1. Tourist industry seminar
Cross-training program
Developed and instructed by Gila Yaniv & Nathan Ronen
We here-by suggest a three days cross- training program
GENERAL
This paper is designed to meet the urgent need of a modern Customer
service in the Hotel and Tourist industry of Albania. One of the ways to
achieve this goal is by training management and staff in the fields of
quality customer service in accordance to the format common in modern
international hotel chains and tourist services.
•Tourism is highly susceptible to service failure because of the very
large number of service providers in the industry
•Travel and tourism is a very people-dependent area of work
•It relies heavily on people and human nature dictates that mistakes
must happen
The suggested comprehensive courses the combines the 3 echelons of
staff; Management, Employees, and professionals to be on the job
trained for specific departments (F&B, Reception, sales etc).
We at the ACMS are ready to provide our clients at the Albanian hotel
and tourist industry, the full support of our international senior
consultants in these fields. Our specialists have a considerable working
experience in the Hotel business.
As an investment in the future of the Albanian tourist industry, we at the
ACMS, suggest to train a local cadre to perform in Albanian language,
with all the training systems and materials that we shall supply in the
fields of Quality service.
Suggested SYLLABUS;
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2. 1.MANAGEMEMNT LEVEL ( Department heads and above )
This is a 3-day's crash course called: " Making the difference: from
management to leadership".
It entails all aspects of leadership, the director as a leader of a team, the
director as a leader for renewal, the director as a motivator of processes, the
director as the energetic engine for the development of the human resource,
as well as various management skills like Time management, conflicts and
negotiations, managing of staff meetings, presentations skills etc.
2. Employee course of quality service
This is a 3 days inter – departmental course designed for the
need of the workers who are on the front line of service :
Client-oriented service is at the very heart of the organization and Meeting the
needs and expectations of the hotel's clients, thereby, is at top priority. Our
Client-oriented service workshop will examine the idea of service both as a
value and as a non-material equivalent of a good and look into the key-points
of the concept. We shall explore the service chain and see indoor/outdoor
providers and clients, and look into the commitment required to hold a total
service approach at all times. Our main goal will be finding new and creative
ways to exceed beyond the clients' expectations.
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Our training combines theoretical and practical aspects, thus enabling the gain
of actual experience in the subjects herewith elaborated. These are designed
for the workers/staff level. They are cross-departmental courses in the major
issues of QUALITY SERVICE.
Both instructors have a considerable working experience in 5 star
international hotels in Israel .
Teamwork:
The teamwork culture values collaboration, cooperation and coordination,
which are, just as much, the keystones for operating a hotel. Our Teamwork
workshop will suggest a whole framework to conduct an effective teamwork
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3. and look into various ways to manage teams, set team-goals and build a team
spirit. We shall look into the link between individual-group-team, examine the
differences and practice actual teamwork.
Communication skills:
Communication is actually a bridge people build between them, to reach out
and understand one another.
Our Communication skills workshop will look into the very ingredients of
communication and its relevance to the hotel daily operation: eye contact,
facial expressions, gestures, linguistics and humor are but a few. We shall
explore verbal and non-verbal communication and how to master them
skillfully; we shall look into the hotel's dress code and make commitment to it;
we shall look at interpersonal skills as an echo of attitudes, beliefs and cross-
culture differences.
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