Customer Experience & Service
Customer relations
Goals
Adopt the codes of luxury hospitality.
Develop refined communication suited to an international clientele.
Enhance their professional image through grooming standards.
Offer an elegant, personalised and memorable customer experience.
Represent the establishment's brand image with excellence.
Deliverable
Training memo booklet given to each participant.
"The invisible details of luxury" sheet.
Individual action plan.
Prerequisites
None.
The advantages of the training
You will practise through hands-on workshops and role-plays.
You will put what you have learned into action during a final challenge.
You will leave with a memo booklet and your own action plan.
Program
Introduction
1 – The fundamentals of soft skills in luxury
Understanding the expectations of a 5-star clientele: the codes of luxury hospitality, the values of luxury
The first impression: a decisive moment
The attitudes that make the difference
Workshop: the first impression
2 – Etiquette and high-end communication
The golden rules of courtesy and etiquette
International codes: adapting your welcome to your guests' nationalities
Workshop: the language of luxury
Workshop: premium role-plays
3 – Grooming: the image of excellence
Presentation standards: hair, beard, make-up, jewellery, hygiene, fragrance, shoes, uniform, body language
The details that enhance a luxury image
Workshop: the professional mirror
4 – The invisible details of luxury
Workshop: "Luxury lies in the details"
5 – Creating a "wow" effect
Workshop: the customer journey
Final challenge
Luxury Experience Challenge: a full staging of the customer experience
Conclusion and action plan.
Concerned public
Staff in contact with guests in luxury hotels: front desk, concierge, valets and porters, food & beverage, spa, room service.
Seats
10 participants maximum, 4 participants minimum.
Dates
Intra-company format: dates to be organised together according to your needs.
Please note: we do not offer this course as an inter-company training.
The module can be extended to a full day according to your needs, please contact us.
Rate
Contact us.
Practical information
Animation at the customer's premises or in a dedicated space.
Training accessible to people with disabilities, contact us to find out more.
Expertise in:
Spoken languages :
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Biography
Nadine Goetz
For 18 years, Nadine was responsible for quality, innovation and then the creation of makeup ranges at Chanel. Today, she shares her expertise enriched by training as a make-up artist and certified image consultant. Nadine helps women and men reclaim their image and works as a corporate trainer and consultant in the development of product lines, from creation to customer experience.
Expertise in:
Self-development & coaching, Sales techniques & customer experience
Spoken languages:
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