Good morning, how can I help you?
Guest: Good morning, I have a reservation under the name Smith.
Duty Manager: Good morning John, how are you today?
Team Member: Good morning Mr. Jones, I'm well thank you.
Team Member: Hi there, can I help you with anything?
Guest: Hello, I'm just browsing at the moment thanks.
Team Member: Bonjour, bienvenue à l'hôtel Choice. Comment puis-je vous aider?
Guest: Merci, je regarde pour le moment.
Thank the team for their participation. Remind them of the importance of acknowledging
everyone they meet with a smile and
Corecruitment is a specialist recruitment consultancy focused on placing candidates in hospitality, catering, retail, and related industries locally in Africa and internationally. They aim to find the right candidate for each position rather than just any candidate. Corecruitment only recruits for hospitality and catering roles, and all consultants have experience working in those industries. They promise integrity, transparency, and proactivity in their recruitment process.
Corecruitment is a specialist recruitment consultancy focused on placing candidates in hospitality, catering, retail, and related industries locally in Africa and internationally. They aim to find the right candidate for each position rather than just any candidate. Corecruitment only recruits for hospitality and catering roles, and all consultants have experience working in those industries. They promise integrity, transparency, and proactivity in their recruitment process.
Club house, conf. halls, banquets consultancySubodh V. Gupte
This document provides an introduction and overview of Aum Consultants, a hotel and resort project management consulting company based in Mumbai, Pune, and Nagpur. It discusses the company's services such as consulting for new hotel projects, restaurants, and existing properties. It also covers operational consulting, staff training, recruitment, and food and beverage verticals including different business models and the importance of the MICE (meetings, incentives, conferences, exhibitions) segment.
Bharat Booking is a Leading Travel management company and is your one stop shop destination for the best budget holiday tours in India. From Manali to Macau or Gulmarg to London get the best deals here.
The document provides an induction booklet for new employees at a Bread & Butter (B&B) team. It begins by welcoming the new employee and stating that communication is crucial. It then outlines the departmental goals which include exceeding guest expectations through excellent service, creative food, unique design, and customized experiences.
It provides information on essential qualifications for food and beverage staff such as intelligence, manners, enthusiasm and more. It also outlines various departmental guidelines regarding hygiene, uniforms, eating, use of mobile phones and more. The document aims to help orient the new employee on the company vision and standards.
The document discusses upselling at hotel front desks. It aims to improve guest satisfaction and increase revenue by convincing guests to purchase higher room categories. Upselling involves introducing guests to superior room options they may not have considered. The key is explaining how advantages like extra space or amenities provide value. Sales staff should identify guest needs through questioning and cues, then recommend upgrades by reinforcing needs and highlighting relevant benefits. Addressing price or other resistance respectfully can help close the sale or gracefully keep the original booking. Regular upselling training helps front desk agents improve skills and financial performance.
CoulTours is a travel agency that provides pre-arranged tours, custom packages, travel consultation, and other related services for leisure travelers. Its objectives are to provide quality service and satisfy customers' needs through well-designed travel packages. It aims to continuously provide enjoyable, timely, and budget-friendly excursions while establishing a profitable, growing business and positively contributing to the local community and environment. The keys to CoulTours' success include excellence in fulfilling promises to customers, timely responses to requests, solid alliances with partners, and regular marketing.
Hospitality services / Marketing Mix of Hotel Taj Mumbai.Akshay Jain
The document provides details about the Taj Mahal Palace Hotel in Mumbai, India. It discusses the hotel's history, facilities, and services. [The Taj Mahal Palace Hotel is a historic five-star hotel located in Mumbai that first opened in 1903.] It then examines the hotel's marketing mix, known as the 8 P's, which are Product, Place, People, Promotion, Price, Productivity, Process, and Physical Evidence. [The summary analyzes each P as it relates to the operations and customer experience at the Taj Mahal Palace Hotel.]
Corecruitment is a specialist recruitment consultancy focused on placing candidates in hospitality, catering, retail, and related industries locally in Africa and internationally. They aim to find the right candidate for each position rather than just any candidate. Corecruitment only recruits for hospitality and catering roles, and all consultants have experience working in those industries. They promise integrity, transparency, and proactivity in their recruitment process.
Corecruitment is a specialist recruitment consultancy focused on placing candidates in hospitality, catering, retail, and related industries locally in Africa and internationally. They aim to find the right candidate for each position rather than just any candidate. Corecruitment only recruits for hospitality and catering roles, and all consultants have experience working in those industries. They promise integrity, transparency, and proactivity in their recruitment process.
Club house, conf. halls, banquets consultancySubodh V. Gupte
This document provides an introduction and overview of Aum Consultants, a hotel and resort project management consulting company based in Mumbai, Pune, and Nagpur. It discusses the company's services such as consulting for new hotel projects, restaurants, and existing properties. It also covers operational consulting, staff training, recruitment, and food and beverage verticals including different business models and the importance of the MICE (meetings, incentives, conferences, exhibitions) segment.
Bharat Booking is a Leading Travel management company and is your one stop shop destination for the best budget holiday tours in India. From Manali to Macau or Gulmarg to London get the best deals here.
The document provides an induction booklet for new employees at a Bread & Butter (B&B) team. It begins by welcoming the new employee and stating that communication is crucial. It then outlines the departmental goals which include exceeding guest expectations through excellent service, creative food, unique design, and customized experiences.
It provides information on essential qualifications for food and beverage staff such as intelligence, manners, enthusiasm and more. It also outlines various departmental guidelines regarding hygiene, uniforms, eating, use of mobile phones and more. The document aims to help orient the new employee on the company vision and standards.
The document discusses upselling at hotel front desks. It aims to improve guest satisfaction and increase revenue by convincing guests to purchase higher room categories. Upselling involves introducing guests to superior room options they may not have considered. The key is explaining how advantages like extra space or amenities provide value. Sales staff should identify guest needs through questioning and cues, then recommend upgrades by reinforcing needs and highlighting relevant benefits. Addressing price or other resistance respectfully can help close the sale or gracefully keep the original booking. Regular upselling training helps front desk agents improve skills and financial performance.
