Customer Care

Designed to support all management leaders within the hotel and guesthouse sector

  • Date:

    • Tuesday 12th March 2024 – 9.30am – 1pm (incl. break)
     

    Course Overview:

    Cultural diversity in hotels in Ireland provides a unique opportunity for those working in the sector to develop skills to work effectively in a multicultural setting. However, with culture being an extensive subject and the natural tendency of each person to have cultural blindspots, cultural differences can often lead to misunderstandings, confusion, and the breakdown of workplace relationships. The purpose of this training is to develop the trainees’ cultural awareness and intercultural communication skills for working in a multicultural workplace, helping to reduce misunderstandings, prevent conflict, and contribute towards creating a productive and inclusive team. Developing cultural skills will support trainees in becoming highly competent team members and further develop their skills for career success in the sector.  

    This course is aimed at:

    This course is aimed at all team members that are working in an Irish hotel or guesthouse that has a multicultural workforce. All cultural backgrounds welcome and encouraged to attend.  

    After this course you will:

    • have more awareness of cultural differences that can influence daily workplace interactions
    • have a greater ability to recognise where differences in culture may be a factor in minor conflicts misunderstandings and be able to address them appropriately
    • have developed techniques and learned tips that will help them best deal with issues/misunderstanding that arise from cultural differences
    • have greater understanding of the experience of people from other cultural backgrounds
    • have learned Irish specific cultural nuances that will help with workplace interactions e.g. with guests, colleagues, and managers – team members who grew up in Ireland will gain additional awareness of these cultural nuances and team members who did not grow up in Ireland will gain awareness of how to adjust, if/when necessary, to these cultural aspects
     

    Format and delivery:

    3-hour workshop, plus break In person preferrable, online possible

     

    Trainer:

    AllTalk Training  

    Price

    Members: €95 pp

    Non-Members: €125 pp  
    This course is limited to 20 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Date:

    • 15th February 2024 – 9.30am – 1pm (incl. break)
     

    Course Overview:

    Cultural diversity in hotels in Ireland provides a unique opportunity for those working in the sector to develop skills to work effectively in a multicultural setting. However, with culture being an extensive subject and the natural tendency of each person to have cultural blindspots, cultural differences can often lead to misunderstandings, confusion, and the breakdown of workplace relationships. The purpose of this training is to develop the trainees’ cultural awareness and intercultural communication skills for working in a multicultural workplace, helping to reduce misunderstandings, prevent conflict, and contribute towards creating a productive and inclusive team. Developing cultural skills will support trainees in becoming highly competent team members and further develop their skills for career success in the sector.  

    This course is aimed at:

    This course is aimed at all team members that are working in an Irish hotel or guesthouse that has a multicultural workforce. All cultural backgrounds welcome and encouraged to attend.  

    After this course you will:

    • have more awareness of cultural differences that can influence daily workplace interactions
    • have a greater ability to recognise where differences in culture may be a factor in minor conflicts misunderstandings and be able to address them appropriately
    • have developed techniques and learned tips that will help them best deal with issues/misunderstanding that arise from cultural differences
    • have greater understanding of the experience of people from other cultural backgrounds
    • have learned Irish specific cultural nuances that will help with workplace interactions e.g. with guests, colleagues, and managers – team members who grew up in Ireland will gain additional awareness of these cultural nuances and team members who did not grow up in Ireland will gain awareness of how to adjust, if/when necessary, to these cultural aspects
     

    Format and delivery:

    3-hour workshop, plus break In person preferrable, online possible

     

    Trainer:

    AllTalk Training  

    Price

    Members: €95 pp

    Non-Members: €125 pp  
    This course is limited to 20 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Delivery This three hour session will be delivered onsite. Who should attend? All frontline staff who engage with customers. Modules include:
    • Understand latest customer care developments
    • Identifying customers’ expectations
    • Estimate the level of customer care here and plans to increase it!!
    • Explain Madness – doing the same thing all the time and expecting a different result
    • Difference between Service and CUSTOMER Service
    • Calculate the “Lifetime Value” of a customer and understand the implications of losing a customer (Golden Rule!)
    • Understanding why we lose customers – staff behavior major reason
    • Handling Complaints and empowering staff to do “something extra”
    • Learning from complaints – “+1” books
    • Setting Customer Care Standards – appearance, friendliness, professionalism, greetings
    • Importance of word of mouth – must do something different to get guests to talk about you
    • Upselling tactics
    Outcomes
    • A recognisable superior selling and customer culture throughout
    • A culture which new employees will easily enter and be part of your ethos
    • The golden rule is understood by all “never lose a guest”
    • Empower staff to deal with complaints
    • Immediate elimination of customer complaints
    • Substantial increase in delighted guests
    • Leading to increased percentage of returning guests
    • Increased sales per staff member
    • Increased profits!
    • Great reviews
      Trainer The trainer is Marc Thornton of DTA Marketing is a leading marketing, sales and customer care trainer in the hospitality market. Price €360 for delivery onsite in your premises (max 30 staff) €30 pp if an open programme (sharing with another hotel - min. 12 participants)   For more information or to book, call Dervla O'Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Date:

