Training & Development
The key to organisational success
OOPS is an established training and development company that has serviced the needs of the Registered Club industry for over two decades.
Firmly committed to the positive organisational culture and customer service excellence principal Michelle Pascoe has both developed and delivered in the development and delivery of customised training programs.
In an environment where the creation of a culture focussed on the pursuit of excellence is central to your operation it is incumbent to invest in training and development.
Opportunities for professional growth is increasingly a driver to employee recruitment and retention, as is particularly evidenced in the millennials who are always looking for ways to improve their skills and knowledge.
In developing and / or reviewing your training and development program consider the foundation OOPS offers, all our programs are capable of desired customisation.
Training Programs
This workshop can be delivered in 3 ways depending on your needs;
1 x 6 hour session
2 x 3 hours sessions
or
1 x 3 hour session
The program includes;
- Managing patron expectations
- Relationship building principles
- Creating an interactive welcoming experience
- 6 steps to enhanced service excellence
- Knowledge of the pre-eminent position of “first impressions”
- Service recover – handling patron complaints effectively, providing a solution
The outcomes of this training:
- Reinforce desired organisational culture
- Improved productivity from frontline team members
- Engaged frontline team members
- Enhanced ability to resolve service problems
A 3 day intensive program for your current leadership team and potential leader aspirants.
The program includes;
- Stepping up from buddy to boss
- Defining your leadership style – DISC Behavioural Profiling
- Dealing with conflict resolution
- Developing non-negotiable service standards
The outcomes of this training;
- Understanding the impacts of differing leadership styles
- Conscious commitment - working together as a united leadership team
- How to connect and grow your teams’ potential
A 3 hour workshop with your hand-picked gaming team.
The program includes;
- Understanding the VIP profile
- First and lasting impressions
- Techniques in developing rapport with your VIP’s
- Creating a VIP experience through service
- Understanding the importance of privacy and discretion
Building communication channels with management
The outcomes of this training:
- Comprehensive knowledge of VIP’s desires / demands
- A “toolkit” to assist VIP’s with their unique needs
- Reinforcement of values including: the importance of not making personal judgements
A 3 hour workshop with your key frontline team.
The program includes;
- Knowledge of the pre-eminent position of “first impressions”
- The impact and importance of personal image and grooming
- Creating an interactive and informative welcoming experience
- Making the farewell a great lasting impression
- Understanding membership benefits – promoting membership
- How to assist with patron enquiries and concerns on the telephone and in the venue
The outcomes of this training;
- Reinforcement of desired organisational culture
- Understanding of importance of first and last impressions
- Comprehensive knowledge of “selling” the venue
A 3 hour workshop for team members in catering areas.
The program includes;
- Creating a 5 star dining experience – knowledge and welcoming
- Working together as a team ensuring a positive dining experience
- The importance of communication in linking back and front of house
- Understanding the opportunities for all to celebrate a career path
- Clearer understanding of all roles
The outcomes of this training:
- Reinforcement of desired organisational culture and customer service outcomes
- Enhanced skills to deal with diverse circumstances
- Improved teamwork
A 3 hour workshop for reception and instructors.
The program includes;
- Techniques for coping with a busy service area
- Establishing rapport
- Understanding the diverse drivers of attendees
- Providing membership options
- Dealing with disappointment, frustration and extremes of self-image
- The importance of presentation and image
The outcomes of this training;
- Detailed understanding of attendance drivers
- Enhanced ability to clinch the sale
- Understanding of importance of first and last impressions
A 3 hour workshop for those in administration and in the classroom.
The program includes;
- Bringing your best self to work
- Importance of first and last impressions
- Conscious commitment to team work
- Encouraging a respectful and caring workplace
- The qualities of a memorable day and goal of it being the norm
- Knowledge and application of discretion
The outcomes of this training:
- Detailed understanding of techniques of building morale and team dynamics
- Reinforcement of roles and relationship with management
- Skills to better manage a multi dimensional workplace
A 2 hour workshop for those in management presenting in the Boardroom and other events.
The program includes;
- 3 keys to the perfect professional presentation
- Breathing techniques – settling the nerves
- Projection of voice
- Body language on the stage
- Handling technical equipment
The outcomes of this training;
- Enhanced confidence in presenting
- Ensuring clarity in presentation
- Ability to captivate the audience
"Michelle's willingness and ability to customise reports so they are really specific to our service delivery standards make her services truly outstanding ... Timely reports enable us to action feedback from those visits giving praise and flagging what could be improved."
Annette
HR Manager Mounties Group
"Your flexibility on and off stage as well as prior to the event just made the day so much easier for us as event organisers..... It's not easy to connect with and keep interested 150 high school students, but you did by weaving your personal stories and humour throughout the day."
Renee
Community Development Officer Crime Prevention, Bankstown City Council
"It was an absolute delight to have Michelle Pascoe speak to at our Inspiring Women event. Michelle gave our business owners great insights into the different age demographics and their customer experience expectations. Highly recommend! Thank you so much!"
Sue Heins
Inspiring Women
"The feedback on the content and delivery from our members was very good. I took away some effective key points which I will be presenting to my team. Definitely a very thought provoking presentation."
Shaun
President The Greater Narellan Chamber of Commerce & Pereira Realty Group
"An incredibly fickle and judgemental industry, hospitality audiences can be hard to win over but Michelle’s very distinctive approach of identifying through personal experience as a business owner, her fantastic manner of story telling to give relevant examples and very humanistic approach to presenting was well received."
TASTE
Restaurant Association
"Michelle has a passion for customer service and a gift for growing people. She has a broad vision and an eye for detail ...... She is accessible, efficient and people just love her and working with her."
