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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

Course concept:•    Service enhancement•    Effective upselling•    Personal achievementContents:•    30 seconds service enhancement•    Positive ways to upselling with concept of internal marketing•    Personal selling achievement•    Identify customers’ needs and wants•    Applications of FAB and NABC selling techniques•    Selling and presentation skills practice

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

The purpose of this course is to provide learners who work in the cold chain supply, distribution or retail sector with the advancement of skills and knowledge required to implement, maintain and continually improve a Cold Chain Management System (CCMS), based on the requirements of ISO 45001:2018COURSE CONTENT                                                                                               An overview of cold chain management systems and how they relate to the cold chain sector.Context of the organisation & stakeholders.Leadership and commitmentPlanningSupportOperationContinual improvementCold chain breaches protocol

This programme is one of the Eligible Programmes under the Pilot Green and Sustainable Finance Capacity Building Support SchemeProgramme Provider Identification Code: PP-QQJ932Programme Identification Code: GTP-801231The total amount of reimbursement for each applicant under the Scheme is subject to a ceiling of HK$10,000. Applicants are eligible for claiming up to 80% of the reimbursable fees of the Eligible Programme. Applicants who are full-time students in relevant disciplines during the whole period of the Eligible Programme (i.e. from the enrolment date to the completion date of the Eligible Programme, both dates inclusive) are eligible for claiming up to 100% of the reimbursable fees.Reimbursement CalculatorCOURSE OUTLINE(18 teaching hours plus 40 min. exam with practical workshops and role play):1. International ESG trend and reporting frameworks - What is ESG? ESG drivers and audience; Importance of ESG disclosure; Various international reporting frameworks: GRI, TCFD, SASB etc; HKEx ESG Reporting Guide2. Preparation for ESG reporting - Identifying material ESG aspects; Identifying reporting boundary; Engaging stakeholders; Conducting materiality assessment; Conducting ESG risk assessment3. Compilation of ESG report per HKEX requirements - How to collect data for ESG report? How to accurately review ESG data? How to develop report framework to include more sustainability? 4. ESG consideration for financing environmental or sustainability projects - Definition of Green Finance & Sustainable Finance, Green financing and its trend; Enhancing credibility of green debt instrument; Setting up Green Finance Framework according to international standard; Accessing green finance-related information5. ESG performance assessment - Assessment of ESG performance; Setting target for ESG improvement; Preparing for independent ESG report verification6. Elementary GHG emissions accounting - Common carbon emissions source introduction; Calculation of general carbon emissions source; Carbon management and carbon reduction practice; Introduction of carbon audit7. MC Exam (30 questions)TUTORMore than 6 years of ESG experiences, including assessment, stakeholder engagement and reporting, training experiences, covering various industries like real estate development, retail & manufacturing and sustainability project management experiencesCERTIFICATION  (Attendance 100%)Delegates who successfully completed the course will be issued a Certificate by SGS HK Ltd.GENERAL INFORMATIONVenue: T.S.T. / Wan Chai/ TBCMedium: Cantonese(supplemented with English materials)*Discount will be offered to SGS certified clients, all enrolment made one month prior to the course or online booking

The ISO 55001 Transition training course enables participants to thoroughly understand the differences between ISO 55001:2014 and ISO 55001:2024.The PECB ISO 55001 Transition training course provides a comprehensive overview of the key updates in the new version of ISO 55001, which was published in July 2024, ten years after the first edition. These updates introduce a number of minor changes that organizations certified to or aligned with ISO 55001 should be aware of. While the core structure and framework of the standard remain largely the same, the revisions highlight emerging trends and areas for improvement in asset management systems (AMS).The training course focuses on introducing several key updates, including a stronger focus on sustainability and climate change, and updates on life cycle management, ensuring a more comprehensive approach to asset performance. Additionally, the course elaborates the changes made to the terminology, refined requirements around leadership and planning, and the improved alignment of ISO 55001 with related ISO management system standards.Upon completing the training course, you will be eligible to sit for the exam. If you successfully pass the exam, you can apply for the “PECB Certified ISO 55001:2024 Transition” credential. This internationally recognized certificate demonstrates that you possess the knowledge and professional capabilities to transition and update an AMS in line with the revised ISO 55001:2024 requirements.CertificationAfter successfully passing the exam, you can apply for the following credential with PECB. You will receive the certificate once you comply with all the requirements related to your selected credential.PECB Certified ISO 55001:2024 TransitionEnrolment informationBy enrolling on this course you agree to your personal information being passed to PECB.Learners enrolling onto this course will receive an email from PECB to set up your Learner Account, course registration, access to the course materials and final exam.If you have not received this information within 5 working days please contact Global.PECB.Training@sgs.comGeneral informationPECB will provide training material of over 120 pages of information and practical examples.Learners may reach out to PECB to request the Attestation of Course Completion as proof of taking the course, this can be requested before taking the exam or after and is worth 7 CPD (Continuing Professional Development) credits.In case of exam failure, the candidate can retake the exam once for free within 12 months of the initial exam date.PrerequisitesThere are no prerequisites to participate in this training course.The fee for this course covers:Course Materials (for lifetime, please note that updated course materials are not included)First ExamOne resit exam (if required)PECB Certification FeeFirst Year PECB Annual Maintenance Fee (AMF) (AMF is not applicable for Foundation, Provisional and Transition Certification)

