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Team Member

Core Competencies for Team Members

Teamwork
Customer Service
Initiating Action
Applied Learning

PROGRAMS BY THE PROPERTY

 

Minor Training Bytes - 15 minutes Training

LEADERSHIP

AVAILABLE

Learning should be a regular activity in the department. This builds a learning culture that leads to better work flow, service and team work within the department. Minor Training Bytes offer departmental leaders a wide variety of training session plans that can be delivered in the workplace in 15 minutes. Topics include front office, housekeeping, spa, F&B Service, culinary, health and safety.  Leaders can leverage on this rich source of training information to plan their trainings effectively for each day of the year.

 

 

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Customer Service - The Leap from Good to Great

INTERPERSONAL

AVAILABLE 2016

This course provides a foundation for delivering exceptional customer service that will enable team members to build, maintain, and increase customer loyalty. Participants will learn service principles and behaviours that are essential to differentiating our customer-service experience. Participants learn to;

•    recognise how one's attitude affects service standards and how to develop and maintain a positive, customer focused, attitude.

•    reflect on the customer touchpoints and reinforce the key behaviours that must be done consistently at these touchpoints to create customer loyalty.

•    develop Great Service Habits. 

•    connect with customers and learn from customer feedback.

 

 

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Dealing with customers from different countries

SUPERVISORY DEVELOPMENT SERIES

UNDER DEVELOPMENT

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Property Orientation

INTERPERSONAL

AVAILABLE

Understanding and living the Brand is a key to being the ambassadors for your property. To a guest, you are the brand and as such, your actions and how you carry yourself reflects not only on you but the hotel and the whole brand as well. This module provides brand and property specific information that will allow participants to understand, connect and communicate the standards, values and hallmarks of the brand in the various interactions with internal and external customers.

 

 

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Everything Communicates

INTERPERSONAL

UNDER DEVELOPMENT

Communication is critical in delivering exceptional service and our brand message. Without communication we would be unable to share our ideas, convince people and inspire the action that we want people to take. When it comes to communication, the motive and intention behind the message is as important as the message itself. We need to be emotionally engage with our audience and build trust and rapport in how we communicate. This however, is not just about the message and the spoken language we use. Everything about us tells something to a guest. This module provides a foundation to understand these various aspects of communication, both verbal and none verbal, as everything about us communicates.

 

 

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Language Training

INTERPERSONAL

AVAILABLE

These are language trainings organized by the property to equip team members with conversational skills to interact with guests. The language offered depends on the customer profile of the property. Unlike typical language courses, the focus of these programs is functional and conversational competency in a second or third language.  

 

 

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Managing My Performance: Appraisee Training

BUSINESS MANAGEMENT

AVAILABLE

This workshop is designed to help participants manage their performance including preparing for their performance reviews and the annual appraisal.

 

This program prepares employees for their annual appraisal meeting by explaining the purpose and process of the appraisal. The program also helps employees to:

  • Complete all of their pre-appraisal preparation

  • Complete the self-evaluation

  • Evaluate their past performance

  • Identify areas of strength

  • Identify areas for development

  • Indicate their initial self-rating

  • Consider their professional future

  • Identify future development activities

     

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Service by Per Aquum, by Anantara, by Avani

INTERPERSONAL

AVAILABLE

These programs build on the basic service skills and focuses on the delivery of service that communicates the Brand promise and brand identity. These service programs are specifically tailored to provide exceptional guest service experiences according to brand standards. It inculcates brand specific service behaviors in the various touch points that create the guest experience with the brand.   

 

 

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Service Netting & Recovery

INTERPERSONAL

UNDER DEVELOPMENT

Team members need not only to be able to respond to a guest concern but also actively anticipate guest challenges before they happen. This is service recovery and netting. This module will equip participants the techniques and principle for effectively handling guest concerns, complaint and difficult situations. It will also provide a proactive approach to guest service by recognizing guest triggers for dissatisfaction and putting into the place action plans and thoughtful solutions to create opportunities to build guest loyalty. 

 

 

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Explorers School Leavers Program

Job Skills

AVAILABLE

Launched in 2014, the MHG Explorer School Leavers Program provides training and subsequent employment opportunities for young people in the communities we operate.  We offer a certified vocational qualification in a practical industry setting. It is a 12-month program that uses an ”earn as you learn” approach. MHG Explorer is different as our program is modern, uses an industry based blended learning approach, and is aligned to the globally recognized Australian Qualifications Framework (AQF).

 

 

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