The Guest Experience

Focus Training is pleased to offer a program specifically designed for the Tourism and Hospitality industry.  Group training that offers a fresh approach to delivering extraordinary customer experiences.  

The outline for this program includes:

Defining Customer Service, Customer Experience and Brand Experience

Creating a Journey Map to focus on the touch points you can influence or control

Enhancing the Experience by exploring the Five Key Elements:

  • Communicating your Core Values
  • Engaging with your Guests emotionally
  • Anticipating their needs
  • Developing new services or products
  • Continuing to strengthen relationships 

Strengthening frontline communication skills:

  • Power of Empathy
  • Assertiveness  

Analyzing case studies to practice skills and explore creative solutions

Designing an action plan that keeps the ideas and learning on track