Providing unsurpassed service to guests is the top priority of any customer focused organization as well as arming employees with the latest hospitality skills and methodologies.
Please read on to find details of Mind Plus hospitality programs, each program can be custom made and tailored to exactly suit the needs of your organization.
The Perfect Host-Essential soft skills for Customer Service Professionals
This highly interactive program explores the essence of customer service and examines customer service interractions from an new perspective. We use role plays to root out negative customer service traits and replace these with positive ones. We provide tools for softening confrontations, thinking outside of the box and enhancing the customer’s experience.
We also examine how our attitude and ‘way of being’ is crucial to the moment of truth that can make or break a company’s reputation.The goal of this training is to develop ‘The Perfect Host’ who can navigate through the customer service process with ease,innovation, distinction and class.
Program Details:
- Customer Service strategy
- Getting outside of the box
- Way of being and attitude
- Moment of truth
- Importance of you
- Soften approach
- Umbrella technique
- Individualism
- First and last impressions
- Non verbal language
- Asking questions
- Managing yourself
- Living core values
- Putting it all together
Duration: 4 x 90 minute sessions
Holistic Leadership Program
The Holistic Leadership program is a unique training program that encourages leaders to focus on themselves as individuals. This seminar covers a wide variety of interesting and challenging subjects and focuses on areas such as cultural diversity, awareness, reflection, creative thinking, corporate wellness, stress management, coaching, and positive affirmations.
Objective: To fully develop the technical and emotional skills of the company leadership through a workshop filled with activity that requires each leader to look inside themselves for answers to challenging questions. This workshop uses a great deal of experiential learning processes.
Course Contents:
- The leaders role as a trainers role
- Reflection and leadership
- Awareness
- Creative thinking
- Your state of wellness
- Hiring aces
- Disciplining and praising
- Levels of learning
- Motivating and leading
- Emotional Approach to leading
- Reflecting tasks
- Coaching
Participating Group: All leaders
Duration: 2 days
Modern Training Techniques
Bored of the outdated train the trainer techniques and courses?? Join us on this one day workshop as we examine the very latest cutting edge and modern training techniques. We will explore and use the most up to date technology and skills to maximize training time and ensuring your company has an ‘army’ of trainers who can deliver highly effective training in the ‘field’.
Objective: Maximise learning in the workplace by using cutting edge training techniques. To formulate a company action plan for training and train the trainer system
Course Contents:
- Training-the old methods and the drawbacks
- Recent changes in training approaches
- Profiles and examination of highly effective trainers
- The latest techniques
- Hospitality training versus corporate training
- The role of the modern trainer in the workplace
- Putting techniques into practice
- Exercise
- 10 minute training sessions
- Developing a network of trainers
- Imagination
Participating Group: All employees
Duration: 1 day
Exceeding Expectations
Exceeding Expectations takes service training to the next level with a systematic approach to exceeding the expectations of today’s smarter, more demanding and mobile customers.
Exceeding expectations covers the 5 fundamentals and “how to’s” of delivering memorable customer service and exceeding customer expectations that will keep your customers coming back for more. It is 6 to 7 times more expensive to find and turn prospects into new customers than to retain an existing customer. You work hard to obtain customers; find out how to keep them
Objective: Master the fine art of customer service using a wide variety of body language, spoken language and creative processes. Learn how to use each one effectively at every stage of the guest cycle.
Course Contents:
- Difficult situations
- Seating guests
- Accepting business cards
- Creative thinking
- First impressions
- Making introductions
- Etiquette and manners
- Greeting
- Offering service
- Serving and presenting
- Body language
- Telephone courtesies/etiquette
- Apologizing
- Saying Goodbye
- Internal guest service
Participating group: All customer service employees
Duration: 15 hours
Perfect Presentations
Practice and master the art of presentations. Perfect Presentations will guide participants with easy step by step checklists and proven practices for creating perfect presentations for sales proposals, events, trainings and general team meetings. This course will also look at the fear associated with public speaking and presenting and examine ways to counter this. We will also look at techniques for ‘grabbing’ the attention of the audience and keeping hold of their attention throughout the duration of the presentation.
