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.
Opportunity 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.
You know when it comes to your Frontline Team, consistency is the key to service excellence...
It's all about finding the right people
Retaining the right people
Creating loyalty in both team and guests
Let me know if this sounds familiar...
Your dream is to have a happy team of employees all working together for the benefit of members and guests. Creating a community of loyal guests.
A team that provides excellent service that changes the experience from ordinary to extraordinary.
You need to feel confident in your team delivering the vision through their actions and behaviours.
Becoming a workplace of choice and a leader in the industry.
Frontline Training Workshops
These workshops will provide your frontline with tools and resources to become an engaged and enthusiastic team.
Your Frontline Team will learn;
Managing guest expectations
Reinforcement of desired organisational culture and guest experience outcomes
Resilience in handling service recovery
Discovering the zone of exceptional guest experiences in a fast paced world
Providing service in a multi-generational workplace
Imagine how it would feel to...
Deliver an experience, rupturing widely held industry stereotypes and differentiating you from the industry.
Create a workforce that demonstrates desired behaviours on a consistent basis.
Have a team that are cohesive and purposeful, delivering the vision.
All Frontline Training workshops are delivered in person and onsite at your venue. Delivered by me, sharing real life scenarios, bringing life to research data, sharing my knowledge and expertise that I have gathered after 29 years serving the hospitality industry.
Hi there, I'm Michelle Pascoe...
Since 1994 I have had the privilege of working with so many wonderful people in the hospitality industry through my company OOPS. I am passionate about individuals reaching their full potential and working with those who have aspirations for career growth.
I am an authority in the hospitality industry with extensive knowledge and experience, weaving my stories through all of my programs.
Delivered onsite at venues across Australia and New Zealand, my values based training is designed to connect the head and the heart of the guest and the team member. Through this connection, your frontline team is inspired to deliver excellent service and create memorable experiences for your guests, thus sharing the vision of Management and the Board.
I act and work with the highest integrity. My focus is on helping my clients achieve exceptional standards, whilst engaging and inspiring individuals on the frontline.