Commitment to Excellence

Signature Europe’s Commitment to Excellence Training Program goes beyond Good Customer Service to the profound implications of Creating Customer Delight by Exceeding Expectations. This training offers participants all the skills and techniques on HOW to create positive emotional responses in our customers.

For this to occur, two vital ingredients are necessary. The first is commitment from your people who provide customer service; the second is a service plan. Signature assists you in establishing both by developing your teams’ creative thinking.

Results

• Taking ownership of individualized service.
• Delivering the personal touch.
• Initiating the element of surprise.
• Creating memories for a long time.
• Building trust and long-term loyalty.

Training Objectives

We train your talent to:

• Identify customers real needs, wants and demands.
• Understand the “do’s” and “don’ts” of stellar service.
• Transform behavior and attitude from a service economy to an experience economy.
• Maintain positive verbal and non-verbal communication.
• Understand different personality types and read emotional patterns.
• Handle any customer complaints in the most positive way.
• Employ emotional intelligence with internal and external customer interactions.
• Brainstorm ways to create moments of delightful surprise.

Key Success Factor

Signature’s Mystery Guest Services are health tests which measure and diagnose weaknesses and prescribe improvements in the promotion of excellent customer service and revenue generation. We offer a total solution, whereby we establish the client’s standards and goals, draft them into actionable measurements, train performance standards and assess guest fulfillment after the mystery experience. Based on the findings, we work with your teams to constantly and consistently find new ways to keep existing customers, while procure new ones.

Service for Luxury

Signature Europe’s Service for Luxury training event creates a behaviorally polished atmosphere, enhancing the guest experience and generating ambassadors for properties in the luxury end of the market.

Signature Europe provides participants with the knowledge, skills and tools required to create legendary guest experiences in a luxury ambience. Learning and using these skills will not only refine service levels but will also help employees become an integral extension of your Company’s luxury vision.

Results

• Elegant, Poised & Refined Service Delivery.
• Service Recovery Plans.
• Implementation of Follow-Up Strategies.
• Feedback Channels.

Training Objectives

We train your talent to:

• Define Exceptional Guest Service in luxury hotels.
• Measure the Guest Experience in luxury settings.
• Create Customer “Delight” for the demanding luxury consumer.
• Shape and Refine the First, Last and Lasting Impression.
• Embody the Art and Science of Fine Communication.
• Deal with Challenging Guests’ Emotions.
• Utilize Refined Telephone Etiquette Skills.
• Employ Service Recovery tools.
• Follow Effective Feedback Channels.

Key Success Factor

Signature works with management to design SMART luxury standards which can be continually assessed via Mystery Guest Services, followed by detailed action plans which assist management to drive performance improvement. Service for Luxury is not a training event, it is a process which is supported with Signature’s reputed progress tools.

Guest Complaint Handling

Signature Europe’s Guest Complaint Handling training program provides you with the key to unlock complaining guests, positively influence the outcome and build long term relationships. The program is designed to help you enjoy challenging situations as you are equipped with the tools and techniques to get the most out of every complaint.

Results

• Transforming angry guests into your advocates.
• Enhance the image of your company.
• Build Guest Loyalty.

Training Objectives

We train your talent to:

• Understand the predictability of complaints.
• Manage Challenging Situations in a positive manner.
• Deal intelligently with Guest Emotions.
• Use Soothing Phrases and Avoid Trigger Words.
• Follow-Through and Follow-Up.
• Respond to written complaints positively, professionally and authentically.
• Log complaints and Use feedback Channels.

Key Success Factor

The psychological dimension of this training is highly innovative. We work hard to shift mindsets to perceive a complaint as a vehicle to create a positive memory in the guest. Before and after the training we work with real data, offering and provide organizations with highly effective quantitative and qualitative tools to research guest perspectives on your service offer. We construct survey tools which offer organisations insight into the way they handle guests and overcome challenges. Signature uses a constructive organizational approach, sharing the feedback data with all levels of the organization.

• We provide solutions based on the findings.

Body Language

Signature Europe’s Body Language training is a fascinating workshop on non-verbal communication that trains participants to be more aware of the messages their bodies send and assists them in better reading their guests body language signals. It covers all the common gestures, postures and positions you encounter in day-to-day interactions.

Results

• Make positive impressions.
• Turn every encounter into a beneficial revelation.
• Achieving customer delight by interpreting the unspoken needs, emotions and attitudes of guests.

Training Objectives

We train your talent to:

• Read Gestures in Clusters.
• Interpret messages indicated through gestures, postures and positions.
• Build rapport through mirroring.
• Spot Body Language Contradictions.
• Understand and Respect Proxemics.
• Observe how body language props and rituals reveal emotions.
• Be aware of cultural differences in body language.

Key Success Factor

This program is founded on documented facts and figures researched by behavioural scientists. This training is one of Signature Europe’s best sellers due to the advanced methodology of our body language guru, well -reputed for her work with high profile executives, politicians and guest service providers throughout hotels and casinos. Drawing on body language paradigms of well-known political and star profiles, this training is fun and fascinating. An eye-and-mouth opener!

Hotel Training by Department

Signature Europe’s Hotel Training by Department programs are fully responsive to the changing hospitality environment, recognising the demands of hotel guests and shaping the guest experience in a manner that positively influences the guest’s intentions: the intention to return, the intention to experience more services and facilities, the intention to tell friends or the intention to comment on a guest review engine.

Results

• Successful achievement of desired customer outcomes and organisational outcomes:
• Accelerated Revenue
• Increase in Customer Loyalty
• Inspired Employees

Training Objectives

We train your talent on the following hospitality programs:

• Food & Beverage Service
• Food & Beverage Selling & Upselling
• Front Office Upselling
• Front Office Guest Courtesy
• Guest Relations
• Reservations Selling & Upselling
• MICE Sales
• SPA Sales & Service
• Housekeeping Operations
• Housekeeping Soft Skills
• Effective Telephone Skills
• Handling Challenging Situations during Hotel Renovation Periods

Key Success Factor

With accumulated experience of over 40 years in Hotel Management, Operations, Consulting & Training, Signature Europe is recognised as a market leader in Hospitality Solutions. Skills and techniques learnt in our trainings can be immediately applied and implemented to achieve desired operational objectives. We give your employees the edge in hospitality today and you watch your business grow!

English for Hospitality

Signature Europe’s English for Hospitality program aims to bridge the identified need gap and arm hospitality professionals with world-class language training. Our active-learning methodology, acting out different roles and situations of direct relevance to job functions, guarantees the performance outcomes you seek.

Results

• The Self-Confidence to communicate in a hospitality-related context.
• More Accuracy and Fluency.
• Better understanding of a variety of accents.

Training Objectives

We train your talent to:

• Develop Hospitality Communication Skills (Welcoming, Offering, Responding, Thanking, Departing, Wishing Farewell).
• Speak more accurately and fluently.
• Expand job-related vocabulary for specific functions such as Requesting, Suggesting, Confirming, Asking the Right Questions, Handling Complaints.
• Present hotel services efficiently and effectively.
• Develop written communication skills relevant to the hospitality sector.
• Improve their understanding of various accents.

Key Success Factor

This program is not a general language program – it is tailored around specific job functions: front desk and reception, telephone services, restaurant and bar, cashier, guest services, housekeeping and laundry, guest relations, sales and management. All content and materials are tailored to meet the particular language and communication skills needs of participants. We assist you to build a common language framework, where your employees speak the same language linguistically and culturally aligned to your values.