This certificate confirms the successful completion of the Engagement training "SUPERSERVICE RESTAURANT. TALENT-TO-VALUE IN ACTION» November 25.01.2022, XNUMX

Speaker - Irina Khomutova, Managing Partner, Khomutova & Partners


— How to make a guest a fan of Scarlet Sails establishments? Working with people means understanding them and finding an approach to everyone. We learn to listen and hear, to see non-obvious motives that determine the incentives, state and actions of colleagues and guests.
— 15 secrets of successful communication of waiters and administrators with guests, forming loyalty to restaurants. The concept of Scarlet Sails establishments is to meet the expectations of guests who value author's cuisine and premium service.
— Cognitive psychology. 10 cognitive distortions that the contact zone employee should be aware of. Phenomena of perception of information, events and decision making. Adaptability of communications, taking into account the peculiarities of information perception.
— Neurophysiology and trinity of the brain. Why and how decisions are made in terms of neuroscience. All the most important about brain stimuli.
— Chemistry of emotions and a new look at the causes of mood swings. Neuromedators and a new look at the causes of guest mood changes. 5 hormones of joy and how to use them in HoReCa for effective sales management.
— Mirror neurons and empathy. Types of empathy and methods for developing predicative empathy.
— Avatars, empathic mapping and insights. Barriers and motifs of the archetypal models of guests "Scarlet Sails" 4*.
– Mental barriers of the team that affect the construction of open communications within the system and the effective achievement of the overall goals and planned financial indicators of the Hotel.
— 4 modules of the process of overcoming resistance to change and developing the potential of the team.
— 6 key principles for the implementation of the company's talent and human resource development program. We develop leaders in the team - we set difficult tasks and help to improve.
- Primary focus on the individual: work ethic, drive to achieve results, adaptability, willingness to take responsibility, critical thinking, value system, etc.
- Five fundamental points why the team does not believe in itself, in the goals of the company and does not support the decisions of the management. Identification of the drivers of the team and each employee.
— How to achieve positive changes and achieve the goals set by management. Non-material motivation of the team and each employee.
— Open dialogue and building trust in the team. How to achieve the commitment of your own team to the brand of the company.
— Development of predicative empathy through understanding the deep motives of the Scarlet Sails guests and training adaptive decision-making to achieve goals.
- Drawing up an intellectual map of the guest.
— Development of standard avatars for guests.
— Development of standard solutions for the formation of sustainable guest loyalty to the resort complex "Scarlet Sails" 4 *.
— How to avoid refusals of guests from the offers of the establishments of the Hotel "Scarlet Sails" 4 * and build long-term relationships in the face of changing market conditions, an unstable situation and emerging competitors.
— Guest confidence formula: involvement, conviction, detailed information. 7 elements that make up the impression of a manager.
— Adjustment to the guest and management of his condition. Reading: body language, intonation, facial expressions. Recognition of cognitive distortions and adaptation of communications. Transactional analysis of behavior scenarios: types of people by style of behavior and decision making.
— The principles of building successful communications with guests, allowing to overcome doubts and objections, build loyalty, protect the Hotel's offers and stimulate the focus on concluding large contracts and increasing the average check.
— Techniques for using persuasive argumentation through adjustment to the psychotype of the guest. Manipulative words. Managing attention and initiative in conversation.
Body language is like an open book. Reading the guest and his body signals: facial expressions, visual contact, intonation and timbre of voice, gestures and posture, interpersonal space.
— How to find the right approach to everyone. Peculiarities of interaction with colleagues depending on tasks, work experience, position, professional motivation, psychotype, gender and age characteristics, issues of the issue, personal and corporate restrictions, etc.
- How to constructively adjust the actions of a colleague to achieve common goals, without causing resistance and without hurting his feelings.
- Psycho-self-regulation. Work with your own objections and personal motivation. Protection from burnout and disappointment in your own competencies.
— Features of types of clients in terms of decision-making speed, level of emotional state and channels of information perception.
– Interaction with guests depending on the type, psychology, age, gender, status, region, nationality. Gender differences of guests in the perception of the same object of attention.
— Adjustment to the guest: what is it and how does it work? We speak the language of the guest: “emotional reflection”, speech rate, criteria words, sound volume, mood.
