Target group: Employees of casinos.
Prior education requirements: None
Level: MBO ( Secondary Vocational training) HBO (Higher Professional Education)
Duration of training:
1 day from 10.00 – 17.00
Number of participants: Maximum of 12
Contents training:
- A part of the training is the training “game explanation”. (for more information have a look at the description of the training game explanation).
- Perception and needs of different types of guests.
- Welcoming communication
- Welcoming way of setting boundaries
- Verbal and non-verbal communication
- Tune into the wishes and needs of guests
- Practical skills with regard to serving.
- Practise with the training actor.
Goals of the training Conflict Management (hospitality?)
After this training the participants are able to
- Welcome guests in the best possible way
- Optimize service to show guests that they are seen and appreciated
- Distinguish needs of different types of guests and anticipate this.
- Have a welcoming way of communicating with guests.
- Follow up the policy of the casino with regards to hospitality.
Approach:
In this training use is made of a training actor. Knowledge about hospitality will be transferred and shared through presentations.
Derogations: not applicable
Study load: 7 training hours and 3 hours of preparation/reflection
Special Requirements: none
Course Material: e-reader and e-learning, during the course we also provide material on paper.
Assessment: The trainer evaluates the participants on the aspects of attitude, motivation and behaviour. The participant needs to score at least sufficient on each topic.
Qualification:
After the end of successfully completing the course, participants will receive a digital certificate.
More information and/or request for quotation?
academy@centrumvoorverantwoordspelen.nl
0648204199
