Customer service for bar and gaming staff

The bar and gaming areas are the “hub” of the Hotel or Club.  It is critical for revenue and customer service that staff handle transactions quickly and efficiently.  Staff also need to be the eyes and ears of the establishment meeting Licensing regulations and fostering a safe and secure environment.  This practical workshop teaches staff the essentials of anticipating and meeting the patrons needs in a busy environment so they can provide outstanding levels of customer service. 

Who should attend: This practical and motivational workshop should be offered to all members of the bar and gaming team.  Supervisors should also attend so they can support staff implementing the ideas from the workshop

Outcomes: At the completion of the program participants will have a clear understanding of the Customer Service Performance standards.   They will also understand the importance of fostering a safe and secure environment

Methodology: Learning tools used in this interactive workshop include; workbook,  power point, role playing, team and communication building games.

Topics covered in this workshop include

Presentation of the bar and surrounding areas
The importance of dress & grooming when establishing a good first impression
The six secrets to making patrons feel welcome
Requirements for compliance
Techniques for coping with a busy service area (attitude!)
Image
Attention to order
Presentation and handling of products
Efficient handling of transactions
Checklist for effective housekeeping and cleanliness
Your role in security – fostering a safe and secure environment
Thanking the patron