How many training courses followed you or you followed your staff where, in the end, you asked: “Yes, interesting, but tomorrow in the hotel what to change really?” a Lot of theory, belle slide, the concepts are fascinating, but little grip to the operational reality on a daily basis hotel. The problem is that the sector of the’hospitality lives of concreteness, shares, “can-do”. That's why a practical approach and operating the counseling and training is essential.
What does it mean “practical approach”? It means that every tip, every technique, every strategy must be rooted in the reality of the your the hotel, taking into account your resources (human and economic), your customers, your competitive environment. There are no “one size” that are good for everyone.
Let's take an example on the training of the staff. A theoretical course, could explain the rules of etiquette, or the technical service “à la carte”. A practical approach, instead, is carried out directly in the your restaurant. You see how it works team, identifying the specific problems (maybe the wait times are too long, the communication with the kitchen is ineffective, the presentation of the dishes is sloppy). Then intervenes with simulations, role-playing, coaching, direct during the service. It teaches as take a’ordering in a way that is efficient and courteous in your context, as handle a complaint on a dish arrived cold using the your procedures, as propose actively wines your wine cellar.
The same is true for the advice. If we talk about improving the online reputation, a practical approach is not restricted, and say “respond to reviews,”. Analyzes the your reviews, identifies issues, and helps you to build custom responses and response patterns effective for the your brand. Maybe we can support you in the creation of a Strategy to address the issues raised (e.g. to improve the distribution, to create a diversification of the tariff, to train the staff on an aspect criticized).
This type of approach requires that the trainer or consultant is not only an expert on the subject, but who knows deeply the operational reality of the hotel. That “chew” of turns, unexpected dell’last-minute stress management during the peak of arrivals, as it really works as a hotel management or a channel manager.
L’s ultimate goal is the transfer of skills to real and immediately applicable. Do not leave abstract ideas in the’air, but to provide concrete tools, procedures are streamlined and effective working methods that your team can take immediately to improve the performance and satisfaction of the’guest. Because in the end, what matters is not knowing what to do, but to do it. Really. Every day.