Location: HUA HIN, Duration: 4 WEEKS

Objectives

Enable property to become a Leading Hotel of the World

Attain 85% score on LHW audit

Improve service in all departments

Courses

LHW Audit Training

Guest Relationship Service Performance

Departmental Performance Coach

Departmental Skills Trainer

At Centara Grand Hua Hin we were contracted to make sure that the hotel passed its Leading Hotel of the World quality assurance application. We did this by setting an initial 2 week training program which included needs analysis of the areas they were lacking, and then put a program in place with the management and the supervisors to oversee the training and day-to-day operations coaching.

For example, we worked in the rooms and operations with the housekeeping management team to show them how to coach their housekeeping staff on a day-to-day basis when they went to make up and turn down the rooms, greet the guests and deal with requests.

We worked with the F&B team on room service ordering by providing role play training to improve the standards of all calls.

We worked with the restaurant supervisors and modified F&B procedures to ensure that guests were greeted by name and all standards were met during the service process, for example service timings and individual guest requirements at the table.

A further 2 week program follow up was scheduled after a month’s gap, in which the management used the training and coaching skills we taught them to work with their staff. When we continued with our training after that period, we conducted audits and specific services skills training to complete the process. By doing this within the space of just over a month, we raised the overall LHW audit from 75% to 87% enabling them to become a Leading Hotel of the World.

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