Leadership Module : Upselling and customer care  – Weds 10 Nov, 9.30am  – 1.00pm

“How to delight guests so they return and spend more!”


Why do it

–      understand needs of guests

–      learn how to make a difference

–      how to set standards of customer care

–      train staff to upsell more


Modules include

–      Understanding customers’ needs

–      Handling complaints

–      Making a difference

–      Delighting customers

–      Upselling techniques

–      Setting KPI’s & Tracking



–      Upsell to increase revenues

–      How to fix complaints

–      Increase guest satisfaction



Marc Thornton, DTA Marketing  – trainer, marketer and coach  – for 25 years to the hospitality industry. Marc has worked with most leading hotels in Ireland and in many different countries including Switzerland and the Caribbean. Marc is a recognised award winning trainer and Thought Leader in Customer Culture. His book “Winning Lifetime Customers” is recognised as a leading authority on customer care.


€35pp – book online