Objectives: To enhance the presentation skills and public speaking skills of leaders and supervisors.
Course Contents:
- Designing and Structuring a presentation
- Overcoming common pitfalls and mistakes
- Body Language
- How to calm nerves and boost confidence
- Using signposts, chunking, stresses and intonation to enhance presentation
- Using voice projection
- Appropriate use of and misuse of power point
- Using visual and auditory aids to enhance presentations
Participating Group: Leadership/Supervisors
Duration: 1 day
Suggestive Selling for Sales Professionals
Does your sales team up-sell when they need to; or do they only up-sell when they want to? Need help increasing revenues? Suggestive selling is a simple and effective approach to increasing sales from the beginning of the customer service process through to the point of sale and follow-up. During this course, we will look at critical issues such as overcoming objections, high gain questions, gaining trust and confidence of your customers and how to deliver short and powerful sales presentations that have maximum impact. Discover the gateway to achieve greater sales everyday.
Objective: To develop the necessary skills to be able effectively up sell products.
Course Contents:
- What is up selling, benefits of up selling
- Stages of selling
- Mechanics of selling
- Measuring sales success
- Planting the seed
- Suggestive Selling
- Recognizing positive and negative body language
- Knowing when to go for the close
- Short ,powerful and maximum impact sales presentations
Participating Group: All employees
Duration: 1 day
The Modern Butler
Butler training is a highly effective course that will arm your butlers with a wide variety of skills that will enable them to provide an all encompassing and surpassed level of service for your VIP guests.
This ten day workshop will cover subjects including:
- Butler Training
- The essence of service
- First impressions
- Where do our guests come from
- Etiquette and manners
- Shaking hands
- Bowing and curtseying
- Methods of address
- Business cards
- Making introductions
- Seating Guests
- Beverages
- Personal Conduct
- Caviar
- Communication the basics
- Points and pitfalls in conversations
- Styles of tea
- Body language
- Coffee
- Telephone manners
- The Phonetic alphabet
- Checking guest satisfaction
- The art of the cigar
- Packing a suitcase
- Difficult situations
- Ironing
- How to enjoy champagne
- The orchestration of fine eating experiences
Asian Influence on Hospitality
Asian influence is a comprehensive service training that emphasizes the art of “Asian service” as expected by guests. With a focus on the guest cycle, recovering service and delivering internal guest service, this practical training will enable employees to to become fully aware of what guests expect This workshop takes the form of attitudinal training as we seek to root out negative attitudes and re-train and replace them throughout the course
Objective: For all employees to develop the correct ‘attitude’ towards their jobs and each other and to increase awareness of the Asian Hospitality values.
Course Contents:
- Introduction to Asian Hospitality
- Asian hospitality values
- Introduction to service
- Charting the way through the guest service cycle
- Encouraging our guests to experience
- Cultural awareness
- Putting it into practice
- The fine art of service recovery
- Internal guest service
Participating Group: All employees
Duration:5 hours
Interviewing Skills
Recruiting new employees is not easy or cheap. Make the recruitment process easier by ensuring all employees understand what to look for and how to recruit, leading to results that will add to your organizations’effectiveness. This training focuses on challenging perceptions through role-playing and case studies. A must for any employee involved in the recruitment process.
Objective:
- To improve interviewing skills
- To improve effectiveness of selection decisions
Course Contents:
- Introduction to Selection Interviewing
- Interviewing as the most widely used technique
- Overcoming Common Problems
- Expenses Involved
- Improving the Hiring Decision
- Steps of the interview
- Impartiality
- Hiring aces
- Recognising ‘red flags’
- Streamlining application forms
Participating Group: All supervisors or managers involved in the hiring process
Duration:5 hours
