In 2013 Paul Hickey was commissioned by the International Business School at Vilnius University to design and deliver a 3-day development programme for 40 managers of hospitality, tourism and leisure businesses from across Lithuania.
The delegates came from a range of sectors including hotels, restaurants, meetings and events, travel companies and tour operators.
The programme was innovative, challenging and focused on international best practice – and filled with practical ideas, tips and techniques which the participants could take away and implement successfully back at work.
Delivered over 3 days, the course included :
Day 1 Train and Develop Your Team
- Group training and presentation skills – what makes a great trainer, understanding how people learn, structuring training sessions and presentations, writing instructional objectives, effective question technique, using syndicate exercises and managing learning in groups.
Day 2 Delivering Great Customer Service
- Devising a plan for managing great service, seeing the effects of poor service, the link with the business bottom line, understanding the service journey, the language of hospitality, managing complaints, the 5 levels of customer satisfaction, ensuring your business is customer focused.
Day 3 Improving Productivity and Performance
- Improving productivity in a tourism business – the drivers of productivity, managing teams and performance, leadership skills and techniques, giving and receiving feedback, listening skills, resolving conflicts, time management, target setting and action planning.
Partner Review: Read Vilnius University’s IBS review of Tourism Growth