The most important asset of all hospitality focused businesses is their guests-(sometimes referred to as clients/customers).  The cost to attract them is pricey.  Therefore, losing them through ignorance is painful.  

Mismanagement of guests is usually triggered by a number of issues such as:

• An employee arriving to work- totally distracted by disturbing personal situations that occurred and or occurring
• Management criticizing employee negative performances at pre-shift from the day before; adding upon their already disturbed emotions
• Employees not having clarity of Company's vision, core values and culture
• Employees not feeling appreciated
• No effective on-boarding guest training was done. 

Therefore, SMI sees the critical challenge and need to equip and empower guest service personnel to exceed their guests' expectation.

We offer a series of guest service training for employee on-boarding and refresher/up level workshops for seasoned personnel.

Our program is presented in 4 hour modules per series- customized for individual industries- their leadership and guest management teams.

Our 4 hour Leadership workshop series covers:

• Being clear on your company's vision, mission, core values, culture and the big WHY your business exist.
• Understand the nuances that make a company sizzle
• Understand what it takes to work on your business and not in your business
• How to effectively inspire, motivate and manage staff so that they exceed guest/customer service.
• Creating or up leveling Company's strategic operational plan.

Our 4 hour staff equipping workshop series covers:

• Understanding the vision, mission, core values, culture and the big WHY your business exist.
• Understanding your personal WHY you choose your line of work and Company.
• Learning the key know-hows of delivering beyond expectation guest/customer service.
• How to be thoughtful to co-workers thus inspiring and motivating each other at work. 

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