EDUCOM OVERSEAS LEADERSHIP TRAINING AND SEMINARS
SERVICE LEADERSHIP SEMINARS
Memory Makers: Elements of Service
As a guest service provider it is crucial for you to embrace the principles and
standards of excellence in order to be successful. In this seminar we will explore eight elements of providing superior guest service. Leading resorts share common values and philosophies which become their standards of service. AHA has identified the following standards practiced by industry leaders as the foundation of service excellence: image, ownership, guest engagement, mutual respect and genuineness, personalized service, fiscal and ethical responsibility and fun!
We are living in an endlessly changing global community. As our world
continues to become smaller and smaller through globalization you can count on dramatic change both personally and professionally. The travel and tourism industry is one of the fastest growing industries in the world and will continue to expand and change rapidly. Successfully dealing with change means to embrace change and choosing to grow and develop continuously throughout life.
Choose Your Attitude
It is not your aptitude but your attitude that will determine your success during
your career. A positive attitude is the essence of providing exceptional guest service which is why the most successful hospitality organizations hire for attitude and train for aptitude. Life produces extraordinary rewards for those who
give in extraordinary ways. This course will show you how to soar to new heights with an "attitude of gratitude" that sees life challenges as opportunities.
Teamwork Makes the Dream Work
Working together ordinary people can perform extraordinary feats. They can lift
things a little higher, a little farther towards excellence. This seminar helps you develop the skills and knowledge to improve your teamwork abilities. Your improvement will enable you to be an effective team member during your training and an effective team leader in your future career.
Developing Personal Leadership
Leadership is the ability to influence others to act according to a particular plan at
a particular time. Leaders act in certain ways that encourage other people to willingly follow them and their examples. This seminar presents character traits that have been practiced and shared by leaders throughout history. The qualities described are essential to developing yourself into a leader that people want to follow. Your character determines who you are. Who you are determines what you see, and what you see determines how you lead.
This seminar defines key terms, processes, and concepts to help you understand
the general meaning of culture and how it works in our world. The central focus of this course is the relationship between "Culture in the Abstract" and "Culture in the Flesh." It's important to understand that the beliefs and behaviors of a particular culture are not arbitrary, but are part of that culture's rich history and heritage.
Breaking Down Stereotypes
This seminar focuses on the important keys to building a cross-cultural
community, specifically the need for breaking down harmful stereotypes. Breaking down stereotypes requires that individuals, societies, and government institutions make a commitment to gaining new insights and perspectives through compassion, honesty, self-control, compromise and participation with the common good in mind.
Cultural Differences in the Workplace
Are you aware of cultural differences that exist around you? How will learning
about different people and their various cultures, traditions and beliefs contribute to the success of your on-the-job experience and future career? This chapter addresses various cultural differences, courtesies, and customs that make up a pluralistic society. We hope it will encourage you to lead by valuing and celebrating differences that you encounter throughout your experience.
Diversity doesn't merely tolerate, it celebrates the unique differences and
valuable perspective each person brings to the workplace and the community. AHA offers you the opportunity to learn how to celebrate diversity and influence others to willingly and successfully work together. This chapter introduces workplace diversity, explains what a multicultural workplace is and presents leadership strategies for you to implement as a hospitality leader.
Service Basics Seminars
Spirit of Hospitality
Increasing competition within the hospitality industry has also increased the
importance of the role guest service excellence plays in the success of any host property. This seminar will help you develop the kind of positive, caring guest service attitude that will enable you to shine! You will learn to recognize what constitutes and contributes to guest satisfaction and how exceeding these standards directly correlate to the success of your property.
Good character does not just happen; it is developed each and every day by the
choices we make in both our personal and professional lives. After completing this seminar you should be able to explain the importance of developing positive character traits, identify desirable traits and explain how they can be used in the workplace. You should also be able to recognize behavior flaws that cause difficulties on the job.
