Golden Service Standards for Driving Business Results

Welcome! We are delighted to announce that this training will be conducted by three distinguished trainers, each possessing extensive and exceptional experience in the hospitality industry. In this session, they will provide valuable insights on how to effectively apply the Golden Service Standards from the hospitality sector to your own industry.

Our goal is to equip the participants with the knowledge and skills to understand the principles of exceptional service, map the customer journey, foster a customer-centric culture, enhance communication, anticipate customer needs, and develop effective problem-solving and recovery strategies. You’ll learn how to implement personalized service approaches, leverage customer feedback for continuous improvement, and motivate your employees to delight your guests as a team.

• Store Managers
• Retail Supervisors
• Restaurant Managers
• Hospitality Managers
• Customer Service Managers
• Team Leaders in client-facing roles

PART 1- Customer Experience & Brand

Introduction to Golden Service Standards

• Define the Golden Service Standardsand its relevance to managerial roles (Manage-Self; Manage-Team; Manage-Customers).
• Discuss how exceptional service influences team performance and customer loyalty.
• Identify key principles of exceptional customer service specific to management.

The Customer Journey and Experience

• Map the customer journey relevant to other sectors such as retail, food & beverage, and hospitality.Analyze customer expectations at different stages of the journey.
• Identify key touchpoints where managers can influence customer experiences.
• Identify Your Unique Selling Points (USPs).
• Discuss techniques for enhancing customer experiences at critical touchpoints.

Effective Communication of Brand Essence and Promises

• Identify key communication skills necessary for managers in client-facing roles.
• Discuss the importance of brand essence and its influence on team communication.
• Explore verbal and non-verbal communication strategies that reflect brand values.
• Practice active listening techniques to better understand team and customer needs.
• Brand Experience: From Concept to Successful Deployment.

PART 2- Service Quality

Anticipating Customer Needs

• Understand the significance of anticipating customer needs in a managerial context.
• Discuss techniques for gathering insights into customer preferences.
• Explore how successful managers excel in anticipating customer needs.
• Identify proactive service delivery strategies tailored to retail and hospitality.
• Develop personalized service approaches based on customer data and feedback.
• Latest Trends in Customer Experience

Personalization in Service and Service-Level Agreement (SLA)

• Define personalization in the context of customer service from a managerial perspective.
• Discuss the benefits of personalized service in enhancing customer loyalty.
• Explore techniques for gathering and utilizing customer data to tailor experiences.
• Examine successful case studies of SLA to enhance service quality.
• Develop a plan for implementing personalization strategies in participants’ organizations.

PART 3- Service Recovery

Problem Solving and Conflict Resolution

• Identify common service challenges faced by managers in various industries.
• Discuss effective strategies for addressing and resolving customer complaints.
• Explore techniques for turning negative experiences into positive outcomes.
• Role-play conflict resolution scenarios to practice skills.
• Develop a service recovery plan for addressing future issues effectively.

Service Recovery Strategies

• What is “Design-For-Failure”?
• Discuss principles of effective service recovery strategies for managers.
• Explore case studies of successful service recovery initiated by leadership.
• Develop a framework for implementing service recovery initiatives.
• Role-play service recovery scenarios to practice effective response techniques.

The training program will employ a variety of teaching methodologies to ensure an engaging and effective learning experience, including :

• Case Studies
• Group Discussions
• Storytelling Sessions: Learning the art of storytelling to convey service excellence.
• Action Planning
• Insights from our distinguished guest speakers

14, 15 January 2025 7:00pm-10:00pm

HKMA Member: HK$2,850
Non-Member: HK$3,350
Group Discount: HK$200 less for each participant
For companies that nominate and make payments at the same time for two or more participants.
Service Industry Discount: HK$600 less for each participant
To support the service industry, a discount of $600 is oered to service industry practitioners.
(WhatsApp your Training Concierge at 5225 7721)
Group Discount and Service Industry Discount can be utilized together.

Cantonese; with training materials in English

The Hong Kong Management Association 3/F Tower 2, South Seas Centre, 75 Mody Road, Tsim Sha Tsui, Kowloon

Amos Choy

Amos has extensive experience in the hospitality industry, having progressed from a front-line hotel operations staff member to a management-level position. He began his career in a five-star hotel, where he developed a strong foundation in customer service and operational excellence. Eventually, he headed a major operations department, overseeing a large team and ensuring the provision of On-Brand services to the hotel guests. In this role, he was responsible for implementing strategies and actions that enhanced service quality and increased effciency, with solid financial results. Additionally, he gained significant training experience as one of the corporate-recognized certified trainers for a global hotel chain, where he focused on developing training programmes that improved staff performance and customer service standards.

He later began his academic career at Hong Kong Polytechnic University, where he developed courses and programmes related to the hospitality industry and management. His last role was as the associate head of a department serving over 10,000 full-time students and 70 full-time academic staff. His responsibilities included subject and programme planning, validation, and execution. Amos also contributed to various working groups focused on facility planning, medical services, and catering, leveraging his operational expertise to enhance the overall educational environment.

In addition to his academic experience, Amos has served as an external examiner for the Vocational Training Council for years and has led consultancy projects aimed at improving operational effciency in the hospitality industry. His hands-on experience in operations has equipped him with valuable insights into best practices and innovative solutions for enhancing performance.

Amos holds a degree in hospitality management and a master’s degree in business.

Ivy Leung

Ivy is one of the Hong Kong’s foremost Total Quality Management experts and People and Culture professionals, with achievements in spearheading organisational change and fostering business sustainability. She started her career in a public media organisation and hotel as an in-house trainer focusing on management and customer service training. Ivy has held leadership positions across diverse industries, spanning FinTech, hospitality, petrochemical, and luxury retail. She is instrumental in building a results-driven culture in alignment with the people and culture strategies.

Her expertise extended to spearheading diverse initiatives including organizational development for effective use of manpower, total quality management implementation, innovation system, HR structure reinvention like compensation and benefits for driving sales, insurance and taxation, talent management and succession planning, competency models and performance appraisal systems.

Apart from working experience, she is committed to promoting good management practices. Ivy has been appointed by the Hong Kong Government to be the Cross-Industry Training Advisory Committee Member in the Human Resources Management Sector of the Qualifications Framework (2017-Present).

Kenneth Wai

Kenneth is a well experienced veteran of the hospitality industry with over 38 years of expertise. His first professional qualification in Hospitality Management has laid the foundation for his illustrious career. Seeking specialization, he pursued a Master Degree in Human Resources Management. In his recent role as Assistant Vice President – Human Resources for the Shangri-La Group, Kenneth oversaw HR Governance and acted as an HR Business Partner for all General Managers’ and Resident Managers’ profiles.

Throughout his career, Kenneth has excelled in developing People Culture, ensuring corporate compliance, implementing HR framework, and driving employee engagement. He is passionate about enabling talent development and aspires to share his expertise with the community, reflecting his commitment to fostering sustainable growth in the industry.

Kenneth contributes to the field by serving on committees such as the Human Resources Development Committee of the Hong Kong Management Association and the Board of Examiners for the HKMA Award for Excellence in Training and Development. He promotes quality management practices as a member of the HK Total Quality Forum Steering Committee and spearheads industry remuneration benchmarking as the Head of Staffing Committee for the Hong Kong Hotels Association.

Kenneth’s vast experience, dedication, and contributions have earned him immense respect and recognition within the hospitality and human resources community.