— Revealing guest values: the types of questions used to ascertain needs and form an offer. Active listening. Mistakes in asking questions.
- 12 trainable qualities that an employee of the contact zone of a 4 * Hotel should combine. Practical work with a set of specially designed activities that allows you to teach effective communication with guests (solving cases, working out typical work situations).
— The specifics of working with the premium segment. The image of a premium restaurant at the hotel. 7 elements that make an impression about a premium segment employee: appearance, manners, gestures, facial expressions, pace, intonation, speech.
“The concept of ideal expectations.” What kind of etiquette and treatment do guests expect from the employees of the Scarlet Sails Resort Complex.
- Speech etiquette. Small talk - how to start an acquaintance and conversation with a guest. How to greet, compliment a guest correctly, how to address, invite. Etiquette words and phrases. What topics are not usually discussed.
- Taboos and the main mistakes that employees make in the principles and manner of service, reducing the status of a premium Hotel and its establishments.
— Price and values. Why there are no "stingy guests".
— COVID transformation. Coronacrisis - how it affected values ​​and motivation.
CJM and CLV.
- What does an expert look like in the eyes of a guest when he knows the advantages of the hotel and understands the needs of the guest.
— Why the guest does not pay and how to motivate him. How to turn a “stingy” guest into a favorite hotel guest who is ready to return many times.
— Sales algorithm: preparation and mental attitude, establishing contact, adjusting to the guest, identifying needs, presenting services, working with objections, completing the sale, support and additional sales.
— The specifics of working with the premium segment. The image of a premium hotel. 7 elements that make an impression about a premium segment employee: appearance, manners, gestures, facial expressions, pace, intonation, speech.
— Techniques for effective defense of the cost of expensive services and convincing arguments.
- Manipulative words. Reception "Verbal pictures" - the use of emotional images, a colorful description. Reception "Chains". Reception "Detail". Method "Three yes". Method "Alternative offer". Reception "Because". Method "Positive Language".
— Types of communications. Types of information perception. The difference between telephone conversations and personal communication. Techniques for improving the quality of information transmission over the telephone. Managing attention and initiative in conversation.
- Telephone etiquette. Corporate style of telephone conversations.
- Algorithm for effectively leading a client to a purchase. Establishing contact. Formation of a positive impression. Understanding the situation and needs. Sensitivity and getting information. Managing the duration of telephone conversations.
— 4 ways to protect the cost of services. How to sell big programs.
- Types of objections: meaningless, with a hidden meaning, based on their own negative experience, based on rumors and stereotypes, rational and emotional.
- Algorithm for working with objections: active listening, identifying the causes of disagreement, emotional connection, parrying objections, closing the deal.
- Action algorithm for incoming and outgoing calls.
— Construction and development of tasks by employees in the format of a role-playing game: reading a guest, clarifying needs, presentation, selling expensive positions, cost argumentation, working with objections.
- Reputation costs, internal threats and typical errors, the elimination of which significantly increases the percentage of repeat guests.
- Echo chambers. Where are we losing money? Goals, price and values.
— Building effective processes for getting 360º feedback from guests: practical technologies that work.
— An algorithm for correct interaction with the guest in various situations, from clarifying needs to resolving contentious issues.
— The algorithm for conducting complex negotiations: preparation and psychological attitude, establishing contact, adjusting, identifying needs, presenting solutions, working with objections, achieving positive confirmation.
- 10 reasons why guests refuse offers. The main mistakes that employees make when they repel guests are how to find and eliminate the factors of losing guests and losing loyalty.
- Types of objections: meaningless, with a hidden meaning, based on their own negative experience, based on rumors and stereotypes, rational and emotional.
– Successful resolution of disputes and conflicts with guests, while maintaining customer loyalty and trust.
— Types of conflict clients. Indiscriminate criticism are tactful ways to maintain your position in a conversation.
- Prevention of conflicts: the algorithm of the contact zone employee in different situations.
- Provocative phrases to be avoided. 5 main mistakes that provoke negative guests.
- Dealing with complaints and difficult situations.
- Methods of psychological protection of an employee of the contact zone from stress and burnout.
— Engagement in one's business, expertise, confidence, friendliness and attitude to work positively and effectively with guests and colleagues.
– Working out conflict, stressful situations and complex issues that arose in the course of working with guests. Analysis for each employee of previously received situations.
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