"Your Outsourced
Learning & Development
Department"
L&D
Outsourcing
Services
With Tripat Mehrotra
Your Outsourced Learning &
Development Partners
Our Services
Line Colleagues Development Programmes
Customer Service In Today’s World
-
Factors influencing the hospitality
industry -
The importance of multiskilling
in today’s world - Become a multiskilled individual
-
The importance of building a
strong brand -
Describe how you support
your company's vision and values -
Describe how to take,
accountability, get feedback,
and improve yourself to
become a COVID era workforce.
Create Emotional Engagement
- Hospitality and service experience
- Explain Emotional Engagement
-
Engage guests emotionally
during the guest experience cycle -
Engage your guests and
colleagues emotionally by
following these three
steps: Positivity, Being There,
and Being Each Other's Hero.
Build Professional First Impression
-
Maintain a professional image
that represents your
Hospitality brand. -
Acknowledge and follow
the hospitality professionalism
during operational hours. -
Handle phones following
Hospitality standards. -
Employ Body Language of
Hospitality in the workplace. -
Acknowledge the request of
the guest by utilizing the hospitality vocabulary.
Foundation of Exceptional Service
- Describe Exceptional service
- Follow the 10/5 Rule when greeting guests
-
Discuss the service sequence and how to
handle guest-initiated interactions -
Explain how to handle spontaneous
interactions - Become familiar with standard interactions
- Make your interactions more empathic
-
Answer Frequently Asked Questions with
an anticipation factor
Sales Force 2.0
- Skills of a good salesperson and selling process
-
The selling process and the skills of a
good salesperson - Presenting food/beverage items to guests
- Recommendation techniques
-
Using descriptive words when speaking
to guests Up-selling opportunities -
The importance of determining guests'
needs (4 types of guest profiles) -
Providing appropriate food and beverage
items based on the type of guest
Complaint Resolution Secrets
- Principles of Complaint Handling
- How to avoid complaints by taking precautions
-
Follow the step-by-step SOP to handle
guest complaints - State the tips of taking angry guest
-
Utilize appropriate expressions when
handling guest complaints -
Analyse the best way to handle a difficult
situation Through role-playing,
solve complaints that are frequently raised
Leadership Development Programmes
EQ for Leaders
-
VUCA World and how hospitality industry
leadership is changing -
Learn the concept of EQ in a simple and
clear framework of Six Seconds -
Learn, as a leader how to interpret and
manage your emotions -
Know your highest/lowest EQ talents and
how to put your EQ talents in action
(EQ based Psychometric assessments) -
Build awareness of human dynamics for
effective teamwork and leadership.
Accountability
-
VUCA world and skills required to survive
(External world) - Agility and Agile Leadership
- Engaged workforce (internal world)
- Hotels Vision, Mission and Value
-
Model of ‘Above and the Below the Line’
of Accountability -
Accountability culture (Support &
Challenge model) -
Importance of follow-ups in our working
world
Think Blue Ocean
-
Look positive in a challenging situation and
manage your resources in a cash crunch situation - Define Blue Ocean Shift
-
State difference between 2 perspectives of
the business i.e., Red Ocean Vs Blue Ocean -
Create new Ideas by lowering the costs
while simultaneously increasing the value for
the organization/department - Build a Blue Ocean Team
-
Implement Blue Ocean Idea Recognition
scheme
Writing Winning Business Case
-
Learn the funding process of the project
in the company -
Develop your skills of writing a persuasive
Business Case -
Explain how to assess risk and
opportunities -
Master the art of pitching your project
professionally with detail study -
Learn art of communicating your case
persuasively
Communication with DIS
- Definition of communication
-
Interpersonal communication (Verbal,
Body Language, Voice Tone) -
The Listening Process – a four step
approach -
Active and Passive Listening with clients
and colleagues -
Communication preference DISC –
Behavioural Styles - Discover your Behaviour Style
-
Flexing strategies with the different behavior
styles -
Empathy – Interaction from the point of view
of the clients or your colleague
Situational Leadership
- Get clarity on the leadership approach
-
Describe the components of Situational
Leadership -
Explain why it is important to match the
components -
Assess the performance readiness of
individuals and team accurately -
Set the goals for the team members and
align them with the goals of the organisation -
Create systems to track completion and
performance of the tasks assigned
Problem Solving
-
Define Coaching and differentiate between
Coaching, Mentoring, Training and Feedback -
List three developmental theories and
describe how to implement them in a
coaching relationship -
Explain how to use EQ techniques while
coaching -
Recognise clues of colleague readiness for
effective coaching discussion through four
faces of insight -
Outline the structure of conducting a
coaching discussion -
List the steps of conducting follow-up
meeting
Analytical Skills
-
Define Analytical Skills and state its
importance in a professional career -
List 5 basic analytical skills and discuss
the usage -
Discuss and debate the importance of
Critical Thinking -
Explain and practice how to conduct
effective research -
Identify how you can spot patterns by
measuring and monitoring data -
State the importance of problem solving
