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Hospitality Training

YOU ARE THE HEART OF OUR HOSPITALITY COMMUNITY!

The Lakeville Convention & Visitors Bureau is very excited to share our hospitality training program with our local businesses. In January and March of 2024, we teamed up with Bob Anderson of Star Performance for sessions that refreshed, renewed, and revived our hotel and hospitality businesses teams placing our visitors at the HEART of our sessions.

WEEK ONE: HAPPY

Trust is built on first impressions!

  • Make Eye Contact 10 Feet Out
  • Smile 5 Feet Away
  • Greet with a Happy HELLO

WEEK TWO: ENGAGE

  • One way to CONNECT is by using open ended questions to create an interactive dialogue “what can I help you find while in town?”
  • One way to CONSULT is to offer suggestions regarding local experiences that fit their personalities
  • One way you can CONFIRM by learning how the guest felt about their experience

WEEK THREE: APPEARANCE

  • ATTIRE (What you wear is important)
  • ATTITUDE (How you wear it matters: stand straight and tall, look people in the eye)
  • ACTIONS (Showtime! Act happy even if you might not feel that way)

WEEK FOUR: RESOLVE

Problems are only opportunities in work clothes!

  • RADAR (Always be looking for, not avoiding, a customer with a problem or issue)
  • RESPECT (Stay positive in a negative situation)
  • RESPOND (Use the EMT process: empathize, make suggestions, take action)

WEEK FIVE: TEAM

The strength of the team is each individual member. The strength of each member is the team” – Phil Jackson, LA Lakers

  • TALK (to understand each other)
  • TRUST (are the small actions. Trust must be earned)
  • THRIVE (What’s in it for me? Your true strengths, passions and goals. What are your team members?)
HEART of Hospitality
HEART of Hospitality
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