PROGRAMMES 02
Senior leaders and apex teams in hotels. Includes departmental heads of the core and support departments, and their second-in-line or deputies. Directly responsible for departmental performance and cross-departmental collaboration. Collectively responsible for the hotel’s performance. Executive-level version of the programmes.
Middle managers in hotels, playing the role of the spine of the organisation. In charge of floor-level execution, and the capability and morale of frontline employees. Responsible for translating top-level direction into ground-level reality. Participants undergo core version of the programmes.
The Programmes
The EXEMPLEM® course trains managers in hospitality in skills and mindsets that will improve execution in the frontline, thereby enhancing productivity. The course includes lessons in lean approaches (i.e., waste reduction), productivity tools, process adherence, project management and multitasking. Other areas of emphasis include tactical planning, problem solving, tracking and feedback in order to enhance productivity.
The EMOVERE® course trains managers to identify, harness and leverage their emotions in order to enhance mental health and workplace productivity in the hotel environment. The course focuses on concepts such as emotion identification, emotion progression, emotional scale and emotion ecosystem. Beyond managing and leveraging their own emotions, senior employees learn to coach their team members in the art of emotion management.
The HOSTELLAR® course trains managers in situational leadership and enhances their capability to manage challenging situations involving difficult guest interactions. The course contains lessons in listening and understanding; managing irate guests; problem solving; reaching out for help; providing assurance to the guest; and "being present". Emphasis is provided on showing "courage and grace under fire".
The SYMBITHRUST® programme trains hospitality managers to strengthen teamwork and elevate group performance. The course content emphasises on three areas: "locus of teams" (i.e., what makes teams come together); "dynamics" (i.e., what makes teams gel together); structure (i.e., what makes teams function together). Participants appreciate the "power of group performance" and the value of outreach and diversity.
The QUALEST® programme trains hospitality employees to enhance their guest service performance. The emphasis is on the four cardinal aspects of Service Quality – Reliability, Empathy, Assurance and Responsiveness. Employees develop an appreciation for the "service encounter" and "guest context", learn to distinguish between different service preferences, and are trained to deliver against the five facets of service actions.
The GUIDEN® programme builds excellence within the sales function in hospitality organisations. It focuses on technical skills that are central to the selling process in hospitality, and builds capability in the six-stages selling process. The programme includes techniques on pricing, forecasting, upselling and cross-selling. In addition, participants build functional skills that are necessary in selling such as influencing and consulting.
The ABILEARN® programme trains employees to enhance their learning orientation and that of their junior colleagues. The content includes lessons in the techniques of skill acquisition, application and transmission. Emphasis is on learning how to make the journey from "being unconsciously unskilled" to "being unconsciously skilled". Employees learn the "art of coaching" through lessons on influencing techniques, giving feedback and building trust.
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