CoulTours is a travel agency that provides pre-arranged tours, custom packages, travel consultation, and other related services for leisure travelers. Its objectives are to provide quality service and satisfy customers' needs through well-designed travel packages. It aims to continuously provide enjoyable, timely, and budget-friendly excursions while establishing a profitable, growing business and positively contributing to the local community and environment. The keys to CoulTours' success include excellence in fulfilling promises to customers, timely responses to requests, solid alliances with partners, and regular marketing.
Hospitality services / Marketing Mix of Hotel Taj Mumbai.Akshay Jain
The document provides details about the Taj Mahal Palace Hotel in Mumbai, India. It discusses the hotel's history, facilities, and services. [The Taj Mahal Palace Hotel is a historic five-star hotel located in Mumbai that first opened in 1903.] It then examines the hotel's marketing mix, known as the 8 P's, which are Product, Place, People, Promotion, Price, Productivity, Process, and Physical Evidence. [The summary analyzes each P as it relates to the operations and customer experience at the Taj Mahal Palace Hotel.]
The document provides tips for hotel managers and staff to improve customer service and increase patronage. It discusses the importance of customer satisfaction, cleanliness, competitive pricing, marketing, and staff training. Specific recommendations include renovating equipment regularly, getting feedback from customers, ensuring power reliability, and implementing a performance review system for staff. The goal is to treat customers well and make the hotel a comfortable "home away from home" for patrons.
the hotel management introduction information is addedkannan kans
The document discusses the hospitality industry. It defines the hospitality industry as providing facilities for travelers' stay, food, and services. It notes the industry has five major sub-sectors: accommodation, food and beverage, events, tourism, and entertainment. It then describes the top four sectors in more detail: lodging/accommodation, food and beverage, travel and tourism, and entertainment. It also discusses etiquettes important for hospitality crews such as communication, resilience, initiative, multitasking, adaptability, and attention to detail.
This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.
Please be as honest as possible and give feed back and suggestions!
The document discusses the importance of breakfast for hotels. It argues that breakfast is undervalued by many hotel executives who see it only as a cost center, but it is actually the most important meal for guests. Offering an exceptional breakfast spread and service can help attract guests and encourage them to choose that hotel again. While most hotels serve breakfast, few put effort into truly impressing guests, and better attention to details like food quality, variety and friendly service could help hotels differentiate themselves.
Future Markets is a company that provides various services related to events, catering, and promotions for businesses. It has three divisions: Food Talk for fast casual dining options, Raju Guide for an online marketplace, and Ryan Consultancy for event planning and business development services. Future Markets aims to help clients achieve their goals through its wide range of offerings such as venue booking, catering, conferences, marketing, and more. It strives to deliver high quality services and smooth operations for corporate clients.
Future Markets is a company that provides various services to promote businesses and events, including food catering and consultancy. It has three divisions: Food Talk for fast casual dining, Raju Guide for an online marketplace, and Ryan Consultancy for event planning and operations. Future Markets aims to help clients with marketing, venues, catering, and other services to reduce work and ensure successful events and smooth business operations.
Tango's is a startup restaurant company located in Yelhanka, India that aims to provide high quality food from around the world to customers of all ages in a family-friendly atmosphere. The document outlines the company's objectives, products, management team, market analysis, marketing and sales strategies, implementation plan, infrastructure, financial sources, and opportunities for growth. Tango's believes that by offering diverse, high quality food alongside excellent customer service, frequent loyalty programs, and community involvement, it can successfully compete in the restaurant industry.
This document outlines the vision, mission, strengths, weaknesses, opportunities, and areas for effective service of the In Room Dining department at The H-Dubai hotel. The vision is to ensure absolute guest satisfaction while the mission focuses on providing prompt, professional, friendly service along with clean facilities, well-prepared meals, and respectful treatment for all guests and staff. Strengths include a variety menu, customized amenities, knowledgeable staff, and empowered employees. Weaknesses and opportunities for improvement are also identified.
Tango's is a new startup restaurant in Yelhanka, India that aims to provide high quality food from around the world to customers of all ages in a family-friendly atmosphere. The 100+ employee company is led by a management team including a CEO, CMO, CFO, and HRD Officer. Tango's will utilize marketing strategies like coupons, memberships, and community involvement to build their customer base and compete with other local restaurants like KFC. The restaurant offers banquet halls, meeting rooms, and hopes to expand their catering business over time. Initial funding will come from an SBA loan and potential investments from friends and family.
The document provides an overview of the hospitality industry. It discusses that the hospitality industry consists of 5 major sub-sectors: accommodation, food and beverage, events, tourism, and entertainment. It then describes the top four sectors in more detail: lodging, food and beverage, travel and tourism, and entertainment. It also discusses some of the sub-sectors within food service such as restaurants, hotels, catering, bars, and cafes. Finally, it outlines some of the major departments within hotels, including front office, housekeeping, food and beverage, kitchen, engineering, accounts, and human resources.
1) The document proposes setting up a cafe business called Esperanto that aims to provide good food and a relaxing environment for customers of all ages.
2) Esperanto will be located in Bugis due to its large population of teenagers, lower rental costs, and convenient transportation access.
3) The cafe will target customers aged 12-25, including students and young working professionals, and will segment its offerings based on demographics, behaviors, and needs of this group.
This document outlines a plan to improve performance at the front desk of an Embassy Suites hotel. It proposes recognizing and rewarding individual employees and the team as a whole for excellent service. Each employee will have their progress tracked, and the top performer each month will receive a prize. The plan also provides tips for employees to better engage with guests at check-in to deliver a pleasant experience and "wow" guests through personalized service. Monthly measurable growth on guest feedback surveys will help track the impact of the plan on improving the front desk culture.
