My training themes
Delivering Exceptional Customer Service
Understand the customer journey and key moments to provide an outstanding experience.
Cultivate a service-oriented attitude and strong communication skills for exceptional customer experiences.
Learn techniques to handle challenging situations and build customer loyalty.
Cultivate a service-oriented attitude and strong communication skills for exceptional customer experiences.
Learn techniques to handle challenging situations and build customer loyalty.
Welcoming a Multicultural Clientele
Identify the specific needs of different nationalities visiting your establishment.
Understand the social norms and cultural sensitivities of international guests to avoid missteps and provide a respectful, personalized service.
Understand the social norms and cultural sensitivities of international guests to avoid missteps and provide a respectful, personalized service.
Making Customer Satisfaction a Priority
Understand the main causes of customer complaints and how to prevent them effectively.
Develop proactive communication strategies to prevent dissatisfaction.
Develop proactive communication strategies to prevent dissatisfaction.
Team Management
Recognize the added value of a manager.
Discover the three key factors for team performance.
Leverage motivational drivers to enhance team engagement.
Handle difficult situations effectively.
Discover the three key factors for team performance.
Leverage motivational drivers to enhance team engagement.
Handle difficult situations effectively.
Coaching Skills for Managers
Strengthen employee autonomy.
Analyse team members' performance.
Gain commitment to a development plan.
Choose the right type of support and ensure effective coaching follow-up.
Analyse team members' performance.
Gain commitment to a development plan.
Choose the right type of support and ensure effective coaching follow-up.
Turning Annual Appraisals into a Performance Booster
Prepare effectively your annual reviews.
Provide motivating and constructive feedback.
Set SMART and engaging objectives.
Handle delicate situations with confidence.
Ensure efficient follow-up after the review.
Provide motivating and constructive feedback.
Set SMART and engaging objectives.
Handle delicate situations with confidence.
Ensure efficient follow-up after the review.
About me
Creator and facilitator of training programs in English and in French since 2012.
35 years of experience, including over 20 years as an operational manager, in the hospitality and retail industries.
Learning and Development Manager for 8 years, and founder of the corporate university for The Ascott Limited group in Europe.
Graduate of the TUNON International School
“Digital Learning Manager” certification 2022
Certification “Luxury and Elegance, Etiquette and Protocol applied to Excellence in Customer Relations and the Art of Receiving” 2024
Trainer Diploma
2024
Training sessions conducted
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Participants
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Countries where I have conducted training
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Bilingual and bicultural
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