Front Office Mastery - Redefining Service Excellence in Hospitality

The Front Office Department is the heartbeat of any hotel, serving as the first and last point of contact for guests. From the moment a guest makes an inquiry to their final goodbye, the Front Office shapes the guest's experience and defines the hotel's image. This critical department sets the stage for service excellence, managing everything from handling reservations and addressing guest queries to resolving complaints—all while creating a lasting impression of the hotel's quality and service.

But the role of front office professionals goes beyond interpersonal and communication skills. To truly excel, today’s front office teams must master accounting, auditing, operational planning, and even basic room revenue management strategies to help boost profitability. They must also play an active role in recruiting, training, and leading a service-driven team that thrives in an ever-evolving hospitality landscape.

In a world where technology is revolutionizing the guest experience, front office personnel must balance the digital advancements guests expect with the personal touch that defines exceptional hospitality. This program equips you with the comprehensive skills needed to manage these demands, ensuring your team stays at the forefront of service excellence.

In-house Option: This program can be delivered in 4-6 sessions (3.5 hours each) spread over two weeks to accommodate shift staff. Click Get Proposal to request for a tailored version of the training and customise the content to fit your team's specific needs. 

Security Threat Detection and Response Training

The Security Awareness and Response Training program is designed to equip physical security guards with the essential skills to identify, assess, and respond to security threats in real-time. As key players in any comprehensive security strategy, physical security guards are responsible for protecting people, property, and assets by maintaining a strong, visible presence that deters unauthorized access and criminal activity. They also serve as the first line of defense in emergencies, responding swiftly to incidents as they unfold.

Unlike automated systems such as CCTV or alarms, security guards bring a human element that enables them to evaluate situations, make informed decisions, and take immediate action when necessary. Their ability to adapt quickly is crucial in environments that demand a prompt and decisive response. This training emphasizes the importance of this human judgment, preparing guards to act confidently and effectively in high-stakes scenarios.

The program covers a wide range of critical areas, including access control, emergency preparedness, threat identification, and incident management. Tailored to meet industry-specific needs and regulations, the course goes beyond basic observation skills, empowering guards with practical tools to manage complex security challenges and maintain order.

By the end of this program, participants will have a solid understanding of their critical role in maintaining safety and security, equipped with the knowledge and confidence to take proactive measures in safeguarding their assigned areas.

In-House Option: This program can be delivered in 2-4 sessions, allowing flexibility for shift staff. Click Get Proposal to request for a customised content that meet your team’s specific needs.

Safeguarding People, Property, and Assets!

Leadership for Emerging Women Leaders

This course is designed to empower emerging women leaders with the knowledge, skills, and confidence needed to excel in leadership roles. Participants will explore key leadership concepts, strategies, and best practices while addressing unique challenges and opportunities faced by women in leadership.

Course Highlights

  • The Leader in YOU
  • Building High Performing Cohesive Team Inspiring Women Leader
  • Strategic Thinking
  • Coaching, Feedback, Feedforward Delivering Outstanding Results
  • Effective decision making
  • Prioritization / Planning /Execution

Who should attend: 

  • Emerging Women Leaders
  • Mid level Women Managers
  • Women Executives where they will benefit from the interactive training session and for the leadership development purpose.

Methodology

The training involves Group Discussion, self reflection, feedback, feedforward from others and sharing of real life experience, Videos, and Course Notes.

The Trainer

Fong Sau Peng is a APICS CPIM Certified member in Production and Inventory Management (CPIM) program and graduated with a Bachelor of Science Degree. She has 35 years working experience in FMCG industry in multiple countries, focussing on people development, leadership roles, strategic planning, and end to end supply chain management which includes manufacturing operations, materials management, Sales & Operation management, product planning and sourcing, 3rd party service provider management, logistics management, contract negotiation, customer service, order management and external customer engagement.

Sau Peng is a passionate and authentic professional, she demonstrates very positive support for 28 years service in Colgate Palmolive Malaysia, Singapore, Brunei, Indonesia, and Philippines. 5 years serving as Director of Customer Service & Logistics in Colgate Palmolive Malaysia group of companies and 4.5 years as Director in Colgate Palmolive Philippines.. Her international exposure and perspective on diversity, equality, inclusion and deep experience contributes to building the futuristic organisation in Colgate Palmolive. She was also the pioneer leader for ERP system implementation (SAP/APO/ BI) in Asia Pacific.

