L&D Catalogue 2023

SLMU & SLMH L&D Catalogue

2023

WELCOME

Dear Team,

As we move into 2023, based on the business demands as well as learning needs of the team, we have developed a selection of exciting programs that your team will be able to benefit from.

We are pleased to present our offer of Learning Solutions for 2023 as stated in this catalogue, the content has been organized in four main components:

❖

Leadership Development Programs

❖

Functional Programs

❖

Operational Programs

❖

Online Learning Platforms

We look forward to enhance the learning experience for all our colleagues together in partnership with all of you.

Warmest Regards, L&DTeam

LEADERSHIP DEVELOPMENT

LEADERSHIP PROGRAMMES

BUSINESS LEADERS PROGRAM (BLP)

JUNIOR LEADERS PROGRAM (JLP)

EMERGING LEADERS PROGRAM (ELP)

Learn Foundational Leadership concept for first time leaders Identify what expectations are associated to becoming a leader

•

Designed to offer a holistic assessment to leadership and personalized learning pathways to develop operational, commercial and customer focus

•

Learn Foundational Leadership concept for mid- managers Understand business models to drive business results

•

OBJECTIVES

•

Service Leaders Potential Future Supervisors

RM’s & First Time GM’s

M1 leaders

AUDIENCE

6 Modules of 2 hours each One Module each 2 weeks

6pathways 8 weeks for each pathway

6 Modules of 2 hours each One Module each 2 weeks

DURATION

Increase business long-term plans focusing in Strategic Design

•

Provide the basic skills for first time supervisors

•

Increase leadership skills and capabilities for success

•

R.O.I

L&Dteam

Regional Team

L&Dteam

FACILITATOR

LEADERSHIP PROGRAMMES

LEADING A CULTURE OF GUEST CENTRICITY

EMOTIONAL INTELLIGENCE

DESIGN THINKING WORKSHOP

Learn how to articulate root cause of a potential operational issue Learn the steps of Design Thinking Apply Design Thinking for sustained solutions

•

Learn the 5 principles of Emotional Intelligence Understand how to deal with other colleague’s and guests throughEI

•

Medallia & LQA Standards

•

How to train standards on the jobs

•

Anticipating Guest needs

•

OBJECTIVES

•

All Levels

M1 – M2 Service Leaders

All Leaders

AUDIENCE

1Day

6Hours

7 Hours (1 Day)

DURATION

Resolve long-term issues through novel thinking Apply a methodology to drive innovative thinking

•

Increase awareness and understanding on oneself and others

•

Increase Guest Satisfaction scores Increase LQA Performance scores

•

R.O.I

•

Better Guest Engagement

•

L&Dteam

FACILITATOR

LEADERSHIP PROGRAMMES

iDevelop Series: COACHING, MENTORING & COUNSELLING

PUBLIC SPEAKING SKILLS

MENTORSHIP PROGRAM

Learn the art of public speaking Practice the skills to speak in public with confidence

•

Learn how to coach and mentor effectively applying psychological evidence-based models Learn how to improve performance through formal counselling

•

Learn how to become a mentor and the become a qualified mentor in the Region

•

OBJECTIVES

M1 – M2 Service Leaders

Any Colleague

Senior Leaders

AUDIENCE

4 Modules of 2 hours every week

Online Course and 1 Hour Module

3 Modules of 4 Hours each

DURATION

Enable our Senior leaders to mentor others resulting in proper guidance and achievement of goals.

Increase confidence to speak in front of public

•

Increase people’s performance

•

Decrease conflict at workplace

•

R.O.I

L&Dteam

FACILITATOR

FUNCTIONAL PROGRAMS

FUNCTIONAL PROGRAMMES

REVENUE MANAGEMENT

F&B Operation Management

EFFECTIVE ROSTERING & HRMS

Learn the productivity concept and apply it to the roster Learn how to work with the HRMS System

•

Learn the principles of revenue management Apply the concept of revenue management into your area and drive business results

•

Learn the foundation of F&B management Learn the commercial aspects of F&B operation

•

OBJECTIVES

M1 – M2 and Service Leaders FO, S&M, Reservation, F&B

F&B Leaders

M1 and Service Leaders

AUDIENCE

2 Modules of 1.5 Hours each

1Hour

2 Modules of 3 Hours

DURATION

Understand and able to plan roster effectively and work with the system

•

Increase level of understanding of revenue and the impact on business

•

Increase F&B business performance

•

R.O.I

Director

Revenue

HR & L&D Team

EAMF&B

Optimization

FACILITATOR

OPERATIONAL PROGRAMS

OPERATIONAL PROGRAMMES

HANDLING & RESOLVING GUEST COMPLAINTS EFFECTIVELY

F&B UPSELLING

BACK TO BASICS

Learn the principles of upselling and techniques used Apply the upselling techniques withing the outlets

•

Using Complaints to improve service

•

Learn the basics of the department

•

How to handle guest complaints

•

OBJECTIVES

Understand the SOP’s and tasks in each role

•

Steps to handle guest complaints

•

All F&B Colleagues

Front of House Colleagues

AUDIENCE

All Colleagues

AUDIENCE

3Hours

2Hours

TBA based on each

DURATION

department

Upsell and generate more revenue as well as to increase the upselling targets and motivate colleagues with a specific incentive

•

DURATION

Increase problem solving solution

•

Increase

level

•

Increase complaint handling capability

•

understanding and productivity leading to better service and revenue

R.O.I

L&DTeam

General Manager/L&D Team

L&D&HOD

FACILITATOR

OPERATIONAL PROGRAMMES

LEARNING SPECIALISTS PROGRAM

POWERFUL FEEDBACK

Neuro-science of learning

•

Identify learning needs

Learn the concept of performance management through feedback Apply steps to apply constructive feedback

•

Choose the right learning solution

•

Design learning solutions

•

OBJECTIVES

•

Facilitate effectively

•

Departmental Trainers, anyone who delivers OJT or workshops

M1 and service leaders

AUDIENCE

6 Modules of 2 Hours each

2 Modules of 2 Hours

DURATION

• Increase organizations’ learning culture and capabilities • Enhance effectiveness of Dept. Trainers

Drive individual performance through feedbacks

•

R.O.I

L&DTeam

FACILITATOR

ONLINE LEARNING PLATFORM

SHANGRI-LA ACADEMY ONLINE

ESSENTIAL PROGRAMME

FUNCTIONAL PROGRAMMES

LEADERSHIP PROGRAMME

THANK YOU

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