Date: 30th June 2014

Venue: Belgrade, Serbia

Web: www.mate-bg.com

Brief description:

Seminar “Providing Quality Service in the Hospitality Industry” will be held on 30th June 2014 in Belgrade, Serbia.

As the hospitality sector of the Serbian economy grows, so too will demands for increased levels of service quality from visitors who have a wider range of travel experiences. In order to remain successful, those in the hospitality industry in Serbia will need to be able to provide a level of service expected by these more discerning travelers.

The purpose of this program will be to provide those in the hospitality industry the understanding of specific tools that will allow them to continue to provide outstanding customer service.

Seminar is designed for Manager-level employees in the hospitality industry

Upon completion of the seminar, participants will:

–          Understand the “GAP” model of service quality and how to use it to diagnose and overcome service problems

–          Understand how to engage in “service blueprinting” to better understand the relationship between service operations and frontline service delivery

–          Understand how loyalty programs should be used to enhance customer satisfaction and repatronage

–          Understand how to successfully overcome service failures that are specific to the hospitality industry.