Your professional success is determined among other things by confident appearance, style and etiquette. But what are good manners? How do I behave in business and what rules and manners are appropriate? This workshop is tailored to your needs and teaches the most important rules of etiquette. Participants learn correct manners for different situations and put what they have learned into practice.

What is included in this module?

• Confident appearance - self-confidence, body language and clothing
• Greetings, salutations, handshake
• Conversation and small talk
• Table manners and handling of food and drinks
• Handling of correspondence with style

You want to anticipate your guests' or customers' every wish and delight them? You know

that customer loyalty is strongly linked to customer experience? In this workshop,

participants learn how to go the extra mile, create WOW moments and give their service a

personal and individual touch.

What is included in this module?

• Expectations and experiences of guests and customers
• The "Experience Economy" and the creation of WOW moments
• Being a passionate host
• Communication and body language
• Putting the acquired skills into practice through role plays

Do you sometimes find it difficult to deal with complaints from guests or customers? Your behavior is key to whether the complaint escalates and leads to bad reputation or whether it becomes an opportunity and even leads to more customer satisfaction and ultimately to customer loyalty. Dealing with complaints and claims in the right way is a key success factor for any business.

What is included in this module?

• Accepting the complaint as a gift
• Goal and possible reasons of a complaint
• The right steps in dealing with a complaint
• Active listening, communication and body language
• Putting the acquired skills into practice through role plays

You want to increase your sales while not only satisfying but also delighting your guests? This workshop presents a simple but effective process that enables the team to engage with the guests, ask the right questions and thereby sell the appropriate products.

What is included in this module?

• Understanding why people make a purchasing decision
• Listening actively and ask the right questions
• Understanding and analyzíng the needs and desires of the customer
• Understanding and presenting the product
• Closing the sale

Would you like to improve teamwork and prevent conflicts? The ability to communicate effectively is one of the key qualifications of the 21st century for the development of employees and companies. In this workshop, we give participants the communication tools they need for a cooperative corporate culture.

What is included in this module?

• Psychological basics of communication
• Sender and receiver: appreciative and receiver-oriented communication
• Communication problems: origins and solutions
• Rules for result-oriented communication in daily cooperation
• Putting the acquired skills into practice through role plays, individual and group tasks

You want to introduce the tool "hotelkit" into your hotel and need support to accompany the change process? You have already implemented the tool and are not yet using it optimally? In this workshop, which is tailored to your needs, you will get answers to your questions as well as tips and tricks to use the tool more efficiently and thus maximize its benefits. We are also happy to accompany the entire implementation process in several workshops.

What is included in this module?

• Overview of the most important functions of the tool
• Tips and tricks as well as best practices for using the individual tools
• Ideas for better internal marketing of the tool
• Process optimization and quality management through the correct use of the tool
• Answers to your questions

You want to introduce quality standards as part of your quality management or revise and update existing standards and manuals? Do you also want to digitize your standard operating procedures (SOPs)? In this hands-on workshop, we support your managers in creating, revising and uniformly formulating quality standards. After independently creating their first quality standards, managers will receive feedback on the SOPs they have created.

What is included in this module?

• Definition of a standard
• Use of standardized processes
• Use of images, videos, flowcharts, tutorials, etc.
• Formulation and writing of a quality standard
• Digitization of quality standards