Ankit Deep Srivastava is an Indian national who seeks to work in an innovative and challenging environment where he can utilize his capabilities to grow his career. He has a B.Sc in hotel management and several qualifications in hospitality. Srivastava has over 5 years of work experience in hotel operations and food and beverage sales and marketing roles. He is proficient in Hindi, English, and Bhojpuri and enjoys cooking, networking, and singing in his free time.
This document discusses how to build a strong sales culture at a hospitality business. It emphasizes four key elements: common sales goals, recruiting the right staff, ongoing training, and motivation. A strong sales culture starts with engaged frontline staff across all departments who provide a great first impression to guests. It is essential to have an "inverted" organizational chart that prioritizes guests' needs above all else. Targets and goals should be established and the property's story and amenities should be communicated consistently to guests. Regular training is important to maintain high standards. Building a sales culture ultimately requires passion and commitment from top management.
Social Media Marketing Hospitality BloggingMoya Ojarigi
Get help with getting more guests into your hotel through blogging. This presentation will give you more ideas on how to develop great blog posts in social media
Social Media Marketing Hospitality BloggingMoya Ojarigi
Moya Ojarigi outlines a formula for using blogging to promote hotel hospitality. The formula involves highlighting the hotel's best features, promoting its premier status through education, appealing to guests' intellect by educating and inspiring them about the brand, building brand brilliance by sharing innovations, allowing guests to virtually experience excellence through video blogs, and establishing strong brand loyalty by highlighting how staying elsewhere would require sacrifice. The document recommends hotels call for a marketing audit to help implement an effective blogging series.
The document presents a business plan for a new crispy burger restaurant. The goals of the restaurant are to provide customers with a unique and relaxing dining experience similar to being at home, become a successful fast food provider in Pakistan, and ensure 100% customer satisfaction. The partners Umair and Hassan will be the head chefs and jointly responsible for all business operations. The target customer segments are youth, teenagers, working professionals, and tourists aged 15 to 50. The marketing strategy involves various forms of advertising and promotions. The sales strategy aims to succeed by offering excellent food quality, speed of service, and competitive pricing in an appealing environment.
Professional Career Services is a Level 2 B-BBEE contributor with a 125% BEE procurement recognition level. They have over 25 years of experience recruiting for the hospitality sector, including resorts, hotels, game lodges, restaurants, and conference centers. Their specialist consultants have extensive experience working in these industries. Client testimonials praise their fast response times, quality candidates, and understanding of client needs.
This document discusses the differences between proactive and reactive management. It advocates for a proactive approach where managers think for themselves, minimize unnecessary work, and consider themselves and customers as being on the same side. Some key aspects of proactive management discussed are keeping options open with planning, setting the pace of progress rather than just tracking it, and giving staff freedom to make mistakes in order to develop their skills.
This document provides guidelines for effectively handling customer complaints. It advises listening actively to understand the customer's perspective. Key details should be gathered through questioning. Once the issue is clear, apologize specifically for the problem. Act promptly to address the complaint and offer alternatives tailored to the customer's needs. Thank the customer for bringing the complaint to your attention in order to improve service. Role-playing exercises demonstrate proper and improper complaint handling.
The document provides tips for hotel managers and staff to improve customer service and increase patronage. It discusses the importance of customer satisfaction, cleanliness, competitive pricing, marketing, and staff training. Specific recommendations include renovating equipment regularly, getting feedback from customers, ensuring power reliability, and implementing a performance review system for staff. The goal is to treat customers well and make the hotel a comfortable "home away from home" for patrons.
the hotel management introduction information is addedkannan kans
The document discusses the hospitality industry. It defines the hospitality industry as providing facilities for travelers' stay, food, and services. It notes the industry has five major sub-sectors: accommodation, food and beverage, events, tourism, and entertainment. It then describes the top four sectors in more detail: lodging/accommodation, food and beverage, travel and tourism, and entertainment. It also discusses etiquettes important for hospitality crews such as communication, resilience, initiative, multitasking, adaptability, and attention to detail.
This is a new company in the Houston area focusing on customer service training for under performing hotels and restaurants in the area.
Please be as honest as possible and give feed back and suggestions!
The document discusses the importance of breakfast for hotels. It argues that breakfast is undervalued by many hotel executives who see it only as a cost center, but it is actually the most important meal for guests. Offering an exceptional breakfast spread and service can help attract guests and encourage them to choose that hotel again. While most hotels serve breakfast, few put effort into truly impressing guests, and better attention to details like food quality, variety and friendly service could help hotels differentiate themselves.
Future Markets is a company that provides various services related to events, catering, and promotions for businesses. It has three divisions: Food Talk for fast casual dining options, Raju Guide for an online marketplace, and Ryan Consultancy for event planning and business development services. Future Markets aims to help clients achieve their goals through its wide range of offerings such as venue booking, catering, conferences, marketing, and more. It strives to deliver high quality services and smooth operations for corporate clients.
Future Markets is a company that provides various services to promote businesses and events, including food catering and consultancy. It has three divisions: Food Talk for fast casual dining, Raju Guide for an online marketplace, and Ryan Consultancy for event planning and operations. Future Markets aims to help clients with marketing, venues, catering, and other services to reduce work and ensure successful events and smooth business operations.
Tango's is a startup restaurant company located in Yelhanka, India that aims to provide high quality food from around the world to customers of all ages in a family-friendly atmosphere. The document outlines the company's objectives, products, management team, market analysis, marketing and sales strategies, implementation plan, infrastructure, financial sources, and opportunities for growth. Tango's believes that by offering diverse, high quality food alongside excellent customer service, frequent loyalty programs, and community involvement, it can successfully compete in the restaurant industry.
This document outlines the vision, mission, strengths, weaknesses, opportunities, and areas for effective service of the In Room Dining department at The H-Dubai hotel. The vision is to ensure absolute guest satisfaction while the mission focuses on providing prompt, professional, friendly service along with clean facilities, well-prepared meals, and respectful treatment for all guests and staff. Strengths include a variety menu, customized amenities, knowledgeable staff, and empowered employees. Weaknesses and opportunities for improvement are also identified.
