Difficult Conversations in the Workplace

SGS has designed this eLearning course to empower professionals with the knowledge and practical introduction to ISO/IEC 27001:2022.

This interactive program equips frontline staff and new supervisors with the essential skills to consistently deliver exceptional guest experiences. Participants will explore the complete guest journey, from pre-arrival to post-stay, and learn how to anticipate needs, personalize interactions, and exceed expectations at every touchpoint. The course covers professional communication, proactive service techniques, and the direct impact of service quality on guest loyalty and revenue. Through practical role‑play and real‑world scenarios, attendees will gain the confidence to handle diverse guest profiles with warmth and professionalism.Contents:● The Hospitality Mindset    o    The service-profit chain: how guest satisfaction drives revenue, reviews, and repeat stays    o    Understanding hotel brand standards and service culture    o    Personal presentation standards: grooming, uniform, and professional appearance● The Guest Journey    o    Mapping the five stages: pre-arrival, arrival, in-stay, departure, and post-stay    o    Identifying service standards and key touchpoints at each stage    o    Recognizing different guest profiles and their unique expectations● Proactive Service & First Impressions   o    The power of first impressions: verbal and non-verbal communication   o    Active listening and empathy in guest interactions   o    Anticipating guest needs before they are expressed   o    Upselling and cross-selling techniques that feel natural and value-driven●    Action Planning & Wrap-up

Agenda: Collaborative innovation management with key stakeholders10 common metrics for innovation5 Steps: from innovative ideas to productsKey factors in transforming innovative products into profitMotivating stakeholders into practicing the innovation projectFundamental principles and understanding of innovation management systems (ISO 56002:2019)Guest speakers: Colin Shek Project Manager, Business Assurance of SGS Hong Kong LimitedAn experienced project manager in property development, covering the development cycle from value proposition to design concept realization. He had conducted over 3,000 training hours of both in-house and public training workshops, covering a wide range of industries. He is also responsible for developing and managing projects to promote business growth in the area of Quality, Environmental and Occupational Health & Safety as well as Construction related areas.David ChungGroup Managing Partner of InnoEdge ConsultingA distinguished consultant with over two decades of extensive expertise in design thinking, digital business transformations. His commitment to fostering innovation is further exemplified in his facilitation of over 550 training classes and 100 innovation projects in Hong Kong and Mainland China.研討會內容︰與主要持份者協作創新管理10個常用量度創新指標從創新思維到產品的五個步驟將創新產品轉化為利潤的關鍵因素如何推動不同持份者積極參與創新項目了解創新管理體系（ISO 56002:2019）的基本原則講者 ︰石宏喬先生（Colin Shek）香港通用檢測認證有限公司（SGS）管理與保證部項目經理Colin 在建築相關領域擁有豐富經驗，擔任從價值定位到設計概念實踐的整個開發周期。 具有超過3,000小時及各行業的內部和面授培訓及有關工作坊經驗，並且負責開發和管理相關品質、環境、職業健康與安全及建築相關領域業務。鍾大為先生（David Chung）InnoEdge 主理合夥人David是一位專業顧問及講師經驗，擁有超過二十年的設計思維，數位業務轉型。他致力推動創新，在香港及中國國內舉辦超過550個培訓班及100個創新專案。