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  • TRAINING & GENERAL HELP

     

    TRAINING AND GENERAL HELP

     

    • Office Staff – Wedding Coordinators
    • Bar Staff and Waiting-On Staff
    • Kitchen Staff

     

    What you will learn:

     

    • How to polish cutlery
    • How to carry plates
    • How to lay a table – both formal, and Afternoon Tea style

     

  • GENERAL TIPS

    General Tips

     

    • Communicate
    • Be approachable
    • Always be presentable
    • Take feedback well – embrace all constructive criticism
    • Empower other members of staff
    • Ask for help if necessary
    • Express any concerns
    • Put yourself forward
    • Smile
    • Engage with customers politely and other members of staff
    • Have patience and persistence
    • Show positivity toward everything and everyone (staff, customers, etc.)

     

  • THINGS TO REMEMBER

    • “People buy why you do what you do, not what you do.”
    • We make people happy – a lot of venues are so boring – we want to be different – when you book The Wellbeing Farm, you don’t just book a venue, you book an experience (magical, fun, happy).
    • A wedding is the MST IMPORTANT DAY of someone’s life – their wedding at The Wellbeing Farm must be special, memorable, authentic, and relaxed (the photos must reflect this) – weddings are ALL about emotions and the most important part is AUTHENTICITY
    • Some venues just don’t care enough so we MUST create that authentic experience
    • We must create SPECIAL relationships with our customers and focus on delighting them
    • We must focus our website and communication on the ideal customer; make their lives easier; prioritise their needs

     

  • ANNOYING ISSUES

    • Things going missing and not being put back in their original place – e.g. keys
    • Phones not being answered in time
    • Running out of stuff
    • Dumping stuff in the storage unit/lockers
    • Equipment left lying around – SAFETY HAZARD
    • Sweeping animal areas and leaving piles around
    • Half open wine bottles – waste
    • Poor and sloppy service
    • Eating and drinking in front of customers: a no-no
    • Not systematically gathering customer feedback and data – feedback forms
    • Not keeping areas clean; staff not cleaning up after themselves
    • Opening and closing procedures not being followed

     

  • INTERPERSONAL SKILLS

    What do we mean by INTERPERSONAL skills?

     

    Communication skills:

    • Verbal – what we say and how we say it
    • Non-verbal – e.g. body language
    • Listening – interpreting and understanding

    Teamwork:

    • Working with others in groups, teams etc.

    Negotiation, persuasion and influence skills:

    • Finding a mutually agreeable win-win outcome

    Conflict resolution and mediation:

    • Resolving conflict and disagreements in a positive way

    Problem-solving and decision-making:

    Identifying, defining and solving problems; choosing the best course of action

  • BASIC COMMUNICATION SKILLS

    LEARN TO LISTEN

    CHOOSE YOUR WORDS – THINK BEFORE YOU SPEAK

    BODY LANGUAGE

    BE POSITIVE AND CHEERFUL

    SHOW EMPATHY

    UNDERSTAND AND MANAGE STRESS

    LEARN TO BE ASSERTIVE

    BE RESILIENT

    REFLECT AND IMPROVE

     

     

  • CUSTOMER SERVICE

    Some general customer service tips are:

     

    • Practice – don’t fear the first time you serve a customer in any way, shape or form; the more you provide customer service, the more you will improve
    • SMILE
    • Voice – speak with the same formality as your customer, try not to come across confrontational or undermining in any way
    • ALWAYS use positive language
    • Keep the standards of service high at all times
    • Treat all customers the same and fairly
    • If you can’t deal with a customer for any reason, speak with someone in a senior position and ask them to help you with the situation, or ask them to deal with it in your place
    • Put the business before yourself – you work for The Wellbeing Farm, when here you are a representative of the Farm
    • Be proactive – ask how you can be of service
    • Don’t eat in front of customers – keep all food in the kitchen and corridor, and shut the barn door
    • Stay visible and available, but DON’T hover

     

    What Customer Service Skills Matter

     

    • Patience
    • Attentiveness
    • Clear communication
    • Knowledge (of: food, the surroundings)
    • Positive language
    • Acting – fake your confidence if necessary
    • Time management
    • Ability to ‘read’ customers
    • A calming presence
    • Goal-oriented focus
    • Ability to handle surprises
    • Tenacity
    • Willingness to learn

     

     

     

Congratulations you have reached The Wellbeing Farm

Lancashire’s award winning wedding venue

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The Wellbeing Farm

Wedding Venue

Wheatsheaf Hill Farm

Plantation Road

Edgworth, Bolton

Lancashire

BL7 0BY

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