Tango's is a new startup restaurant in Yelhanka, India that aims to provide high quality food from around the world to customers of all ages in a family-friendly atmosphere. The 100+ employee company is led by a management team including a CEO, CMO, CFO, and HRD Officer. Tango's will utilize marketing strategies like coupons, memberships, and community involvement to build their customer base and compete with other local restaurants like KFC. The restaurant offers banquet halls, meeting rooms, and hopes to expand their catering business over time. Initial funding will come from an SBA loan and potential investments from friends and family.
The document provides an overview of the hospitality industry. It discusses that the hospitality industry consists of 5 major sub-sectors: accommodation, food and beverage, events, tourism, and entertainment. It then describes the top four sectors in more detail: lodging, food and beverage, travel and tourism, and entertainment. It also discusses some of the sub-sectors within food service such as restaurants, hotels, catering, bars, and cafes. Finally, it outlines some of the major departments within hotels, including front office, housekeeping, food and beverage, kitchen, engineering, accounts, and human resources.
1) The document proposes setting up a cafe business called Esperanto that aims to provide good food and a relaxing environment for customers of all ages.
2) Esperanto will be located in Bugis due to its large population of teenagers, lower rental costs, and convenient transportation access.
3) The cafe will target customers aged 12-25, including students and young working professionals, and will segment its offerings based on demographics, behaviors, and needs of this group.
This document outlines a plan to improve performance at the front desk of an Embassy Suites hotel. It proposes recognizing and rewarding individual employees and the team as a whole for excellent service. Each employee will have their progress tracked, and the top performer each month will receive a prize. The plan also provides tips for employees to better engage with guests at check-in to deliver a pleasant experience and "wow" guests through personalized service. Monthly measurable growth on guest feedback surveys will help track the impact of the plan on improving the front desk culture.
Ankit Deep Srivastava is an Indian national who seeks to work in an innovative and challenging environment where he can utilize his capabilities to grow his career. He has a B.Sc in hotel management and several qualifications in hospitality. Srivastava has over 5 years of work experience in hotel operations and food and beverage sales and marketing roles. He is proficient in Hindi, English, and Bhojpuri and enjoys cooking, networking, and singing in his free time.
This document discusses how to build a strong sales culture at a hospitality business. It emphasizes four key elements: common sales goals, recruiting the right staff, ongoing training, and motivation. A strong sales culture starts with engaged frontline staff across all departments who provide a great first impression to guests. It is essential to have an "inverted" organizational chart that prioritizes guests' needs above all else. Targets and goals should be established and the property's story and amenities should be communicated consistently to guests. Regular training is important to maintain high standards. Building a sales culture ultimately requires passion and commitment from top management.
Social Media Marketing Hospitality BloggingMoya Ojarigi
Get help with getting more guests into your hotel through blogging. This presentation will give you more ideas on how to develop great blog posts in social media
Social Media Marketing Hospitality BloggingMoya Ojarigi
Moya Ojarigi outlines a formula for using blogging to promote hotel hospitality. The formula involves highlighting the hotel's best features, promoting its premier status through education, appealing to guests' intellect by educating and inspiring them about the brand, building brand brilliance by sharing innovations, allowing guests to virtually experience excellence through video blogs, and establishing strong brand loyalty by highlighting how staying elsewhere would require sacrifice. The document recommends hotels call for a marketing audit to help implement an effective blogging series.
The document presents a business plan for a new crispy burger restaurant. The goals of the restaurant are to provide customers with a unique and relaxing dining experience similar to being at home, become a successful fast food provider in Pakistan, and ensure 100% customer satisfaction. The partners Umair and Hassan will be the head chefs and jointly responsible for all business operations. The target customer segments are youth, teenagers, working professionals, and tourists aged 15 to 50. The marketing strategy involves various forms of advertising and promotions. The sales strategy aims to succeed by offering excellent food quality, speed of service, and competitive pricing in an appealing environment.
Professional Career Services is a Level 2 B-BBEE contributor with a 125% BEE procurement recognition level. They have over 25 years of experience recruiting for the hospitality sector, including resorts, hotels, game lodges, restaurants, and conference centers. Their specialist consultants have extensive experience working in these industries. Client testimonials praise their fast response times, quality candidates, and understanding of client needs.
Similar to Hello Culture - Perfect Welcome.ppt (20)
This document discusses the differences between proactive and reactive management. It advocates for a proactive approach where managers think for themselves, minimize unnecessary work, and consider themselves and customers as being on the same side. Some key aspects of proactive management discussed are keeping options open with planning, setting the pace of progress rather than just tracking it, and giving staff freedom to make mistakes in order to develop their skills.
This document provides guidelines for effectively handling customer complaints. It advises listening actively to understand the customer's perspective. Key details should be gathered through questioning. Once the issue is clear, apologize specifically for the problem. Act promptly to address the complaint and offer alternatives tailored to the customer's needs. Thank the customer for bringing the complaint to your attention in order to improve service. Role-playing exercises demonstrate proper and improper complaint handling.
This document outlines an assertive communications training session. It includes:
1. Objectives for the training which are to explain different types of behaviors, demonstrate assertive communication techniques, and learn how to say "no" nicely and avoid conflict.
2. Content that will be covered including types of behaviors (submissive, assertive, aggressive), types of communication (verbal, written, non-verbal), and assertive techniques.
3. Instructions for group exercises where participants will identify different behaviors, discuss uses of each behavior, and practice assertive communication skills through roleplays.
This document discusses the steps involved in order taking for food and beverage service. It outlines the key guidelines for properly taking customer orders, including greeting customers, presenting menus, answering questions, writing down orders accurately, repeating orders back, and checking for any other needs before leaving the table. The document emphasizes following proper order taking steps and guidelines to provide excellent customer service.
