DIRECTORS OF OPERATIONAL DEPARTMENTS
Ask them the following three questions: 1. What are the L&D priorities / needs in your hotel in 2019?
"1. Continue the Emerging Leadership program. This was beneficial for both the learners and facilitators. 2. Content in Shang Care programs feels outdated. This needs to be revised/ upgraded to current need. 3. Our own online learning program to be introduced like Harvard Managementor. " Wine & Beverage ( WSET, Cocktail Making) Supervisory Development, On-line courses for Wines & Spirits, English Language Session ( Speaking & Listening) Colleagues are generally very task-driven without taking extra effort to engage with our guests. Also due to the size of the operation, product knowledge is another area to look at. "1. Guest Engagement - (Reiteration of the importance of Guest Engagement)2. Shangri-La Culture (What sets us apart from our competition)3. Up selling & cross selling skills." Laundry certification, Housekeeping workshop, Chi The Spa trainer with new skills and spa treatment coming to SLDH, Diversey Skills training, cross exposure for horizon Club manager, QTA annual requirements such as handling guest with special needs, Arabic for Non-Arabic, and food service sequence in Horizon Club. Service culture, team building, training skills, back to basics. Priorities should be given to learning and applying the LQA standards in our Hotel in both technical and behaviour wise. Service standards related training / product knowledge "Commercial efficiencyQuality of serviceIntercultural interactions" Leadership programs for Service Leaders; Service recovery situations; Business analytics for Senior Service Leaders and Junior Managers; Disaster & Crisis Trainings 1. Functional trainings to continue - like PMS traings. Training modules should be updated and easily available in Training rooms. 2. Complaint handling training modules. 5 star focus more on the job training from L&D team to help drive consistency "1) Enhancing the delegations of Authority2) Eliminating language barrier and connecting to the diverse networks3) The implementation of a reward system " Team Building of Management Director of Food and Beverage - all customer service focus, especially with potentially the new concepts arriving across level 34/35
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