Our client in one of the most prestigious hotel had pointed out a few areas where the employees needed induction, Hence I had drawn up this Induction program to train all employees on the clients expectation in regards to communication, customer service and presentation
2. Overview
1. Introduction to company
2. Customer Service
3. Providing Quality Service
4. Health and Safety
5. Group Discussion
3. Lesson Outline Instructor Activity Trainee Activity Time
Session 1- Introduction Lecture Listening, watching &
Writing
9:00am-10:00am
Session 2- Customer Service Lecture Listening and writing 10:00am-10:30am
Coffee break 10:30am-10:45am
Session 3- Quality Service Lecture Listening & Participation 10:45am-11:15am
Session 4- Health and Safety Lecture Listening & Participation 11:15am-12:15pm
Session 5- Onsite Training Individual work Actual work Will be decided by site
supervisor
5. Introduction to Company
Over 30 years car parking industry experience
More than 200 car parks in Sydney, Melbourne,
Brisbane and Adelaide as well as a wide range of
regional areas
Operator of some of the largest car parks in Australia,
including Sydney Airport, Melbourne Airport, Sydney
Olympic Park and Brisbane's Riverside Centre
A significant international presence in South East Asia,
mainland China, India and the Middle East.
8. What is Customer Service
Customer service is an organization's ability to supply their
customers' wants and needs.
1. Who are our customers?
2. When to provide customer service?
GROUP ACTIVITY 1
Customer Service is……………..
9. 5 step model to customer excellence
Step 1- Listen to the
Customer.
Step 1- Listen to the
Customer.
Ste Step 2- Identify the
key issues Identified by
the customer.
Ste Step 2- Identify the
key issues Identified by
the customer.
Step 3- Address the IssuesStep 3- Address the Issues
Step 4- Apologize if you
are wrong.
Step 4- Apologize if you
are wrong.
Step 5- Thank the
customer for his
feedback
Step 5- Thank the
customer for his
feedbackExercise 1 & 2
10. How to deal with Rude Customers?
•Keep Smiling
•Stay Clam
•Politely ignore
•Pity them
•Remember kind customers
Read Hand Outs
11. Pullman Hotel & Customers
Values:
Vision:
Points to remember: “Get closer”,
Welcomer at the lobby.
Attitude: Simplicity
13. Welcoming & Greeting
1- Smiling
Smiling is infectious,
You can catch it like the flu.
Someone smiled at me today,
And I started smiling too. (Hand outs of advantages of smiling, article)
2- Friendly and warm approach
3- Greeting
“Welcome to Pullman Dubai Mall of the Emirates, Ramy at your service”
“Good Day Sir/Mam”
“ Good Evening Sir/Mam”
4- Welcoming
“Welcome to Pullman”
“How are you today?”
“How can I help you Sir/Mam?”……………SMALL ROLE PLAY
18. 1. Speed Limit- 20Km/h
2. Dehydration- 2 liters while in duty, 5
liters on daily basis
3. Proper body mechanics
4. First Aid procedure- incase of injuries
5. Wearing the right cloth and shoes
6. Fitness- Do daily exercise
7. Personal Hygiene- To avoid getting sick
8. How to manage foot pain
WHO WE ARE ? SP is a largest car park operator in Australia with a 40 years heritage and history of constant improvement and innovations became a significant international player extending its operations in Indonesia, Malaysia, China, ME, India and Philippines Today SP is successfully operating over 600 car parks with more than 15 000 dedicated, highly professional and trained staff
