How to Handle Claims in Hospitality Industry?

About the Speaker:

Josipa Jutt Ferlan is Cluster General Manager at Hilton hotels in Zagreb and CEO of Zagreb City Hotels, company which is primarily involved in the development and management of hotels. Since they are a partner of the Hilton brand in Croatia, 3 of their hotels are part of the Zagreb City Hotels portfolio (DoubleTree by Hilton, Canopy by Hilton, Hilton Garden Inn). Josipa has a 20-year successful career in tourism and international hotel management. She is also constantly sharing her knowledge and experience as a lecturer at numerous conferences and educational institutions.

About the Workshop:

Learn how to understand the thinking of different clients and even those who are difficult and demanding to communicate. This is the first step to develop a better relationship with clients and understand their needs. In this workshop, you will become familiar with your personal communication style and expand your limitations through understanding relationships with difficult clients in the day-to-day communication process and responding to customer complaints in a practical and interactive way.

Workshop challenge themes:

• New insights into the core needs of difficult clients
• Tips on how to handle different types of difficult clients
• Insight into your personal communication style
• Guidelines for working with clients
• Instructions for communicating with challenging clients: manipulative clients and aggressive clients