In terms of Supply Chain Management, the Covid crisis management is a true testimonial of her competency in leading the Supply Chain team with clear and pragmatic solutions, able to support business delivering outstanding business growth. Her strength in leadership with a genuine people- centric approach, deep focus on driving Growth, experimental mindset, empowerment approach and Digitization are the key successes in her 35 years career journey.

Sau Peng is an experienced trainer and facilitator in Colgate Palmolive, conducts training sessions, workshops , leadership programs with art bonding sessions. She is the key contributor for training in Colgate Palmolive for more than 10 countries. For the leadership session, she engages with each individual to understand their background and challenges, taking an authentic approach to customise the program in order to best fit the objectives for the clients.

Occupational Health & Corporate Wellness Program

The Corporate Wellness Program is an in-house program under the occupational health category specifically designed for busy executives.

The objective of this program is to educate participants on the basics of health and wellness. Preventive measures and disease management are the focus of this program. This program is structured in a manner where a layman will understand the principles of wellness and more importantly will be able to apply the principles that are taught. Among the features of this program is its interactive approach where participants will have opportunities to participate in actual case studies of individuals.

Corporate Wellness Programs are designed to nurture wellness in workers, regardless of the work environment. They essentially focus on bettering the behaviour of the employee and increasing the performance levels. Many factories, corporate offices, large corporations, and small corporations alike across the world have benefited tremendously by implementing Company Wellness Programs.

Benefits of A Corporate Wellness Program

The reasons why you need a wellness program for your company taken from the organization point of view, are as follows:

  • Improve Productivity - If the employees aren’t completely fit, they can’t perform to the best of their abilities and thus can’t give their 100%. Tension or stress is another primary reason behind the underperformance of employees. 
  • Improve ‘Presenteeism’ - Presenteeism refers to instances when the employees of an organization do come to work but fail to put in their best effort due to reasons such as depression, stress, injury or illness.
  • Reduce Absenteeism - If employees are not physically, psychologically or spiritually fit, chances are, their absenteeism will increase. The main reason behind the absenteeism of employees can be their ill health or too much stress. Company Wellness Programs emphasize on improving their physical and psychological wellness and thus making them fitter and happier.

Other advantages of Company Wellness Programs are as follows:

  • They boost the morale of the employees by creating a happy, supportive and cordial environment.
  • They improve job satisfaction among employees.
  • They negate or minimize healthcare costs.
  • They reduce the effect of a stressful, demanding workplace
Revenue Management Beyond Sleeping Rooms

The success of Revenue Management practices to capture demand, maximize revenue and optimize profitability requires an entire team effort. While the revenue manager is the key driver, support, feedback and implementation and execution are carried out by key leaders like general managers, sales & marketing and operations. Everyone must understand and embrace a revenue culture.

This training program is designed to take your revenue management practices and culture beyond guest rooms to the next level which is Total Hotel Revenue Management. A holistic approach to revenue management is used to identify revenue-generating opportunities and optimize revenue and profit generation from all revenue streams, mainly restaurants & bars, catering & convention and spas. Learn to strategize using the simple principle of revenue management and how to measure your revenue performance results effectively and logically. Participants will gain in-depth knowledge of the fundamentals of revenue management and understand what it takes to make effective strategic decisions and how to execute them effectively.

During the training workshop, discover if your present organizational structure, systems, flow and processes have what it takes to optimize revenue, short-term and long-term in all your revenue stream departments. At the same time, discover hidden demand and new opportunities that go beyond your current practices that can lead to optimal financial results and higher returns on investment. Each training workshop is always further tailored to your specific objectives, organizational structure, existing systems and available resources at hand so that immediate results can be achieved.

