Services
All-is-One Projects, Training and Services offers:
SA SPECIALIST: Facilitated on-line course based on the SA Specialist Tourism on-line course
COURSES & TRAINING
Luxury Brand Standards
(These courses are in line with the requirements of the luxury international brands and can include the international brand standards of the property)
- Professional emotional intelligence
- Guest Safety
- Sustainability
- Employee behaviour for guest emotional engagement
- Empathy and customer care
- Front office service (reservations, porters, reception, concierge)
- Food and beverage service (breakfast, light meals, drinks, buffet, dinner, in room dining)
- Housekeeping service (arrival rooms, servicing, laundry, turndown)
- Spa service & Transport service
- Conducting quality controls and checks
- Managing and closing gaps in service
- Guest strategic management and grouping, pre-arrival, through stay – for business betterment
- Managing and controlling quality luxury standards
*This is usually offered with GESS as a measurement tool
Service Awareness
- Bar and beverage
- Basic butler service
- Prepare and serve meals
- Prepare and serve wine
- Create a marketing culture for customer delight
- Would I work for me?
Practical Supervision
Practical supervision
Planning
Leading
Organising
Monitoring & control
Improving work performance
Handling conflict
Sharing information
Coaching job skills
Developing oneself in job role
Accepting responsibility
Time management
Communication
Understanding discipline
Working with others
Managing the work day
Dealing with complaints
Customer care
Managing a team
Dealing with people problems
Coaching and Mentorship for Management
Registered as a coach with COMENSA; working with professionals to achieve high performing teams for guest experiences based on international standards outputs for profitability; through leadership.
Customer Related Topics
- Customer service for the Customer Experience Model
- Customer care and complaint handling
- Know your customer
Management Related Topics
- The role of the manager in high performance teams
- Manager training
- Coaching on the job skills
CUSTOM MATERIALS
Luxury International Hospitality (ALI)
Development of site specific training materials, cards, posters and SOP’s, with facilitator guides, workbooks and checklists for a property
PROJECTS SERVICES
GESS - Guest Experience Satisfaction Surveys (aka Mystery Guests) *
- This is tailored to client specifics and based on standard outcomes to measure performance, adherence to standards as well as the guest experience.
- All-is-One Projects involves key industry professionals to ensure the feedback is relevant and professional, as well as valuable in the tourism chain for maximised revenue.
- All-is-One Projects promotes recognition and reward, as well as gap analysis methodology to ensure service delivery remains monitored for the quality of the guest spend in any tourism environment.
All-is-One Projects is Quality Assured by SkillsEdge, and may outsource certain projects for development.
‘Qhawe’ Service Recognition
Hospitality Programme
“Qhawe is the Xhosa word for a champion / hero”
Why?
- To recognise individuals responsible for good memories
- To notice and applaud extra effort – International service levels with a South African flair
- To open channels within the site, for across departmental encouragement
- To motivate staff to be part of delighting the guests
- To encourage conversations between guests and staff
- To provide a tool, to say ‘well done’ and ‘thank you’
How?
- Unwavering quality and service outputs – Nominated by senior management
- Department leadership & motivation - Nominated
- Revenue generation or cost cutting innovations
- Written guest compliments – feedback forms, Tripadvisor, etc.
- Mystery guest’s reports/Inspections – ABOVE 85% for the individual
What?
- A beaded ‘badge’ representing a service professional of SA – made by TOPSY foundation – towards social responsibility
- To be worn proudly on your lapel
- In using the Xhosa word “Qhawe” – it adds further interest, allowing the staff member to teach the guest to click their tongue, to pronounce it. The actual beaded tots, are made for All Is One Projects, by Topsey Foundation, which is a non profit organisation, focusing on HIV/AIDs awareness and it is a relief organisation, so in using these, the Qhawe has a dual purpose for social responsibility.
About
The Qhawe Programme is not a formal recognition programme, and does not replace ‘employee
of the month’ or any existing recognition system in place. A Qhawe is a ‘hero / champion’ that is
recognised, and visibly identified, allowing both guests and others to see a symbol that then draws
attention to conversation. This allows the employee an opportunity to be congratulated by a range
of other employees, managers, as well as to naturally engage with guests.
In using the Xhosa word “Qhawe” – it adds further interest, allowing the staff member to teach the
guest to click their tongue, to pronounce it. The actual beaded tots, are made for Allisone Projects,
by Topsey Foundation, which is a non profit organisation, focusing on HIV/AIDs awareness and it is a
relief organisation, so in using these, the Qhawe has a dual purpose for social responsibility.
The Service Qhawe Programme is tailored to each property, in order to keep it unique, and
the Qhawes re then designed and beaded in the chosen colours. The process is designed with the
Senior management, but keeping it fun, and informal to achieve, as ideally the Qhawe gets to go
home on the guests where possible.
The Qhawe – a beaded tot, is issued to employees to middle management for ‘service hero / champion like’ moments, events, and as forms of easy recognition. This gets looped into as many factors as a property has, and is to be identified with status.
The issuing of these is both formal and informal.
Qhawes can be managed in 3 different levels – the different bands determined with clients, or they can be managed based on number of Qhawes issued – after 3 Qhawes, a golden beaded Qhawe is exchanged for the colour beaded ones.
The process however once issued, is more directed towards customer interactions, due to the general interest the average guest shows in the beaded tot, involves the employee engaging in a natural conversation with the guest about the visible beaded tot he/she is wearing on the uniform – at this point, the employee is encourage to pin the tot onto the guest, and ask the guest to take it home, as a reminder of the wonderful time they has at the property.
In this process, the guest is delighted with personalised service, as well have a take home, unusual reminder of the property, that often serves as a reminder for trip advisor reviews, repeat business etc.
