Employee Development for your Hospitality Property

Guides to finding, training and retaining amazing and loyal employees
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  • Lectures 9
  • Contents Video: 1.5 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 5/2015 English

Course 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.

What are the requirements?

  • Students should see the importance of having well trained, loyal employees who share the same goals when it comes to customer service.

What am I going to get from this course?

  • 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

What 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.

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: The Right Mindset
13:10

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

Section 2: How to Hire Winners
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.

Section 3: Can't Afford Employee Training Programs - Think Again
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.

Section 4: How to Train for Success
11:19

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


Section 5: Effective Communication Will Improve Your Property
14:47

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

Section 6: Improve your Customer Service
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.

Section 7: How to Handle Customer Complaints
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.

Section 8: Educate to Upsell
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.

Section 9: How to Fire an Employee
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.

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Instructor Biography

Gerry MacPherson, 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.

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