THE VIP – FRONTLINE & LEADERSHIP PROGRAMS
The role of the Duty Manager / Supervisor / Team Leader is one that requires confidence in one-self to move from being a “worker” to one who leads and manages floor staff, who were once their peers. This is not always an easy task for many as they become typically involved in a downward spiral of “doing” and not delegating or overseeing.
This program looks at their personal skills in dealing with team members, senior management and guests. It allows them the opportunity to commence to discover their true potential and start/continue on the path of the Leader/Manager they really want to be, by focusing on their Self Image; mastering their emotions and releasing their full potential benefiting not only themselves, the team they lead, the venue and of course the guests.
Identifying program participants within your organisation should not only rely on those already holding these positions but those team members who show “real” potential. By offering this VIP Leadership Team Development program to those not already in the role will create an opportunity for you to view how they respond, engage and react to the various areas covered throughout the program and perhaps a pathway on their journey to a leadership role within the organisation.
As an Accredited Trainer in Extended Disc Profiling Michelle includes individual Behavioural Profiling and Team Profiling assessments.
The over-riding objective is to make every team member more valuable and productive and by incorporating this methodology it provides Leaders with an understanding of how their leadership style impacts on their environment, team members and job performance.
To make a real difference individual excellence must be supported up and down the chain of management and backed up by systems of communication and organisation that really work.
For your frontline team to perform to their full potential that must be led by a strong manager who leads by example, who is fair, communicates the goals of the team, considerate, trustworthy, says what they are going to do, respectful and inclusive.
Through assessment in consultation with management Michelle designs specialist training to promote excellence at all levels in your venue. Her company Optimum Operating Procedures and Services (OOPS) has been providing Market Research and Training services since 1994 to the Hospitality Industry and is well recognised and respected. This research can be a useful addition to assess what training needs to address.
This is not certification training, it’s results training, because we believe it’s all about the results not the certificates on the wall.
To learn more about the VIP FRONTLINE CUSTOMER SERVICE workshops and the VIP LEADERSHIP TEAM DEVELOPMENT program please contact Michelle by email
firstname.lastname@example.org or phone +61 0407227025.