WHO SHOULD ATTEND

TEAMWORK is the key to the success of any revenue management initiative. The success of Revenue Management practices to identify and capture demand, maximize revenue and optimize profitability requires an entire team effort. A revenue cycle involves three key departments, Sales & Marketing, Revenue Management and Operations with the General Manager as the captain of the ship. Here are the positions that could benefit immensely from this program: 

  • General and Hotel Managers
  • Revenue Managers
  • E-Commerce Manager
  • Reservations
  • Sales & Marketing
  • Catering & Convention
  • Rooms Division Managers
  • Front Office Manager
  • Food & Beverage Managers
  • Financial Controllers
  • Owners and Stakeholders

Helping you OPTIMISE and GAIN Incremental Revenue! 

Function Space and Events Revenue Management

The success of Revenue Management practices to capture demand, maximize revenue and optimize profitability requires an entire team effort. While the revenue manager is the key driver, support, feedback and implementation and execution are carried out by key leaders like general managers, sales & marketing and operations. Everyone must understand and embrace a revenue culture.

Learn to revenue manage and price your function space and events based on demand, logistics, event set-up, food service, and beverage setup to optimize profitability. Track performances using metrics that measure revenue results and not just sales conversion. Understand and be what it takes to be the 'chosen' one in a selection process by an event organizer and align your sales process for seamless communications and undisputed service delivery. At the same time, sharpen your team's knowledge and skills on how to handle inquiries, overcome objections, negotiate, identify cross-sell and/or up-sell opportunities, etc. Effectively manage your database and segment your catering markets for successful marketing campaigns, strategies and returns.

During the training workshop, discover if your present organizational structure, systems, flow and processes have what it takes to optimize revenue, short-term and long-term and grow not only your catering & convention revenue but profit margin. Also, discover hidden demand and new opportunities along the way that can lead to optimal financial results and higher returns on investments. Each training workshop is always further tailored to your specific objectives, organizational structure, existing systems and available resources at hand so that immediate results can be achieved.

WHO SHOULD ATTEND

TEAMWORK is the key to the success of any revenue management initiative. The success of Revenue Management practices to identify and capture demand, maximize revenue and optimize profitability requires an entire team effort. A revenue cycle involves three key departments, Sales & Marketing, Revenue Management and Operations with the General Manager as the captain of the ship. Here are the positions that could benefit immensely from this program: 

  • General and Hotel Managers
  • Revenue Managers
  • E-Commerce Manager
  • Reservations
  • Sales & Marketing
  • Catering & Convention
  • Rooms Division Managers
  • Front Office Manager
  • Food & Beverage Managers
  • Financial Controllers
  • Owners and Stakeholders

Helping you OPTIMISE and GAIN Incremental Revenue! 

Butler Skills Training Program (Intermediate)

In today's ever-evolving world of hospitality, where the art of service is constantly being redefined, the demand for butlers who not only possess theoretical knowledge but also practical expertise has reached new heights. Welcome to the Advanced Level Butler Skills Training Program, a comprehensive three-day journey that transcends conventional training methods. Our program goes beyond the classroom, emphasizing immersive learning through case studies and role plays to provide participants with hands-on experience and the ability to excel in the multifaceted role of a modern butler.

The Power of Practical Application: In this advanced program, we understand that knowledge alone is not enough; the true mastery of butler skills comes from applying that knowledge in real-world scenarios. To this end, our curriculum is carefully designed to blend theory with practice, ensuring that every participant gains a deep understanding of the nuances of the profession. We believe in learning by doing, and that's precisely what sets our program apart.

Case Studies: Participants will delve into real-life case studies from the world of luxury hospitality. These case studies provide a glimpse into the complex challenges and unique situations butlers face daily. Through in-depth analysis and discussion, participants will develop critical thinking skills and learn to formulate innovative solutions to intricate problems.

Role Plays: The heart of our program lies in the role plays that immerse participants in simulated scenarios. Here, you won't just learn about butler service, you'll become a butler. Through role plays, participants will have the opportunity to put theory into practice, fine-tune their interpersonal skills, and make split-second decisions while providing impeccable service. Whether it's handling a demanding VIP guest or orchestrating a flawless club floor check-in, participants will experience it firsthand.

NOTE: Inquire should you are interested in scheduling a consultation for our Advanced Level Butler Skills Training Program. Our advanced program content is meticulously customized to align with your specific service standards, ensuring that it precisely meets the Standard Operating Procedures (SOP) of your esteemed brand. 

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