L&D
Outsourcing
Services
With Tripat Mehrotra
Your Outsourced Learning &
Development Partners
Our Services
Line Colleagues Development Programmes
Customer Service in Today’s World
In the hospitality world, happy guests are the heart of every business. That's why customer service training is so important. It's all about making sure our team knows how to give guests the best experience possible. From welcoming smiles to quick solutions for any issues, good training helps us keep guests smiling. We learn how to listen, communicate, and understand different needs, making everyone feel welcome and valued. With the right training, we're not just meeting expectations; we're exceeding them, turning guests into loyal fans. So, when you choose us, you're not just choosing a place to stay; you're choosing a team dedicated to making your stay special, every step of the way.
Create Emotional Engagement
Explain Emotional Engagement in hospitality and service. Learn how to engage your guests emotionally during the guest experience cycle. How to engage your guest by following these three steps: Positivity, Being There, and Being Each Other's Hero.
Build Professional First Impression
Learn about how to keep a professional image representing your hospitality brand and maintain hospitality professionalism during operational hours. Handle telephones according to hotel standards. Use body language consistent with hospitality. Utilize hospitality vocabulary to acknowledge the guest's request.
Foundation of Exceptional Service
You should know about the exceptional service your guests deserve and adhere to the 10/5 Rule when greeting them. Explain the service sequence and how to deal with guest-initiated interactions. Learn about how to deal with spontaneous interactions. Answer Frequently Asked Questions with anticipation.
Sales Force 2.0
To discuss the process of face-to-face and virtual selling basics. Discover the difference between product selling and Hospitality Selling. Gather the traits of a sales professional in business. Discuss the importance of professional grooming and your product knowledge. Follow the 5 sequential phases or skills areas of OIMCO to manage your sales-related interactions.
Complaint Resolution Secrets
Join our comprehensive complaint handling training program and revolutionize your approach to customer satisfaction. With expert guidance, you'll learn invaluable techniques to defuse tension, empathize effectively, and turn complaints into opportunities. Elevate your team's skills, boost morale, and ultimately enhance your company's reputation for stellar customer service. Don't let complaints linger—empower your staff with the tools they need to address issues promptly and proficiently. Invest in our training program today and witness the transformative impact on your business's success.
Leadership Development Programmes
EQ for Leaders
Build awareness of human dynamics for effective teamwork and leadership. Learn the concept of EQ in a simple and clear framework Become an expert at interpreting and managing your emotions, and choose emotions that will make you a positive and optimistic leader at work Learn while leading - how to be more balanced, focused, energetic and purposeful Recognise your highest/lowest EQ talents and how to put your EQ talents into action.
Accountability
In our hospitality business, accountability training is the key to success. It's all about making sure every member of our team knows their role and takes responsibility for their actions. With this training, we learn how to own up to mistakes and fix them quickly, keeping our guests happy. It also helps us work together smoothly, like a well-oiled machine, to provide top-notch service. When everyone knows what they're supposed to do and takes pride in their work, it shows in the quality of service we provide. So, when you choose us, you're not just choosing a place to stay; you're choosing a team that's committed to delivering the best experience possible, every single time.
Think Blue Ocean
Whether you are in a resource crunch situation, part of a shrinking profit pool, struggling to retain your guests, motivate your colleagues, or give ROI to your owners, Think Blue Ocean Programme will help you create new ideas and concepts that will benefit your operations. Learn how to create recognition schemes and drive Think Blue Ocean Behaviors at the department level.
Writing Winning Business Case
Become familiar with your company's funding process. Practice the art of persuasion. Develop your skills in writing a persuasive Business Case. Describe how to assess risk and opportunity. Consider the importance of a flexible business plan built around execution. Develop a detailed understanding of the art of pitching your project professionally. Communicate your case persuasively.
Communication with DISC
Interpret the VUCA world challenges. Discuss the role of communication in the VUCA world. Work on your communication skills to work with team and the customers Be aware of each other's communication preferences based on the DISC Style. Solve the escape room challenge and discover the value of teams interacting and sharing data with other teams (cooperation, not rivalry) Know your and your team's strength. Build a sense of shared purpose and trust. Recognise your energy drainers and communicate more openly with the team.
Be A Performance Coach
As today's leader you must be able to influence and empower rather than order, tell what to do, or do it themselves. Use EQ techniques while coaching. Recognize clues of colleague readiness for effective coaching discussion through four faces of insight. Outline the steps involved in conducting a coaching discussion. Describe the steps for conducting a follow-up meeting.
Situational Leadership
Unlock your team's full potential with our Situational Leadership Training Programme. Tailored to address the dynamic needs of today's workplace, our program equips leaders with the tools to adapt their management style to any situation. By mastering situational leadership, you'll foster a culture of flexibility, empowerment, and growth within your team. Say goodbye to one-size-fits-all approaches and hello to effective leadership that drives results. Invest in your team's success and enroll in our Situational Leadership Training Programme today!
