HotelBrain, with its long existing experience in operating high end properties and its familiarization with the most comprehensive service standards applied by the best affiliations worldwide, is in the position to deliver tailor made training services to its clientele.
Tailor made personnel’s training services
The
training services may be held either on-the –job or on a theoretical basis in a
prearranged venue. A combination of both would be, of course, ideal.
The Purpose
The purpose of the training services is:
- To familiarize the attendees with the standards of excellence and improve their skills in customer service.
- To enhance the team spirit and therefore to make inter communication more efficient.
- To sustain the feeling of pride from being members of a Hotel Family
Objectives / Benefits
The expected results of the training services are:- For the attendees to be able to deliver high quality service which would be consistently outstanding
- For the guests’ expectations to be surpassed and therefore the guest satisfaction index to be raised.
- For the hoteliers to develop their product through their personnel’s ability to offer a more consistent and professional service
Training Strategy
InspectionA mystery inspection will be conducted by a HotelBrain Agent who will monitor the current level of services in each individual department of the Hotel. A detailed report of the findings will be issued as a basic tool in which the training plan will be based on.
Service Standards
The HotelBrain Agent, in co-operation with the management team of the Hotel will prepare a detailed service standards manual for each department. All training courses will be held in total compliance with the service manual which will be the basic training material.
Courses
- Front Office
- Food and Beverage
- Housekeeping
Techniques
Techniques that are used through the training courses include group work, role – playing and simulations always in total compliance with the relevant course material.
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