Delivering welcoming and inclusive service is the essence of tourism, hospitality and park and recreation services. Exceptional visitor experiences are directly related to consumer satisfaction, repeat business and overall economic impact. Supporting customer facing employees to understand their value in service excellence, build upon their toolbox with welcoming and inclusion strategies for the diverse visitors they will impact, is a business necessity. Training sessions are all offered on-line as asynchronous courses for attendees to complete at their own rate. These sessions will be designed to support the capacity building for customer-facing employees, for new and more experienced employees.
Inclusivity is Good For Tourism Business
Workshops/Training will be designed to support the capacity building for front-line employees. Our Customer-Facing Employees trainings will be delivered online, to accommodate flexibility in schedules for your employees. Upon completion participants will receive Certificates of Completion for their records. Participants will also be invited to scheduled Online Debriefings with Trainers and other trainees.
Customer-Facing Training
A training program to empower front-line workers to understand the value of providing inclusive welcoming experiences. Trainings will be designed to be on-demand, interactive and offer certificates upon successful completion. There will be opportunities to meet virtually with instructors. Instructions for participation and access to these opportunities will be outlined in training modules.
Concentration Areas for Training
Training topics to empower Customer-Facing employees to understand the value of providing visitors with experiences that are inclusive and welcoming. Trainings in the Concertation Areas outlined below will be added throughout the time frame of the project. Participants will be invited to each as they become available.
Understanding Service Industries Customer-Centric Service Excellence
- Understanding & Excelling in Service Industries. Explore the unique challenges and opportunities of the hospitality industry.
- Building Resilience through Personal & Professional Development. Examine the role of personality in building resilience and fostering professional growth.
- Customer-Centric Service Excellence. Delve into the service profit chain and its implications for delivering exceptional customer experiences
Equity, Inclusion and Belonging
- Assessing and Disrupting Personal Bias. Bias has the potential for both positive and negative impact. Learn ways to unpack personal biases, discover how our biases impact customer experience and ways to disrupt negative biases.
- Navigating Difficult Situations. Service Excellence through Inclusivity means an awareness of the needs of diverse consumers and effectively managing the challenges. Learn practical ways to address potential challenges.
- The Power of Emotional (EI) & Cultural Intelligence (CQ). EI and CQ are essential skills for working with diverse customers. Learn how to leverage these skills strengthen your personal and professional growth and development.
- Earn Travel Unity Individual Certificate: The Travel Unity Individual Certificate (TUIC) is a professional development and certification program preparing participants to understand and apply diversity, equity and inclusion (DEI) within the travel industry.
- TUIC-certified individuals are equipped with the knowledge to address the needs of diverse visitors and colleagues.
Inclusive-Welcoming Service Strategies
- Belonging & Inclusion: Why it Matters to Consumers. Understand the importance of fostering a sense of belonging and inclusion for guests in the hospitality and tourism industry.
- Service Excellence: What’s Your Role. Explore individual and organizational roles in achieving service excellence.
- Fostering Welcoming Behaviors Across Markets. Develop strategies to promote welcoming behaviors in diverse markets.
- Accessible Service Delivery. Learn how to provide accessible services that meet the needs of all customers.
- Leveraging Assistive Technology Across Markets. Examine the use of assistive technology to enhance service delivery across various markets.
Understanding Service Industries Customer-Centric Service Excellence
Understanding Service Industries Customer-Centric Service Excellence
Dr. Lindsey Lee, Assistant Professor, Temple University School of Sport, Tourism and Hospitality Management
More Details
- Understanding & Excelling in Service Industries. Explore the unique challenges and opportunities of the hospitality industry.
- Building Resilience through Personal & Professional Development. Examine the role of personality in building resilience and fostering professional growth.
- Customer-Centric Service Excellence. Delve into the service profit chain and its implications for delivering exceptional customer experiences
Equity, Inclusion and Belonging
Travel Unity – Individual Certificate (TUIC) Course
Roni Weiss, Founder Travel Unity
More Details
- Assessing and Disrupting Personal Bias
- Navigating Difficult Situations
- The Power of Emotional & Cultural Intelligence
Inclusive-Welcoming Service Strategies
Service Excellence: What’s Your Role
Dr. Lindsey Lee, Assistant Professor, Temple University School of Sport, Tourism and Hospitality Management
More Details
- Belonging & Inclusion: Why it Matters to Consumers. Understand the importance of fostering a sense of belonging and inclusion for guests in the hospitality and tourism industry.
- Service Excellence: What’s Your Role. Explore individual and organizational roles in achieving service excellence.
- Fostering Welcoming Behaviors Across Markets. Develop strategies to promote welcoming behaviors in diverse markets.
- Accessible Service Delivery. Learn how to provide accessible services that meet the needs of all customers.
- Leveraging Assistive Technology Across Markets. Examine the use of assistive technology to enhance service delivery across various markets.