Employee Development for your Hospitality Property
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Employee Development for your Hospitality Property

Guides to finding, training and retaining amazing and loyal employees
5.0 (1 rating)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
8 students enrolled
Last updated 5/2015
English
Current price: $10 Original price: $115 Discount: 91% off
1 day left at this price!
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Includes:
  • 1.5 hours on-demand video
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
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What Will I Learn?
Establish a strategic mindset for your business planning and tasks
Where to find the suitably employees and how to conduct an interview
Why and how to develop a successful training program
How to overcome common mistakes in business communication and methods to improve
You will learn the skills required and techniques to provide excellent customer service
How to turn customer complaints into positive opportunities
You will learn how to train to upsell
You will learn how to fire someone professionally, gracefully and safely
View Curriculum
Requirements
  • Students should see the importance of having well trained, loyal employees who share the same goals when it comes to customer service.
Description

Finding and retaining the right employees for your hospitality property can be time consuming and expensive if the process in ineffective or the training is minimal.

In this 9 Part Tutorial Series, we examine:

If you or your staff are not properly trained, overworked and stressed, it does not take long for your services to slide and a negative mindset to develop. In tutorial #1 we share the 6 phases to establish a strategic mindset for your business planning and tasks.

A consistent and scripted hiring process is imperative for acquiring the right employees for your property. In tutorial #2 we look at where to find the suitably employees; how to conduct an interview; the interview questions to ask and how to finish the process.

Would you like to have professionally trained employees but do not have the time or resources? The truth is, you can't afford to not train your staff. Training improves employee's morale, business performance and will help increase your profits. In tutorial #3 we look at why and how to develop a successful training program.

In tutorial #4 we will delve further into what to train and techniques that work. Everyday communication is something we do automatically- like breathing, but communicating efficiently actually takes quite a bit of skill.

In tutorial#5 we consider common mistakes in business communication and methods to improve.

Good customer service is the lifeblood of any Independent Hotel or Bed & Breakfast. It means forming a relationship with your guests, a relationship that the guest would like to continue. In tutorial #6 we will examine the traits and skills required and techniques to provide excellent customer service.

Handling customer complaints can be a necessary evil in any hospitality industry. That does not have to be the case. In tutorial #7 we study ways to turn customer complaints into positive opportunities.

Upselling, often thought of as a dirty word can be far from the truth. In tutorial #8 we will discover how the right products and training to upsell will make your guests more satisfied and your business more profitable.

With the right hiring process in place your opportunity to find the right employee rises dramatically but what happens if one employee just does not fit. Firing someone is not a decision you can take lightly. In tutorial #9 we look at how to fire someone professionally, gracefully and safely.

Who is the target audience?
  • This course is designed for owners of independent hotel and bed & breakfasts who want to learn how to find, train and retain the right employees for their hospitality property. This course is not necessary if you are a hospitality property owner will strong employees, and an ongoing training program.
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Curriculum For This Course
Expand All 9 Lectures Collapse All 9 Lectures 01:41:22
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The Right Mindset
1 Lecture 13:10

In the 1st lecture, you will learn the 6 phases to establish a strategic mindset for your business planning and tasks.

Preview 13:10
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How to Hire Winners
1 Lecture 08:15

In the 2nd lecture you will find out where to find the suitably employees; how to conduct an interview; the interview questions to ask and how to finish the process.

How to Hire Winners
08:15
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Can't Afford Employee Training Programs - Think Again
1 Lecture 09:26

Training improves employee's morale, business performance and will help increase your profits. In the 3rd lecture we look at why and how to develop a successful training program.

Can't Afford Employee Training Programs - Think Again
09:26
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How to Train for Success
1 Lecture 11:19

In the 4th lecture I will delve further into what to train and techniques that work.


How to Train for Success
11:19
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Effective Communication Will Improve Your Property
1 Lecture 14:47

In the 5th lecture I will share common mistakes in business communication and methods to improve.

Effective Communication Will Improve Your Property
14:47
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Improve your Customer Service
1 Lecture 12:35

Good customer service is the lifeblood of any hospitality property. In the 6th lecture I will examine the traits and skills required and techniques to provide excellent customer service.

Improve your Customer Service
12:35
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How to Handle Customer Complaints
1 Lecture 15:57

Handling customer complaints can be a necessary evil in any hospitality industry. In the 7th lecture I will share ways to turn customer complaints into positive opportunities.

How to Handle Customer Complaints
15:57
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Educate to Upsell
1 Lecture 09:07

In the 8th lecture you will discover how the right products and training to upsell will make your guests more satisfied and your business more profitable.

Educate to Upsell
09:07
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How to Fire an Employee
1 Lecture 06:46

Firing someone is not a decision you can take lightly. In the 9th lecture I will share how to fire someone professionally, gracefully and safely.

How to Fire an Employee
06:46
About the Instructor
Gerry MacPherson
4.8 Average rating
11 Reviews
253 Students
6 Courses
Independent Hotel and Bed& Breakfast Authority

I am a travel authorities with decades of Hotel and Bed & Breakfast visitation experience. I have spent 1000's of nights in properties of all sizes and classes worldwide, conducting countless site inspections for a number of world-class tour and travel companies, as well as received feedback from 100,000's of customers.

This knowledge has given me a unique insight into the wants, needs and requirements of individual and group travellers, as well as management and employees.