Creating Our Future

This program prepares higher and middle management to think strategically about the organization's future and equips them with critical tools and skills to build a learning organization. Modules include:

+ Strategic Hospitality Management

+ The Learning Hospitality Organization

     - Personal Mastery 

     -  Mental Models

     - Team Learning & Dialoguing

     - Systems Thinking

     - Shared Visioning

Customer Value Management

This program equips higher and middle management with the tools to create new and enhance customer value. Modules include: 

+ The Service Business Model

+ Business Concept Innovation

+ Building a Service Profit Chain

+ Customer Value Equation

+ Customer Value Analysis

+ Service Quality Gaps

+ Building Customer Loyalty

+ Service Recovery Strategies

+ Service Blueprinting

+ Setting Customer-Defined Standards

+ Building a Cycle of Capability

+ Designing the Balanced Scorecard

+ Service Leadership

Hospitality Finance for Non-Finance Managers

An essential program that equips non-finance managers with knowledge  to interpret financial statements and tools to make effective business decisions. Modules include:

+ Understanding Financial Statements

+ Financial Ratio Analysis

+ Cost-Profit Volume Analysis

+ Internal Control

+ Operations Budgeting

+ Cash Budgeting & Management

+ Capital Budgeting

+ Feasibility Studies

Evaluating Training Effectiveness

We assist clients to measure the effectiveness of learning programs  using Kirkpatrick's 4 levels: evaluating (1) reaction (2) learning (3) behaviour & (4) results. The technique helps to promote training acceptance, achieve gains in knowledge & skills, and improve performance and bottom-line results.