This document discusses facilities planning and design. It covers topics such as the objectives of facilities planning like effectively utilizing space and resources, promoting productivity and safety. It also discusses factors that influence facilities location and design considerations like layout, material handling and systems. The facilities planning process involves defining problems and objectives, analyzing requirements, generating alternatives, evaluating options and implementing a design. Overall the document provides an overview of facilities planning, key considerations and the general planning process.
World Hand Hygiene Day is observed annually on May 5th to promote hand hygiene in healthcare settings. This year marks the 10th anniversary of the WHO Clean Care is Safe Care program. Proper hand hygiene is emphasized as the most important measure to prevent the spread of harmful germs and healthcare-associated infections, which can kill hundreds of millions of patients each year. The WHO encourages healthcare workers and patients to practice hand hygiene at key moments during care to help save lives.
This document provides an overview of key concepts in customer service and hospitality. It defines what hospitality is and explains that customers are the most important part of any hospitality business. It describes the needs that hospitality satisfies for customers and lists physical and psychological needs. The document outlines the importance of quality service and good communication skills. It identifies the two types of hospitality employees and lists critical moments in customer service. Finally, it describes methods for handling customer complaints, including listening empathetically and offering solutions.
This document discusses key aspects of negotiation including objectives, components, skills, stages, styles, and traits of a good negotiator. It outlines 5 essential negotiation skills: preparation, active listening, creating value, maintaining control, and using facts and data. The negotiation process is described as having 4 stages: preparation, opening/exchanging information, bargaining, and closing/implementation. Finally, it decodes 5 common negotiation styles: accommodating, avoiding, collaborating, competing, and compromising.
Effective communication requires transferring information between at least two parties through various means such as speech, writing, signs, images and body language. Communication has evolved over three revolutions - from early stone writings that were immobile, to paper and printing allowing wider distribution, to today's electronic communication through controlled waves. Key aspects of effective communication include listening actively, being interested in others, using positive body language like eye contact and a smile, asking questions, and speaking with enthusiasm.
Management focuses on planning, organizing, and overseeing work processes and resources to ensure goals are achieved and tasks are completed efficiently. Leadership inspires people by communicating a vision and values, motivating employees, and setting the strategic direction of an organization. While management deals with short-term objectives and running day-to-day operations, leadership takes a long-term view and focuses on developing people and creating challenges to drive innovation. Effective organizations need both management and leadership skills.
This document provides guidelines for bar design, equipment, supplies, and terms. It recommends that the ideal distance between the back bar counter and cupboard is 100-110 cm. It lists essential bar equipment like shakers, strainers, spoons, and lists basic supplies needed like spirits, beers, wines, juices and garnishes. It also defines common bar terms used for drink preparation techniques.
This document discusses the history and art of food and wine pairing. It notes that the Romans first brought wine and cheese together in France, establishing the first food and drink marriages. Over centuries, the French refined habits of incorporating wine into meals. The modern concept of pairings aims to find combinations where elements in the food and wine complement each other to enhance enjoyment. Factors like flavor, weight, acidity, tannins, and cooking methods are considered to find balances that do not allow one item to overpower the other. The document provides extensive guidelines and examples of pairing wines with various courses and types of cuisine.
This document provides information on serving various liquors, bitters, and special spirits. It details the origin, recommended glass, serving temperature, common accompaniments, and intended use of liquors including grappa, sambuca, Cointreau, Baileys Irish cream, limoncello, Campari, Aperol, Kahlua, absinthe, and Ameretto. Each spirit is served either chilled or at room temperature and is typically intended as a digestive.
Structural Design Process: Step-by-Step Guide for BuildingsChandresh Chudasama
The structural design process is explained: Follow our step-by-step guide to understand building design intricacies and ensure structural integrity. Learn how to build wonderful buildings with the help of our detailed information. Learn how to create structures with durability and reliability and also gain insights on ways of managing structures.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
Building Your Employer Brand with Social MediaLuanWise
Presented at The Global HR Summit, 6th June 2024
In this keynote, Luan Wise will provide invaluable insights to elevate your employer brand on social media platforms including LinkedIn, Facebook, Instagram, X (formerly Twitter) and TikTok. You'll learn how compelling content can authentically showcase your company culture, values, and employee experiences to support your talent acquisition and retention objectives. Additionally, you'll understand the power of employee advocacy to amplify reach and engagement – helping to position your organization as an employer of choice in today's competitive talent landscape.
How to Implement a Strategy: Transform Your Strategy with BSC Designer's Comp...Aleksey Savkin
The Strategy Implementation System offers a structured approach to translating stakeholder needs into actionable strategies using high-level and low-level scorecards. It involves stakeholder analysis, strategy decomposition, adoption of strategic frameworks like Balanced Scorecard or OKR, and alignment of goals, initiatives, and KPIs.
Key Components:
- Stakeholder Analysis
- Strategy Decomposition
- Adoption of Business Frameworks
- Goal Setting
- Initiatives and Action Plans
- KPIs and Performance Metrics
- Learning and Adaptation
- Alignment and Cascading of Scorecards
Benefits:
- Systematic strategy formulation and execution.
- Framework flexibility and automation.
- Enhanced alignment and strategic focus across the organization.
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
B2B payments are rapidly changing. Find out the 5 key questions you need to be asking yourself to be sure you are mastering B2B payments today. Learn more at www.BlueSnap.com.
HOW TO START UP A COMPANY A STEP-BY-STEP GUIDE.pdf46adnanshahzad
How to Start Up a Company: A Step-by-Step Guide Starting a company is an exciting adventure that combines creativity, strategy, and hard work. It can seem overwhelming at first, but with the right guidance, anyone can transform a great idea into a successful business. Let's dive into how to start up a company, from the initial spark of an idea to securing funding and launching your startup.
Introduction
Have you ever dreamed of turning your innovative idea into a thriving business? Starting a company involves numerous steps and decisions, but don't worry—we're here to help. Whether you're exploring how to start a startup company or wondering how to start up a small business, this guide will walk you through the process, step by step.
