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Motivating for Extraordinary Guest Experience

Overview Motivational leadership, raising morale and generating enthusiasm; these are some of the challenges faced by hotel managers on a day-to-day basis. This is over and above all the other business decisions that need to be made. Hotel guests nowadays, have greater expectations of service, and a greater choice of hotels to choose from. Continuing research tell us that guests don’t make decisions based solely on a hotel’s facilities and services. The quality of the product and the overall service is important to them. But more important is the relationship with all the people in the hotel. Research by the Gallup Organisation and others, shows that engaged employees are more productive. They are more profitable, more guest-focused, safer, and more likely to withstand temptations to leave. The best-performing organisations know that an employee engagement improvement strategy, linked to the achievement of corporate goals will help them win in the marketplace. Managers often pose the question - ‘How do I motivate my staff?’ However, effective motivation is intrinsic; it has to come from within. Managers need to become Leaders and create a self-motivating environment where staff are engaged, and deliver business results. Guest experience training for staff will be much more effective if managers model the skills and coach them in the workplace. This highly interactive workshop will develop the talents of Managers and make a positive contribution to the hotel’s business.

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Learning Session Objectives 1. 2. 3. 4. 5. 6.

To define the role of a manager to include leadership and coaching To develop mutual trust through coaching To empower staff To develop skills in giving feedback To develop skills in describing performance Help staff get what they want, and build a happy and engaged team

Learning Session Benefits 1. 2. 3. 4.

How to pick the right people and communicate what’s expected of them Reduce absence from work, reduce staff turnover and the time spent resolving staff issues How to deal with difficult staff members Develop a highly motivated team who make a positive contribution to the business

Learning Session Outline 1. Understanding your job - Identifying the responsibilities of a manager and coach. Leading to an understanding of the benefits of coaching for the manager in achieving their objectives. 2. The Human/Business Plan – Identifying human needs that need to be satisfied when dealing with an employee. This ensures a smooth transition into the business objectives that need to be achieved. 3. Developing a feedback/coaching plan – How, when and where to deliver feedback. Developing the understanding that feedback and coaching takes place, as and when employee behaviour is seen, heard or has been reported. 4. The Pygmalion Effect in management – Becoming a positive Pygmalion Manager. The way managers treat their employees is subtly influenced by what they expect from them. 5. Some Words Are Better Than Others – Words to use and some to avoid. Certain words can ‘trigger’ a negative reaction in the employee and should be avoided. 6. Acknowledgement - How each of us gives, takes and processes acknowledgement. A human’s need for acknowledgement is so strong that they will sometimes behave badly to get that acknowledgement. 7. Describing effective and ineffective behaviour – How to describe performance be it good or not so good. The use of descriptive words being very important to ensure understanding and commitment from the employee. 8. Your impact on your team – How they see it, how you see it, and how it is. Since these differences can interfere with communication, it is important to consider them when giving feedback to employees. 9. How to give Confirming and Productive feedback – Ten steps you need to take to ensure that feedback and coaching is effective. 10. Principles of motivation in the workplace - Identifying what motivates people at work. How to build a self-motivating team.


Method

This program can be run to suit the needs of your business; primarily in workshop fashion, or as a half-day seminar, or one-hour keynote speech. The workshop is highly interactive. It includes team exercises, group discussion and skill practise/role playing. Participants are encouraged to raise real life situations and discuss the challenges they face.

Your Learning Event Leader Alan Fairweather, The Motivation Doctor, is an International Speaker, New Business Consultant and Successful Author. Before starting his own business, Alan worked in sales and customer service and did the job of a manager in four different organisations, over 23 successful years. He knows the real challenges that hotel staff face every day, dealing with guests and delivering business results. He has run training workshops for hotels in the UK, Vietnam and the Philippines. He formed his speaking and learning business in 1993 and for the past twenty years has been running seminars and workshops in the UK, US, Europe, Middle East and South East Asia. His books are available worldwide through Amazon and other retailers.

Books He is the author of three books including - ‘How to be a Motivational Manager’ – ‘How to Manage Difficult People’ – How to Make Sales When You Don’t Like Selling’

He is based in the UK and The Philippines, and works throughout Asia. Alan can be reached by email at: alan@themotivationdoctor.com Or by phone at: +63 (0) 917 5175191

Motivating for extraordinary guest experience  

A new seminar for hotel managers. Lots of tips, techniques, skills and strategies to motivate staff.

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