Appearance and Etiquette
Studies have shown that thirty seconds is all it takes for someone meeting you to
form an entire list of impressions about your character and your abilities. In this seminar we will discuss the importance of appearance, grooming, hygiene and etiquette in the workplace. Once we learn to look through the eyes of the guest we will begin to realize that our success depends not only in acting, but in looking the part as well.
Without cooperation, the hospitality industry could not survive, much less thrive.
Your ability to cooperate with your coworkers will greatly impact your individual success, the success of your team, and the success of your organization. This course reviews these professional interactions and cooperation skills.
To effectively communicate, it is important to make certain that the people you
are talking to clearly understand both your words and your actions. The most important principle in communication is to learn how to hear what isn't being said. This seminar will help you learn how to successfully "speak the same language" with a variety of people from a variety of places.
Attendance and Time Management
Time is always a scarce and precious resource for everyone. Those who manage
their time wisely lead well-rounded lives, accomplish more personally as well as professionally and, at the same time, experience less stress and feel better about themselves. This seminar helps you develop strategies for delegating tasks, prioritizing, and planning to increase your efficiency.
Professional Development Seminars
Handling Problems and Conflicts
Nobody enjoys handling problems and conflict. But they can be the fire that
tempers and strengthens your skills as a supervisor. New supervisors often have one of two reactions to problems and conflict: to ignore them, or to try to solve them without any help from co-workers. Both approaches will get you in trouble eventually. This seminar shows you how to effectively manage problems and conflict - and the people who cause them.
It is important to know how to help guests improve their own security and be able
to tell guests about security measures taken at your property. When you complete this seminar you should understand how security efforts can improve guest satisfaction which is the number one goal in hospitality! You should also understand the importance of teamwork in security efforts, and how security losses can affect the property's profits.
This seminar provides you with the step-by-step procedures necessary to develop
specific supervisory skills in the areas of managing productivity and controlling labor costs. A supervisor's success is measured by the efficiency and productivity of their team. This seminar will help supervisors to: develop productivity standards, establish performance standards, create a staffing guide and employee work schedules, and increase productivity in their department.
Motivation and Teambuilding
This seminar identifies some strategies you can use to motivate employees, foster
teamwork, and improve your own leadership skills. After completing this lesson you should be able to understand what motivation is and how it benefits you, your employees, and your property. You should also be able to use appropriate motivational strategies, know how to promote teamwork and get employees to help you solve problems and make suggestions about ways to build teamwork.
Coaching and Evaluation
Evaluating employee performance is one of the supervisors' chief duties.
Performance evaluations produce motivated employees who can be counted on to perform at levels that exceed guest expectations. This seminar explores several widely used methods of evaluation and the basic principles of coaching used in the hospitality industry
Orientation and Training
In this two-part seminar we will discuss the role supervisors and managers have
in the orientation and training procedures of a property. During orientation and training, it is the role of the supervisor to make the new employee feel welcome, confident and comfortable while providing an organized, informative, and effective introduction to their new responsibilities.
Recruitment and Selection
As a supervisor you need to understand the basic policies and procedures which
human resources staff use when recruiting and selecting employment candidates. This seminar will describe internal and external recruiting, interview techniques, and help you work with the human resources department to develop a successful team.
The Supervisor and Management Process
As a hospitality supervisor you must know and understand basic principles of
management and apply them while managing the resources of the hospitality and tourism operation. This seminar will define management, outline basic management principles, and also discuss the components of management. We will discuss the technical, human relations and conceptual aspects of your future job and spell out the responsibilities of becoming a supervisor.
This seminar complements your on-the-job experience and helps you develop
better networking skills and interview techniques that increase your confidence and help you more effectively search for a new job or exciting career in the hospitality industry.
136 Martakla Center, 2nd floor, Jal El Dib
P.O.Box 70195 Antelias - Lebanon
Tel: +961 4 715 575
Mobile: +961 3 304 349
Fax:+961 4 716 669
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