Taurus Zodiac Sign: Unveiling the Traits, Dates, and Horoscope Insights of th...my Pandit
Dive into the steadfast world of the Taurus Zodiac Sign. Discover the grounded, stable, and logical nature of Taurus individuals, and explore their key personality traits, important dates, and horoscope insights. Learn how the determination and patience of the Taurus sign make them the rock-steady achievers and anchors of the zodiac.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
Industrial Tech SW: Category Renewal and CreationChristian Dahlen
Every industrial revolution has created a new set of categories and a new set of players.
Multiple new technologies have emerged, but Samsara and C3.ai are only two companies which have gone public so far.
Manufacturing startups constitute the largest pipeline share of unicorns and IPO candidates in the SF Bay Area, and software startups dominate in Germany.
How to Implement a Real Estate CRM SoftwareSalesTown
To implement a CRM for real estate, set clear goals, choose a CRM with key real estate features, and customize it to your needs. Migrate your data, train your team, and use automation to save time. Monitor performance, ensure data security, and use the CRM to enhance marketing. Regularly check its effectiveness to improve your business.
Navigating the world of forex trading can be challenging, especially for beginners. To help you make an informed decision, we have comprehensively compared the best forex brokers in India for 2024. This article, reviewed by Top Forex Brokers Review, will cover featured award winners, the best forex brokers, featured offers, the best copy trading platforms, the best forex brokers for beginners, the best MetaTrader brokers, and recently updated reviews. We will focus on FP Markets, Black Bull, EightCap, IC Markets, and Octa.
Company Valuation webinar series - Tuesday, 4 June 2024FelixPerez547899
This session provided an update as to the latest valuation data in the UK and then delved into a discussion on the upcoming election and the impacts on valuation. We finished, as always with a Q&A
At Techbox Square, in Singapore, we're not just creative web designers and developers, we're the driving force behind your brand identity. Contact us today.
2. We are constantly
dedicated to improving
SERVICE EXCELLENCE
and maintaining a
COMPETITIVE ADVANTAGE.
But what is
SERVICE EXCELLENCE?
Simply, providing excellent
service.
As our customers are provided with excellent service, their
expectations rise and as such we have to provide a means of
constantly improving our levels of service.
3. So what is a COMPETITIVE ADVANTAGE?
It is simply doing everything better than our
competitors in order that our guests return to
us and develop a loyalty to our brands.
There is no easy way to
provide
SERVICE EXCELLENCE
and maintain a
COMPETITIVE ADVANTAGE.
But there are initiatives that will aid in the pursuit.
4. One such initiative is the “HELLO CULTURE.”
By greeting our guests at every opportunity
we are helping to provide
SERVICE EXCELLENCE
and helping to maintain a
COMPETITIVE ADVANTAGE.
A simple “Hello” directed
at a guest or colleague will
ensure that we provide a
welcoming approach to
everything that we do.
If the guest is a foreigner, and we can
communicate “HELLO” in their own
language, then we will be extending
an international WELCOME.
5. Another initiative of no less importance to the
“HELLO CULTURE” are the
“ASK ME INITIATIVES.”
Lead your guests to enquire about
what is available
This initiative has been rolled out
throughout the whole of the company.
By operating an initiative such
as this, on a company wide
basis, we can ensure that the
name of our Company becomes
known by the guest
and our competitors for
SERVICE EXCELLENCE
and the increasingly
important pursuit of exceeding our guests
expectations.
7. Prompt the guest to ask you
about 1 of 7 different services or
products that we offer and ensure you
know what is available.
To achieve this, you will be given a
short TRAINING BURST of
twenty minutes to
enhance your product
knowledge.
With this knowledge you can confidently
pass on the information when
asked.
8. There are benefits to all parties concerned…
…the Guest.
We will be providing increased levels of
SERVICE EXCELLENCE that is truly
better than our competitors.
…the Hotel.
We will be developing a company
wide reputation of being a
market leader in the pursuit of
SERVICE EXCELLENCE and
increased guest loyalty.
…You.
You will have the knowledge that you are
delivering SERVICE EXCELLENCE which could
be rewarded with a monetary incentive to be
arranged by your General Manager.
9. ASK ME ABOUT…
Executive / Premier Suites
TRAINING
BURST
1
So what is a Executive / Premier Suite?
It is a Premier room with mini / room bar,
teletext TV, bedside telephone, trouser press
and hairdryer with the added facility of a
lounge area and kitchenette.
It also has a fax and an additional telephone.
Who is a Executive / Premier Suite ideally aimed at?
This suite is perfect for business people away from home
who require some flexibility, they may wish to work in
their rooms for extended periods of time.
These Suites are currently located in the following hotels:-
Quality Hotels, Loughborough, Cardiff, Walsall and Milton Keynes.
REMEMBER
The kitchenette is not designed to replace the Hotel’s
food and beverage provision, it is simply an extra
facility that will add value to the guest’s stay.
10. TRAINING
BURST
1
ASK ME ABOUT…
A “Choice Moment”
TRAINING
BURST
2
So what is a Choice Moment?
This is a special event that is being held in the hotel for
both residents and non-residents. An example would be
a “Mother’s Day” meal or an “Easter Egg” Hunt on the
relevant days of the year. Your General Manager will inform you of
the Choice Moments that are up and coming in your individual Hotels.
REMEMBER
Choice Moments are an ongoing feature in our hotels,
therefore once you have explained the current Choice Moments
to the guest, inform them that they are constantly changing.
Non residents could be informed to telephone
the hotel to find out what the Choice Moments
are throughout the year.
11. TRAINING
BURST
1
ASK ME ABOUT…
“Tonight’s Special” TRAINING
BURST
3
So what is Tonight’s Special?
On a daily basis you will be informed by your head
of department what the nightly special is.
You will be given information of what it is, how it is
cooked, if it is served in a particular sauce, if it
accompanied with anything.
REMEMBER
You need to be confident that you fully understand what the special
is in order that you may describe it accurately to the guest.
