leaner can be able to read the body language of a customer in the hotel.
In this lesson, the learner will learn the other communication skill, which is vocal, and the vocals that one must adhere to when dealing with the customers that are Pitch, voice energy volume, Speed, and Flow. One can efficiently use these skills to communicate with the customers in the hotel
This lesson exposes the learner to the daily encounters in a hotel environment, the case studies in this lesson exposes the learner to different situations in a hotel setting and explains how to use communication skills learned in the previous lessons to tackle those situations.
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