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FROM FIRST CONTACT TO LAST GOODBYE: TRAINING IN WORDS AND ACTIONS THAT REALLY COUNT

Words and actions that really matter

Original price was: €750.00.Current price is: €590.00. + VAT

Training course on improving guest relations in contact moments

From the first contact to the last greeting, the words, gestures and tone used in contact with guests influence the trust and the quality perceived experience.

The course is aimed at owners, managers, directors and employees of accommodation facilities.

20 in stock

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Contents

  • The relationship with the host begins before arrival
  • The puzzle of experience: what you care for and what you overlook in contact moments
  • Exercise: tell others about your hotel (the importance of words used to visualise the promised experience)
  • Communication before arrival: website, email, telephone, social
  • The choice of written and spoken words
  • Exercise: Revising an e-mail reply to a request
  • The in-house experience
  • Rational and emotional needs
  • Relationship as a lever of perceived value
  • Errors and complaints as opportunities for trust
  • Exercise: handling a complaint
  • The post - experience: how to keep the memory alive
  • The welcome home mail
  • Monitoring and responding to reviews
  • Exercise: what stays, what changes and what improves in touch point management based on new awareness
  • Actions to be activated already tomorrow in the structure

Course info

  • 18 - 19 March 2026
  • 09:30 - 17:30
  • Demo Hotel Design EmotionVia G. dalle Bande Nere, 20, 47921 Rimini RN

Speakers

Cecilia Cianfanelli

Cecilia Cianfanelli

Consultant & trainer
Maria Antonietta Pelliccioni

Maria Antonietta Pelliccioni

Consultant & trainer

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