Passion, Service & Leadership in Hospitality

Passion, Service & Leadership in Hospitality

Introduction

The Hospitality Industry is one of the most exciting and dynamic industries in the world! However, it is also one of the most demanding, which requires commitment, dedication and most importantly, passion!

In order to grow and be successful in the Hospitality Industry, a person must first have passion for Service and Hospitality, in addition to having personal qualities such as team-player, good communicator and very high level of EQ!

In the case of leaders, the expectations are even higher! Hotels Managers or Leaders, besides having passion for the industry, must possess something more to be successful – Leadership Skills and Qualities. A Manager without leadership qualities and leadership skills is like being in the Hospitality Industry and not being hospitable!

Hospitality is a people business and therefore for Managers to be successful, leadership skills and qualities are a must! This program combines Passion, Service and Leadership and a one-stop formula for budding hotel managers, tools they can use to immediately improve service and leadership!

This 2 half-day inspirational & self-empowerment program equips the hotel department heads and Managers with the knowledge, skills and tools to improve customer service and leadership effectiveness to create a service and leadership -driven culture!

Organization

Diya Training & Development Consultancy Sdn Bhd

Outcome

At the end of this program, participants will be able to:

- Identify the link between passion for hospitality and a successful career
- Define 'Hospitality' and how it differs from 'Service'
- Clarify your purpose, sense of belonging and expectations
- Use hospitality language to provide the best possible service
- Learn and demonstrate leadership qualities to improve success
- Learn and apply the time-tested fundamental Leadership Principles
- Cultivate a motivating and engaging culture to inspire growth and excellence
- Model the way to inspire people towards a shared vision
- Implement Employee Engagement principles to retain talented employees and inspire them to do their best
- Use Psychological Safety techniques to inspire open dialogue feedback creativity, fear-free culture and inspire accountability
- Use 'Solution-Focused' language instead of 'Blaming Language' when giving feedback
- Apply The 7-Steps to give and receive feedback, Professionally!
- Improve Service, Hospitality and Leadership

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No	Topic	Topic Description
1	PART 1 – A Culture Of Passion & Hospitality	It starts with doing what you Love! What does success in your job means? Jot down Why did you choose the hospitality industry? What is Hospitality? How it began? What does 'hospitality' mean? Are you providing service or hospitality? Is service the same as hospitality? Group discussion What do all my guests expect from me? Expectations – Service & Hospitality! What is a 'Customer Service & Leadership Mindset'? 2Ps - Passion and Proactive Mindset If you are a guest at your hotel. Group discussion Is the customer always right? Communication Skills – Using hospitality language Re-engineering your communication exercise The 3Ps of solving complaints proactively Why solve proactively? How to solve proactively?
2	PART 2 – Applying Effective Leadership	What is 'Leadership'? Why leaders generally fail? What is expected of me? The 5 sources of my expectations Leadership Qualities Managing the on-boarding & employee probationary process What can you do to create the best possible work environment? Model the Way What is 'Modeling the Way?' Importance of a clear direction / shared vision Group exercise / Self-reflection questions Create a motivating & engaging culture to retain Setting & communicating clear expectations & standards Psychological safety culture Accountability & using failure as a learning tool Mindful Communication & Feedback What is mindful communication? Giving feedback Professionally to inspire change Role-play Summary & Re-cap

Topic

Topic Description

PART 1 – A Culture Of Passion & Hospitality

It starts with doing what you Love!

What does success in your job means? Jot down

Why did you choose the hospitality industry?

What is Hospitality? How it began?

What does 'hospitality' mean?

Are you providing service or hospitality?

Is service the same as hospitality?

Group discussion

What do all my guests expect from me?

Expectations – Service & Hospitality!

What is a 'Customer Service & Leadership Mindset'?

2Ps - Passion and Proactive Mindset

If you are a guest at your hotel.

Group discussion

Is the customer always right?

Communication Skills – Using hospitality language

Re-engineering your communication exercise

The 3Ps of solving complaints proactively

Why solve proactively?
How to solve proactively?

PART 2 – Applying Effective Leadership

What is 'Leadership'?

Why leaders generally fail?

What is expected of me?

The 5 sources of my expectations

Leadership Qualities

Managing the on-boarding & employee probationary process

What can you do to create the best possible work environment?

Model the Way

What is 'Modeling the Way?'
Importance of a clear direction / shared vision
Group exercise / Self-reflection questions

Create a motivating & engaging culture to retain

Setting & communicating clear expectations & standards
Psychological safety culture
Accountability & using failure as a learning tool

Mindful Communication & Feedback

What is mindful communication?
Giving feedback Professionally to inspire change
Role-play

Summary & Re-cap

Expert

Sunny Savinderjit Singh

Savinderjit Singh (or Sunny as he is commonly known as) is a professional with 27 years of LEADERSHIP experience from 4 industries, including 15 years as a professional CONSULTANT TRAINER in the training and consulting business. Sunny brings a wealth of working experience at both Strategic & Operational levels from the following 4 industries: 1. Hospitality Industry2. Petroleum and Logistics Industry3. Education Industry4. Training & Consulting (present) Throughout his illustrious career in all these industries, Sunny has acquired tremendous experience in people and organizational development at both operational and strategic levels which includes functions such as Human Resources, Policy-Making, Administration, Operations, Sales and Training functions. Upon leaving employment in 2006, Sunny embarked on his dream quest as a professional Consultant Trainer and founded Diya Training, a professional Sdn Bhd training and consulting company. Sunny's passion and knowledge for training and development has led him to formulate, design and deliver DIYA's very own signature Leadership, Culture-Building, Service, Sales, Strategy & Performance Improvement Programs for HODs, Execs, Supervisors and Non-Execs (top-down approach). Besides training, Sunny's PROJECT consulting experience include Balanced Scorecard & KPIs PROJECT, Performance Management & Appraisal PROJECT, Leadership Culture PROJECT and Culture Transformational PROJECT. Sunny's world class programs and facilitation skills have met with very high scores and approval ratings from leading international corporations, leading MNC companies (American, Japanese and European) and local public-listed companies all over Malaysia. This includes consulting work. In short, Sunny has conducted training and consulting work for 8 industries. Feedback received is nothing less than excellent! (Diya FB Page, Diya Website and up-coming HRDF Training Effectiveness. Sunny's trademark includes creating highly engaging and learning environment and at the same time equipping participants with practical step-by-step tools to apply back at the workplace. Sunny has conducted training & consulting work for 8 industries over the past 15 years. Sunny is a Certified Train The Trainer from PSMB and founder and Managing Consultant of Diya Training & Development Consultancy Sdn Bhd.