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.

12 people

• Mixed training

The course combines face-to-face and distance learning. Learning takes place through a mix of sessions at the centre, virtual classes, online resources and regular support from the trainer.

• Room equipped with networked computer workstations
• Unmarked room with video projector

To help us improve the quality of our service, you can send us your suggestions or complaints using the form available on our website.

For participants with disabilities: training and certification arrangements can be adapted where necessary, with support from the disability liaison officer.

Participant satisfaction is assessed both during and at the end of the training course.

Post-training support is available.

Assessment takes place prior to the start of the training course.

Trainers experienced in individualising learning.

Assessors expert in observing and analysing results (mastery of skills).

Teachers certified by the French Education Nationale, Bac +3 trainers with significant experience in adult training, professional speakers.

Contact us to register for a meeting.

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

The establishment meets disabled access requirements (access ramps, lift)

Catering

A school restaurant and snack bar are available on the premises

Transport

In the town centre, close to the bus station and SNCF train station, as well as bus routes (Boulevard de Strasbourg, Place de la Liberté)

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.