If you require more information then ask, as the more
information we give, the more informed the guest
will be and the easier the decision whether
to choose it or not.
12. TRAINING
BURST
1
ASK ME ABOUT…
“Choice Club” TRAINING
BURST
4
So what is the Choice Club?
As a recipient of the Choice Privilege Card, the guest will be
entitled to a multitude of benefits and privileges.
As a card holder the guest may be entitled to
discounted rates, automatic room upgrades and priority reservations.
There are also discounts available at many leading attractions.
Automatic collection of “Argos Premier Points” provides many
discounts in their shops.
10% off standard rack rates plus many other benefits.
REMEMBER
You could offer to take an application form to
the guest if they are interested in joining.
13. TRAINING
BURST
1
ASK ME ABOUT…
“Breaks in Europe” TRAINING
BURST
5
So what are Breaks in Europe?
Now that we are the master franchisor for Europe we
currently have 500 hotels in over 13 countries.
This allows our guests to take a short break to one of the
13 countries concerned and experience exactly the same standards
and commitment to SERVICE EXCELLENCE, but in a European
setting.
REMEMBER
You could offer to take a European Hotels Brochure to the guest.
You could always suggest that these breaks
make excellent presents.
Your manager will inform you of the
latest promotion.
14. TRAINING
BURST
1
ASK ME ABOUT…
“Our wine of the month” TRAINING
BURST
6
So what is our wine of the month?
On a monthly basis you will be informed by your head
of department what the wine of the month is.
You will be given information on its country of origin, its
flavour and recommendations of what dishes on the menu it
particularly compliments.
REMEMBER
You need to be confident that you fully understand what the special
is in order that you may describe it accurately to the guest.
If you require more information then ask, as the
more information we give, the more informed
the guest will be and the easier the decision
whether to choose it or not.
15. TRAINING
BURST
1
ASK ME ABOUT…
“What time breakfast
starts tomorrow”
TRAINING
BURST
7
So what time does breakfast start tomorrow?
On a daily basis, or as required, you will be informed by
your head of department what time breakfast starts.
REMEMBER
This shows the guest that all departments within the Hotel are working
in unison in the pursuit of “SERVICE EXCELLENCE.”
There is the opportunity here to gather any other
information requirements from the guest in order
that they can be satisfied.
17. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
INTRODUCTION STATE
At Choice Hotels Europe we are constantly dedicated to improving service Excellence
and maintaining a Competitive Advantage.
QUESTION
What is Service Excellence? and What do you think 'MPG' stands for in relation to our
guests?
LISTEN FOR
Providing Excellent Service As our customers are provided with excellent service,
their expectations rise and we have to continually improve our service standards to be
able to exceed guests expectations.
MPG> My Personal Guest. Treat everyone equally as you would a personal guest.
QUESTION
What is a Competitive Advantage
LISTEN FOR
Doing everything better than our competitors in order that our guests return to us and
develop a loyalty to our brands.
STATE
NO EASY WAY TO PROVIDE SERVICE EXCELLENCE AND MAINTAIN A
COMPETITIVE ADVANTAGE.
But there are initiatives that will aid in the pursuit.
STATE HOW THE 'ASK ME' INITIATIVES WILL BE ROLLED OUT.
Inform the team that there will be at least seven different initiatives.
STATE
That beforeselling the initiatives, a short training burst will be given lasting no longer
than 20 minutes for you to understand the products. Up-selling then is up to you
STATE the benefits to
The GUESTS
The HOTEL
YOU
18. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
TRAINING BURST 1
TRAINING BURST 2
TRAINING BURST 3
TRAINING BURST 4
PREMIER SUITE
QUESTION
What is a Premier Suite?
Who is it aimed at?
Provide this information, check the understanding and remind the team member that
premier suite is not designed to replace the food and beverage position merely add value
to the existing service.
A CHOICE MOMEMT
What is a Choice Moment?
Who is it aimed at?
How can it be booked?
Provide this information, check the understanding and inform the team member that it
may be a good idea to suggest keeping an eye out for further events.
TONIGHTS SPECIAL
What is tonight’s special?
How is it made?
Does it contain nuts etc?
Provide a detailed description of the dish and check that the team member understands it
in order to effectively sell it.
CHOICE PRIVILAGE CARD
What is it?
What benefits are there?
How can I join?
Provide the required information and suggest that the team member takes an application
form to the guest if they are interested.
19. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
TRAINING BURST 5
TRAINING BURST 6
TRAINING BURST 7
BREAKS IN EUROPE
What are breaks in Europe?
How can they be booked?
Where are our hotels located in Europe?
Provide the necessary information, ensuring that every team member knows what
countries our hotels are situated in.
Suggest that breaks in Europe make ideal presents.
OUR WINE OF THE MONTH
What is the wine of the month?
What does it compliment?
How much is it?
What is its country of origin?
Remember to inform the team member that if they do not fully understand the
description to ask for more information as they need to be confident in the selling of the
product.
WHAT TIME BREAKFAST STARTS TOMORROW?
Ensure that all team members know and suggest that this is an ideal opportunity to if
there are any further requirements or suggestions.
PROVIDE INFORMATION ON THE INCENTIVE SCHEME AND THANK THE
TEAM FOR ATTENDING THE SHORT TRAINING BURST.
21. ACKNOWLEDGE
“ACKNOWLEDGE THE CUSTOMER AS SOON AS THEY APPROACH YOU!”
An acknowledgement can be a Wave, a Nod of the head, a Smile or something Verbal.
For example, if you are busy and cannot get to a customer, a verbal acknowledgement such as
“Sorry to keep you waiting, I will be with you shortly.”
will ensure that the guest knows that you have seen them and care about the time that they
will be waiting.
An acknowledgement is the very first step to achieve the perfect welcome.
22. EYE CONTACT
“MAINTAIN EYE CONTACT WITH THE GUEST!”
In order to take ownership of the welcome and the service relationship that will follow, eye contact
must be maintained.
