Dinesh Divekar
Business Mentor, Consultant And Trainer
Educationist, Motivational Speaker, Lean
+2 Others

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I am an aspiring soft skills trainer and I want to approach a hotel GM with a proposal to train his staff. How should I go about it? What topics should I include? Can somebody please help me with this? Thank you.

Dear Sandhya,
Most of the hotel GMs look for training on verbal communication, guest handling, maxims of politeness, front office etiquettes and above all body language.
Body language is given extremely importance in hotel industry. Even managers are recruited on their body language.
From my point of view, all the above are superficial skills. The real skills of manager are analytical skills, decision making skills, conflict handling skills, negotiating skills etc. But I am yet to come across with any hotel that has asked for training on these modules, whatever type of star hotel that may be.
Dinesh V Divekar

Dear Sandhya,
In addition to Mr. Dinesh's points you can also have telephone etiquettes, Table etiquettes,(As many of the stewards still dont know from which side to serve the food & from which side to serve the beverages) Techniques of upselling, Importance of smile, Grooming Standards, Hygiene in the hotel, etc

Hi Sandhya,
As per my experience, My clients from Hotel Industry concentrated on following topics.
1) Public Speaking & Presentaion skills
2) communication skills [verbal & non-verbal]
3) Body Language
4) Fun at work
5) Business Etiquettes
Let me know if you need more Info.

Hi Sandhyacr
Well, as what is mention by some excellent colleagues, what's important are communication skills as well as understanding Body Language for starters. Grooming and skills associated with the job itself are also important, for example: Serving Skills and Upselling Skills for Restaurant / Servers.
What's important for me is to make them understand why they are there and doing it. The staff must comprehend that is not just a paying job but how they fit in and why they must wholeheartly ensure customer satisfaction.
This is my two cents...

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