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Chapter Seven: Innovative Customer Service Training. Professionalism in hospitality industry

Chapter Seven: Innovative Customer Service Training. Professionalism in hospitality industry

June 17, 2020 @ 7:08 pm
by infowhsecsti

Together Towards Quality Service, is an important innovative customer service training that is not only about on how to deliver quality service, but is equally important, is about empowering the roles of individual professionals like yourself, by learning the main 4 Sections of TTQS Model, namely;

HOSTS
QUALITY-SERVICE
PRODUCTS, all focusing on GUESTS.

Introduction to Chapter 7: Professionalism in the hospitality industry.

Learning Objectives:
After Studying this Chapter, you be able to:
Define professionalism.
Describe attributes and dimensions of professionalism and how they are related in the tourism and hospitality industry.
Explain why you need to build your own professionalism by focusing on improving each of these characteristics, build expertise, developing your Emotional Intelligence, honour Your commitments, Be Polite and have the Tools You Need.

Full contents:
Introduction
What is Professionalism?
i. Definition.
ii. VIDEO: 5 Proper Workplace Etiquette Tips to Practice for Professional Success
Professional Attributes. Video & QQ moment.
Professional Dimensions. Video & QQ moment.
Be Professional in your field.
Key points covered. QQ moment
Introduction:
“The hotel business is an employee-intensive and quality-driven service industry. The competitiveness and productivity of the industry depend primarily on the skill levels and professionalism of its employees”
(Subhash, 2012, p. 37).

Defining Professionalism
As per the Merriam-Webster dictionary defines:
Professionalism as
“the conduct aims, or qualities that characterize or mark a profession or a professional person”

Key points covered:
ATTRIBUTES
Professionalism is a trait that’s highly valued in the workforce. It has many attributes, including:
Specialized knowledge.
Competency.
Honesty and integrity.
Respect.
Accountability.
Self-regulation.
Image.

DIMENSIONS
Key Professionals Dimensions including:
Altruism
Code of Ethics
Body of Knowledge
Specialist skills & Expertise

CHARACTERISTICS
Improving each of these characteristics to empower your professionalism.

Build Expertise
Develop Your Emotional Intelligence
Honour Your Commitments
Be Polite
Have the Tools You Need
Make sure you focus on improving in each of these areas.
Full 3 days Training (Total 15hrs) is available at Svarna training institute in Dubai, UAE.
Class Offered: In Classroom setup at Svarna Training Institute. (Min. 4 students). Click here to register your interest.
At the client location. (More than 15 participants – UAE, and More than 25 in any GCC countries).
Live online class can be arranged too.Min. 5 participants. (Special Offer Available for Corporates)

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