SUPERVISING FOR RESULTS
Content Outline
- Recognise the different roles and character traits of an effective supervisor
- Develop teamwork and apply the principles and techniques of supervision
- Adopt different strategies to manage different behaviours of each stage of team development
- Adopt a systematic approach to deal with complex issues and make sound decisions individually and in a group
- Understand the attributes and behaviours to be effective in leading change
Course Duration
1 day (8 hours)
Fee
SGD 240 + 7% GST
SERVICE RECOVERY
Upon completion of the programme, participants will be able to apply service recovery strategy and techniques to handle guest complaints as well as take on a systematic approach to prevent service lapses.
Content Outline
- Getting started
- Service lapses
- Service recovery strategy and techniques
- Preventing service lapses
- Committing to service lapses prevention and recovery
Course Duration
1 day (8 hours)
Fee
SGD 250.00 + 7% GST
GUEST SERVICE INTERACTIVE SKILLS
This programme is designed to be a short role-play intensive workshop that covers different aspects of the duties of a guest service agent. This includes grooming standards, decorum and how to communicate and interact with guests in various situations.
Content Outline
- Creating a positive first impression
- Importance of delivering excellence service
- Communicating with guests
- The Art of Service
- Managing Challenging situations
Course Duration
1 day (8 hours)
Fee
SGD 250.00 + 7% GST
COACH THE COACH
Content Outline
- Identify strengths and areas for improvement as a coach through reflection
- Explain the importance of coaching
- Describe the characteristics of adult trainees
- Describe methods to identify skill gaps
- Discuss communication techniques deployed by a coach
- Provide feedback using the appropriate guidelines
- Describe the strategies to be a better coach
- Describe the advantages of structured OJT
- Perform a task analysis
- Apply the steps in OJT
Course Duration
1 day (8 hours)
Fee
SGD 240.00 + 7% GST