    • Thursday, 28th March - online 10 – 11.30 ( 90 minutes)
     

    Who should attend:

    Hotel HR Managers, Supervisors and HOD’s    

    About:

    It is not always obvious when someone is different, disabilities can take many hidden forms. LGBTQIA people are not always ‘out’ and someone can be shaped by their ethnicity. The HR Suite have designed this course to educate employees on how to create inclusive workplaces, where simple changes to behaviour and attitude can ensure all employees feel included. This course is designed to provide learners with an understanding of what is meant by diversity and inclusion in the workplace. Recognise what is acceptable and unacceptable behaviour. It is intended to increase the learner’s knowledge on how to be more inclusive regardless of an employee’s beliefs, opinions or backgrounds.  

    What is covered:

    • What is meant by Diversity & Inclusion
    • Legislation Governing the Area of D&I
    • Discrimination, Dignity and Respect
    • Key areas of Diversity
    • Unconscious Bias
    • Pledge a Commitment

     

    Trainer:

    Norma Fitzgibbon of HR Suite  

    Price

    Members: €65 pp

    Non-Members: €80 pp  
    This course is limited to 14 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Dates:

    • Starting Tuesday 19th March and every Tuesday for 4 weeks
    • 9.30 am – 12.30pm, 3 hours plus 30 min break, by webinar
     

    Course Overview:

    Employees whose first language is not English can often reach a good level of English while still being unaware of cultural differences in what type of communication is considered  professional in Ireland. Team members who have a good level of English but would benefit from understanding the cultural nuances of using the language can improve these skills on this course. They will also have the opportunity to practice their English skills with a skilled trainer so that they develop their confidence, which can significantly impact performance and career progression.  

    This course is aimed at:

    This course is aimed non-native English speakers  who are currently working as hotel supervisors or managers or those who wish to move into such roles in the future. Trainees must have an intermediate or advanced level of English to take part in this training.  

    After this course you will:

    • be able to build better team relations through positive and appropriate communication styles
    • be able to give effective feedback in a clear but culturally appropriate manner
    • be able to recognise the different cultural viewpoints to authority and decision-making
    • understand how cultural viewpoints create differing expectations of leaders and team members.
    • understand indirect communication style associated with Ireland and be better able to understand someone when they communicate in this way
    • develop a mindset towards their English skills that enables continued improvement and professional growth
    • know how to be politely assertive in the workplace
    • be able to deal with customer and staff complaints in a culturally appropriate manner
    • develop writing skills for professional emails
    • develop skills to effectively communicate and check understanding amongst team members from various language and cultural backgrounds
    • enhance ability to move from semi-formal to formal communication as required (especially in written communication)
    • develop skills to effectively communicate and check understanding amongst team members from various language and cultural backgrounds
     

    Format and delivery:

    This is an interactive course delivered over 4 half days where trainees will have the opportunity to practise the communication techniques covered.

     

    Trainer:

    AllTalk Training  

    Price

    Members: €195 pp

    Non-Members: €250 pp  
    This course is limited to 20 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Out of stock

    Dates:

    • Starting Tuesday 20th February and every Tuesday for 4 weeks
    • 9am – 12.30pm, 3 hours plus 30 min break, by webinar
     

    Course Overview:

    Employees whose first language is not English can often reach a good level of English while still being unaware of cultural differences in what type of communication is considered polite and professional in Ireland – often non-native English speakers can come across as rude or unprofessional causing unintentional offence or disrespect, negatively impacting on team relations and customer service. Competence in English is also a key element that can affect a non-native speakers likelihood to be proactive in various situations in the workplace. Lack of confidence in English can significantly impact performance and career progression. Team members who have a good level of English but would benefit from understanding the cultural nuances of using the language can improve these skills on this course. They will also have the opportunity to practise their English skills with a skilled trainer so that they develop their confidence in using the language.  

    This course is aimed at:

    This course is aimed non-native English speakers  who are currently working as hotel supervisors or managers or those who wish to move into such roles in the future. Trainees must have an intermediate or advanced level of English to take part in this training.  

