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Communicating well to work (and sell) better

Comunicare bene per lavorare (e vendere) meglio

Price range: €600.00 through €1,000.00 + VAT

2 laboratories dedicated to relationships, handling critical moments and communication

In hotel la comunicazione ha due volti fondamentali: la squadra e l’ospite. Il modo in cui parliamo e scriviamo determina sia la qualità del lavoro interno sia l’esperienza del cliente. Tra colleghi, una comunicazione chiara evita incomprensioni e scioglie le tensioni; con l’ospite, curare ogni contatto — dal preventivo alla gestione dei reclami — fa sentire le persone valorizzate.
Il percorso prevede due incontri di due giorni (Dietro le Quinte e Il Palcoscenico) con teoria ed esercitazioni pratiche, per allenare voce, mente e scrittura su entrambi i fronti.

Target: Il percorso è dedicato a manager, capo-reparto e staff operativo del settore alberghiero.

La participation includes the light lunch and the learning materials.

SKU: communication Category: Tag:

Dietro le Quinte

  • 7 / 8 aprile 202709:30 - 17.30
  • Demo Hotel Design EmotionVia G. dalle Bande Nere, 20, 47921 Rimini RN

Speakers

Silvia Iommi

Silvia Iommi

Consultant & trainer, NLP coach

Maria Antonietta Pelliccioni

Consultant & trainer

Topics

  • Emotional awareness and stress managementunderstanding how one's mental filters affect working relationships, learning to manage operational pressure to avoid automatic reactions and tension within the team
  • Alignment and collaboration between departmentsovercome the logic of conflict and shifting the blame through active listening, open dialogue and constructive feedback
  • Clarity and conciseness in written communicationswrite emails, internal memos and operational messages clearly, collaboratively and directly, eliminating bureaucratic style, passive-aggressive formulas and false courtesy between colleagues
  • From the indoor climate to the value of the servicebuilding a strong and cohesive team culture, knowing that behind-the-scenes harmony is the primary factor in quality perceived by the guest.

Il Palcoscenico

  • 20 / 21 aprile 202709:30 - 17.30
  • Demo Hotel Design EmotionVia G. dalle Bande Nere, 20, 47921 Rimini RN

Speakers

Cecilia Cianfanelli

Cecilia Cianfanelli

Consultant & trainer

Maria Antonietta Pelliccioni

Consultant & trainer

Topics

  • Writing that welcomes and makes you long to stayeliminate clichés and "hotel-speak" to craft emails, quotes and WhatsApp messages that allow people to imagine the experience even before arrival and increase perceived value.
  • The care of the servicehandle every moment of contact with the guest with intention and naturalness, turning simple courtesy into personalised attention.
  • Effective complaint handlinglearn a practical and effective method for handling poor service and dissatisfaction without falling apart, dismantling objections and turning the critical situation into mutual trust.
  • Clear and focused responses to reviewstransforming public responses to online feedback into an opportunity to reaffirm one's hospitality promise, demonstrating professionalism and the ability to welcome guests even in complex situations.

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