Effective Leadership Communication Skills 
 

• The workshop is very practical and down to earth, and free of the common theoretical analysis of communication. The topics deal with many of the common communication problems that hotels often experience. The content will, of course, be tailored to your particular needs.
• The workshop explains what effective leadership communication is, why it is essential, and how to practise it.
• The participants will make an action plan to implement improvements in their manner of leadership communication.
• The content is spiced up with meaningful songs, music, and stories in order to encourage change through the heart of the participants.

Main Topics

• What effective leadership communication is, and how it is delivered.
• How and why effective leadership communication is more than talk:
• Why a hotel environment needs an abundance of leadership messages.
• Examples of what leaders should be communicating to their employees, when, and how.
• The benefits of effective leadership communication.
• Why effective communication is the backbone of leadership.
• Reasons why communication in a hotel is often poor.
• Consequences of poor leadership communication.
• Characteristics and habits of effective communicators.
• The impact of leadership communication on a hotel’s culture.
• A comparison of an organization where the leadership communication is effective with one where it is not.
• How leadership communication can be practised to reinforce more effectively the organisational culture and values, and why it should.
• The importance of effective body language, and how to practise it.
• A comparison of ineffective and effective listening styles.
• How to conduct an effective briefing as an example of effective leadership communication.
• How to plan one’s day so that one is communicating the vision and goals in the daily activities.
• How to apply the ideas in the workshop in order to improve one's own leadership communication.

Duration

• 2 days.

Participants

• Senior Managers and Team Leaders.
  
  

Inspirational Leadership for Creating a Truly Memorable
Guest Experience

Overview

• This workshop was created to support the process of creating a hotel guest experience that is based on the service concept of creating truly memorable experiences (CTME) and strong in the core spiritual values of customer service, i.e. love, care, warmth, empathy, intuition, creativity, and mystery.
• The workshop aims to encourage the leaders to take a more daring approach to their role as leaders than is normal in the hotel industry. They will learn about the importance of inspirational leadership and how to be an inspirational leader.
• This is not a general kind of leadership skills workshop. It addresses the typical weaknesses of Team Leaders and Department Heads, including the important leadership actions and activities that they often do not carry out. This workshop addresses those weaknesses and needs.
• The 35 points are what Leaders should be doing in order to be effective as leaders; to support the hotel’s vision; to be inspiring; to adapt to the changing times; and to increase revenue. It’s a nuts and bolts kind of leadership workshop for hotel leaders - 100% practical and down to earth, meeting the daily needs of the operation; and there’s nothing theoretical about it. If they practice the points continuously, they will have a major impact on the hotel operation.
• The participants will discuss what each of the 35 points means; why it is important to their work as leaders; and how to put it into practice. As the focus of the workshop is practical, there will be many role plays to practise the points.
• The workshop usually opens the eyes of the participants to a world of leadership actions that they did not realize they should be doing or which they did not know how to do well, but which are essential to creating a guest experience based on CTME.
• The workshop includes a lot of stories, songs, and messages / short articles to inspire the participants to want to raise themselves to a higher level of leadership.

Duration

• 2 days.

Participants

• Senior Managers and Team Leaders.

How to Hold an Effective Briefing
  
Overview

• The importance of conducting an effective daily briefing is often overlooked in hotels, and commonly it is a dull affair in which the team leader speaks and gives information while the team sits and listens.
• This workshop shows the team leaders how to conduct a briefing that will not only provide information and guide the employees, but also energise and inspire them.
• The workshop will help teams develop customer service at the level of Creating Truly Memorable Experiences where the focus is on service that is strong in love, care, warmth, empathy, intuition, creativity, and mystery.

Main Topics

• The main objectives of a daily briefing.
• The importance of conducting an effective briefing, and the consequences of not doing so.
• 15 important topics for effective briefings.
• Different kinds of briefing activities to make the briefing more productive, interesting, and inspiring.
• How to use the briefing to help the team to achieve the hotel’s vision, and especially to develop customer service at the level of Creating Truly Memorable Experiences where the focus is on service that is strong in love, care, warmth, empathy, intuition, creativity, and mystery.
• How to inspire the team members during a briefing.
• A briefing preparation form.
• How to use music, songs, and stories in a briefing to inspire the employees to want to practise the contents of the vision statement.

Duration

• Half a day or 1 day.
  

Senior Management Workshop to Create
the Hotel’s Mission and Vision
 
Overview

• This workshop helps both the pre-opening senior management team to create the mission and vision for a new property; and also the senior management team of an operating hotel to review or recreate its mission and vision.
• The workshop helps to create a shared understanding of:
• the guest experience that the senior management wants to create;
• what each core value in the vision will look like in practice;
• each leader’s and team member’s role in achieving the vision;
• the critical success factors;
• how to communicate and give life to the vision.
• The mission and vision will be written in such a way as to make it easy to turn them into an organisational development plan.
• Guidance will also be provided on how to create a shared vision amongst all the employees once the senior managers have created the vision.

Duration

• 2 days.

Participants

• Senior Managers.

Workshop to Improve a Hotel’s Organisational Effectiveness
 
Overview

• This workshop helps a hotel to discover why it is not achieving its goals, and to decide what changes are needed.
• The workshop clarifies and the needs of all the stakeholders, and examines the results being achieved in relation to the needs of the stakeholders in order to define the gaps. This will enable the senior managers to understand why the current results are being produced, and also to make an action plan to (re)align the hotel with its mission and vision.
• In short, all organisations are perfectly aligned to get the results they get. If the hotel’s results are not as one hopes, this may stem from the alignment and balance of the mission, vision, strategy, processes, systems, paradigms, and culture as this alignment causes each result.
• To make a lasting improvement in results, one must first understand how these key elements are interacting to produce the current results. The workshop will enable the hotel to improve the balance of the elements significantly and align them much better with the hotel’s vision.

Main Topics

• Identification of the customer and other stakeholder needs.
• An analysis of the results that the hotel is getting.
• Identifying the work behaviours that are producing the results.
• An analysis of the organisation’s cultural behaviours.
• A discussion of the changes that need to be made to the core processes and systems.
• The underlying paradigms of the employees.
• An analysis of the existing strategy, mission, vision, values, and guiding principles.
• An action plan for change.

A possible follow-up workshop would continue this process with the following objectives:

• To analyse the existing strategy, mission, vision, and core values.
• To redesign the mission, vision, and core values in accordance with the changing needs.
• To analyse the alignment of the current strategy with the customer and other stakeholder needs, and note areas of congruence and inconsistency.
• To redesign the strategy so that it is congruent with the mission, vision, core values, and stakeholder needs.
• To make an action plan to implement the changes.

Duration

• Two days.

Participants

• Senior Managers.

Senior Management Workshop to Turn a Hotel’s Mission and Vision into an Organisational Development Strategy

Overview

• The workshop serves to create an organizational development plan that will align the hotel’s entire internal organisation with the vision so that the hotel is better able to achieve the goals in the vision.
• In an operating hotel the senior managers will look at the existing systems, policies, procedures, processes, leadership style, structure, etc., to see how well they are aligned with and support the vision. They will make a plan how to adjust them so that they support much better the process of trying to achieve the vision.
• In a new property the senior managers will make a plan that states what the systems, policies, procedures, processes, leadership style, structure, etc., should be like so that the hotel’s internal organization is aligned with the vision.

Main Content

Duration

• 1-2 days.

Participants

• Senior Managers.