Banquet and reception services: Additional sales in catering/reception (Hotel, Café, Restaurant)

By the end of this 14-hour training course, participants will be able to:

• Welcome and deal with customers professionally (attitude, verbal and non-verbal communication, active listening).
• Understand and respond to customer needs (paraphrasing, confirmation, managing tension).
• Suggest additional sales in a natural way (suggestion techniques, sensory-based sales pitches, appropriate timing).
• Structure a comprehensive sales process (welcome, listening, advice, proposals, closing the sale, thanks).
• Build customer loyalty through simple measures (recognition, personalisation, loyalty programmes).
• Preventing disputes and managing sensitive situations (DESC method, assertive communication).
• Coordinating the dining room and reception to ensure a consistent customer experience.

Day 1: Mastering the basics of customer service and sales in the dining room and at reception

• Knowing how to welcome and handle a customer
• Understanding and meeting the customer’s needs
• Suggesting additional sales in a natural way
• Structuring the sales approach and enhancing customer satisfaction

Day 2: Building customer loyalty and managing sensitive situations

• Understanding the factors that drive satisfaction and loyalty
• Handling sensitive situations and complaints
• Building a lasting customer relationship
• Preventing disputes and demonstrating professionalism

• Certification of prior learning

• All audiences

• Experience in reception, customer service or sales within the hospitality sector.
• A desire to develop skills in sales and customer retention techniques.

16 people

• Fully classroom-based training

The training course takes place in person at the centre, which provides the ideal setting for building group dynamics, encouraging interactive discussions between trainees and making use of professional equipment.

• Equipped technical platforms
• Room equipped with networked computer workstations
• Plateforme Learning Management System
• Unmarked room with video projector

Positioning upstream of training entry.

Taking account of beneficiary satisfaction during and at the end of training.

Possibility of post-training support.

Expert trainers in specialist fields

Teachers certified by the French Ministry of Education, trainers with a three-year higher education qualification and significant experience in adult education, and professionals from the industry.

Trainers with experience in tailoring learning to individual needs.

This training course is aimed at hospitality professionals involved in upselling, to help them optimise their performance in their roles as:

• Waiters, head waiters, dining room managers
• Receptionists, front-of-house staff
• Department heads, establishment managers
• Sales managers in the hospitality sector

Access for people with disabilities

A 100% practical approach: short, hands-on training.

Funding: 100% covered for AKTO member companies with fewer than 50 employees.

Benefits for businesses:

✔ Rapid skills development: Techniques that can be applied straight away.

✔ Customer loyalty and increased turnover: Through well-managed upselling.

1st training session, we have no Quality indicators.