Classes
E-Factor
This class explores Emotional Intelligence as a tool for managers who find that people's emotions are something to be reckoned with. In a conflict situation Emotion wins over Logic every time. Before we can start dealing with other's emotions, we need to take a good look at ourselves and our own emotions.
Attitude is a direct reflection of our own emotions but more importantly for a manager is how do and can we influence the attitudes of our employees.
Transition to Leadership
Being a supervisor is like moving to the front of the class, everyone around you is watching your moves and expecting the best. But it takes more than a promotion or a job title to be a great supervisor, it takes leadership.
In this class we explore the differences of stepping out of frontline employees shoes and into that of leadership. What do we have to watch out for? Why shouldn't we do that anymore? These are questions we help answer on your transition to leadership.
4 Functions of Management
There are four functions that must never be overlooked in any organization. Those who are responsible for the success of those functions are managers and supervisors. In this class we will look at what those functions are and how they apply to your organization.
The Hiring Process
If you have never hired your own staff before, it may feel like a big responsibility. It helps to be prepared. This class explores common tasks for which you may be responsible when you hire your own staff and we will look at ways in which you can find the right fit for your team.
Priority Management
The saying "time is of the essence" is very critical for you and your department's success. However although time management is important more effective is the management of your priorities. In this class we will focus on finding what is a priority for you and what is not.
CLASSIC Guest Service
As individuals we have certain expectations, which we often take for granted, but as service professionals we can never take our guests for granted. The desire to satisfy each guest is what we strive for by the pursuit of CLASSIC Guest Service. At the end of this program, participants will understand the business rationale and economics of delivering outstanding guest service. They will learn how to refine their dealings with internal and external customers and be alert to process improvements. Ultimately they will learn how to effectively meet and exceed guest expectations and achieve high levels of guest satisfaction.
Pillars of Excellence®
Excellence is not an accident: it is a habit. It becomes a predictable reality as all associates habitually behave toward guests and each other in a way that creates a total quality experience which causes guests to want to return and associates to want to remain. To achieve this reality requires individual and department accountability to consistently say and do the right thing - to every guest, every associate, every leader, every day. Developed in 1999, this guest service program was developed specifically for the Soaring Eagle property by its leadership staff. Since then, this showcase program has helped both new hires, as well as existing associates, speak the same language to meet and exceed internal and external guest service expectations.
Secret Shopping
Hiring a Secret Shopping Company is expensive, especially for small businesses. Ever wonder what they look for? In this class we can show you how to create a systematic survey that can be used to assess the customer service abilities of your business so you can focus in on what you need to improve. We cover front line employee interaction, phone interaction, and the message you want your people to use.
Driven
We challenge these three following thoughts, 1) Money is the primary motivator for employees. 2) People stay loyal when their satisfied. 3) Investors are exclusively focused on financial returns on investment. We believe all people have something that motivates them in life and it's not money. People are driven to find something meaningful in life and wouldn't that be great if it was their work? In this class we explore what drives us as individuals.