Guest Experience Expert

Materi: Pengenalan industri hospitality Struktur organisasi hotel Budaya perusahaan dan standar layanan Grooming dan professional appearance Workplace safety dan security Kompetensi: Peserta magang mampu memahami budaya kerja, struktur organisasi, dan standar pelayanan hotel.

Materi: Hospitality mindset Service culture Brand standards Guest engagement techniques Guest satisfaction principles Luxury service basics Kompetensi: Peserta magang mampu memberikan pelayanan prima dan menciptakan pengalaman positif bagi tamu.

Materi: Proses reservasi Check-in dan check-out Room assignment Guest profile management Hotel facilities information Coordination with operational departments Kompetensi: Peserta magang mampu memahami alur operasional Front Office dan pelayanan tamu.

Materi: Business communication Public speaking Telephone etiquette Professional email writing Cross-cultural communication Handling VIP guests Kompetensi: Peserta magang mampu berkomunikasi secara efektif dengan tamu dan rekan kerja.

Materi: Complaint handling procedures Problem solving techniques Service recovery Difficult guest management Follow-up process Documentation of guest concerns Kompetensi: Peserta magang mampu menangani keluhan tamu dengan cepat, tepat, dan profesional.

Materi: Guest preference management Guest history documentation Loyalty program awareness Member recognition VIP amenities coordination Kompetensi: Peserta magang mampu memberikan pelayanan yang personal dan meningkatkan loyalitas tamu.