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Trainer

Monica Nuñez

Service begins in the head and ends in the heart! Because performance convinces & service fascinates.

Monica Nuñez is a passionate service provider with an international background and over 20 years of experience in the hotel industry. As an expert in service optimization, she advises companies such as Lufthansa and international hotel chains. Through interactive presentations and seminars, she inspires employees and executives to take on the customer perspective and improve service. As a hotel tester with over 1000 mystery checks, she demonstrates practically what really matters in service. Monica Nuñez impresses with her fresh, warm approach and humorous inspiration to make companies more successful.

Rates

Category

Sales, Service & Sales Management

Languages

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Monica Nuñez

  • Monica Nunez

  • Monica Nunez GB 1

  • MN Live nach Neun 15092020

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Vita

Monica Nuñez is a passionate service provider and you can feel that immediately. Many years in the hotel industry and in management positions there have given her an international background. She is Spanish, lived in Paris and has been supporting companies such as Lufthansa and many international hotel companies with her consulting firm for 12 years to improve their service and become more successful. As a hotel tester, she has spent years searching the world for the perfect service. Her seminars and interactive presentations are highly popular. This is because she succeeds in showing what really matters in service in a refreshing and friendly way, using practical examples from her own 20 years of service and management experience and over 1000 mystery checks. She always manages to encourage her listeners to put on their customer glasses and take a critical look. Monica Nuñez “ is Mrs Service and stands for inspiration in a very charming and always humorous way - she also likes to shake things up - from employees to management.

Topics

We love service!

  • What's the difference: Are you already doing service or still doing service? 
  • Why you have a better view with customer glasses!
  • How to deliver good service in just three steps!

Even a service hero needs leadership!

  • What good service has to do with good employee leadership!
  • How to recognize employees with the service DNA!
  • How to train service heroes!

Service comes from service and performance

  • Why we should not be looking for customers, but need fans!
  • What to do if service goes wrong?
  • Why service without fun is no fun!

References & Press

Excerpt of company references:
Chanel, Center Parcs, DGB, Deutsche Hospitality, Dr. Pillich & Kollegen, Event Hotels, Eintracht Frankfurt Football School, Lindner Hotels & Resorts, Provent, Queens Moat Houses, Steigenberger, dieservicemanufaktur

“With her impressive and unforgettable manner, Ms. Nuñez once again managed to be the absolute highlight last year. She once again impressed and inspired not only all the managers, but also me, with a lot of humor and wit, but also created facts very professionally. She succeeded in getting many participants not only to think, but also to act.”
Matthias Jannusch, Area Director, Lindner Hotels & Resorts


“The captivatingly designed event with concrete practical examples showed our employees - as well as us as management - where we can make quality tangible in our service. We would be happy to recommend you at any time and are already looking forward to booking you again when the time is right.”
Dirk Koehler, Director BigBox, Allgäu

Blog

What companies can learn from a hotel tester for their service
Thumb: Monica Nuñez Monica Nuñez

What companies can learn from a hotel tester for their service

A hotel tester shares experiences of exceptional and disappointing service encounters. Emphasizes the importance of phone etiquette, greetings, cleanliness, up-to-dateness, name addressing, and handling special requests for a 5-star service.

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Presentation types

Required equipment

Equipment: Projector
Projector
Equipment: Internet/WiFi
Internet/WiFi
Equipment: Windows notebook
Windows notebook
Equipment: Flipchart
Flipchart