Full course description
Course Rationale
This course meets the evolving demands of the lodging industry, where guests expect exceptional service amidst dynamic changes. Tailored for professionals in nature-centric lodges, this course delves into the unique blend of comfort and adventure that defines lodge experiences. It aims to equip participants with in-depth insights and skills necessary to effectively manage various lodge departments, ensure guest satisfaction, and foster cohesive teamwork for consistent excellence.
Learning Outcomes
- Understand the Nuances of the Lodge Environment
- Distinguish Roles and Responsibilities of Lodge Departments
- Deliver Exceptional Customer Service
- Effectively Handle Guest Complaints
- Work Cohesively in a Team Setting
- Stay Abreast of Industry Trends
Topics Covered
- Understanding lodge departments and their roles
- Excellence in customer service
- Handling guest complaints and inquiries
- Teamwork in lodge operations
By the end of this course, participants will be able to:
- Navigate the unique challenges and opportunities that the lodge environment presents.
- Detail the specific roles of each lodge department, ensuring operational efficiency and guest satisfaction.
- Implement best practices in customer service, tailored for the lodge setting.
- Tactfully and effectively address guest complaints, turning potential negatives into positives.
- Collaborate with different departments, ensuring a harmonious working environment and optimised guest experiences.
- Continuously adapt and innovate in their roles, leveraging industry trends and guest feedback.