and explain why it is a crucial first step
in developing leaders -
Discuss the importance of Creative
Thinking
Be a Performance COACH
- Conduct your brand training
-
Temporary managing L&D
functions -
Develop skills of your L&D
Leader - Webinars or Short Sessions
-
Or any special project you want
your L&D or HR Team to
accomplish and you need a
professional hand
Be a Mentor
-
Define the roles of both the Mentor and
Mentee -
Differentiate between mentoring and
coaching - Describe the 4 phases of Mentoring
-
List and explain how to implement 3
Mentoring essentials -
Describe how to help the Mentee get
un-stuck in situations and feelings -
Explain how a Mentoring program can
be successful -
List 5 developmental theories and describe
how to implement them in a Mentoring
relationship -
Apply the acquired Mentoring Skills in
real-life situations
Follow the North Star
- Interpret the VUCA world challenges
-
Discuss 6 potential roadblocks you will
face in implementing your strategy -
State the importance of having a synergy
among the 6 hotels and work towards
a single purpose -
Debate and formulate Vision, Mission and
Values for your business -
Formulate a winning business strategy with
the action plan -
List and state the structure/outline of your
business Balance Score Card
EQ – Consultative Selling
-
Differentiate between selling, upselling and
cross selling -
Explain consultative selling and its
importance - Describe the four level of Sales Intelligence
- Use 3 As to approach technology change
-
Follow 3 Emotional Intelligence pillars to be a
modern-day consultative sales professionals -
Recognise your customer’s learning and
behavior patterns -
Follow 4 step framework of consultative
selling -
Demonstrate the consultative selling skills in
a role play sessions
Difficult Discussions
- Determine which conflicts to resolve
-
Address the negative emotions conflict
raises -
Give feedback by following Praise
Sandwich - Clarify the facts of an interpersonal conflict
-
Improve people's ability to understand and
modify their own behaviour and behaviour
of others in social situations by using the
SCARF model. -
Solve the problem underlying a difficult
interaction - Explain how to frame a problem
- Practice active listening
- Manage conflict between direct reports
Change Management
-
Describe Change and explain your role as
a leader in Change - Discuss why people resist to change
- Explain Kubler Ross Change Model
-
Define Resilience and how it helps you
to bounce back in change - List steps to adapt to continual change
-
Explain how to initiate change which is
welcome -
Follow ADKAR and Lewin’s Three Stage
Change Model to implement Change
successfully
Writing That Works
-
State differences between verbal and written
communication -
Identify the 5 golden rules for effective
writing -
Apply writing strategies that consider the
purpose of the message, the reader, and
the content of the message -
Apply guidelines to write effective letters,
e-mail messages - Define the various types of informal reports
-
Describe guidelines to writing the various
types of informal reports -
Use appropriate Net Lingo and tips to
eliminate wordiness - FAQs of Grammar
- Use of corporate fonts and formats
Trainers Skills Development Programmes
Programme 1 | Tale Like TED
(Develop Presentation Skills)
- Determine which conflicts to resolve
- Address the negative emotions conflict raises
- Give feedback by following Praise Sandwich
- Clarify the facts of an interpersonal conflict
-
Improve people's ability to understand and
modify their own behaviour and behaviour
of others in social situations by using the
SCARF model. -
Solve the problem underlying a difficult
interaction - Explain how to frame a problem
- Practice active listening
- Manage conflict between direct reports
Programme 2 | Hands On Trainer
(Develop Department Trainers)
-
Describe Change and explain your role as
a leader in Change - Discuss why people resist to change
- Explain Kubler Ross Change Model
-
Define Resilience and how it helps you
to bounce back in change - List steps to adapt to continual change
-
Explain how to initiate change which is
welcome -
Follow ADKAR and Lewin’s Three Stage
Change Model to implement Change
successfully
Programme 3 | Ace Trainer
(Develop Group Trainers)
-
State the difference between soft skills
training, lecture, presentation, on-job
skills training, and list the training trends in
post COVID era -
State VAK learning style model, and explain
how to accommodate different learning styles - Learn to write content from scratch
-
Follow the Ace Trainer structure to design
and conduct soft skills training - List different types of games to be used
-
Learn how to show the efficiency of your
training session by using different level of
evaluation at the workplace to demonstrate
the effectiveness of training programmes -
(Practicum Session Day 2 ) Present your
topics to the group and receive feedback
on Ace Trainer structure
Curriculum Design Support
- Content alignment with the needs
- Content designing and branding
- Engaging activity every 15 minutes
-
Trainer’s Notes (Instructional
training method – introduction,
development & consolidation methods) - Branded with PPT Deck
- Activities and exercise files
- Quizzes and testing
- Trainer’s Manual
- 1 Pilot Programme to adjust the feedback
Digitisation of content
SOPs
Length: 2 - 4 Minutes
Page: 1 Page
Investment: $75 Per SOP
Includes: Automating your department's SOPs with individual assessments
LMS: Hosting on cost price
Standard Recipes
Investment: $6000
Includes: Automate monthly calendars, track refresher training, and monitor departmental performance through desk-top audits.
