Performance Solutions Limited

Management,
Human Resource
& Immigration Experts

kelly_francis@psolutions.bm

Tel: 441-232-5270

Hospitality Solutions

Deliver the WOW Customer Experience

 

To serve the local and Caribbean Hospitaility Industry, we have teamed up with Amrita Bhalla, of A.B. Consulting in Toronto. A hospitality industry HR expert with demonstrated experience in the luxury hospitality sector with the world’s top luxury brands: Four Seasons Hotels and Resorts, the Oberoi Group (voted by Conde Nast as Worlds Best Hotel Brand for 2015) and Belmond Hotels (formerly Orient Express).

In Partnership with A.B Consulting we provide the following services:

 

Guest Service Standards and Delivery:

  • Writing/Evolving Service Standards for Front of House functions (Ie reservations, rooms, F&B, spa service,)
  • Training and evaluating staff on guest standards & guest care (see outline of training below)
  • Food and Beverage service and sales skills
  • Training on dealing with difficult guests
  • Mystery shop/guest audit report

 

Other HR services to be customised for relevant property:

  • Employee engagement pulse surveys and action plans
  • Facilitation of Hotel Management team strategic planning/executive team retreats
  • In Partnership with Cornell University (leading provider of hospitality education including suite of e-learning products:
    • General soft skill and/or leadership training for Hotel Management/Department Heads
    • Soft skill training for line staff (i.e communication skills, problem solving skills, emotional intelligence, time management etc.)

 

Guest Service and Standards Training

For service driven organizations, creating memorable guest experiences are cornerstones to success. Employees with effective guest interaction and service skills will feel a greater sense of engagement and commitment to their jobs. In turn, positive guest experiences enhance guest loyalty and have a direct impact on improving organizational profitability. To help clients accomplish this goal, we provide Guest Service and Standards training with the following components:

 

  • Define service standards
  • Understand behaviours and attitudes of self and others
  • Develop keys to successful communication
  • Understand complaint handling and service recovery

 

The content can be customized to a multitude of industries with a core focus on the customer journey to include a variety of industries such as: hospitality; food service operations; retail; and airlines.