Eye contact signifies to the guest that you are in control and all of their needs will be satisfied.
Once you have control, the guest can relax and enjoy the service experience that you are providing
them with.
Maintaining eye contact is the second step to achieving the perfect welcome.
23. SMILE
“ALWAYS SMILE WHEN TALKING TO A GUEST,
EVEN IF YOU ARE ON THE TELEPHONE!”
A smile relaxes both guests and colleagues.
A smile represents happiness and satisfaction.
Your happiness in terms of your job, and the guest's satisfaction in terms of the service.
A smile can cross boundaries therefore it is important to smile whilst using the telephone.
Remember to smile when you answer the call as this will be heard by the recipient.
A smile is the third step in achieving the perfect welcome”
24. HELLO
“ALWAYS ACKNOWLEDGE AND WELCOME BOTH
THE GUEST AND YOUR COLLEAGUES WITH A GREETING.
THIS MAKES THEM FEEL SPECIALAND EXCEEDS THEIR EXPECTATIONS!”
Hello, and good morning are types of welcome that ensure that the guest or colleague feels special.
A “good morning” to a guest shows that you have acknowledged their presence and their importance
to the hotel.
A “good morning” from the duty manager to a team member shows that they are a part of the
winning team helping to satisfy and exceed the guests expectations.
A welcome is the fourth step towards achieving the perfect welcome.
25. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
INTRODUCTION Inform the team of the purpose of the training session:
To highlight the importance of the “HELLO” Culture.
QUESTION
What is the “Hello” Culture?
LISTEN FOR
Everybody saying hello to each other in all situations, not just as service points.
In corridors and on passing both guests and colleagues.
Plain and simply a means of improving and personalising our service by saying
“Hello” or giving another form of greeting.
EXPLANATION OF HELLO
By “HELLO” we do not mean that HELLO is the only form of greeting you may give,
the best service is personalised by both yourself and the guest, therefore use a greeting
that is suitable to you.
QUESTION
What forms of greeting could we use that fall in line with the “HELLO” culture?
HELLO
GOOD MORNING
HI
We should try to acknowledge our European guests in their own Language.
Good Morning is a follows
Guten Morgen German
Bonjour French
Plus any others that would benefit your service TEAM
STATE
There are four steps to climb up the “Choice “ Stairway to achieve the perfect welcome.
26. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
STEP ONE
STEP TWO
QUESTION
What could the four steps be?
LISTEN FOR
Smile, Greet, Eye Contact etc
ETC…….
ACKNOWLEDGE
QUESTION
Why is an acknowledgement an important part of the welcome?
LISTEN FOR
Letting the customer know that you are willing, keen, eager to serve them etc.
QUESTION
What form of acknowledgement should you give if you see that a guest is waiting whilst
you are busy with somebody else.
LISTEN FOR
“Sorry to keep you waiting, I’ll be with you shortly”
This communicates that you have seen the waiting guest and that you care about the
amount of time that they will have to wait.
QUESTION
What different types of acknowledgement can be used?
LISTEN FOR
Wave, nod of the head, smile or something verbal.
HOT TIP
BY TAKING A STEP FORWARD TO THE GUEST YOU ARE ILLUSTRATING
THAT YOU ARE APPROACHING THEM TO ACKNOWLEDGE THEM.
An acknowledgement is the first step to achieve the “Choice” perfect welcome.
EYE CONTACT
QUESTION
Why is it important to maintain eye contact with a guest?
27. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
STEP THREE
STEP FOUR
LISTEN FOR
In order to take ownership of the service relationship
STATE
Eye contact signifies to the guest that you are in control and all of their needs will be
satisfied
MAINTAINING THE EYE CONTACT IS THE SECOND STEP TO ACHIEVING
THE "CHOICE" PERFECT WELCOME.
ALWAYS SMILE WHEN TALKING TO A GUEST
EVEN IF YOU ARE ON THE TELEPHONE.
QUESTION
Why is a smile important?
LISTEN FOR
It relaxes both guests and colleagues
A smile represents happiness and satisfaction, happiness in terms of your job
and satisfaction in terms of the guest’s service.
QUESTION
Why is it Important to smile whilst on the telephone?
LISTEN FOR
A smile can cross boundaries therefore it is important to smile whilst using the
telephone. Remember to smile when you answer the call as this will be heard by the
recipient.
A smile is the third step to achieving the “Choice “ perfect welcome.
ALWAYS ACKNOWLEDGE AND WELCOME THE GUEST AND COLLEAGUES,
AS THIS MAKES THEM FEEL SPECIAL AND EXCEEDS THEIR EXPECTATION.
QUESTION
What types of welcome will ensure that our guest’s feel special?
LISTEN FOR
Hi, Hello, Good, Good Morning, it does not matter as long as it is a form of greeting and
you are comfortable with it.
28. SUBJECT DETAILED INFORMATION TIME
MATERIALS
REQUIRED
ROLE PLAYS
STATE
A good morning from the DUTY MANAGER to a team member shows that
they are an integral member of the winning team
A good morning to a guest communicates that you have acknowledged their
importance in your hotel.
A WELCOME IS THE FOURTH STEP TO ACHIEVING THE CHOICE PERFECT
WELCOME.
Carry out a series of role plays, examples follow, in order that the team members,
become familiar with operating within the HELLO CULTURE.
ROLEPLAY 1
Have a receptionist serving a customer with various other guests approaching
the desk at intervals.
Does the receptionist manage to acknowledge everybody?
Feedback
ROLEPLAY 2
Have a porter walking down the corridor and various guests passing him.
Does the porter initiate a welcome?
Feedback
ROLEPLAY 3
Have a room attendant in the lift with various other guests getting in.
Does the room attendant offer a greeting or initiate conversation?
Feedback
PROVIDE EACH OF THE TEAM MEMBERS WITH A WELCOME STAIRWAY
CARD
THANK THE TEAM MEMBERS FOR ATTENDING AND
ASK FOR THEIR FEEDBACK