DIRECTORS OF OPERATIONAL DEPARTMENTS
Ask them the following three questions: 2. What L&D programs do you suggest the hotel needs in 2019 and why?
Skill training , back to basic training for operational departments. WSET Sessions, Financial Acumen for Business Leaders, Upselling Techniques Guest Engagement and Product Knowledge
"1. WSET (Wine training sessions facilitated by Indian Learning Service Providers)This is important as a local body facilitating the session makes it easier2. Harvard Manage Mentor - (A few sessions from HMM should be made mandatory for the L1-L3 PDR reviews starting next year) This is important as HMM is highly under utilized and our senior leaders are not using it effectively for self development.3. Understanding Business Optimization and Productivity Management. This is important if we wish to create a pipeline of future leaders who not only understand the importance of guest loyalty and engagement but also have a sound base in business management." Have a corporate/regional mixologist visit the property for next offerings and training to the bartenders. On the Job Training programs need to be increased. Therefore our number of Departmental Trainers can be increased as well in order to maintain our current colleagues's operational/standard knowledge fresh and to make sure our new starters perform their duties effectively. More supplier based training such as wine and other beverages, chemical handling, more SFSMS related training etc. "Upselling techniques for Front Desk colleagues to increase our room revenueKnowledge of LQA standards to improve our hotel's scoresEmotional intelligence to customize the service offered to our guestsHow to adapt our service to intercultural differences" Programs for cultural differences; New app programs for L&D; Chinese Language Same as above Forbes 5 star training more trainers skills "1) Creating a guest loyalty culture - as the percentage ratio of loyal guest is increasing2) Enhancing connections - there is a need to have an effective/smooth flow of communications among colleagues from diverse networks (Communication is a game changer)3) Be an upselling Ambassador of
your Resort - in order to achieve business results based on set goals" Strategic Planning in achieving goals with High Performing Teams All customer service orientated
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