Exceeding expectations in customer service is something all
managers must strive to attain. In this session, participants
learn how to achieve a superior level of customer service
within their organization, manage the customer service
relationship, take the initiative in customer service situations,
and provide positive verbal and non-verbal communication/
Change is an inevitable process and yet, a constant challenge.
This introductory session will provide managers with the
tools to guide team members through hectic periods of
change and transition. Attendees will be engaged in an
interactive learning experience designed to explain the causes
of change, describe the impact of change on individual
team members and work groups, effectively communicate
a message of change and actively support team members
through the change process.
The Role of the Human Resources
A focus on the strategic and operational roles of the
Human Resources (HR) department, and how it adds, or
should add, value to a company. Attendees will examine
how the HR department aligns with strategic goals and
organizational vision and how it delivers on both the external
promises made to guests and the internal promises made
to employees. Session participants will actively discuss the
presented topics and examine case studies, and gain insight
into HR issues and trends that are currently emerging in
the hospitality industry.
A Survey of Managing Hotel
This is an introductory level session that concentrates
on the management problems and issues involved in the
lodging operations. This session focuses on the guestcycle
and on identifying/handling potential operational
issues. Interactive learning activities will emphasize how to
systematically address and manage major issues and trends
in lodging operations.
Strategic Management for the
Roles and actions of top management in developing and
implementing policy and strategy are examined in the
highly competitive settings of the hospitality industry. Case
studies and experiential learning activities are utilized to
solve hospitality industry related problems. This session
incorporates opportunities for the learner to focus on
strategic thinking and analysis.
The Management of Hospitality
This session will introduce the evaluation, design, and
management of service delivery systems through operations
management topics from a service perspective. Included
are other related subjects, such as customer satisfaction and
managing organizational change. Attendees will learn to
apply concepts and tools from operations management to
evaluate, (re)design and manage effective work processes in
hospitality organizations, understand the roles of customers
and front-line service employees in the service delivery
process, how to effectively manage both groups, quantitatively
and qualitatively assess a service delivery process, understand
service failure and service recovery and their relationship to
quality in hospitality organizations, and effectively manage
the service experience in hospitality organizations.
The purpose of this session is to introduce managers to the
importance of experience design. We will discuss factors
that make services different than other types of products
(intangibility, inseparability, variability, perishability) and
some strategies commonly used for managing these factors.
Then some specific aspects of experience management will
be introduced. Managers will be taught how to conduct an
experience audit at their own property. Several case studies
illustrating "best practices" in experience management will
On Becoming a Global Leader
Are leaders born or made? In this session, the principles of
leadership and the characteristics for leadership success will
be described and discussed. The sense of global leadership
will be characterized by discussion of emerging markets,
new ventures, and the effect of global telecommunications
and concepts described in the book "The World is Flat."
Attendees will discover how to distinguish between
characteristics of leaders and those of managers, and
understand the vital need for both. Case studies, short
video segments, and small group discussions will give
participants multiple sources for evaluation and learning.
Finally, attendees will be given tools to help them assess
their personal leadership styles and determine the type
of development activities they should consider to further
advance their leadership skills and ability.
Organizational Behavior involves the complex interaction of
individuals, teams, and whole components of the organization
that are focused on a common purpose or mission. This
module will explore topics that are intended to improve, if
not optimize, those interactions. We will discuss employee
motivation, job satisfaction, the benefits and challenges of
teamwork, and decision-making in the organization.
Participants will interact on mini-cases, session dialogue, and
short surveys to build a deeper competency in the subject
matter. Upon the session's completion, participants will
be able to name and describe at least two ways to boost
employee motivation, understand and discuss options for
building employee morale through recognition and reward,
understand and articulate the difference between job
satisfaction and job performance, understand and apply the
principles of decision making to both simple and complex
problems, comprehend the meaning of team versus group
and apply this distinction to define the characteristics of a
poor team, a good team, and a great team.
Management Techniques - Train
the Trainer: Who, What, Where,
This session is a must for managers who want to learn
the art of training. This session will cover preparing for
training, planning the Who, What, When, Where, and How
of training, and evaluating the training after it has taken
place. Attendees will learn the INTRO concept and how to
create training objectives of both short (15 minute training
sessions) as well as longer ones.
