Leadership 

(full leadership team)

focus on engagement, communication, meaningful rewards, culture of motivation, dedication to service excellence.

HR Management

(includes Hotel and Restaurants HR Director, managers, co-ordinators)

focus on organisational engagement; exceptional training, open/honest/direct coaching and ensuring consistency at every touch point.

Reservations/Arrival/Departure

(includes reservation agents, valets, door staff, front desk agents, bell staff, and butlers)

focus on creating memorable arrival and departure experiences for guests when providing hotel and room orientations.

Concierge Services

(concierges)

focus on showing expert knowledge in recommendations for different guests and a variety of requests.

Housekeeping/Guest Service Requests

(includes room attendants and housekeeping supervisors PBX, housekeeping coordinators, and housekeeping housemen/runners, engineering, security)

focus on exceptional level of service for guest’s daily and turndown housekeeping service. Genuine interest with guests over the telephone when accepting guest requests and at guest rooms when delivering the requested items.

Bar & Lounge

(includes hosts, bartenders, cocktail servers and bar backs)

focus on providing beverage descriptions and answering questions while providing luxury experiences for guests in the bar and lounge.

In-Room Dining  

(includes order takers, servers, and bussers)

focus on genuine interest within the interactions to create luxury dining experiences in the privacy of guest rooms.

Hotel Dining

(includes hosts, servers, food runners, and bussers)

focus on guiding the guest through the menu and answering menu questions to create exceptional dining experiences.

Spa & Fitness

(includes spa reservations, reception, attendants, and service providers)

focus on genuine interest through the guest’s spa journey.

Pool & Beach 

(includes pool attendants, cocktail servers, bartenders, and lifeguards)

focus on showing genuine interest while providing professional and memorable experiences in a casual environment.

Mitigating Workforce Anxiety

The course will be tailored to the Hospitality industry and the workshops will allow Managers to learn how to best mitigate workforce anxiety in a safe environment. This should give them the confidence and ability to tackle such issues and other when they are faced with them at work.

Health and Safety Awareness

This introductory course about health and safety is for people who work in the hospitality and catering sectors. It will address the main health and safety issues in these sectors and how these affect the place of work.

Health Security VERIFIED

This course will demonstrate how the VERIFIED software is used and how it needs to be managed.

Successful innovators are able to rethink, reimagine, and grow.  In this hands-on course, students will learn how to develop a perspectives mindset and how to take innovation from conception to creation. By interacting directly with high-level executives in the hospitality industry, government officials, technologists, investors, designers, and other interesting people, students will gain practical skills while creating meaningful relationships and adding value to organizations and stakeholders. By the end of the course, students will better recognize their role in a variety of group settings, have created productive real-world solutions, and know the ways to execute on their future roadmaps.

So, when does innovation actually happen? Well, in an electrifying environment with a diverse team of students, professionals, and other guests focused on generating crazy ideas and exploring the circumstances that allow for these ideas. Professor Hellman ran the Innovation Network at Cornell. The Innovation Network brought together CEOs and top leaders of the hospitality and travel industry—by invitation only—to focus on new ways of thinking about their businesses and the industry. Members of the network met twice a year, from coast to coast, for exposure to new and radical ideas to foster creativity within their hospitality companies. Now, Professor Hellman is looking to create a similar environment through the on-line WINNING classroom, starting with the most powerful innovators she knows, employees. This class will incorporate exciting elements including one-on-one calls with industry leaders to teach participants how to use diverse perspectives to their fullest advantage, ancient stratagems to generate innovative ideas, and so much more!

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