Developing the Customer Experience and Guest Engagement

Melanie has worked in the hospitality industry in key sales roles for over twenty years and now offers support to businesses both large and small as a consultant and trainer.  Her experience working with  leading brands including; Marriott, Hilton, The Grove, The Belfry and The Lowry Hotel, to name just a few, has provided the firm foundation to enable her to offer a variety of Sales and Leadership Training and Development Support to other organisations.Specialist areas include: Communication Skills, Consultative Selling, Enquiry Handling, Account Management, Negotiation, Sales Leadership and Food and Beverage Up Selling.The consummate professional, Melanie has a natural aptitude to adapt her approach to different organisations and management styles and can blend her training and approach to suit the needs of your business however large or small.EXPERIENCE  - 25 years’ experience in the tourism and hospitality industry with Marriott, Hilton, Rocco Forte, The Grove, The Belfry and Macdonald Hotels • CORE SKILLS  - Strategic assessment of sales and marketing functions and effectiveness - Customer Service and Communications Skills development - Business restructure and team development - Design and delivery of core sales & leadership training programmes - On site and field based coaching and development of individuals • ADDITIONAL SKILLS - Event Sales Development - Food & Beverage Service Delivery & Up Selling - Key Account Management - Marketing & PR • QUALIFICATIONS - CIPD Training Design - Group Training Skills, Feedback & Coaching and Train the Trainer - Ashridge - Service Leadership and Business ExcellenceT  01766 522751 / 07790 499779 E melanie@melaniecash.co.uk SM  http://uk.linkedin.com/in/melaniecash1

Melanie Cash

Workshop covering all aspects of the customer journey, how to engage with guests, further develop the customer experience and drive revenues

<h2>Virtual Workshop</h2>The aim of this training is to improve the confidence of everyone in your business; in communicating with guests, visitors and colleagues, enabling a better understanding of their specific needs, develop the customer journey and enable them to enhance the customer experience further, whilst also increasing spend during their visit or stay.This training workshop is suitable for any guest/visitor facing team members and managers who want to develop their skills in developing the customer experience and become confident in how to engage with customers and visitors in their business. o	Identify what constitutes excellent service and how customer service differs from customer experience o	Identify the experience you want your guests/visitors to haveo	Establish who your guests/visitors are and how they like to be treatedo	Assess existing guest/visitor experience and identify 1-2 things your team can take responsibility for to improve the customer experienceo	Identify how behaviour affects the customer experienceo	Demonstrate how to make a great first impression and leave a positive lasting impression(includes a PDF copy of the training materials and a workbook to complete during training)

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Developing the Customer Experience and Guest Engagement

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Developing the Customer Experience and Guest Engagement

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