Guest/customer experience inspections/audits
Conducting interviews/surveys
combined with qualitative and quantitative analysis
Defining goals and desired outcomes
Review and analysis of social
media data/reviews
Assistance with custom/current
standards development
Training Design and Delivery
Types of training
Enlites offers three broad categories of training:
01
Luxury Service Standards Training
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
Cross-Departmental Training
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
Leadership and Management Training
Management-focussed programs, that help you to:
Develop better leadership and management skills
Improve sales skills and upselling techniques, by understanding concepts such as maximising vs. satisficing, the adaption principle, reciprocity and priming
Recognise and guard against biases and heuristics in decision-making, such as the availability heuristic and the sunk cost fallacy
Improve employee satisfaction, motivation, investment and productivity using concepts from positive psychology
Click here to see our full list of available training modules
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. Standards training is often departmental-specific, while other training is cross-departmental. Conceptual training is often best suited to senior executives and heads of departments.
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Trainers
Enlites has 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. Enlites provides post-training evaluation which involves measuring performance/achievements against pre-defined goals and desired outcomes, through the use of inspections, surveys and quantitative analysis.
Ongoing training
To maintain success it is recommended that regular refresher training is undertaken. Further training may also be required due to the introduction of new concepts/programs, expansion or staff turnover.
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Training Concept
Enlites combines proven training techniques with highly-skilled trainers and the most effective learning methods, 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, striking a balance between facilitation and directive learning.
Our training focuses on both the how and the why because employees feel more empowered and invested when they fully understand the logic and rationale behind standards, requirements and concepts.
Enlites focuses not just on the guest, client or customer experience but also on employee wellbeing and satisfaction, by incorporating concepts from the field of organisational psychology.
Pre-Training Discovery Process
Prior to each training engagement, Enlites offers a comprehensive consultation process dueing which requirements are defined, goals are established and a bespoke training plan is created. This process may involve some or all of the following: