Slide Slide No Trainer Trainer stresses to trainees it is important for them to ensure the following elements are addressed as appropriate when updating information: the person, business, authority or body who provided the up-dated material. this acknowledges their effort and encourages them to keep sending new/updated materials Act on new/revised information immediately. The day the material is received should be the day the old material is replaced with the new material/information Discard all old and out of date materials. leave it lying around the place. It may inadvertently be used to provide incorrect advice/information to guests. Shred the old materials or dispose of them in the trash or recycling bin. Slide No Trainer Notes Trainer advises trainees when they have managed to gather and update local information they must be prepared to share such information with work colleagues and incorporate it into their day to day work activities. Trainer indicates to trainees the ways to share new and/or revised (updated) information with fellow employees are to: Verbally tell your colleagues what you have learned: On a one to one At briefings At staff meetings E-mail co-workers with the information you have discovered attaching relevant information as applicable Prepare a short handout. Put this: On the staff notice board Hand-deliver it explaining it at the time it is handed out In wages envelopes In the internal newsletter Update the internal systems such as CRS, described in the previous Section Replace and replenish internal displays and/or information points with new/revised materials – also described in the previous Section.
Allows learning from other people to occur and creates the potential for a greater network of contacts Increases the possibility of tips/gratuities. However it is important never to give the impression a tip is being sought or is expected Demonstrates the venue is a good corporate citizen by sharing wealth and opportunity with others and the local community Assists workplace maintain its ongoing viability by generating extra revenue and repeat and/or referral business. Slide No Trainer Notes Trainer continues to advise trainees about reasons to promote local tourism products and services: Supports local businesses and the local community by generating income for them which creates and maintains local industry, employment Enhances visitor/tourist enjoyment of the local area/region Shares the local culture with visitors enabling better appreciation and understanding of the country/region amongst visitors/tourists Gives greater insight into, and understanding of, the people and the country to overseas visitors. Slide Slide No Trainer Notes Trainer highlights to trainees that when sharing local knowledge with visitors/tourists an opportunity regularly exists to make these people aware of possible extras, add-on and other benefits. These opportunities should be taken whenever possible to optimise guest/customer satisfaction and enjoyment, and maximise sales. Trainer identifies to trainees the keys to effectively suggesting extras, add-ons and features to visitors and tourists include: Establish a rapport with the visitors/tourists. This facilitates the exchange of questions and information. It increases the trust between the parties and encourages people to ask questions and to ask for advice Make use of local, venue and product knowledge. The advice or information provided must be based in fact but overlaid with personal opinion and recommendation Be positive and approachable. Be seen by tourists as someone who will help them, who is prepared to spend some time with them and who wants to share what they know. Open body language and smiling are important assets in this regard.