Foundations of Hotel Service Excellence

•Understand the value of Agile to business and operational performance•Gain knowledge and process of the Agile Scrum Method•Learn the methods and skills to integrate Scrum techniques into daily operations and projects execution•Acquire proven methods to lead manufacturing and industrial transformation•Shift from the traditional management principles to an agile approach•Identify the skills to collaborate, hold accountability, and deliver result through work teams•Acquire the methods and tools to transform to Business AgilityCOURSE OUTLINE• VUCA Business Environment• Technological Disruptive Applications• What is Agile and Business Agility• Agile Manifesto and Principles• Domains of Business Agility• The Benefits and Barriers to Business Agility• Linking Business Agility to Strategy• Agile Shift is a Management ShiftMindset ShiftWork ShiftBusiness ShiftLeadership ShiftOrganizational ShiftCulture Shift• Agile Business Transformation • Product DevelopmentManufacturingCustomer ExperienceSupply Chain ManagementInternal Functions• Tools: Customer Journey, OKR (Objectives and Key Results), Scrum, Kanban, Value Stream Mapping, Design Thinking, Swarming• Planning for a Transformation JourneyPROFESSIONAL TRAINERDr. Mui is the Transformation Practice Lead and CEO of the InfoWorks Institute. His expertise is in Change Management and Transformation. An Agile PeopleOps Coach and a Certified Scrum Master, David leads the Business Agility and Agile HR development in Asia.He has more than 30 years of business, consulting, human capital, and leadership coaching experience gained from international companies and consulting firms with a global presence. He had led and managed many mergers and acquisitions, strategic alignment, business transformation projects in the APAC and the US. Besides, he is a researcher at the Business Agility Institute.ORDr. Tai is the Management Development Practice Lead at the InfoWorks Institute, who has more than 20 years of leadership experience in the Hospitality Industry and Customer Service Management. A Certified PeopleOps Scrum Master and a Certified Professional Coach, he consults organization to develop Agile teams.He consults companies and NGOs active in developing effective teams and leadership development. Besides, he is a faculty member of the University of Sunderland and other local higher education institutes.CERTIFICATION (Attendance: 100%)Delegates who successfully completed the course will be issued a certificate by SGS Hong Kong Limited.GENERAL INFORMATIONVenue: T.S.T. / Wan Chai / Sheung Wan Training Centre / HKSTP/ TBCMedium: Cantonese supplemented with English materials*Early Bird Price will be offered to participant whose enrolment is made one month prior to the course or online booking

Training Coupon – HKD 500 Value (Pay Only HKD 400)Purchase this HKD 500 training coupon for just HKD 400 and enjoy access to our premium training programs.Perfect for upgrading your skills, attending workshops, or exploring new learning opportunities.Key Benefits✅ Save 20% instantly on training fees✅ Flexible usage across selected courses✅ Valid for 6 months from purchase dateHow to Purchase?1. Create an account and add the coupon to your cart for checkout.2. An invoice will be provided after purchase.3. The SGS Academy team will contact you and send the e-coupon within 3 working days.How to Use the Coupon?Contact the SGS Academy team by email HK.Academy.Admin@sgs.com with your selected course and class dates.Special denomination gift vouchers are also available!For inquiries, please contact us by email: HK.Academy.Admin@sgs.com or by phone +852 2765 3530.

This practical course strengthens verbal, non‑verbal, and digital communication skills essential for creating warm, memorable guest interactions. Participants will master active listening, empathy, and questioning techniques to better understand and respond to guest needs. The program addresses cross‑cultural communication, professional telephone and email etiquette, and how to project confidence and approachability in every encounter. Through guided role‑plays and real‑life scenarios, attendees will practice handling inquiries, delivering clear information, and building rapport with diverse international guests.Contents:● Fundamentals of Hospitality Communication      o The communication model      o Verbal communication: tone, pace, and choice of words      o Non-verbal communication: body language, eye contact, and facial expressions      o Creating psychological safety and warmth in every guest interaction● Active Listening & Empathy      o Techniques: paraphrasing, clarifying questions, and reflective responses      o Empathy: understanding the guest's perspective      o Dealing with guest emotions while remaining professional● Cross-Cultural & Digital Communication      o Understanding cultural differences in communication styles and expectations      o Strategies for overcoming language barriers      o Professional telephone etiquette: greeting, transferring, and closing calls      o Email and chat communication: tone, clarity, and response time● Practical Application & Role-Plays● Action Planning & Wrap-up