Tutorship
A STAR JOURNEY PROGRAM IN PARTNERSHIP WITH FORBES TRAVEL GUIDE
Certified Approach to Service Excellence
Establishing Malta as a destination which is In Partnership with Forbes Travel Guide requires focus and commitment.
The Training Programmes being developed in partnership with Forbes Travel Guide are now being delivered within a classroom and hospitality setting. On this important journey for Malta’s hospitality industry to strive for excellence, new content will be developed in partnership with Forbes Travel Guide.
Forbes Travel Guide’s training approach will be to support and hand-hold hotels and restaurants on this important journey.
Special Series
Forbes Travel Guide
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.