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“Pursuit of Service Excellence”- Customer Service in Catering Industry Workshop |
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Delivering customer-focused service is a crucial strategy for winning in the marketplace. In recognition of this, the Quality Tourism Services Association (QTSA) conducted a “Pursuit of Service Excellence” – Customer Service in Catering Industry Workshop, in partnership with The Association for Hong Kong Catering Services Management Ltd (HKCSM), in order to enhance frontline staff’s knowledge and skills to enable them to offer exemplary service delivery.
The workshop began with Mr Danny Chung, Member of the HKCSM and an experienced executive in the hotel and catering industry, presenting the relationship between quality service and hardware. This was followed by a presentation by Mr Kelvin Ho, Vice-Chairman of the HKCSM and Chinese Restaurant Sales Manager, with over 30 years proven experience in the catering industry. Mr Ho emphasised the importance of quality service by introducing the five attributes necessary to achieve quality service: passion, interaction, communication, unification and introspection. He further discussed how quality service benefited the practitioners, employers and customers. Through lively discussion and case studies, participants were able to grasp the practical skills and techniques needed for the delivery of quality service.
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The Quality Host Workshop |
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The Quality Host Workshop is a training initiative by QTSA with the aim of encouraging frontline staff to foster a proper service attitude as well as broaden their understanding of visitors characteristics. Since its launch in April 2006, over 450 members of staff, from more than 100 QTSA members, have participated in the workshops. The content of the workshop in 2007/08 has been adjusted and updated to suit the needs of our members. “Quality Host Workshop” is a one-day, participative type training programme taught in Cantonese.
The 2007/08 Quality Host Workshop was well-received by participants since the first session held in May. Participants expressed that the workshop was practical and useful and most importantly, greatly enhanced their service quality and strengthen their competitive edge.
In this one-day workshop, participants are able to get involved in a series of tailored interactive games, role-plays, discussions, etc. to inspire them with the enthusiasm for pursuing quality. This workshop also provides a refreshing opportunity for participants to meet someone from the same industry, to exchange practices and experiences. Through the sharing of achievements, they are able to build more confidence in work and become more motivated through each other’s support and encouragement.
To allow more frontline staff to enjoy this training opportunity, this workshop runs regularly every month. For details, please visit What's New session. |
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