Hospitality Workshop
Peer learning activities that allow experts to share their vast experience.
The challenge was that flight attendants and customer service reps with years of experience were in the same class as maintenance and flight ops employees who might not be as familiar with hospitality.
The solution was to allow everyone in the class to learn from the experts sitting among them- peer learning with activities such as Speed Dating and a Problem Resolution Role Play.
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Video that explains the fundamentals of hospitality- learners are to write down at least one key point from the video to share
Brief explanation of the three types of service
We've all been there- on the receiving end of bad customer service. Everyone swaps horror stories, then chooses one story to discuss how the service could have been improved.
One customer is worth a lot of money
Instead of just telling learners, we ask for their take on how to overcome some of the challenges with listening to customers
Brief lecture on various customer service methods
Role play in front of the class on what to do when customers are angry