All the following programs can be a half or full day programs as well as a breakout session or keynote. Katharine customizes every presentation to fit your group’s needs.
After meeting with you and gaining a full understanding of the goals for your event, Katharine will customize a presentation just for you.
A Good Front Line Impacts your Bottom Line
This training is designed to teach consistency and professionalism when handling clients, guests, and residents. Using her unique approach, Katharine will show you how to deliver seamless, memorable and positive service experiences that elevates your customer’s experience. They might not remember what you said, but they will remember how you made them feel. Katharine will move your staff to the next level by showing them how to act and think like a five star concierge, even if they’re not.
Five-Star Concierge Success
Drawing on over 30 years’ experience in the concierge industry, Katharine provides clear step-by-step information and will teach your staff how to actually BE a five star concierge! New employees do not walk through the door and instantly have the skills to do their new job. Nor can you expect them to instantly transform themselves into an extraordinary concierge overnight! As guests/clients/customers arrive at your facility, they have many things on their mind. A welcoming smile and a friendly face offering services to ease their stress go a long way to alleviating some of their stress.
Whether it’s arranging hotel accommodations, car services, running errands, travel assistance, transportation, business services, entertainment or dinner reservations. They can even arrange for lunch or dinner to be delivered! Your concierge is a one-stop shop for virtually anything you could possibly think of. Everyone single one of us is trying to squeeze 36 hours into a 24 hour day … and your new staff can help people do that. By the end of the session, your new concierge staff will know exactly what they have to do and will have a better working knowledge of how to get there!
How to Put on a Hazmat Suit in a Toxic Environment
Based on her book “Rainbows and Banana Peels”, Katharine will speak about keeping a positive attitude at work while your personal world is falling apart. It’s really hard to be happy and positive in front of your clients if your brain is concentrating on the bomb that was just dropped on you. Drama at the office of any kind also makes it hard to greet clients with a genuine smile. You might not be able to control what life throws at you, but you can certainly change your perspective about it. Your emotions will then level out and it will be easier to provide outstanding service to your clients.
A breast cancer survivor, Katharine talks about how essential perspective is to business and life. Since only 10% of your success comes from the outside, your perspective about a situation is critical to its success or failure. YOU decide how this plays out. Katharine will offer tools and tips on how to keep your focus strong so you can get to where you want to be.
Available nationwide by arrangement and as a last-minute guest.
To book me to speak at your next event or training session, please email or call us during normal business hours, and we will respond by the next business day.