From that all important first impression, to the final farewell, our customer service training covers all areas of your customer’s journey. Whether you need to improve guest feedback, shake up and innovate the service you offer, empower your team to handle complaints or implement a completely new way of working, we can help.
Customer service management
It is vital that in today’s competitive market, customer-facing businesses stay one step ahead. You may need to review your entire approach to service, reinforce an existing strategy, or empower your management team to lead by example when it comes to customer service – all areas of expertise here at Kirkland Training.
Reception and front of house
Your front of house team is the face of your business and the starting point for a great customer experience. We can work with your team to ensure that they are offering a memorable experience from the welcome to the farewell, on the telephone and face to face.
From the first impression to the closing the sale, great enquiry handling doesn’t happen without great training. Our expert trainers specialise in improving your enquiry conversion through improving the attitude, enthusiasm, skill and knowledge of your team.
We can offer specialist training for your sales team which will help them to move from reactive to proactive. We can help your team to grow sales through key account management, proactive sales research and calls, appointment and show-round skills and great client relationships.
At Kirkland Training we have many years of combined experience in developing and implementing successful revenue management programmes for businesses in all areas of the accommodation sector. We can help plan strategy, work with your senior managers to implement new procedures and practices, and gain the buy-in of the customer-facing team to deliver results.
With a higher turnover than most areas, regular training is a must for food and beverage teams. We will engage them with fun, interactive training which will improve the way they look after their guests and ensure that customers will return and recommend!
Conference, meetings and events
We are experts in this dynamic and exciting area of the hospitality business. From setting strategies and improving office procedures, to providing great sales, show-round, appointment and enquiry handling training, we can help.
Weddings and special events
Planning one of the most special days in someone’s life takes a special kind of person. Once you’ve found them, we can ensure that they have the skills, attitude and behaviour required to convert enquiries into bookings. Whether it’s 1:1 training or training for teams across a number of sites, we can help.
The attractions market encompasses such a diverse range of business, from charities to stately homes, theme parks to zoos and farms! We can help to ensure that you and your teams offer service to make you stand out in the crowd, and make the most of every sales opportunity. However large or small, unique or unusual, we’ll help you to be the best you can be.
Hotel property management systems
Getting the most out of your PMS can give you the edge on your competitors in terms of guest data, guest focused systems and procedures and marketing strategy. We believe that if your teams are confident in using their system they will be able to engage in a more proactive and natural manner with their guests. Our specialist partner can help with researching, selecting and implementing new systems as well as developing and training on existing systems. We can also provide bespoke training manuals to support ongoing learning.
Team development and team building
The most successful businesses are the ones which place their people at the heart of what they do. Whether you need 1:1 management development, to develop supervisory skills for your future leaders, or large scale team building sessions, at Kirkland Training we will design the perfect solution for you.
Kirkland Training has a proven track record in designing and delivering high energy, motivational training for new hotel openings. We will ensure that your new managers and their teams have the right strategy, skills and enthusiasm to throw open the doors of their new hotel with confidence and pride!
Training manuals and support material
Great quality support material can help support and maintain your standards. Kirkland Training can design induction programmes, SOP manuals, business operating procedures and development programmes which won’t be left on the shelf after the novelty wears off!
Do you need a new programme
for your own in-house team to deliver?
We will develop the perfect programme for you, based on your needs, aims and objectives, and delivered with professionally-designed presentations, trainer notes and support material ready to be run by your team. We’ll work with your training team, providing additional ‘train the trainer’ skills if required, to ensure that they feel confident and happy to deliver the programme to their teams.
Looking for an engaging, passionate industry speaker to liven up your event?
We can help. Our senior team regularly speak at nationwide events, large and small, on a variety of subjects relating to customer service, sales, hospitality and tourism. Delivered with energy, expertise and humour, we will engage and inspire your audience and offer something a little different to the norm! Get in touch to discuss what we can do for you.