A Culture of Service Excellence – Hospitality

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Treating People Right is happy to launch its series of programmes focussed on developing Service Excellence for the hospitality industry.

The participants will discover how a service excellence culture results in engaged employees and customers. They will be guided through the steps and processes such as onboarding and empowerment that lead to service excellence and long term business success.

Programme Highlights

  • Differentiating your hotel from the competition by consistently offering service excellence
  • Developing a customer-centric culture within your organization to drive brand loyalty
  • Establishing robust operational systems in order to reduce mistakes and rework
  • Ensuring customer engagement to further your brand’s recognition and reputation
  • Improving your employee engagement through service values and empowerment to reduce turnover

Outcomes : 

External

  • Enhanced Customer Experience
  • Standardization & uniformity across locations in addressing & assisting Customers.
  • Creating & Implementing Brand Standards.
  • Creating and implementing the SOP’s.
  • Building company Mission & Vision.

Internal

  • Build proactive and continual ownership
  • Align organizational and individual goals
  • Define Clear KPIs’.
  • Enhance behavioral skills
  • Transition from a temporary reaction based approach to a permanent solution based one.
  • Transfer dependencies from people to process
  • Have clear internal structure and accountability at a micro level
  • Educate employees to be more customer focused and not just task focused
  • Equip every employee to be a brand ambassador by giving them the required physical, mental, cultural and emotional inputs

METHODOLOGY

  • Assessment by Treating People Right and Star Training Network Experts through consultation with your key managers.
  • Audits – Current standards v/s Proposed, Checklist, observations & recommendations, Mystery, Surprise audit.
  • Scripting and training on the scripts.
  • Training on SOP’s.
  • On the job learning and evaluation processes
  • Providing solutions for people and process enhancement
  • Implementing solutions on receipt of approval from Client
  • Providing grooming, soft skills and other relevant training to employees of Client.
  • Providing evaluation tools
  • Attending scheduled meetings and reviews

TRAINING TOPICS

  • Business Dress including accessories
  • Professional grooming including hygiene and make up for ladies
  • Conversation skills
  • Greetings, small talk and networking skills
  • Fact finding and negotiations
  • Etiquette and Body Language
  • General business and workplace etiquette
  • Telephone etiquette
  • Meeting etiquette
  • Netiquette
  • Appropriate body language skills
  • Email Etiquette
  • Customer Service
  • Understanding Brand commitment and deliverables
  • Internal and external client management
  • Complaint handling
  • Situation Handling
  • Disaster Management
  • Office safety & Health
  • Food handling

EXPRESS INTEREST !

Fields marked with an * are required
  • Let's know if you are interested in the programme and would like to attend but are not sure of your availability on the scheduled dates.
  • Let's know if you wish to be part of this programme any other way - Just Express it... Just let's know!

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March 16 2019

Details

Start: March 16
End: March 17
Cost: ₹12000
Event Categories: , , ,

Venue

The Renaissance, Mumbai

#2 & 3B, Near Chinmayanand Ashram, Powai
Mumbai, Maharashtra 400087 India

+ Google Map

Phone:

9773772000

GROUP TRAINING METHODOLOGY

Classroom sessions
Demos and role plays on Video and replay
Video Training sessions
Tests – both in class and on the job
There will be 2 master modules – Basic and Advanced, that will include all the topics mentioned above. Every participant would need to clear the basic level in order to be eligible for the advanced session.

Completion of both would be mandatory. These would be followed by refresher modules that would be more topical and based on live examples and roles plays.

Attending all sessions would be desirable and implementation of learning’s would be linked to appraisals. Interim evaluation checklists and score cards would be provided to managers. Treating People Right would also audit progress through mystery shopping and visits.

SUCCESS METRICS

We would consider the following to be indicative of the success of the project:

Customer feedback
Audit and evaluation scores
Mystery shop results
Employee satisfaction survey results
Revenue reports

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