1. WSQ Interact with Guests
This course is designed to provide participants with practical knowledge and skills that will enable them to provide quality service in their interactions with guests at the workplace. Through coaching and hands-on practice in class, participants will improve their interactive skills to levels that are consistent with the national workforce skills standards. This programme follows a consistent and effective approach comprising three crucial elements:
- Maintain Professional Appearance and Attitude
Covered in this section will be skills in communicating positive service attitudes (both verbally and non-verbally) to guests of different cultural and social backgrounds.
- Provide Quality Service
Participants will learn how to build rapport with guests, identify guest expectations, and respond to them in ways that reflect sensitivity to each guests’ unique requirements.
- Address Concerns
In every service operation, guest concerns and problems will arise. The emphasis here is to prevent such occurrences. Participants will learn how to anticipate and respond to guest concerns and problems as well as take steps to minimise dissatisfaction.
Who Should Attend
All who have a role to play in providing quality guest service (such as Front Desk, F&B, Housekeeping, Maintenance and Security), team leaders and supervisors.
Course Duration
2 days plus assessment (16 hours)
Post-Course Assessment
Post-course assessment will be conducted within one month after the course.
Certification
Upon successful completion of the unit and assessment, participants will be issued with a Statement of Attainment (SOA).
2. WSQ Sell Products and Services
Winning Business Performance Through Effective Customer-Focused Selling Skills
Do your employees possess the knowledge, skills and motivation to convert a possible sale into a transaction when a potential customer dials your number or walks through the door? Do they regularly create legendary experiences that will turn prospects into buyers? Are they delivering the level of service you desire? Even though you cannot control the buying habits of your customers, you can control the consistent delivery of customer delight.
Your customers are your most valuable asset, and they should be treated as such. Take advantage of Leadership Learning Centre’s two-day customer-focused selling skills training and start transforming customer interactions into legendary experiences. This power-packed sales training workshop will equip front-line staff and supervisors with the necessary competence and attitude to maximise sales and create long-term customer loyalty. This competency-based selling skills workshop is highly practical and interactive with lots of role-playing opportunities.
This programme is tailored to meet each industry’s unique needs with a consistent and effective approach comprising four crucial elements:
1) Research - Getting to know your customers
Understanding the needs and motivations of your customers is a crucial first step in any sales skill training programme. Know who your customers are and know what will make them want to do business with you.
2) Programme Development – Reaching out to them in meaningful ways
Reach out to your customers in ways that set you apart from the competition and stimulate customer interest to generate more sales opportunities.
3) Sales Skills Training - Teaching your staff to deliver legendary experiences
Your success depends on your employees. With the essential knowledge and tools, they can build on your marketing initiatives and consistently create customer delight.
4) Reinforcement - Staying with your programmes (Optional)
After your employees have completed the sales skill training programme, you can refine their skills to help ensure that you keep the customers you attracted in the first place. Our mystery shopping service and on-going coaching, together with an ongoing measurement system, can help you to maintain and retain your customers.
Outline
This training programme will include the following topics:
- Determining guests’ wants and needs
- Making Sales
- Processing Payments
Who Should Attend
All front-line staff (such as Front Desk and F&B); sales team leaders and supervisors
Course Duration
2 days + assessment (16 hours)
3. WSQ Supervise Staff
Winning business performance through effective supervisory skills
As a supervisor, you are the one in charge, but you know all too well that your job description does not even begin to cover the many roles you actually fill. In today's world, a supervisor must be a friend, a coach, a boss, and mediator. Whether you are a new or experienced supervisor, training can benefit you by providing new ideas and skills that will help to keep you at your peak performance.
This five-day supervisor training workshop is power-packed with solid skills to help you maximise your role as a supervisor. Learn to provide meaningful praise, enhance your communication skills, and keep top performers at their maximum levels. Built on solid principles using various tools, techniques and practical experiences, this course will boost your confidence and people management skills to achieve success for yourself and your team! Learn how to delegate work; motivate and praise your staff; work under pressure; meet tight deadlines; train new employees; organize people, projects, and schedules; resolve conflicts; and address performance issues
Course Outline
This course will include the following topics:
- Rostering staff
- Conducting briefings
- Directing work of others
- Conducting on-the-job supervision
- Providing feedback to staff
- Addresssing staff performance concerns
- Resolving employee conflicts
- Monitoring timesheets and allowances
Who Should Attend
Supervisors, team leaders, and junior / assistant managers who are new to the role or who have no previous training in people management and effective supervisory skills
Course Duration
5 days + assessment (40 hours)
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