    After this course you will:

    • be able to build better team relations through positive and appropriate communication styles
    • be able to give effective feedback in a clear but culturally appropriate manner
    • be able to recognise the different cultural viewpoints to authority and decision-making
    • understand how cultural viewpoints create differing expectations of leaders and team members.
    • understand indirect communication style associated with Ireland and be better able to understand someone when they communicate in this way
    • develop a mindset towards their English skills that enables continued improvement and professional growth
    • know how to be politely assertive in the workplace
    • be able to deal with customer and staff complaints in a culturally appropriate manner
    • develop writing skills for professional emails
    • develop skills to effectively communicate and check understanding amongst team members from various language and cultural backgrounds
    • enhance ability to move from semi-formal to formal communication as required (especially in written communication)
    • develop skills to effectively communicate and check understanding amongst team members from various language and cultural backgrounds
     

    Format and delivery:

    This is an interactive course delivered over 4 half days where trainees will have the opportunity to practise the communication techniques covered.

     

    Trainer:

    AllTalk Training  

    Price

    Members: €195 pp

    Non-Members: €250 pp  
    This course is limited to 20 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Date:

    • Tuesday, 13th February 2024
    • Online – half day - 9.30am to 1pm
     

    Who should attend:

    Sales and events teams, and anyone who does a show-around of the hotel.

    What will you Learn?

    • What is the function of a FAM trip versus a site visit
    • Who organises them and who attends
    • What do you need to prepare
    • How to create a VIP welcome
    • Tips for delivering the perfect FAM
    • Tips for delivering the perfect site visit
    • How to follow up to achieve conversions
     

    Trainers:

    Mandy O'Rorke Mandy is a dedicated tourism and hospitality professional with over 20 years’ experience in commercial operations, marketing, event management, leisure, and business tourism. She has played a key role in the success of prominent tourism and hospitality businesses in Ireland, spanning hotels, retail, DMCs and online travel agents. Through a goal focused and empathetic approach Mandy excels in supporting tourism businesses to maximise opportunities and enhance their overall performance.   Elaine McInaw With over 20 years of experience, Elaine is a dynamic, goal-driven senior industry professional. She excels in proactive/reactive sales, PR, communications, pricing, revenue management, lead generation, key account management, data analysis, and customer engagement. Her expertise spans offline and online channels, encompassing domestic and global markets.  

    Price

    Members: €65 pp

    Non-Members: €85 pp  
    This course is limited to 12 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie
  • Date:

    Thursday 18th April 2024, from 9.30am – 1pm (incl. 30-minute break), online

    Maximum no. of trainees per workshop: 16 trainees

    Delivery: Live, instructor-led training, online

     

    Why do this?

    Cultural diversity is beneficial to any team and organisation. However, multicultural teams also come with certain challenges when it comes to communication and collaboration.

    This training will help you navigate these challenges and upskill your employees so that your multicultural teams can produce their best results.

    Reduce communication issues. Increase productivity and performance. Foster inclusion and employee engagement.

     

    Who should attend:

    HoDs and anyone working with diverse teams, HR and GMs.

     

    Outcomes include:

    • Learn about language and cultural differences and their impact on employee engagement and motivation
    • Develop cultural intelligence to support you in interactions with your team
    • Learn about the common cultural unconscious biases that can negatively impact recruitment and development decisions as well as affecting employee engagement and retention
    • Become familiar with Global English to allow for easier communication with team members from other language and cultural backgrounds
    • Discover easily implemented strategies for inclusion allowing all employees to reach their potential
    • Learn how to deliver feedback effectively across language and culture differences
    • Learn how to ensure that your message is clearly understood by all

    Trainer:

    All Talk Training: All talk Training are specialists in English training focused on hotel terminology and language.  

    Price:

    €65 pp (members)

    €85 pp (non-members)  

    Booking:

    Book online below. For more information, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626 for more information
  • Date:

    Thursday 21st March 2024, from 9.30am – 1pm (incl. 30-minute break), online

    Maximum no. of trainees per workshop: 16 trainees

    Delivery: Live, instructor-led training, online

     

    Why do this?

    Cultural diversity is beneficial to any team and organisation. However, multicultural teams also come with certain challenges when it comes to communication and collaboration.

    This training will help you navigate these challenges and upskill your employees so that your multicultural teams can produce their best results.

    Reduce communication issues. Increase productivity and performance. Foster inclusion and employee engagement.

     

    Who should attend:

    HoDs and anyone working with diverse teams, HR and GMs.

     

    Outcomes include:

    • Learn about language and cultural differences and their impact on employee engagement and motivation
    • Develop cultural intelligence to support you in interactions with your team
    • Learn about the common cultural unconscious biases that can negatively impact recruitment and development decisions as well as affecting employee engagement and retention
    • Become familiar with Global English to allow for easier communication with team members from other language and cultural backgrounds
    • Discover easily implemented strategies for inclusion allowing all employees to reach their potential
    • Learn how to deliver feedback effectively across language and culture differences
    • Learn how to ensure that your message is clearly understood by all

    Trainer:

    All Talk Training: All talk Training are specialists in English training focused on hotel terminology and language.  

