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Guest/customer experience inspections/audits

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Conducting interviews/surveys

combined with qualitative and quantitative analysis

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Defining goals and desired outcomes

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Review and analysis of social

media data/reviews

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Assistance with custom/current

standards development

Training Design and Delivery

Types of training

Enlites offers three broad categories of training:

01

Standards/sequence of service

simple, effective communication of standards directly related to the job role. The goal here is to ensure that staff are completely familiar with the expectations of their position and are correctly and consistently applying standards.

02

Emotional engagement/service culture

this involves exploring ways we can enhance the guest/client/customer experience, such as by showing a genuine interest, offering anticipatory service, personalising service and creating memorable moments. We help define and communicate your service culture and show how it can be applied in a variety of scenarios and situations.

03

Conceptual

while many managers have a vague notion of concepts such as groupthink and the halo effect, few fully recognise the impact they have on their decision making. We offer industry specific programs, (such as “360-degree awareness” and the “service thermostat” for hospitality), as well as high-level, management-focussed programs, such as:

Recognising and guarding against biases and heuristics in decision making, such as the availability heuristic and the sunk cost fallacy
Sales and upselling techniques, such as maximising vs. satisficing, the adaption principle, reciprocity and priming
Behavioural change and habit-breaking techniques
Improving employee satisfaction, motivation, investment and productivity using concepts from positive psychology

Structure

Better outcomes are achieved when conducting shorter training sessions that take place more frequently and involve fewer participants. Enlites recognises the impact of budgetary constraints and will work with you to structure training engagements that provide excellent value without compromising on quality. 

  

 

Participants

Participant numbers and categories are dependent on the type of training being conducted. Basic standards training might be departmental specific, while emotional engagement may be cross-departmental. Conceptual training is often best suited to senior executives and heads of department.

 

Trainers

Enlites has access to an extensive network of industry-proven, experienced facilitators and we will select the most appropriate trainer(s) based on the type of engagement. While we recognise that every trainer has their own unique personality and preferred training style, we ensure that all have been fully trained in the concepts and learning methods outlined above.

Post-Training

Measurement and evaluation

Post-training evaluation is an essential part of the learning and development process. Not only does it allow issues to be quickly identified and rectified, but it can demonstrate a positive return on investment. At an agreed time (usually between one and two months after completion of training), Enlites will conduct a full evaluation. This involves measuring performance /achievements against pre-defined goals and desired outcomes through the use of inspections, surveys and quantitative analysis.

  

 

Ongoing training

In order to monitor and maintain success, it is recommended that regular, one to two-day “top-up” training sessions are scheduled. More extensive training engagements can be undertaken as and when required, such as due to the introduction of new concepts/programs, expansion or staff turnover. 

 

Training

Enlites training is successful because it combines scientifically proven concepts with highly skilled trainers and the most effective learning methods. Our approach is research-driven, employing techniques such as practice testing, distributed practice and interleaved practice. Traditional classroom/lecture style training is kept to a minimum. Instead, learning through doing, practical examples and role-plays is favoured and, where possible, facilitation rather than directive learning is employed. 

 

Our training focuses on both the how and the why because when employees fully understand the logic and rationale behind standards, requirements and concepts they feel more empowered and invested. While others primarily focus on how best practices benefit the organisation and those they serve, we believe in training that puts employee wellbeing and satisfaction at the forefront. 

Pre-Training Discovery Process

Enlites provides two hours of pre-training consultation per engagement. This is often sufficient when goals are pre-defined and standards are fully developed. For more extensive engagements involving conceptual training we suggest a detailed “discovery process.” This allows us to work together to identify issues and design bespoke learning programs. This process may involve some or all of the following: