A two-day Spirit of Hospitality Masters Class was designed specifically for senior managers and supervisors at the Putahracsa Resort, Hua Hin by Dr Scott Smith from Assumption University Thailand’s Department of Hospitality and Tourism Management.
Dr Scott created and facilitated this Spirit of Hospitality project, beginning with a surprise visit to the resort as a mystery guest. Using traditional and non-traditional key performance indicators (KPI) that relate specifically to five-star hotels, a service audit was prepared and the information gathered was presented during the seminar.
“This Spirit of Hospitality Masters Class was different,” Dr Scott explains, “Having the MD and GM participate fully in this workshop was fantastic and created a team dynamic that was committed to taking service at this prestigious resort to the next level. What words do you use to describe this type of service? What is beyond ‘outstanding’? The common service language workshop addressed this topic and began to align leadership goals.” Richard Mehr, General Manager began the workshop with an inspiring lecture regarding the proud tradition of excellent service at the Putahracsa Resort, reminding staff, “It’s all about details; the little things make a world of difference.”
A series of workshops over the two days covered topics such as identifying and exceeding guest expectations and creating new KPI’s. A leadership dialogue and activity explored the differences between management and leadership skill sets. Time was dedicated to redefining the resort’s mission, vision and values with the full participation of the owner, general manager and supervisors to describe their organisational values.
The mapping of perception points throughout the guest experience helped to identify opportunities to create positive memory making moments. Dr Scott Michael Smith is a Member of SKAL International with Richard Mehr as President of the SKAL International Hua Hin & Cha Am Chapter. insights.ehotelier.com