    Price:

    €65 pp (members)

    €85 pp (non-members)  

    Booking:

    Book online below. For more information, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626 for more information
  • Date:

    Tuesday 5th November 2024, from 9.30am – 1pm (incl. 30-minute break), online

    Maximum no. of trainees per workshop: 16 trainees

    Delivery: Live, instructor-led training, online

     

    Why do this?

    Cultural diversity is beneficial to any team and organisation. However, multicultural teams also come with certain challenges when it comes to communication and collaboration.

    This training will help you navigate these challenges and upskill your employees so that your multicultural teams can produce their best results.

    Reduce communication issues. Increase productivity and performance. Foster inclusion and employee engagement.

     

    Who should attend:

    HoDs and anyone working with diverse teams, HR and GMs.

     

    Outcomes include:

    • Learn about language and cultural differences and their impact on employee engagement and motivation
    • Develop cultural intelligence to support you in interactions with your team
    • Learn about the common cultural unconscious biases that can negatively impact recruitment and development decisions as well as affecting employee engagement and retention
    • Become familiar with Global English to allow for easier communication with team members from other language and cultural backgrounds
    • Discover easily implemented strategies for inclusion allowing all employees to reach their potential
    • Learn how to deliver feedback effectively across language and culture differences
    • Learn how to ensure that your message is clearly understood by all

    Trainer:

    All Talk Training: All talk Training are specialists in English training focused on hotel terminology and language.  

    Price:

    €65 pp (members)

    €85 pp (non-members)  

    Booking:

    Book online below. For more information, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626 for more information
  • Date:

    Thursday 10th October 2024, from 9.30am – 1pm (incl. 30-minute break), online

    Maximum no. of trainees per workshop: 16 trainees

    Delivery: Live, instructor-led training, online

     

    Why do this?

    Cultural diversity is beneficial to any team and organisation. However, multicultural teams also come with certain challenges when it comes to communication and collaboration.

    This training will help you navigate these challenges and upskill your employees so that your multicultural teams can produce their best results.

    Reduce communication issues. Increase productivity and performance. Foster inclusion and employee engagement.

     

    Who should attend:

    HoDs and anyone working with diverse teams, HR and GMs.

     

    Outcomes include:

    • Learn about language and cultural differences and their impact on employee engagement and motivation
    • Develop cultural intelligence to support you in interactions with your team
    • Learn about the common cultural unconscious biases that can negatively impact recruitment and development decisions as well as affecting employee engagement and retention
    • Become familiar with Global English to allow for easier communication with team members from other language and cultural backgrounds
    • Discover easily implemented strategies for inclusion allowing all employees to reach their potential
    • Learn how to deliver feedback effectively across language and culture differences
    • Learn how to ensure that your message is clearly understood by all

    Trainer:

    All Talk Training: All talk Training are specialists in English training focused on hotel terminology and language.  

    Price:

    €65 pp (members)

    €85 pp (non-members)  

    Booking:

    Book online below. For more information, email Dervla O’Neill at oneilld@ihf.ie  or call 086 083 6626 for more information
  • Out of stock

    Join us and unlock your speaking confidence!

      Have you ever been tasked with delivering a presentation at a Hotel meeting?   Maybe your nerves have taken over and  your message isn’t connecting with team.   After attending this course – Imagine you have a clear, concise message which you deliver confidently. Moreover - You actually enjoy presenting!

    Dates:

    • Wednesdays 10th and 17th April 2024 (2 half days)
    • 9.30am to 1pm, online
     

    Course Overview:

    This training is to help participants develop and improve their presentation skills.  

    Who is it for?

    This training is for anyone who delivers presentations as part of their role in their Hotel.

    Learning Outcomes:

    • Recognise the core structure of effective presentations
    • Assess what type of opening is most appropriate
    • Craft a strong call-to-action
    • Illustrate their points with relevant slides
    • Recognise how to deliver with impact
    • Identify strategies to deal with nerves
    • Create a clear, concise presentation
     

    Content:

    • Participants deliver short presentation & receive feedback (group)
    • How to ACE a presentation - Audience, Content, Engagement
    • Using PowerPoint effectively
    • How you look – posture, body language, dress
    • How you speak – pitch, tone, pace, vocal variety, language
    • Creating a connection with the audience
    • Effective delivery skills
    • Dealing with Q&A
    • Dealing with nerves
    • Participants deliver short presentation & receive feedback (group)
     

    Facilitator:

    Maureen McCowen Maureen McCowen is an international Public Speaking trainer, with particular focus on Presentation Skills. Maureen’s clients include Sky Ireland, Eirgrid, Hewlett Packard Financial Services, Fortinet (Latin America & Canada), Bord Bia and ISME Skillnet. She is a member of the Professional Speaking Association.  

    Price

    Members: €75 pp

    Non-Members: €100 pp  
    This course is limited to 8 people. Book your place below. For more information, call Dervla O’Neill on (086) 083 6626, or email: oneilld@ihf.ie

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