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Bellhop Customer Touchpoint Map

Bellhop Customer Touchpoint Map

What it is

A day long program designed for the hospitality industry focusing on the front of house operation and the bellhop. The program covers issues like customer touch points, how to make great first impressions, you body language and behavior and other core concepts that drive great customer service and rapport building.

Why you might need it

The font of house operation can incur large staff turnover, and getting the critical first impression right with your team is key to building great guest relationships. This program is quick, engaging and tailored to meet your needs. Additional programs can be created to serve the training requirements of the other areas, including concierge, front desk,housekeeping and room service.

Rationale and Outcomes

Business Objectives

Learning Objectives
  1. Increase guest satisfaction levels
  2. Reduce guest complaints
  3. Increase up and cross sales opportunities
  1. Identify guest touchpoints
  2. Identify guest segment or types
  3. Match touchpoints and values
  4. Evaluate positive and negative scenarios
  5. Identify relationship make or break scenarios
  6. Establish guidelines for recovery
  7. Practice correct behaviors

Program Includes

Characteristics
  1. Bellhop Touchpoint Learning Map
  2. Card Deck: Values
  3. Card Deck: Issues
  4. Card Deck: Scenarios
  5. Communication Map Reinforcement: Touchpoints
  6. Communication Map Reinforcement: TBD
  7. Learner Guides
  8. Program Instruction and Facilitator’s Guide
  9. Trainer Readiness Session
  10. Program Readiness Session & Pilot
  11. Carry Case
  12. Session Invite PDF
  1. Duration – One Day Session
  2. Frequency – Once a Month
  3. Period – One Year – Reviewed Quarterly
  4. Learner Group per Session – 20