Cybersecurity threats targeting IACS are increasing in sophistication, scale, and impact. The most effective defense againstthese risks is the systematic implementation and management of industrial cybersecurity controls and best practices. In today’senvironment, strong IACS security is also a core expectation of regulators, customers, and other stakeholders.This training course is designed to prepare participants to implement and manage an IACS security program based on theISA/IEC 62443 series of standards. It provides a comprehensive understanding of the best practices, processes, and life cyclemanagement principles required to establish, maintain, and continually improve an organization’s industrial cybersecurityposture.After attending the training course, you can take the exam. If you successfully pass it, you can apply for the “PECB Certified ISA/IEC 62443 Lead Implementer” credential, which demonstrates your ability and practical knowledge to implement and managean IACS security program based on the requirements of the ISA/IEC 62443 standards.CertificationAfter successfully passing the exam, you can apply for one of the following credentials shown. You will receive a certificate once you comply with all the requirements related to the selected credential. ISA/IEC 62443 Provisional ImplementerISA/IEC 62443 ImplementerISA/IEC 62443 Lead ImplementerISA/IEC 62443 Senior Lead ImplementerEnrolment informationBy enrolling on this course you agree to your personal information being passed to PECB.Learners enrolling onto this course will receive an email from PECB to set up your Learner Account, course registration, access to the course materials and final exam.If you have not received this information within 5 working days please contact Global.PECB.Training@sgs.comGeneral informationPECB will provide over 400 pages of instructional materials containing explanations, guidance, and practical examples. Learners may reach out to PECB to request the Attestation of Course Completion as proof of taking the course, this can be requested before taking the exam or after and is worth 16 CPD (Continuing Professional Development) credits.In case of exam failure, the candidate can retake the exam once for free within 12 months following the initial exam date.PrerequisitesThe main requirement for participating in this training course is having a general knowledge of the IACS concepts and ISA/IEC 62443.The fee for this course covers:Course Materials (for lifetime, please note that updated course materials are not included)First ExamOne resit exam (if required)PECB Certification FeeFirst Year PECB Annual Maintenance Fee (AMF) (AMF is not applicable for Foundation, Provisional and Transition Certification)

As the world is moving faster than ever, technological developments have rapidly evolved and are redefining, among others, the way we live, learn, and teach. This expansive nature of the internet and technology demands new ways of adapting to this new virtual environment for all of us. This new world has given birth to a new form of studying that is both efficient and of global reach: eLearning.ISO/IEC 42001 Foundation training allows you to learn the basic elements to implement and manage an Artificial Intelligence Management System as specified in ISO/IEC 42001. You will be able to understand the different modules of AIMS, including context understanding, policy establishment, risk management planning, support, operation, performance evaluation, emphasizing the importance of internal audits, management reviews, and continual improvementCertificationAfter successfully passing the exam, you can apply for one of the following credentials with PECB. You will receive the certificate once you comply with all the requirements related to your selected credential.PECB Certificate Holder in ISO/IEC 42001 FoundationEnrolment informationBy enrolling on this course you agree to your personal information being passed to PECB.Learners enrolling onto this course will receive an email from PECB to set up your Learner Account, course registration, access to the course materials and final exam.If you have not received this information within 5 working days please contact Global.PECB.Training@sgs.comGeneral informationParticipants will be provided with the training course material containing over 200 pages of explanatory information, examples, best practices, exercises, and quizzes. Learners may reach out to PECB to request the Attestation of Course Completion as proof of taking the course, this can be requested before taking the exam or after and is worth 14 CPD (Continuing Professional Development) credits.In case candidates fail the exam, they can retake it within 12 months following the initial attempt for freePrerequisitesThere are no prerequisites for this course.The fee for this course covers:Course Materials (for lifetime, please note that updated course materials are not included)First ExamOne resit exam (if required)PECB Certification FeeFirst Year PECB Annual Maintenance Fee (AMF) (AMF is not applicable for Foundation, Provisional and Transition Certification)

課程目標《食品衛生通則》(CXC 1-1969) 是由食品法典委員會 (Codex Alimentarius Commission) 於 1969 年首次通過的國際食品衛生標準，旨在為食品安全和衛生設立基準。該標準經歷了多次修訂，以應對不斷變化的食品安全需求和技術進步，也是全世界食品安全系統最重要的基礎所在。本影片簡要說明該標準近 20 年來一些重要變更和新增內容，了解這些變更如何進一步加強食品安全管理，確保我們的食品在整個供應鏈中的安全性和適用性。課程簡介 您可以在這門課學習到？ 1. 食品衛生通則近二十年修訂的關鍵變化與背景脈絡2. HACCP 與 GHP 標準內容如何調整以因應國際趨勢3. 針對新版內容進行風險評估與內部制度調整4. 企業如何因應新制強化食品安全管理這門課程的優勢？為何需要聽這門課？1.系統化梳理修訂重點：節省你自行比對各版內容的時間2.系統導向教學：結合理論與系統概念，協助快速內化3.掌握法規方向：理解修訂背後的全球趨勢與風險導向邏輯4.強化內部因應能力：幫助食品業者佈局、優化制度設計誰適合上這門課？● 食品業 品保主管、HACCP/GHP 負責人● 食品加工、製造、餐飲業現場或管理階層● 從事教育訓練、輔導顧問、稽核人員● 需了解法規演進以強化內部系統者（如供應商管理、研發、法規單位）課程內容食品衛生通則（包含HACCP與GHP）近二十年的改版變化點語言中文（國語）