Problem Solving
Face complex situations in the VUCA world of today by managing emotions. Be purposeful when it comes to making decisions, and use all your resources to think creatively and critically. Make sound decisions by knowing your highest and lowest EQ-based talents. Demonstrate your abilities as a manager to solve work-related problems logically, creatively, resiliently, imaginatively, laterally, and with determination.
Analytical Skills
Unlock the power of analytical thinking with our comprehensive skills training program. In today's competitive landscape, the ability to analyze data and derive insights is paramount. Our program equips participants with the tools and techniques needed to tackle complex problems with confidence. From data interpretation to critical reasoning, we provide hands-on experience to sharpen analytical acumen. Invest in your future success and enroll in our program today to gain a competitive edge in any field.
Difficult Discussions
Face and resolve difficult interactions successfully. Become skilled at addressing conflict and coaching your employees through difficult interactions. Learn how to resolve conflicts and determine which conflicts to resolve. Solve the underlying problem of a difficult interaction by addressing negative emotions.
Be a Mentor
Identify the mentor's and the mentee's roles. Provide an overview of mentoring's four phases. Discuss how mentoring essentials should be implemented. Describe how to help the Mentee get un-stuck in situations and feelings. Describe how Mentoring can be successful. List five developmental theories and explain how they are applied to mentoring relationships.
Follow the North Star
Interpret the VUCA world challenges. Discuss the six potential roadblocks you will encounter in implementing your business strategy. Stress the importance of having synergy between all departments/sections of the hotel and work towards the vision of Al Habtoor Grand Resorts. To build synergy work on your communication skills and be aware of the communication preferences based on the DISC - Behavioural Styles model. Formulate a business strategy with the smart action plan for exciting year ahead.
EQ – Consultative Selling
Importance of EQ in the working world and Discover how to master Emotional Intelligence (EQ) Recognise your highest/lowest EQ talents and how to incorporate your EQ talents in building your Sales Personality Become an expert at perceiving emotions, understanding emotions, using emotions, managing emotions Build awareness of human dynamics for effective selling.
Change Management
Embark on a journey through the dynamics of change with our programme, starting with an icebreaker to share change experiences. Dive into change management fundamentals and the Nokia case study to understand change's inevitability and nature. Engage with the ADKAR model and self-assess readiness for change while developing strategies to overcome resistance and lead effectively. Learn detailed planning for seamless organizational transitions, equipping managers with strategies for guiding teams confidently through change.
Performance Management
Our performance management training program is your gateway to organizational success. With tailored strategies and practical techniques, it equips you to drive peak performance in your team. Through interactive workshops and real-world case studies, you'll master the art of setting clear goals, providing constructive feedback, and fostering a culture of continuous improvement. Invest in your team's development today and reap the rewards of enhanced productivity, employee engagement, and long-term success. Don't just manage performance, excel at it with our transformative training program.
Trainers Skills Development Programmes
Programme 1 | Tale Like TED
(Develop Presentation Skills)
- Create presentations from scratch and deliver them with more confidence.
- Follow the structure of creating and delivering the presentation
- Discover the art of storytelling for business presentations.
- Develop your ability to communicate persuasively and create new opportunities for yourself or your business.
Programme 2 | Hands On Trainer
(CPD Accredited)
- A Hands-On Trainer (HOT) develops management skills in a structured way. This program focuses on breaking down tasks, writing SOPs, conducting on-the-job training, communicating standards, and recording and evaluating effectiveness.
- Through this programme, you will learn skills and gain access to tools that will help you set up an On-the-Job Training structure at your workplace and establish your department.
- Our Hands-On Trainer Development programme provides comprehensive training for your team and offers them CPD accreditation.
Programme 3 | Ace Trainer
(CPD Accredited)
- This program is designed to help you improve your skills in delivering effective classroom training. We will provide you with a comprehensive framework that includes setting clear learning objectives, conducting thorough research on relevant topics, identifying and catering to different learning styles, choosing an appropriate training flow, evaluating the progress of your learners, and incorporating real-world examples and storytelling techniques to make your sessions more engaging and memorable.
- Our goal is to equip you with the latest training techniques and tools so that you can become a top-notch trainer in today’s dynamic and ever-changing world.
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
Includes: Automating your department's SOPs with individual assessments
LMS: Hosting on cost price
Standard Recipes
Includes: Automate monthly calendars, track refresher training, and monitor departmental performance through desk-top audits.
LMS: Hosting on cost price
Onboarding Journey
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
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
- 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
L&D Maintenance Service
Customized Talent Management Support
Support 1
Create New Job Roles
-
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
Setup SOPs
- 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 -
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.
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)
