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Hospitality service

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The question was posted by Stephen on 23/11/2017 12:47:34


Im looking to help improve our customer service standards within our hotels, does anyone use anything other than the basic customer service programmes? Thanks Stephen

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Stephen has requested the following response type(s):
General advice and information:
Recommendations of other people's products and service.
(Those responding will not be able to promote their own services):
Information from Trainers' Library members about their products and services that will help me:

Have you tried using Forum Theatre? We've used it a lot on customer service issues, in hotels and elsewhere, and it always provides a powerful learning experience that is tailored to the client's needs. If you don't know about Forum Theatre, you can get a sense of how it works from the short video on my website: Tim
Hi Stephen,

Take a look at Diamond and Glass in Trainers' Library. I think you'll find it useful:

You might also find The Hotel Booking useful:

Finally, if you're looking at a more senior/strategic level, you might want to consider something like adapting 'Hotel Doldrums' or looking at some of our materials on CRM.

If you'd like more specific advice, linked to your learning objectives, get in touch through Mentor: - we'll be very pleased to help.

Warm regards,


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