PT A101/C2-01-D/C5 The Art of Concierge Training Manual Report FINAL NOVEMBER 2014 Developed by USAID Economic Growth Through Sustainable Tourism Project ECONOMIC GROWTH THROUGH SUSTAINABLE TOURISM PROJECT A101/C2-01-D/C5THE ART OF CONCIERGE TRAINING - MANUAL REPORT Contract No. EPP-I-00-06-00013-00, Task Order No. AID-278-TO-13-00002 ECONOMIC GROWTH THROUGH SUSTAINABLE TOURISM PROJECT 2 This publication was produced by the USAID/ Economic Growth Through Sustainable Tourism Project, under the direction of Ibrahim Osta, Chief of Party. ECONOMIC GROWTH THROUGH SUSTAINABLE TOURISM PROJECT 3 Table of Contents LEARNING OBJECTIVES ........................................................................................................................... 6 INTRODUCTION ..................................................................................................................................... 6 WHAT IS TOURISM? ............................................................................................................................... 7 TRAVELER TERMINOLOGY FOR TOURISM ............................................................................................................................... 8 CLASSIFICATION OF VISITORS SEGMENTS ............................................................................................................................. 8 PURPOSES OF TRAVEL .......................................................................................................................................................................... 9 COMPONENTS OF TOURISM & TOURISM MANAGEMENT .............................................................................................. 9 BENEFITS AND COSTS OF TOURISM .......................................................................................................................................... 10 TOURISM IN JORDAN ............................................................................................................................ 10 MAIN TOURIST DESTINATIONS ....................................................................................................................................................... 11 Ancient Sites .......................................................................................................................................................................................................... 11 Religious Tourist Sites ...................................................................................................................................................................................... 11 Seaside sites ........................................................................................................................................................................................................... 11 Sightseeing ............................................................................................................................................................................................................. 12 Natural reserves .................................................................................................................................................................................................. 12 MORE ABOUT AMMAN ......................................................................................................................... 13 HISTORY ......................................................................................................................................................................................................... 13 GEOGRAPHY ................................................................................................................................................................................................ 14 Climate ..................................................................................................................................................................................................................... 14 Districts ................................................................................................................................................................................................................... 15 TRANSPORTATION .................................................................................................................................................................................. 15 Economy .................................................................................................................................................................................................................. 16 Cuisine ...................................................................................................................................................................................................................... 16 SPORTS ........................................................................................................................................................................................................... 16 MEDIA................................................................................................................................................................................................................ 17 MAIN SIGHTS ............................................................................................................................................................................................... 17 TOURISM AND LIFESTYLE .................................................................................................................................................................. 17 THE CONCIERGE .................................................................................................................................... 18 CONCIERGE SKILLS ................................................................................................................................................................................ 19 CONCIERGE DRESS CODE ................................................................................................................................................................ 19 Hygiene in the work place .............................................................................................................................................................................. 20 Communication Skills Essentials ................................................................................................................................................................. 22 INTERPERSONAL COMMUNICATION SKILLS ......................................................................................................................... 23 COMMUNICATION WITH TOURISTS....................................................................................................... 31 WHAT TO SAY TO A TOURIST .......................................................................................................................................................... 31 HOW TO MAKE A TOURIST FEEL WELCOME ......................................................................................................................... 31 KNOW YOUR CUSTOMERS ................................................................................................................................................................ 32 HOSPITALITY ......................................................................................................................................... 32 DEFINING THE HOSPITALITY ............................................................................................................................................................ 32 THE SUCCESS OF THE SERVICE ................................................................................................................................................... 34 DISNEY SERVICE MODEL .................................................................................................................................................................... 34 “SEVEN DEADLY SINS OF SERVICE” ........................................................................................................................................... 34 CUSTOMER SERVICE, LOYALTY & SATISFACTION .................................................................................... 35 FACTORS INFLUENCING SERVICE QUALITY AND CUSTOMER SATISFACTION ............................................ 35 ECONOMIC GROWTH THROUGH SUSTAINABLE TOURISM PROJECT 4 RESPONSIVENESS .................................................................................................................................................................................. 35 THE IMPORTANCE OF COURTESY, HELPFULNESS AND FRIENDLINESS .......................................................... 35 WHERE DOES IT FIT INTO MY ROLE? ......................................................................................................................................... 36 INTERNAL AND EXTERNAL CUSTOMERS ................................................................................................................................ 36 MARKET YOUR SUCCESSES – BRING THEM TO YOUR CUSTOMER'S ATTENTION AND STRESS THE BENEFITS OF YOUR SERVICE TO THEM .................................................................................................................. 37 RELATIONSHIPS