Recruitment Selection: Selecting
Employees Who Respond to
Very Important Customer
In this session, participants will learn how to determine the
service orientation they want to deliver in their department.
By studying the types of service encounters that happen
on a daily basis, a profile of a guest-oriented employee will
be defined. Participants will also find out ways to recruit
service oriented employees.
Managers are always trying to find a balance between work
and life outside of work. Participants will learn how to
recognize the signs of work invading their personal life
and steps to creating a balanced life. Participants will learn
what an organization can do to create a better work-life
balance for all managers and employees. Work-life practice
guidelines for both companies and employees will be
discussed. Benchmarks for both companies and individuals
will be presented so everyone can benefit from a proper
Operational Analysis for the
This session is designed to provide participants with
a thorough understanding of hospitality operations
management. They will engage in complex problem solving
using case analysis and research. This session will also
help participants to identify and solve intricate operations
management activities including capacity planning, scheduling,
cost control, managing for quality, location and layout
strategies and forecasting. A business proposal team project
takes participants from the concept to completion phase of
a business proposal for the hospitality industry including the
creation of a real budget and timeline. Learning outcomes
will include an understanding of the complex operational
side of the hospitality industry.
Creativity for Managers and
Leaders: Have fun learning a
great leadership skill - creativity!
Successful companies and leaders do not happen by chance.
What sets successful companies and leaders apart from
the pack is often their approach to, understanding of, and
implementation of their own creativity skills. Everyone is
creative, yet few know how to bring their creative talents
to the forefront, and those who believe that they are not
creative simply have not yet learned how to unlock their
Creativity can, and should be, the focus of training. In
this session participants will engage in self-assessments
of creative skills and then engage in the active formation
of new creativity skills to employ in the workplace. They
will learn both creativity-enhancing skills and techniques
that highly successful leaders throughout the world have
employed for centuries, as well as, new techniques for
accomplishing greater personal and company creativity.
The results will be astounding.
Participants will learn what creativity is (and is not) and
how everyone can enhance their creative abilities and skills.
They will be able to identify which creativity techniques
are most useful in each setting, and how to teach others
to be more creative.
Leadership vs Management: Why
you want to be a Leader, not a
Leaders inspire others to do things, managers carry out
tasks. Successful hospitality careers are built on leadership
skills, not on management skills. Knowing the difference
between the two and knowing how to utilize the best possible
leadership skills in different environments is critical to
successful career development and to company financial
success. This organizational behavior session is devoted to
helping managers learn how to become better leaders through
discussions and activities designed to illustrate the difference
between leadership and management. The session employs an
interactive learning style wherein participants actively engage
in activities designed to improve their own skills.
Power and Empowerment:
Getting the most out of
Employees and Managers
This session focuses on helping managers and leaders
effectively use various forms of power and empowerment
to bring greater rewards to themselves as individuals and
to their companies. Although many are in positions of
power, few use the power they are given correctly. The old
adage of "power corrupts and absolute power corrupts
absolutely" is true, unless managed properly. Learn how to
effectively use this extremely powerful, yet often abused,
skill to your best advantage.
Attendees will engage in multiple participant-involvement
activities specifically designed to teach them how to recognize
and utilize different power approaches, skills, and tactics,
such as how to: evaluate power tactics and choose the
right approach for the target market and situation, utilize
the power of others to your advantage in order to build
successful careers and companies, delegate properly, evaluate
your own approaches and beliefs about power, as well as
those above, below and around them, evaluate and satisfy
the power needs of managers and employees, while building
your own power base appropriately.
Managers and Leaders: Training
This session will provide managers and leaders with an
understanding of how training works, why training is
called a "cyclical process", and why training is so important
to your company's success. A substantial portion of the
session is devoted to helping participants understand when
and how to use different approaches to ensure successful
training. Participants will learn how to develop training needs
assessments, objectives, and criteria, plan effective training
sessions, recognize and diffuse resistance to training and
change, and how to evaluate the effectiveness of training
programs. Participants will also actively engage in the
development and implementation of a training session.
Americans with Disabilities Act
and the Hospitality Industry
Since 1991, all US businesses have been required to comply
with the Americans with Disabilities Act (ADA). This session
details both structural and service requirements prescribed
by the ADA, the differences present in new properties and
those existing prior to 1991, and an overview of the legal
cases that have clarified the Act's requirements.