LMS: Hosting on cost price
Onboarding Journey
Investment: $5000 Per Milestone
Includes: As an employee, track your onboarding journey and progress via an app. As a manager, monitor the overall implementation of your Onboarding policy with a click of a button.
LMS: Hosting on cost price
Digitise L&D Administration
Investment: $6000
Includes: Automate learning needs analysis, track attendance of Off-Job Training, issue attendance certificates, automate monthly calendars creation, and track implementations
LMS: Hosting on cost price
L&D Maintenance Services
-
Meetings with the learning and development team each month
to review progress - Mentoring for the leaders of L&D
- Propose training interventions for the L&D leader
- Suggest operations solutions to leaders
-
Monitor and report on onsite and off-site training at least once
a month - Manage LMS
- Manage Internships & Management Trainee Programmes
- Follow-up and implementation of quarterly training plans
- Follow-ups and implementation of the monthly calendar
- Be the go-to person for questions
Customized Talent Management Support
Support 1
Create New Job Roles (Post COVID Era)
-
Map task breakdowns and create
new job descriptions - Upgrade SOPs & training records
-
Create new job roles that are
economically sustainable
Support 2
Reskilling Programme
-
Develop key skills in a second
department -
Build greater flexibility and
collaboration among the teams -
Create process and selection
criteria of reskilling programme
Support 3
Setup Brand Standards
-
Customize brand standards
manual as per your brand
positioning -
Market study and benchmarking
activity -
Create brand markers
(Support required by Executives)
Support 4
Setup SOPs
- Setup task breakdown
-
Setup L&D logs for SOP
trainings -
Setup SOPs (Support required
by Executives)
Support 5
Set up Pre-opening Toolkit
-
Set-up policies & guidelines
(all departments) -
Set-up critical path
(all departments) - Set-up curtain raiser activities
Support 6
Create On-Job Training Academy
- Set department trainers policy
-
Develop departmental trainers'
skills (max 6) - Set training plans structure
-
Set monthly/quarterly audits
system
Support 7
Automation L&D Process
- Implement your digitalization strategy
- Automate On-Job Training Process
- Suggest appropriate intervention
- Lead the process
Support 8
Upgrade L&D Content
- Align content for blended learning
-
Customize content to meet
Zoom sessions -
Transform content to a
Virtual Session
Support 9
Setup Development Programme
-
Create Development
programmes based on post
COVID era manning needs -
Create Management Trainee
programme -
Create Development programme
from line colleague to line
manager & Line manager to
Head of Department role
Support 10
Service Experience Coaching Camps
-
Training Programme –
Foundation of Exceptional Service -
Mystery shoppers report
feedback follow-ups -
Role plays & Individual Coaching
Camps for line colleagues
Support 11
Set-up Onboarding
- Create Onboarding Journey
-
Create Onboarding toolkit of
forms, formats, policies,
and manuals -
Create orientation manual
(slides, trainer notes, workbook
– Refer section 4 pricing)
Support 12
Generic Support
- Conduct your brand training
-
Temporary managing L&D
functions -
Develop skills of your L&D
Leader - Webinars or Short Sessions
-
Or any special project you want
your L&D or HR Team to
accomplish and you need a
professional hand
Onboarding & Pre-opening support
Hotel Leaders Development
Onboard L&D Leader
Conduct a Pre-Opening Leadership team workshop (EQ based) *
Conduct Hands-On Trainer programme to develop trainers in all department *
Conduct Behavior Interviewing programme to develop interviewers in all section
Hotel L&D On-Job Training Setup
- Implement L&D critical paths
- Set On-Job training
- Setup preopening administration
- Setup Signum onboarding
- Setup mandatory trainings
- Setup preopening audits
Curtain Raiser Activities
- Setup & organize Curtain Raiser activities
Days
- 20 to 30 days
Executive Coaching Camps
- Our ICF-certified coaches provide coaching camps.
- Coaches are provided with EQ profiles during executive coaching camps.
-
Those attending our leadership camps improve their
communication skills, emotional intelligence, and
professional effectiveness. -
In the complex Post COVID era, our 45-minute to 60-minute
coaching camps do more than solve problems; they build
confidence, insights, and the motivation to keep improving.
Leadership Effectiveness
Emotional Intelligence
Deliver More Significant Results
Annual L&D Audits
- Establish criteria for annual L&D audits
- Conducting the L&D audits at the property
- Provide coaching feedback based on how the property is doing
- Monitoring the implementation of the action plan
- Compile hotel, region, and company compliance scores
- Compile hotel, regions and company’s L&D compliance scores
- Follow-up visit (only, if the property scores are in red zone)
Work With Us
We are your outsourced Learning & Development Partners
Contact Address | Office
Correspondence Address
India Office
DeANTS L&D Partners LLP
14 F, 003, The Palm Spring Plaza, Golf Course Road
DLF City Phase 5
Gurugram
Haryana 122003
UAE Office
Dynamic Employment Services L.L.C
Office 1005, 10th Floor, Marina Plaza, Dubai Marina
Dubai, UAE 68128 AE
We are your outsourced
Learning & Development Partners
